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I recently wrote an email away asking to be self excluded and my account closed down. I have a gambling problem and wanted help to stop. I received a confirmation email saying it had been done however I was able to deposit 400.00 9 days later. Is there any way of getting this money back if they confirmed the account was closed down and I was self excluded?

Dear Sinead,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the general terms and conditions, and this is what I found

https://ladylindacasino.com/templates/company/terms_and_conditions:

„23.12 Self exclude or Timeout - We will only reply to emails sent to support@ladylindacasino.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

Is this support@ladylindacasino.com the email address that you have sent your email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I said I was spending too much money .I will forward all emails sent and received

Sorry yes that was the email address I sent too

Thank you very much, Sinead, for forwarding all the relevant communication. Could you please advise if you have ever mentioned a gambling problem when requesting the self-exclusion?

No I just stated I was spending too much money and they then tried to offer me a bonus of 150 to keep playing. I then said no I didn’t want it I wanted to self exclude completely. And then I received the email saying the account had been closed down.

They replied to all my emails by the next day as I wrote account closure in subject area and was closed down pretty quickly. I had read their terms and conditions and give the reason I was spending too much.

Please let me explain the difference between closing an account and self-exclusion:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude due to gambling problem, that's the two basic choices.

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

In the case of self-exclusion, if the casino failed, a player may ask for a refund.

Since you haven't mentioned, as the reason behind your self-exclusion, the gambling problem, your request was treated as simple account closure.

Even though I stated twice I wanted to self exclude?

I’m afraid, without stating clearly that you wish to self-exclude due to a gambling problem, it would be considered as regular account closure. 

I would recommend sending an email to support@ladylindacasino.com including all the relevant information. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be excluded and clearly state the reason why (gambling problem). You can include me in the copy of that email (my email address is petronela.k@casino.guru).

Additionally, the email subject should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked as "Self-exclusion - gambling problem" you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. If it won’t work this time, we will intervene. 

I have sent them an email with what you have said and also asked about the 400.00 which they allowed me to do after it was closed down. They sent me an email back (same as before saying account has been closed) no mention of the 400.00 however I am still able to log in and no doubt would be able to deposit again

Could you please forward your last email to petronela.k@casino.guru? Afterwards, we will contact the casino. Thank you very much in advance.

Dear Sinead,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Thank you very much, Sinead, for the forwarded email. Could you please advise if you have ever requested a reopening of your casino account between the 19th of June (confirmation of your account closure) and the 28th of June (£400 deposit)?

Dear Sinead,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.