Casino Complaint CrazyVegas - Selfexclusion Period - Incompetent Agent

[funex]

Hi everyone,
In 2010 or 2011, can't really remember when, I've asked for cool off period at crazyvegas casino.
on the 29th of July I've decided to contact them and ask if the selfexclusion period was over and if I could play again.

An agent by the name "Stephane" informed me that the period was actually over and I could indeed play again, and unlocked the account accordingly.

Logged in and added a 1st virtual prepaid card, deposited, lost all credits.
Tried to add a 2nd virtual prepaid card, "An error occurred", contacted Stephane again and was told that everything was ok and I should add at least 4 other cards, she/he gave me the option to take a screenshot and send to support..for further analysis.

Well from here I've contacted a few agents and nothing got sorted out, one of them told me that I was restricted from adding new cards and should use e-wallets, so I started using click2pay and eco.

1 hour ago, after depositing 400 euros and loosing everything, I contacted them and ask if I could get a small bonus credit, for my surprise I was tol that I'm locked out from the casino since the selfexclusion period was still ongoing and would only be due by November.

Simple as that, I'm out, 400 euros lost that would never have a chance of cashing out as I was still on selfexclusion, final decision.

Is it my impression or in fact I've just dealt with very incompetent staff and burn 400 euros for nothing ?
I feel so impotent.

 

[Pocketdiggers77]

IMO, if they want to play by those rules and the self-exclusion was still in effect then they should refund you your $400 or whatever you deposited while they are saying it was in effect. You probably don't have much of a leg to stand on as far as getting your money back or receiving a bonus but I have to admit the entire scenario is pretty crummy.

Ohh. and BTW welcome to the forum and a little blue pill called Viagra will take of your last sentence. Just kidding, I realize English is probably not your native tongue but I couldn't resist.

 

[chayton]

It sounds like their customer support is still in training. However, if that last person was right and your account is still excluded then they shouldn't have taken your deposits and those should be returned. I'd contact the rep and try to get a definite answer.

EDIT: the only rep listed that I can find is the affiliate manager https://sussexmskpartnershipeast.com/forums/members/

 

[funex]

IMO, if they want to play by those rules and the self-exclusion was still in effect then they should refund you your $400 or whatever you deposited while they are saying it was in effect. You probably don't have much of a leg to stand on as far as getting your money back or receiving a bonus but I have to admit the entire scenario is pretty crummy.

Ohh. and BTW welcome to the forum and a little blue pill called Viagra will take of your last sentence. Just kidding, I realize English is probably not your native tongue but I couldn't resist.

Maybe "powerless" was a better word =)

 

[funex]

It sounds like their customer support is still in training. However, if that last person was right and your account is still excluded then they shouldn't have taken your deposits and those should be returned. I'd contact the rep and try to get a definite answer.

EDIT: the only rep listed that I can find is the affiliate manager https://sussexmskpartnershipeast.com/forums/members/

Thank you chayton, I have contacted the rep and brought to his attention this post.

 

[mn001]

If you had won they would probably paid out the winnings and then perma closed your account.

Take the loss.

 

[VPL]

RE:

Hi all,

I assure you I am personally looking into this matter, as the entire issue was not handled correctly by the agent in question.
I will feedback through the course of today with a solution to the matter.

Thank you,

Curt

 

[chuchu59]

Hi everyone,
In 2010 or 2011, can't really remember when, I've asked for cool off period at crazyvegas casino.
on the 29th of July I've decided to contact them and ask if the selfexclusion period was over and if I could play again.

An agent by the name "Stephane" informed me that the period was actually over and I could indeed play again, and unlocked the account accordingly.

Logged in and added a 1st virtual prepaid card, deposited, lost all credits.
Tried to add a 2nd virtual prepaid card, "An error occurred", contacted Stephane again and was told that everything was ok and I should add at least 4 other cards, she/he gave me the option to take a screenshot and send to support..for further analysis.

Well from here I've contacted a few agents and nothing got sorted out, one of them told me that I was restricted from adding new cards and should use e-wallets, so I started using click2pay and eco.

1 hour ago, after depositing 400 euros and loosing everything, I contacted them and ask if I could get a small bonus credit, for my surprise I was tol that I'm locked out from the casino since the selfexclusion period was still ongoing and would only be due by November.

Simple as that, I'm out, 400 euros lost that would never have a chance of cashing out as I was still on selfexclusion, final decision.

Is it my impression or in fact I've just dealt with very incompetent staff and burn 400 euros for nothing ?
I feel so impotent.

The cooling off period should be different from the self exclusion period in that the former gives you a short period to decide whether you really want to be self-excluded and the latter specifies a period or even permanently where you are not allowed back in. Judging from your post my personal opinion is that you should continue to self-exclude yourself as you seem to have an irresistable urge to gamble -not allowing credit cards didnt deter you and you were determined to play hence you resorted to Clicknpay and Ecocard. That said, since they have locked you out due to self-exclusion they have no option but to return your 400. In any case my friend I hope you can settle your nerves and refrain from playing in the near future for your own good. Your initial decision to self-exclude yourself may have been a right decision then and probably still is now.

 

[funex]

The cooling off period should be different from the self exclusion period in that the former gives you a short period to decide whether you really want to be self-excluded and the latter specifies a period or even permanently where you are not allowed back in. Judging from your post my personal opinion is that you should continue to self-exclude yourself as you seem to have an irresistable urge to gamble -not allowing credit cards didnt deter you and you were determined to play hence you resorted to Clicknpay and Ecocard. That said, since they have locked you out due to self-exclusion they have no option but to return your 400. In any case my friend I hope you can settle your nerves and refrain from playing in the near future for your own good. Your initial decision to self-exclude yourself may have been a right decision then and probably still is now.

