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Resolved Late self exclusion

Discussion in 'Casino Complaints - Non-Bonus Issues' started by nikos, Oct 5, 2009.

    Oct 5, 2009
  1. nikos

    nikos Dormant account

    Occupation:
    Free lancer
    Location:
    Greece
    Hi everyone,

    I am a ruby fortune casino player. I have become highly addicted with big losses over the past 6 months so 3 weeks ago I 've asked them for self exclusion. After 1 week from my request, I tried to deposit again some money and I realized that my account was still valid and open. I lost 2000 euros within a couple of hours....

    How can I get these money back, since my account should have been blocked from my previous request.

    Thanks,

    Nikos
     
  2. Oct 5, 2009
  3. marioking24

    marioking24 Quit Gambling PABnononaccred PABnonaccred

    Occupation:
    College Student
    Location:
    Cottbus/Germany
    i dont like the fact that they didnt close your account, but in my eyes, YOU are responisble for what you do or where you spend your money on...
    man you are a grown up, so dont cry like a baby...
    this money is gone and I will assure you that you have absolutely no chance to ever see it again.
    There is lots of professional help for gambilng problems! But they only can try to help you. You have to be the one who controls yourself...

    AND, even if they would have closed your account, I am sure that you would have gambled away this money at another OC... there are millions and they are all happy to take your money, obviously!
    Your fault
     
  4. Oct 5, 2009
  5. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Sorry to hear about your problem with this casino Nikos. I would have thought this group (The Palace Group) would have took some notes and learned a few tips and pointers from this thread "Palace Group Rules Shenanigans" from back in May but if what you say is true then it appears that they may not have.

    I do think you should have confirmed with them too though that they had for sure closed your account and totally excluded you from any and all future deposits there within a couple of days after telling them to. If they in fact did not, then that does not look good at all for Ruby Fortune here since they are listed as an "Accredited Casino" here at Casinomeister!

    Did you do that with them? And did you also receive a confirmation email that your deposits had in fact been cut off there?

    That is absolutely their responsibility to do that once you have asked them to.
    ____
    ____
     
    1 person likes this.
  6. Oct 5, 2009
  7. nikos

    nikos Dormant account

    Occupation:
    Free lancer
    Location:
    Greece
    You are right my friend. This is not the reason I posted though. Anyway...
     
  8. Oct 5, 2009
  9. nikos

    nikos Dormant account

    Occupation:
    Free lancer
    Location:
    Greece
    That's a good approach, thanks.

    I did not contact them to confirm my account blocking and I did not get any confirmation email regarding that subject. I will contact them and let you know their official reply.
     
    1 person likes this.
  10. Oct 5, 2009
  11. PNWGirl38

    PNWGirl38 Senior Member

    Occupation:
    Oh yeah, work!
    Location:
    .
    Welcome to the forum!

    Sorry to read that yet again another Casino didn't lock the players account when asked. :mad:

    But I do have to ask you tho .... if you had won on the deposits you made, would you have still asked for the deposits back :confused:

    Again ... welcome to the forum! :thumbsup:
     
    2 people like this.
  12. Oct 5, 2009
  13. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    I have to wonder why you even logged in an then when you saw that you could log in why did you deposit such a huge amounts 2000 euros?
    If it is that bad then you should throw out your pc
    I am sorry that you lost but you deposited on your own no one made you do it

    Cindy:)
     
  14. Oct 5, 2009
  15. same_old

    same_old Dormant account PABaccred webmeister

    Occupation:
    12th man
    Location:
    Australia
    Touchy one this one.

    It all depends when you asked to have the account closed to then try and re-deposit, did you give them time to act upon your request?, I think 24-48 hours is a acceptable time frame to have this account closed. if it was left open after this time then I feel you do have a case, if not, then I feel the issue lies with you.

    Are you really being honest with yourself trying to get out of gambling or are you looking for those loopholes to try and get around things like this and not wanting to truly stop.

    I sure hope YOU are doing everything in YOUR power to try and stop the gambling, if your not honest with yourself then you are fighting a losing battle my friend.

    If you truly wanted to stop you would be cancelling all your credit/debit cards, start looking into Gamblers Anonymous and find anything in your local area. then you should probably pack the computer into a cupboard for a while to start doing those things you used to do.
     
  16. Oct 5, 2009
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    Of course not, BUT would the casino have paid?

    There have been cases of casinos REFUSING to pay WINNINGS in this very scenario.

    1) Player asks for account to be locked
    2) Player gets tempted, and finds account STILL OPEN.
    3) Player deposits, and WINS
    4) Casino says, sorry -can't pay as you "self excluded last xxxxxx"
    5) Player ONLY gets deposit back.

    Given the above, it is not only the PLAYER that complains on one outcome, and not the other - it can be the casino too!

    5) should work both ways. If player has winnings confiscated when playing a "self excluded" account, so should the casino have IT'S winnings confiscated where they come from an account that is "self excluded" but through incompetence has been left available to the player.


    Casinos should take requests for such "self exclusion" MORE SERIOUSLY. At present, it seems they are often dealt with as a mundane CS enquiry, with a lack of consistency in procedure when received, and outcome when processed.

    Players too should NOT "cry wolf" and ask for "self exclusion", or has been demonstrated in one case even use terms such as "addicted" that imply loss of control in conversations with CS, lest they DO take it seriously, as players who go on a "rant" about poor payouts sometimes find (CS can mistake it as a loss of control of the habit, and thus set an exclusion). One player who merely described an aspect of the games as "addictive" found themselves flagged as "problem gambler" in the system.:eek:

    This issue again seems to show that Palace Group have lost their sparkle, even their way. They are "firefighting", rather than having a management structure that lends itself to getting it right first time. The issue "Palace group Shenanigans" was an issue, the "firefighters" put it out, but now another part of the operation has been the source of another issue, one just as bad (if not more so).
     
