Non-Bonus Complaint CasinoBellini didn't adhere to my self-exclusion request

BER151501132

Banned User - scammer and fraudster
Hi,

I sent an email in the early afternoon on the 24th August (friday just gone) asking for self-exclusion from casinobellini (imperial e club casino).

Several hours later I deposited £600 (and then asking for a withdraw of £1,050).

On the 26th I account was still not closed down (and then stupid I know), I cancelled this withdraw, lost it and a further £4,000...

When do you expect a casino to implement a self-exclusion request? It should not take over 48 hours?

When I spoke to them on live chat, they claimed they never had the email, but closed my account right away... I've traced the email and found it hit their mailserver 5 seconds after I sent it and their exchange server 1 second after that...

They are refusing to acknowledge this email, so much as to not mention it in any correspondence despite me continually talking about (they claim I requested self-exclusion via chat on the 26th).

What do you think is right here? I believe they had more than ample time to adhere to my request, but they havn't mentioned my original email, going very far to completely avoid mentioning it in any further emails :/

I requested a £4,600 refund (bringing it the deposits made after I requested the self-exclusion).

It's impossible to speak with anyone there, they use callcentre called pargonicc (www.paragonicc.com) and they won't let you speak to "the management".

Any advise?
 

Deanna

Senior Member
Hi,

I sent an email in the early afternoon on the 24th August (friday just gone) asking for self-exclusion from casinobellini (imperial e club casino).

Several hours later I deposited £600 (and then asking for a withdraw of £1,050).

On the 26th I account was still not closed down (and then stupid I know), I cancelled this withdraw, lost it and a further £4,000...

When do you expect a casino to implement a self-exclusion request? It should not take over 48 hours?

When I spoke to them on live chat, they claimed they never had the email, but closed my account right away... I've traced the email and found it hit their mailserver 5 seconds after I sent it and their exchange server 1 second after that...

They are refusing to acknowledge this email, so much as to not mention it in any correspondence despite me continually talking about (they claim I requested self-exclusion via chat on the 26th).

What do you think is right here? I believe they had more than ample time to adhere to my request, but they havn't mentioned my original email, going very far to completely avoid mentioning it in any further emails :/

I requested a £4,600 refund (bringing it the deposits made after I requested the self-exclusion).

It's impossible to speak with anyone there, they use callcentre called pargonicc (www.paragonicc.com) and they won't let you speak to "the management".

Any advise?
Honestly after reading this I don't feel you have a right to ask for that money back. It's not fair to blame them for an addiction that you have. I feel for you because there have been many times I've deposited money knowing I'm going to hate myself after and that it's going to cause a financial problem and lets face it, the odds are always going to be in favor of you not winning the big cash out.

I'd chalk this up to ...well, I don't know what I'd chalk it up to exactly but I'd request again they close your account and then try very hard to just step away from your computer for a few days. I'm sorry for you that this happened and I hope it all works out for you in the end.
 

chuchu59

gambling addict
PABnonaccred
CAG
Its your first post in this forum and you are stating that the casino sort of ripped you off. To me it seems a calculated move to run with your money if you win and cry foul when you lose. You requested self-exclusion but then almost immediately made a deposit. You were sober when you made the request but the addiction allegedly took the better of you and you deposited and played. You were then sober enough to post a complaint here to attract fanfare and hopefully force the casino to refund your losses. I dont care how you feel but surely one must allow a casino to deal with a self-exclusion request. In fact, one should wait for the confirmation from the casino before the request is deemed successful.
 

Nifty29

Dormant account
Hi,

I sent an email in the early afternoon on the 24th August (friday just gone) asking for self-exclusion from casinobellini (imperial e club casino).

Several hours later I deposited £600 (and then asking for a withdraw of £1,050).

On the 26th I account was still not closed down (and then stupid I know), I cancelled this withdraw, lost it and a further £4,000...

When do you expect a casino to implement a self-exclusion request? It should not take over 48 hours?

When I spoke to them on live chat, they claimed they never had the email, but closed my account right away... I've traced the email and found it hit their mailserver 5 seconds after I sent it and their exchange server 1 second after that...

They are refusing to acknowledge this email, so much as to not mention it in any correspondence despite me continually talking about (they claim I requested self-exclusion via chat on the 26th).

What do you think is right here? I believe they had more than ample time to adhere to my request, but they havn't mentioned my original email, going very far to completely avoid mentioning it in any further emails :/

I requested a £4,600 refund (bringing it the deposits made after I requested the self-exclusion).

It's impossible to speak with anyone there, they use callcentre called pargonicc (www.paragonicc.com) and they won't let you speak to "the management".

Any advise?
Are you for REAL??

You asked for self-exclusion, then a couple of hours later you DEPOSITED and WITHDREW.....then reversed it, blew it, and another $4000 in addition....and now you want a REFUND???

You are out of your mind. Would you have expected them to pay if you had won $10000?? Hell yeah you would, and you would be the first one complaining when they refunded your deposits because you were "excluded".

Get a grip. Move on. You lost fair and square.

