Top Tally - Account closure and no response

Ruling

Resolved - A technical issue has been identified and Top Tally casino have refunded the deposits made by this player due to their previous self-exclusion.

Player's Complaint

I will try and explain as best as possible.

I signed up to wixstars casino and realised I had an issue with gambling so on 22nd October at 4.15am I went to use their live chat to ask for account to be closed permanently. Unfortunately they are not 24hrs so I checked their t&cs which stated to email [email protected] so I did this explaining I had an issue and to close account. No response received so I resent to [email protected] (an email address also provided on their site)on the 24th Oct at 5.31am (again live chat wasn’t open). No response again so resent to both email address above on 4th November. Nothing. Their website contact info then changed to an online contact form which I completed 3 times asking for account to be closed, all stated message had gone through successfully and a response would be made within 24hrs. No reply. I finally on 15th November got through to live chat and managed to close my account. I have emailed you copies of the original emails. Do I have a case to claim for funds deposited between the first email on 22nd Oct to when account was finally closed on 15th Nov? The amount on this complaint is for Toptally whom I didn’t realise were part of same group as Wixstars. I opened an account and played, I then asked on their online chat (when I realised they were a sister company) if I should’ve been allowed to open an account with all the same details. She advised no however when she looked stated wixstars never put down the closure of their account as problem gambling and therefore I could open accounts with other Aspire casinos. I advised of emails sent to wixstars advising of issues and no responses. She told me to forward these to [email protected] and she would escalate this and inquire about getting deposits back. It has now been 60hours without any response or confirmation they have received email.

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5 Responses

ThePOGG

December 3, 2018

Hi emptyxl - welcome to ThePOGG.com!

Whether or not you have a case would depend on the content of your communications to the operator. If you simply requested an account closure, regardless of whether or not you used the word "permanently", this would not fall under a responsible gambling categorisation. If you have made clear to the operator that you have a gambling problem then you may have a case. So can you tell me exactly what you said?

I would also point out that this type of case is time consuming to deal with and 60 hours is far from unusual in terms of managing this type of issue.

Thanks,

ThePOGG

emptyxl

December 3, 2018

Hi ThePOGG

I emailed you the emails sent to Wixstars at 1.37am - I have just resent these. The wording on the original email was: please close my account with immediate efffect due to issues with gambling.

I then resent again on the 24th explaining the same issue. I understand with regards to time consuming however a confirmation email would’ve been nice to state they have received my complaint. Obviously with never getting a response from wixstars I am concerned they will never respond to my complaint.

emptyxl

December 6, 2018

Hi ThePOGG

This has now been resolved. Aspire global are refunding all deposits from wixstars and toptally.

Thank you

ThePOGG

December 6, 2018

Hi emptyxl,

Thanks for letting us know - it is appreciated!

ThePOGG

emptyxl

December 7, 2018

All refunds received already - so quick of them processing it. Complaint can be closed. Thank you again