Casino Royal Club - Poor service

Ruling

Found for the Player - Casino Royal Club offered no response what-so-ever to our repeated efforts to discuss this complaint issue with them.

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Player's Complaint

After depositing £800 in a few hours at the casino, i asked live chat to close my account as i was spending too much and needed to stop gambling. I was promised this would be done within 24 hours. Everyday for the next 11 days i asked live chat why my account wasn't being closed as requested but all they kept saying was to send another email. I sent approx 20 emails over the 11 days, finally my account was closed but id gambled nearly £2000, around £1200 was after i asked my account to be closed.

There telephone numbers dont work

I have email complaints to the managers email address, no replies

I have asked for a written complaints address and for a manager to call me several times on live chat, the chat agents just end the chat and do not answer!!!!!!!!!!!!!!!!!!!!!!!

2 days after my account was finally closed the casino automatically reopened my account without my permission this encouranged me to spend even more.

Id like this casino to accept they have failed, and to refund any deposits i made after the 24hrs had passed following my initial request to close my account, i even on day 2 asked them to remove my card to stop me depositing as all i needed to enter was the last 3 verification numbers on the card in order to deposit (far too easy). It should never of taken this company 11 days to close my account to be reopen it again days later after ive told them i have a gambling issue really is not right as isnt fair.

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