My guess is that you DELIBERATELY deposited after requesting exclusion so you could have a "free hit" i.e. if you won then great, if you lost then you would whine about not being excluded and go make some noise on some forums. It's pitiful really.

If you REALLY want to stop gambling, then install gamblock and go to your nearest and soonest Gamblers Anonymous meeting.
 

BER151501132

Banned User - scammer and fraudster
Its your first post in this forum and you are stating that the casino sort of ripped you off. To me it seems a calculated move to run with your money if you win and cry foul when you lose. You requested self-exclusion but then almost immediately made a deposit. You were sober when you made the request but the addiction allegedly took the better of you and you deposited and played. You were then sober enough to post a complaint here to attract fanfare and hopefully force the casino to refund your losses. I dont care how you feel but surely one must allow a casino to deal with a self-exclusion request. In fact, one should wait for the confirmation from the casino before the request is deemed successful.
Calculated move? It most certainly is not that.

I was asking for opinions. I understand what you two both say, what I am saying, is I informed them, it shouldn't take over 48 hours for them to progress this.

And for the record, both of the times I deposited after self-exclusion I was drunk (not sober).

I am sober now (afternoon, not evening).
 

chuchu59

gambling addict
PABnonaccred
CAG
Calculated move? It most certainly is not that.

I was asking for opinions. I understand what you two both say, what I am saying, is I informed them, it shouldn't take over 48 hours for them to progress this.

And for the record, both of the times I deposited after self-exclusion I was drunk (not sober).

I am sober now (afternoon, not evening).
Read my post again. You were sober when making the self-exclusion request and when posting in this forum but possibly not when depositing. There is no standard time for dealing with such requests. You state 48 hours because it works to your advantage in this scenario.
 

BER151501132

Banned User - scammer and fraudster
Read my post again. You were sober when making the self-exclusion request and when posting in this forum but possibly not when depositing. There is no standard time for dealing with such requests. You state 48 hours because it works to your advantage in this scenario.
However, it doesn't stop the casinos shady practice by ignoring the email (still), they claimed on chat they never got it and have not mentioned it once and I've asked them why it wasn't actioned, and they never responded.
 

Mousey

Ueber Meister Mouse
Hi,

I sent an email in the early afternoon on the 24th August (friday just gone) asking for self-exclusion from casinobellini (imperial e club casino).

Several hours later I deposited £600 (and then asking for a withdraw of £1,050).

.....
Any advise?
1. Contact all casino groups and state you wish to have all accounts closed/blocked due to gambling addiction. Uninstall all casinos.

2. PM Casinomeister and request your account here be closed.

3. Install Gamblock (or similar).

4. Go out and do some yard work, paint the kitchen, change the oil in the car, vacuum the carpet, wash the dog, anything that doesn't have to do with gambling.

5. Find some help and move on with your life. No one but you can make you stop gambling.
 

chuchu59

gambling addict
PABnonaccred
CAG
However, it doesn't stop the casinos shady practice by ignoring the email (still), they claimed on chat they never got it and have not mentioned it once and I've asked them why it wasn't actioned, and they never responded.
If they had gotten the mail but denied it that is shady practice but this doesnt mean they need to give you a refund because they hadnt taken action yet. You should either have waited till they replied that your request had been complied with or you try to log in to check if your account had been closed. The fact that you were able to log in implies that action hadnt been taken yet. If, however, you had won and they denied your winnings you will argue on the opposite side.
 

LHofsdal

Ueber Meister
MM
If you are sober...

If you are sober now, I will tell what to do, Call Gamblers Anonymous!!!!

That is what you need, nothing else. No advice we can give you is going to be as helpful as Gamblers Anonymous.

LH
 

Pinababy69

RIP Lisa
It sounds like gambling isn't the only addiction that you may have problems with. It sounds like alcohol is also a contributing factor. I can tell you from experience, that if you have an addictive personality.....then you may also want to get some help with the drinking issue. Many addictions go hand in hand....and I think you'll find that if you quit drinking, the gambling will be easier to give up as well. JMO.

As for this particular issue, I don't believe the casino owes you anything. If you hadn't received email confirmation that your account was closed, then you should have gone on live chat requesting it to be done. And we all know that even if you had closed the account, you probably would have gone and found a different casino to deposit at...given that you were drunk, and the gambling bug had hit.

As other members have stated, get the help that you need...and best of luck to you.
 

P.V.

Senior Member
webmeister
This is why a centralized self exclusion data base should be utilized by multiple IGaming sites. But even then a problem gambler needs to allow time for member sites to respond, exclude them within their system.

The OP would in fact have a record, they self excluded vs. we didn't receive the email but the OP needs to allow time for this information to be shared and entered. :thumbsup:
 

carlisleboy

Dormant account
I do have to agree with the others, you aren't entitled to anything and you really need to seek professional help.

A general annoyance with self exclusion. I find it ridiculous that I still receive emails and sometimes post from casinos I have self excluded from in the past.

To my mind when you self exclude from a casino they should surely remove your email and postal address from receiving mail, particularly those mails that say things such as we've missed you come back.
 
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