English in United States
Found for the Casino - Asking to 'close' your account, even if you say 'forever' or 'permanently', is NOT a responsible gambling closure and does not offer the same protections.
Read our All British Casino Review.
I really would like your help with some of the casinos. This is a bit long winded but I will try my bet to explain.
I had an account opened with All british casino - I requested for this to be closed on the 29/9/2018 - this was done successfully - but account was permanently closed.
Now as was confirmed to me at the time and afterwards this should have closed all of my accounts across the same network.
Unfortunately they failed to do this and let me continue playing and depositing at each different site.
I have checked their terms and conditions and spoke to someone on chat support and both of these say that when I request closure on one site all casinos on the same brand will be closed. I have the terms and conditions stating this and I also have proof from chat transcript that this is the case. Now the amounts deposited and what im looking to be refunded are below
Yako - 4,183
Yeti - 2,943
Casinocasino - 2990
I should never have been able to continue playing and depositing and feel that have breeched their terms and safe gambling.
They have not protected me as a player.
When I reached out to them to make the complaint - they said that these rules about account closure do not apply to me as im in Ireland and not in the UK.
Again - no where in the terms and conditions does it state that these rules only apply for people in the UK.
I would really like your help getting my money back please.
I've reviewed this issue with the operator and sadly we cannot uphold your claim.
The Live Chat conversation you reference from 2018 is simply a basic closure request, with the stated reason of being unhappy with the bonuses that you were provided with. That being the case, the closure request is not a responsible gambling issue, nor would the operator be obliged to prevent you from either re-opening your account nor opening other accounts with other properties on the license.
The terms you reference are specifically and explicitly in relation to closures that are managed under responsible gambling protocols due to the player requesting a self-exclusion or telling the operator of addiction issues. As those criteria have not been met in this case, they would not apply.
Sorry we could not be of further help.
I was self excluded for this brand and I should never have been able to play
We are sending you the chat transcript you requested.
| name: [EDIT]
| email: [EDIT]
[EDIT] (18:53:57): Hi
Can you please tell me when my account was closed please.
[EDIT] (18:54:14): Hi again
[EDIT] (18:54:38): hi again sorry can you give me the information from earlier please - sorry - I forgot the info - sorry
[EDIT] (18:55:06): The exclusion was activated on 29/06/2019 [EDIT]
[EDIT] (18:55:58): thanks and can you give me the names of you parent site and other casinos that I would have been blocked from please
[EDIT] (18:56:00): thanks again
[EDIT] (18:56:55): Our parent company is L and L Europe so any of the casinos in this brand. Fun, Yeti, All British, No Bonus Casino, Casino Casino, Hyper and Yako and also Race
[EDIT] (18:57:12): ok thats helpful thanks
[EDIT] (18:57:32): No worries, can I help with anything else ?
[EDIT] (18:57:51): no - am I self excluded from all of the casinos under this branch then?
[EDIT] (18:58:06): Yes you are.
[EDIT] (18:58:26): ok thanks
[EDIT] (18:59:42): Do you have any other questions [EDIT]?
[EDIT] (18:59:57): no thanks have a nice day
This is a transcript of a conversation from casino casino on the 14/8/2021 confirming to me that I was self excluded and that the self exclusion was applied to all in the brand which was clearly not true!
I've reviewed your communications with CasinoCasino on the 29/06/2019. Your closure request was NOT as self-exclusion. Specifically, when asked why you wanted to close your account you responded:
"I’m closing it because I can’t get a free bonus"
That is not a responsible gambling issue. As such the closure request would be managed as a normal account closure, not under Responsible Gambling rules.
In the above dialogue, the Live Chat agent has simply mistakenly validated the incorrect assertion you made that the closure would have impacted more than the brand it was requested at.
As previously stated, your closure request was not a Responsible Gambling based closure and as such would not carry over to other properties on the license.
Sorry we cannot be of further help.
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All British - Failed to close accounts
Posted by babsbh
August 25, 2021
babsbh consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
August 25, 2021
Hi babsbh - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.
As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
I'll contact the operator and see what we can find out for you.