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Non-Bonus Complaint Complaint Finlandia Casino / Self exclusion

Discussion in 'Casino Complaints - Non-Bonus Issues' started by 0201059, Aug 4, 2017.

    Aug 4, 2017
  1. 0201059

    0201059 New Member

    Location:
    Finland
    Hi,

    I tried to make sure that I cannot lose anymore money to Finlandia Casino but it was too easy to open my account again. I lost over 6000 euro. Finlandia Casino does not provide self exclusion process for 6 months when loggen in your account (only 24h / 7 days). They have option when logged in you can close your account. I closed my account via automated process. I tried to make unpossible to lose anymore money by closing my account. When game addiction hit me I was able to re-open mya account via email link. Finlandia Casino does not follow their own rules. I made comlaint to Finlandia Casino. They said that self exclusion for 6 months has to be done by contacting their customer service. Again their own rules says that it can be made via automated process when logged in to account. I made complaint to MGA and got reply that they have made contact to Finlandia Casino (Dumarca Gaming Ltd). What to you think can I get my money back?


    Dear Sirs,
    I made about week ago automated self exclusion process when is was logged in to my gaming account. I made it because I lost money and I wanted to take a break from gambling and make sure that I do not lose anymore money. Then last Saturday 22.7.2017 I had drunk a little and I got an idea that I try if I can play again. I was able to open my account via link sent to my email. This process took few minutes and my account was open. I lost over 6000 euros during that night.

    I made complaint to Finlandia Casino 23.7.2017 that they have broken their own rules and I demand my placed bets (lost money) back. I copied their rules to this message. Customer service replied me in same day that they cannot return the money and they have done nothing wrong. They state in their own rules that minimum time is 6 months and during that time re-registration is not possible. Customer service wrote that I should have to contact them to close my account. They state in their rules that self exclusion can be made via gaming account.

    I replied them that I am not satisfied to their answer and I demand my money back. They have not been contact to me since then.

    Can you help me?

    6.3
    Customers are able to self-exclude by contacting customer services or by entering the automated self-exclusion process when logged into the account. All funds must be withdrawn before self-excluding.

    6.4
    A player wishing to self-exclude must do so for a period of six months minimum; Players have the option of extending to this to a total of at least five years.

    6.5
    If you choose to exclude yourself for an indefinite period your account will be closed and you will be barred from re-registering on our Website.
     
  2. Aug 7, 2017
  3. alexking12k

    alexking12k Experienced Member

    Occupation:
    Commodities trader
    Location:
    Los Angeles, CA
    I think that your only chance to get anything back is to argue that the written terms about self exclusion are not specific or clear enough. What I mean by this is that it doesn't appear to say that, in order to be excluded for 6 months, the only way to do so is by contacting customer service directly. It only says that self exclusion can be done either by contacting the customer service or via automated self exclusion process, unless I'm missing something. It's very difficult to get a refund from a casino but you won't lose anything if you try. Good luck!
     

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