My english isn't perfect has you may have noticed, I have actually made a mistake and meant the same while using both "words" (cooloff and selfexclusion)
I have asked to be self excluded, period, I asked if it that period was over as I felt giving it a try again at the same casino.

That is the main fact and not if I'm prepared to gamble again or not.

 

[funex]

Anyway, I thank your for your opinion and advice.

 

[chuchu59]

My english isn't perfect has you may have noticed, I have actually made a mistake and meant the same while using both "words" (cooloff and selfexclusion)
I have asked to be self excluded, period, I asked if it that period was over as I felt giving it a try again at the same casino.

That is the main fact and not if I'm prepared to gamble again or not.

The fact is you were not allowed to add credit cards but you were not deterred by it and tried to use other methods to deposit - not a good sign IMO and could be an indication that your addiction still lingers with you. I am not one to judge who should or shouldnt play but I guess you must have your reasons for self-exclusion in the first place. In any case, this casino is accredited and they should return your 400 no questions asked. You just have to prove that your account is still locked due to the self-exclusion clause in place earlier on.

 

[funex]

The fact is you were not allowed to add credit cards but you were not deterred by it and tried to use other methods to deposit - not a good sign IMO and could be an indication that your addiction still lingers with you. I am not one to judge who should or shouldnt play but I guess you must have your reasons for self-exclusion in the first place. In any case, this casino is accredited and they should return your 400 no questions asked. You just have to prove that your account is still locked due to the self-exclusion clause in place earlier on.

I added one credit card (virtual prepaid) and the next ones an error was occurring, they couldn't give me a specific reason why it wasn't working and advice me to use e-wallets.
That's when I used my e-wallet accounts.
I admit that I had and maybe still have a small gambling issue (don't we all ? let's face it)
Themselves have told me that I'm locked out till november due to self exclusion, I really hope getting those +-400€ refunded.

 

[chuchu59]

I added one credit card (virtual prepaid) and the next ones an error was occurring, they couldn't give me a specific reason why it wasn't working and advice me to use e-wallets.
That's when I used my e-wallet accounts.
I admit that I had and maybe still have a small gambling issue (don't we all ? let's face it)
Themselves have told me that I'm locked out till november due to self exclusion, I really hope getting those +-400€ refunded.

I have had enough for now but sincerely hope that when you get your 400 you can buy yourself something than splash it on the casinos. You did say the feeling of losing the 400 was bad in your earlier post didnt you?

 

[VPL]

Resolution.

Hi everybody,

We have confirmed that the agent in question is one of the newer agents, and we are indeed addressing the matter.
I can also confirm that we have refunded all deposits back to the player in question.
We apologize for the poor service given from our support team as well, and will do everything in our power to prevent such situations happening, going forward.

Kind regards,

Curt

 

[funex]

Thank you Curt,
really appreciate your fast intervention and for solving this matter with an outstanding efficiency.
Thumbs up

Hi everybody,

We have confirmed that the agent in question is one of the newer agents, and we are indeed addressing the matter.
I can also confirm that we have refunded all deposits back to the player in question.
We apologize for the poor service given from our support team as well, and will do everything in our power to prevent such situations happening, going forward.

Kind regards,

Curt

 

[chuchu59]

Hi everybody,

We have confirmed that the agent in question is one of the newer agents, and we are indeed addressing the matter.
I can also confirm that we have refunded all deposits back to the player in question.
We apologize for the poor service given from our support team as well, and will do everything in our power to prevent such situations happening, going forward.

Kind regards,

Curt

While I applaud you for the quick resolution a big question remains as to why the OP was allowed to have access to his account and deposit. Though the agent was in the wrong it does seem your control system is lax.

 

[sparkz]

A bit OT but relating to what you said chuchu59.

I posted about it here. Where I lost some cash at 32red, I then asked for a free chip and only then did they notice I had self excluded.

When I did self exclude it was at a load of casinos. This was due to the fact I dont like leaving my accounts open if im not playing there (cause from before Ladbrokes actually emailed to tell me they would be charging an inactivity fee). 32red was 1 of them. Many cant just close an account without making it self excluded so to make it quicker and easier I told them all I wanted self exclusion.

When I signed up I was pretty sure I hadnt excluded from 32red. I could of been that I mixed them up with redflush or some other MG with red in the name. I signed up with my usual details, after they closed my account some guy contacted me and tried to blame it on me, saying I had tried to trick they system with false details (Nope, name, address, DOB, Post code, was all the same in lowercase and with no spelling mistakes as it had always been) and my account is locked. When I asked if I had won would they of just voided my balance (twice) they never replied.

Goes to show really... When it comes to responsible gambling, theres no limits. Many even tell you, that if you were to self exclude and open another account, they cant stop you and take no responsibility.

It doesnt seem like any casinos has correctly working self exclusion detection systems

 

[VPL]

Resolved

Hi all,

We have managed to resolve the issue directly with the player.
Thank you for all your comments.

Kind regards,

Curt

 

[Zepher]

Hi all,

We have managed to resolve the issue directly with the player.
Thank you for all your comments.

Kind regards,

Curt

Hi Curt

While we appreciate that this has been fully resolved from the player's perspective, it still doesn't answer this question which Chu asked:

While I applaud you for the quick resolution a big question remains as to why the OP was allowed to have access to his account and deposit. Though the agent was in the wrong it does seem your control system is lax.

 

[VPL]

RE:

Hi all,

As a result of a lack of communication from the agent's end, the correct protocol was not followed through.
But rest assured, this has been rectified on our systems,and and correct training and coaching has taken place.

Kind regards,

Curt