    7 people like this.
  18. Oct 6, 2009
  19. Webzcas

    Webzcas Winter is Coming! Staff Member

    Occupation:
    Webmaster
    Location:
    Block S25, South Stand, Ashton Gate, BS3
    I do sympathise with you Nikos and I know it won't help how you are currently feeling about yourself, but I can completely empathise with your situation.

    Several years ago when living in Gibraltar and working for Ladbrokes, being surrounded in and outside work by people living the industry. I found myself in a situation you are now experiencing.

    I opened a William Hills Sportsbook and Casino account and over a period of several months managed to lose nearly 10,000. I had to take out a loan over 5 years to pay that back. It nearly ruined my relationship, my career, in short everything.

    Luckily and thankfully my then girlfriend who is now my wife, was extremely supportive. She helped me take control back and beat the addiction I had. I got Hills to lock down my accounts and I gave K access to my internet banking account, she also had sole access to our post box. Whereby I couldn't hide any gambling activity from her.

    This is a very important step to take if you really do want to beat this addicition you have.

    There is no point lamenting over the additional 2,000 euros you have lost. You yourself have stated in this thread that you received no confirmation from the Palace Group that your account was locked down. Additionally as an eCogra certified casino, Ruby Fortune would have also had to offer you the chance to self exclude yourself for a minimum period of 6 months from all eCogra certified casinos.

    Perhaps there is an issue with Ruby Fortune on not acting quickly enough to your request. However as an adult, you also have to take responsibility for your actions. These are two seperate issues.

    What is done is done. You can't and will be very unlikely to get your losses back. But there is help out there for you, should you want to receive it.

    With regards the timescale as to how long a casino should take to lock your account, should you admit to a gambling problem or request for self exclusion. I believe it should be no more than a couple of hours maximum. Let alone 24 or 48 hours.

    Just the other week after a bad run on Thunderstruck now as far as I am concerned forever known as Thundersucks :rolleyes: , I requested 32red lock my account for 6 months. I contacted PatH and within the hour, my account was locked down. Is it any wonder 32Red always win the CM Best Casino award. :D

    In short, I really hope you take the help that is available for you Nikos. Below are some links to useful information that will help you.

    In the meantime, has your account now been locked down? If not perhaps ask Bryan or Max to give the Ruby Fortune / Palace Group rep a nudge to do the right thing.

    You must register/login in order to see the link.
    You must register/login in order to see the link.
     
    Last edited: Oct 6, 2009
    8 people like this.
  20. Oct 6, 2009
  21. gambblex

    gambblex Expanding Wild

    Occupation:
    M.D.
    Location:
    UA
    Hi Nikos!

    How exactly did you ask them? If it was during chat conversation CS rep could easily forget about it right after session ending.

    I think it's important for further actions to have at least email requests copies.
     
  22. Oct 6, 2009
  23. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Sympathies, Nikos - this is no easy thing to overcome, but it can be beaten.

    May I suggest that you go to ecogra.org and place a complaint in the online dispute channel that you will find there, giving full details of your exclusion request and Ruby Fortune's apparent failure to attend to it?

    Self exclusion requests are regarded in a serious light by eCOGRA as part of the responsible gambling requirements, and I'm sure they will want to look into this unacceptable failure by one of their accredited operators.
     
    1 person likes this.
  24. Oct 8, 2009
  25. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    **BUMP**

    Nikos, have you submitted a complaint?

    This sort of apparent failure of a casino's very important Responsible Gambling obligations always interests me and I would like to know what is happening?
     
  26. Oct 8, 2009
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi Niklos - I sympathize with your problem,but when dealing with a serious issue like this, one must ensure that your ass is covered.


    Damn! That's where you messed up. Always - ALWAYS get a confirmation email when requesting account blocks/closures. THEN uninstall the casino. Don't ever go back.

    But we don't know this. Looks like the closure request didn't get through.

    Please don't make assumptions. Apparently the player's request was not submitted/confirmed.
     
  28. Oct 8, 2009
  29. shadow123

    shadow123 Experienced Member

    Occupation:
    programmer
    Location:
    midlands
    I play one of the Palace groups casinos and they are still offering 20%
    bonus on reversals. They say play with no risk,its just extra money and you can still withdaw any time, not mentioning that the cash you play after the
    reversal is yours, the bonus is only played after your cash has gone.
    They seem to do everything they can to persuade the more vulnerable players to lose, 1 withdrawal a week with a low maximim.
     
  30. Oct 8, 2009
  31. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    The funny thing I find about this thread is why the OP didnt even make a complaint to Ruby Fortune right after he lost the $2K and came here to post here instead. At the very least he should seek an explanation from the casino first.
     
    1 person likes this.
  32. Oct 8, 2009
  33. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    agreed true that I found that odd also

    Cindy
     
  34. Oct 8, 2009
  35. silcnlayc

    silcnlayc Just one more spin pleez! CAG MM PABnonaccred PABaccred

    Occupation:
    IT Director of Operations
    Location:
    Left Hungary
    Ditto on this...I get the strange feeling in my gut that all is not what it is, as being said.

    .
     
  36. Oct 8, 2009
  37. paulcr

    paulcr Full Member

    Occupation:
    IT
    Location:
    UK
    Why didn't the player just keep entering the wrong password when logging in to the casino software.

    After X number of goes it locks your account automatically and you need to contact support to get it reopened.
     
    4 people like this.
  38. Oct 8, 2009
  39. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    That's a damn good idea - never thought of that.
     

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