Mount Gold Casino - プレイヤーは払い戻しを求めています。

I have two problem with this casino. First of all, i asked them to lock my account. After a while, i regretted myself (as a gamling addict), and asked them to reopen it, and they did sadly. After a while i locked my account and told them how hard this is for me, and asked them to refund me since i clearly told them to lock my account.

They responded, and shared my story with my gamling addiction to another player as well, as seen attatched. They have not apologized, or helped me in any way here. I want a full refund for everything i deposit on the site.

Dear henrystormgarden,

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 problems).

Could you please advise if you informed the casino about your gambling problem? Please forward me all the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I've sent you an email with the information.

Thank you for your reply, henrystormgarden. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you inform the casino about your gambling problem before your account was reopened? If you did, please forward this message to me.
• Do I understand correctly you currently don't have access to your casino account?

Thank you.

Hi,

1). I closed my account with self-exclusion first, then i emailed them the day after telling them to open the account against, so i did not explicit said "im a gambling addict, close it", but i assume that its implied that only a gambling addict would ask to re-open a closed account.

2). That is correct.

I'm sorry, henrystormgarden, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't initially request self-exclusion due to a gambling problem and your account has been closed after you did, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason (gambling addiction) why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.