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Luxury - Barred from all Casino Rewards
Ruling
Found for the Casino - The player has allowed someone other than themselves access their account and shown signs of gambling issues.
Read our Luxury Casino Review.
Player's Complaint
My payout ratio has been very poor over the last couple of months. Ive spent nearly 8000 GBP over the last few weeks, nearly 6000 last weekend. I made a withdrawal which my neice unbeknowns to me reversed and lost. I contacted the casino to see if they could do anything to help me as i had lost 12000 pounds because of my niece. They came back saying security at home is my issue but then told me they have barred me from playing at Luxury and all associated casino rewards casinos for five years with immediate effect. I have asked why as I have done nothing wrong and am waiting for their response. I now have no chance of recovering any of the huge deposits I have made over the last few weeks. I have been a member of casino rewards for around 25 years.
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Agreement
sweeps 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:
October 11, 2017
Hi sweeps - welcome to ThePOGG.com!
Unfortunately there's not going to be anything we can do to help you in this situation. As with almost all online casinos Luxury casino carry the following term:
If someone other than yourself has accessed your login details or account I'm afraid that you've breached casino rules. The operator are free to you access to their service at any time for any reason that is non-discriminatory, but in this instance this would be a serious security breach and has likely strongly influenced their decision.
There's certainly nothing we can do about the money that was lost on your account.
However I can see other reasons for this restriction to be put in place. I find multiple aspects of your complaint highly concerning in a problem gambling sense. The size of the losses, the recency and, most concerning, the apparent feeling that not being able to access the games prevents you from "recovering" losses all point to a problem. Simply put, any time you gamble in a casino you are more likely to lose than win. That's the nature of the games and what keeps casinos in business. Looking to use a casino to recover previously lost money is significantly more likely to result in further losses than it is recovery of funds. Gambling should only ever be viewed as a form of entertainment and you should never view it as a means of gaining money. Given that the operator has applied the maximum length of exclusion under their Responsible Gambling license requirements, it's clear they hold the same concerns as myself. They're actually acting appropriately to prevent an 'at risk' player from sustaining further losses in this situation.
I'm sorry but we wouldn't even ask an operator to re-open an account in these circumstances. I also would encourage you to seriously consider whether your gambling has become problematic. Our Responsible Gambling page details a lot of different organisations and tools that can help you manage your gambling.
Sorry we cannot be of more help,
ThePOGG