AztecParadise Casino - 閉鎖リクエストにもかかわらず、プレイヤーのアカウントはアクティブなままです。

I had emailed aztecparadise requesting an account closure due to gambling problem on March 18th, however I had received no response, my account remained open despite this until April 4th. During this time I was able to deposit £800. I had also contacted them via live chat support on numerous occasions between this in which they had instructed me to email, eventually they had disabled live chat support on my account. I can provide additional confirmation receipts of deposits which are dated if needed

Dear Kelly1234, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions of the casino and have found the following information:

6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won’t be able to login to it.

The casino also has a responsible gambling section that contains the following:

We advise all players who are concerned about their gambling behavior to take a break by excluding themselves from their gaming account. Self-exclusion will lock your account for a minimum of 6 months and no promotional material will be sent.

Contact our experienced Customer Support team at any time to request this and they will kindly assist you. A 7 day cooling off period is also available. We recommend that you contact all other gambling sites where you have an account and request self-exclusion there also.

Would you be so kind as to forward me all self-exclusion requests that you sent to the casino, along with chat scripts or screenshots of live chats? My email address is [email protected]. 

Do I understand correctly that your account was blocked on April 4th? Can you please also forward the confirmation you received from the casino to my email?

Thank you very much in advance. 

Best regards, 

Natalia

Yes I will send you everything I have including deposit receipts that are dated after I made the request

Dear Kelly1234, thank you for your email. However, there were no attachments at all. Could you please forward the actual account closure email you sent to the casino (not as a screenshot) to [email protected]? Do you have any chat logs that were sent to your email after conversations with live chat? You also mentioned that you can share your deposit confirmations after your account closure request. It'd be great if you could send them too. Thank you.

I have re sent email with attachments and have also forwarded an email in which was sent requesting an account closure

Thank you very much, Kelly1234, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kelly1234,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

I do have an email address for the casino manager or at least it was email address given by the casino if you would like me to email it over to you?

Hello Kelly1234,

thank you for your offer, that would be very helpful.

Hi I have further correspondence with the casino manager at aztecparadise. I can forward you his response via email?

Hello Kelly1234,

yes that would be very helpful. Please send it to [email protected]. I can also confirm we are now in touch with the casino.

I have sent you their email in response, please note that this email was primarily sent to my email which is registered with their platforms

Can you please keep me updated with any communication you recieve from this particular casino?

Hello Kelly1234,

when I get any relevant news or updates, I will share them with you here.

Hi everyone,

We’re truly sorry to hear about this player’s experience, we take all responsible gambling requests very seriously and we’re looking into how this was handled.

To clarify: the player asked for a cooling off period on March 18th but continued to log in and deposit until April 4th. While we always aim to act quickly on closure requests, we also remind players that they remain responsible for any activity until asking for the account to be fully closed.

We regret any delay or confusion and apologise if the player felt unsupported during this time. We’re reviewing this case internally to improve our response times.

If the player wishes, they can still reach out to our team or escalate this to our independent ADR for a fair, impartial review.

Thank you for your understanding.

AztecParadise Support Team

I have sent all evidence pertaining to initial email I had sent to yourselves dated 18th March specifically asking for an ACCOUNT CLOSURE and had clarified that this was due to a gambling problem. Your correspondence on this platform contradicts your statement since you had said I requested a ‘cooling off period’ but in the next sentence say that you aim to act quickly on closure requests.

Thank you for clarifying this

You’re right that your original message asked for an account closure due to gambling concerns. I apologise for the wording in our reply, you did not ask for a standard short ‘cooling off’ period but for a full closure, and I appreciate you pointing that out.

You’re also right that once a closure request is made for gambling reasons, it should be handled as a priority. I regret that this was not completed immediately and we’re now reviewing exactly why there was a delay.

We take your evidence seriously and this is part of our internal review. We will follow up directly with you by email to confirm the next steps and any support we can offer.

Again, I’m truly sorry for the confusion in our wording here, we take this seriously and we’re committed to putting it right.

AztecParadise Support Team

Thankyou for the response. I will await to recieve an email detailing a resolution to this case before marking it as resolved.

Dear parties,

thank you for your continued involvement in the matter. Please keep us updated, so we can mediate and close this complaint accordingly.

Please be advised, still awaiting on a follow up email from the casino

Thank you for your patience. I wanted to confirm that we’re now reviewing all activity on your account from the date of your original closure request. We’ll check if any deposits or play happened after that and confirm any appropriate action or refund.

