I have self excluded myself from this casino at least 10 times. A couple of weeks ago I wrote to them not to open it again. And tonight yet again it was opened straight away for me

Dear Seanzzzzz,

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

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

They have responsible gambling tools. Which I requested for it to be permanently closed. They don't take this tool seriously. I have asked permanently closed it and they just open it again within seconds. I have told them don't open my account again no matter how much I ask. And they just opening it again. Its very frustrating when these casinos don't take their own gambling tools seriously. They may aswell have no gambling tools in place

Screenshots from the player:

Thank you, Seanzzzzz, for your emails. Could you kindly inform us whether you have previously disclosed a gambling issue while requesting the permanent closure of your account? Please be aware that without specifying the reason for your desire to have your account permanently blocked, it may be possible to reactivate it at various casinos through a simple request. The casino operates in compliance with its established rules and regulations.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lolo.bet Casino,

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

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."

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

So your telling me that they are within their rights to have responsible gambling tools that don't work. Your telling me that you can permanently close your account on their website and they can just open it again. So you tell me what is the point of these responsible gambling tools.

I'm simply emphasizing the importance of sending an email clearly outlining your reasons for self-exclusion, as it provides solid evidence of your intent and makes it easier to address the matter with the casino. While many casinos offer responsible gambling tools, it's unfortunate that simply closing an account, even if done permanently, doesn't always guarantee that the account will remain blocked.

Could you please confirm whether you followed the instructions outlined in my previous response?

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.

I did self exclude throught their online form. Its not even about the money.

It's a shame these casinos don't take problem gambling seriously. I find sg international casinos which this casino is related to are probably one of the worst for online gambling tools. Could you review this casino and advise people their gamblin tools don't work and they don't adhere to them. Dishonest casinos like this casino are the scurge on people

Could you please confirm whether you followed the instructions outlined in my previous response? Is your account blocked now?

I have checked the responsible gambling section on the website and this is what I found (here):

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time or forever.

Additionally, in case you ask us to close or permanently close your account, we shall also ask you whether or not this is to be interpreted as a self-exclusion request.

Once you begin your Self-Exclusion period, your account will be disabled, you will be excluded from receiving all promotional offers and communications, and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Please note, that your request for Self-Exclusion shall be limited only to your

gaming activity on the Website. In case you enjoy services of other entertainment

websites, please contact them directly.

Please contact us only via email to [email protected] and inform us about your decision to pause your activities at the Website.

I urge you to send an email as instructed in my previous email and by the website itself if you wish to apply for permanent self-exclusion.

Yes it permanently blocked now I showed you that in my first email

Given that your account is currently blocked, we will proceed to close this complaint. For future reference, I highly recommend retaining a copy of your self-exclusion request as evidence in the event that addressing the casino becomes necessary.

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.