AngliaBet Casino - Nalog igrača je zatvoren nakon samoisključenja.

Hello,

I doubt anything will happen from this complaint, but I hope the complaint will at least make others think twice about registering here, if they actually need help for gambling-related issues.

I self-excluded from this casino, AngliaBet, permanently a while back, I'm hoping they save the chats so they can see that I've self-excluded due to a gambling addiction. Last week I was able to re-open the account and in a week's time lost almost €1000, I think it was about €850. I can't access my account anymore as I self-excluded (again...) hoping this time it'll be permanent for real. The reason I think it was €850 is because today I received a cashback of €85,01 (that I also lost, obviously). I played mostly sports, some casino.

I'm requesting a refund of the deposits I made since the moment I re-opened my account. As said, this should be about €850. I have no chat logs saved myself, I'm hoping AngliaBet themselves do and that they'll show you the chats, if you ask to see them. I'm hoping you will.

I also sent them a complaint using the complaints procedure, but am not expecting much from it, because I never screenshotted the chats I had with them, thinking it wouldn't be necessary, obviously. I hope they can see the chats and that they'll do the right thing.

Thomas

Dear Tommayman,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Do I understand correctly that you have no evidence of account closure requests sent to the casino, either now or previously?

Have you received any confirmation from the casino about your account closure, either now or previously?

How did you reopen your account?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Thank you very much in advance.

Best regards,

Dominika

Dear Tommayman,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.