You’ll receive a full email update with the final resolution and confirmation that your account is now fully closed and blocked for your safety.

Again, I truly apologise for any distress caused and thank you for giving us the chance to put this right.

Best regards,

AztecParadise Support Team

Aztecparadise- many thanks in your cooperation. I will await to recieve confirmation of refund amount equal to £800, which I have documented evidence of these deposits which were made AFTER requesting closure of my account due to gambling problems. After receiving these refunds I will make this case as resolved.

Aztecparadise, I am still awaiting on confirmation of refund which you had instructed that I would recieve an email within 48 hours

Thank you for your message and for following up.

We understand your concern and we want to clarify our position. While we always aim to handle closure requests as quickly as possible, our terms make it clear that players remain responsible for any activity on their account until it is fully closed.

We have reviewed your request and, in line with our policy, we are unable to refund losses that took place before the account was closed. We appreciate this may be disappointing, and I’m truly sorry for any frustration caused.

If you’d like, we’re here to help you set up any further protections or self-exclusion to support you going forward.

Thank you for your understanding.

AztecParadise Support Team

Your terms and conditions clearly state that account closures will take effect 24 hours after email requesting an account closure. This is part of your responsible gambling policy. You have already acknowledged and taken accountability for lack of responsible gambling measures put in place. Further more I have provided clear evidence of further breaches and inconsistencies on your sites. This is not a resolution.

Dear parties,

in case you have any additional evidence which could be useful during our evaluation of the situation, please send it to [email protected]. We will let you know our position as soon as possible.

I will send you over all evidence of inconsistencies of their site which further raises suspicions and also supports the fact that they have purposely delayed any account closures.

Hi Martin, I have sent you some emails containing evidence which I believes proves that there were deliberate attempts to delay/obstruct account closures from taking place. I have also sent over emails detailing complete disregard for responsible gambling policies for their sister site (MrJonesCasino) whilst this is a different site the correspondence was made via the same person.

aztecpaeadise- I have also thoroughly read through each of your policies as outlined via your website and there is no such policies which absolves you of responsibility regarding failure to close an account within the stipulated timeframe given on your platform due to gambling problem. Further more you have actively obstructed these closures from taking place as per your lack of correspondence via the email address in which is advertised on your platform as being the primary point of communication via email, as well as purposely disabling live chat which in turn has cut a line of communication in providing further account closure requests. Please note that the email address I have had correspondence with in regards to your platform is an address which is not provided on your platform as a primary point of contact. I have submitted all evidence pertaining to this as well as previous correspondence with your sister site ‘MrJonesCasino’ in which a closed account (again due to gambling problems) was reopened despite me giving you a clear reason as to why it was closed. To this date my account within MrJonesCasino remains open, this is another clear demonstration of your lack of regard for any responsible gambling policies you have in place.

Dear Kelly1234,

thank you for your continued cooperation and for providing us with evidence regarding your past communication with the casino.

Dear casino representative,

as you confirmed yourself, the player has requested the self-exclusion on 18th of March. However, the account remained open until 4th of April. We believe, that in worst case scenarios, the account closure should take 72 hours - ideally it is of course processed much sooner, within 24 hours.

We therefore believe, that the player should get refunds for all deposits dated 21st of March and later.

In case you have evidence to contest this proposal, please send it here or to my email at [email protected].

Dear Martin and Kelly1234,

Thank you for the update and for the opportunity to clarify our position further.

First and foremost, we acknowledge that the player requested account closure on 18th March and the account remained open until 4th April. We fully accept that this delay should not have happened and have already addressed this internally to ensure closure requests are actioned without unnecessary delay in future.

However, it is crucial to understand that while a closure request is pending, the player retains full access to the account until the closure is completed. The player continued to log in voluntarily, deposit funds voluntarily, and play games voluntarily during this period.

Under UKGC rules and standard industry practice, a player remains responsible for their own gambling activity until the account is actually closed. This is consistent with the UK Gambling Commission’s position on player responsibility: a self-exclusion or closure request must be actioned, but until that point, the account remains active by the player’s own choice.

Refunding deposits that were actively wagered and lost voluntarily would constitute a retrospective reversal of fair gameplay which is not permitted under our licence obligations, AML rules, or responsible gambling practice. Doing so would in fact amount to facilitating a chargeback-style fraud, which we are obliged to defend.

