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I joined the casino on 30th December made some deposits and noted the transactions were to various retail clothing stores and real estate companies etc which is clearly transaction laundering. I have a long standing gambling block on my bank account and this casino is clearly deliberately disguising transactions to override Visa/Mastercard transaction codes for gambling deposits. I asked for my account to be closed on 30th December and received no response which led me to make further deposits on 31st December. This casino is clearly flouting response gaming regulations and preying in vulnerable gamblers against the provisions of their apparent Curacou licence

Dear Tracy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. From the forwarded screenshot I understood that you haven’t mentioned gambling problem or any other reason why you wish to close your account, is that correct?

Please, let me explain to you what the difference is between closing the account and self-exclusion:

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

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

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

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela

Thank you, Tracy, for your reply. I have checked the Terms and Conditions and this is what I found (here):

Could you please advise which email address you have sent your request to? Have you tried contacting the live chat?

I have emailed support@pulpcasino.com numerous times with no reply. I have also contact chat a multitude of times to be told a manager will contact me the next day etc but have never had a response via email to date.

My account is no longer accessible and I have a tonne of emails which have not been responded to. There is an option to have all chat transcripts emailed which used but suspiciously these have not been received

So you have requested your account to be blocked on the 30th, is that correct? When was your account suspended?

I asked for it to be blocked at 4am on the 31st December. Sent numerous emails following this to which I have not received one response. Here is one from 2nd January. My account was still not blocked at this point which is appalling and irresponsible and they are obviously deliberately keeping accounts open against the will and request of customers. As I said you are told to email for closure but nobody ever responds.

Could you please advise when was your account blocked? After how many days since you have sent a request on the 31st? Thank you.

Blocked on the 2nd January so nearly 3 days afterwards with marketing material emailed in the meantime and indeed even after my account was blocked! This was very clearly delayed as a deliberate attempt to entice me to deposit more which I did (approx £200) which should not have happened when I had asked for my account to be deactivated over 2 days before.

Once we do receive a request for closing account - we do it instantly - we are really sorry that you 've forced this experience, also please note that you 've singed Terms and conditions (pulpcasino.com) and you fully agreed on this TC. Do you have a screenshots of chats with support about closing an acccount?

You did not close instantly and I used the save transcript button but no transcripts got sent to me. I sent an email at 4.08am (which I have a copy of) on 31st December asking for account to be blocked/closed as instructed by your chat operator. I then sent numerous other emails over the following days and I have received no response to any of them. I keep contacting chat and was told they would get a manager to email me asap but this never happened! I cannot contact any of your payment processors direct as they do not have websites and details to contact them were never provided as requested as my emails were all ignored! The bottom line is I asked for my account to be closed at 4.08am on 31st December via email and chat and absolutely no action was taken by Pulp Casino to validate my request

Also some of my payments went to a real estate company and a mens clothing store in Nigeria. I think you will realise this is most irregular and deliberately bypassing Visa transaction codes for gambling. I emailed you daily sometimes more than once from 31st to 4th January. Numerous emails which were never responded to. I also had numerous chats to be continually told a manager would email me and I needed to deal direct on email but no emails ever received. I have copies of all emails sent to you.

To say as above you close accounts instantly on request is certainly not the case here. Chat said they were unable to close my account and I needed to email you for this. I followed this instruction and did email you to ask for closure on 31st Jan at 4.08am but no response revived and my account was not closed for days. You clearly did not close it immediately upon request which is why I am requesting the refunds to settle this matter. Copy of part of the email is attached again below. I can send all emails to you again as evidence if required:

On Friday, 31 December 2021, tracy wrote:

Please close my account and refund my deposits immediately. I have a gambling block on my bank account so it is clear you are transaction laundering by processing payments to different companies - some of which appear to be retailers based in Nigeria. I attach bank transaction summary for reference. Transaction laundering is illegal and deliberately disguising payments to override standard Visa/Mastercard transaction codes is something I will need to report to my bank, your licence provider and international fraud/money laundering.authorities if this matter is not resolved promptly. I work in finance and can clearly see what is happening here. I have no 

As I said I did press the option for chat transcripts to be sent to me but they never came through which was also suspicious but you must obviously have access to these yourselves for audit purposes?

Thank you very much, Tracy, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tracy.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I am extending the timer by 7 days because of the further evaluation of the information received from the casino and the player.

Dear Tracy. 

I am very sorry, but I can confirm that the casino is not responsible for the name of the payment and the fact, that you have the gambling block on your bank account, is a deal between you and your bank (not the casino). Therefore, we do not consider your refund request as relevant.

If you inform the casino team about the gambling problem, the casino is obligated to close your account as soon as possible. Have you done something at least similar? If yes, could you forward me the evidence?

jozef.k@casino.guru

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 forced to reject 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.