To be clear:

The player made multiple deposits after the request.

The player actively played with those funds.

The funds were fully wagered and lost in good faith gameplay.

No deposits remain unused or untouched.

The player did not self-exclude through the national multi-operator scheme (e.g., GAMSTOP).

Any chargeback attempt or claim to recover these losses is considered friendly fraud, we will defend this robustly with full evidence if necessary.

We apologise again for the processing delay but must uphold the position that deposits made and gambled voluntarily during that time cannot be retrospectively refunded.

Thank you for your understanding.

AztecParadise Support Team

Good evening Aztecparadise, first and foremost it is interesting that you are citing regulations for a licence which you do not hold, for clarification you are not licensed in the U.K, if you claim to hold such licence than you are in direct breach since I am an active member of GAMSTOP and I have provided the representatives on this site with evidence. In terms of AML policies, such policies also prohibit transaction laundering, which I have also provided evidence which shows various transactions being processed via different entities that have miscoded these transactions, these merchants describe themselves as clothes shops or fast food restaurants, which these establishments are not authorised to be a ‘payment processor’. Your gambling policies on your website are very clear and by your own admission you had not followed them in my case.

Dear casino representative,

Thank you for your response. However, I have to point out, that citing UKGC regulations to justify your stance is inappropriate, as you do not hold a UKGC license. If you are claiming to operate under such a license, this would constitute a regulatory breach—particularly as the player is registered with GAMSTOP, and has provided us with evidence confirming this. Additionally, we do not consider invoking AML policies in responsible gambling related situations as warranted and fair.

Also, as we have mentioned before, your own responsible gambling terms clearly state that account closure requests due to gambling issues will take effect within 24 hours. You have already admitted this was not followed in the player’s case. We therefore stand by our position that the player is entitled to a refund for deposits made after March 21st.

Dear Forum Representative,

Thank you for your comments. We appreciate the opportunity to respond and clarify our position.

We confirm that we do not claim to hold a UKGC licence and do not promote ourselves as UKGC licensed. We comply with our applicable licensing jurisdiction and its responsible gambling standards.

The player’s GAMSTOP registration is noted; however, as we are not a UKGC-licensed operator, GAMSTOP self-exclusion is not applicable to our operations.

We acknowledge the player’s claim regarding account closure requests. Our internal records indicate that valid gameplay occurred with full access to responsible gambling tools throughout the period in question.

While we regret any inconvenience, the player’s deposits were fully authorised, gameplay was delivered as contracted, and no breach of AML or other obligations has occurred.

In line with our terms and the fact that the service was provided, we do not see grounds to refund deposits that were wagered and lost.

We maintain our position that the matter is closed on our side. We remain available to cooperate constructively and provide any records if required.

Kind regards,

AztecParadise Support Team

Dear aztecparadise, in a previous comment you had submitted you had cited the UKGC rules and regulations which had given the impression that you were claiming that you hold such licence, since now you have clarified that you do not hold such licence your previous comment was irrelevant and inappropriate. Please also note that you have specifically maintained throughout correspondence that you take full responsibility in the delays in which occurred after specifically requesting account closure due to gambling problems, this further contradicts that full access to gambling tools were available, furthermore I have also provided evidence which shows that live chat had been disabled early on on my account which further undermines your claims.

Dear Casino representative,

thank you for your responses throughout this complaint.

Our view of the case is quite clear, including the timeline of the player’s responsible gambling closure request and your handling of it. As stated previously, your own responsible gambling policy commits to disabling accounts within 24 hours of receiving such a request. In this case, that did not occur.

Despite acknowledging the delay, you have declined to refund the deposits made after that period, and have not provided sufficient justification for failing to act in accordance with your published procedures.

As such, we consider the complaint to be justified, but due to the casino's position, we are now closing it as unresolved. We believe this outcome reflects a failure to adhere to responsible gambling commitments, and the casino's safety index will be lowered accordingly. Should your position change in the future, we remain open to revisiting the matter.

Dear Kelly1234,

I am sorry we could not be of more help, but keep in mind, that your experience with the casino was noted and will help other people when choosing a casino to play in. I also hope you will continue to reevaluate your relationship with gambling, and that you will not play in this or any other casino anymore - as you wished. I have also sent you an email, with the next steps I recommend you to take in regards to this matter.

Best wishes

Martin L (Casino Guru)