Casino Complaint Self exclusion ignored

Adel

Newbie member
Hi

I requested a permanent self exclusion from silversands casino in December 2016 after losing a lot of money. They refunded me R9000 due to my addiction. In a moment of weakness I was curious to see if I can register and I could! Having a problem, could not resist and ended losing R10000 which I cannot afford to lose but chasing losses. I have emailed them regarding this issue and why my self exclusion was ignored but no reply. They blocked my account again but no response further. There is a reason for excluding oneself if addicted to gambling. We don't have control over our addiction.

I need them to stop doing this to people. I don't have any money left. Mom of 2, please help.

Thank you

Regards

Adel
 

bebo67

Meister Member
PABnonaccred
MM
Hi

I requested a permanent self exclusion from silversands casino in December 2016 after losing a lot of money. They refunded me R9000 due to my addiction. In a moment of weakness I was curious to see if I can register and I could! Having a problem, could not resist and ended losing R10000 which I cannot afford to lose but chasing losses. I have emailed them regarding this issue and why my self exclusion was ignored but no reply. They blocked my account again but no response further. There is a reason for excluding oneself if addicted to gambling. We don't have control over our addiction.

I need them to stop doing this to people. I don't have any money left. Mom of 2, please help.

Thank you

Regards

Adel
I'm a bit confused in what you are asking help for? They gave you money back, I don't know how much that is in Canadian dollars, but I think it was awfully good of them. And a key phrase stands out " they blocked your account again". Be thankful that they did. Have you been playing at other casinos? I hope you find some help with your addiction, and maybe a church can help with food for you and your children, plus provide counseling. Best of wishes.
 

Alfran

Full Member
I'm a bit confused in what you are asking help for? They gave you money back, I don't know how much that is in Canadian dollars, but I think it was awfully good of them. And a key phrase stands out " they blocked your account again". Be thankful that they did. Have you been playing at other casinos? I hope you find some help with your addiction, and maybe a church can help with food for you and your children, plus provide counseling. Best of wishes.
I think the refund was for the first loss before the self exclusion. She lost a lot, made a complaint and got the refund and then asked for self exclusion... thereafter due to the addiction she tried to log in again and was able to play, and lost again even after requesting the self exclusion. Now the casino is not answering her complaint, only closed the acct.
 

DreamRJ

Out of this world!
webmeister
MM
I think the refund was for the first loss before the self exclusion. She lost a lot, made a complaint and got the refund and then asked for self exclusion... thereafter due to the addiction she tried to log in again and was able to play, and lost again even after requesting the self exclusion. Now the casino is not answering her complaint, only closed the acct.
The OP never said she logged in again, she said she registered again to see if she could.

To be fair she should have known better, addiction or not. Casino should also have had a system in place to detect the same information entered during the second registration that would then give an alert saying that you can not register again because you already had an account which has been blocked.

So actually I blame both parties here.

But I am sorry for your addiction problem and I really hope you get some help not only for you, but for your 2 kids. So please please get some help.

And I am sorry if my words was a bit condescending, I didn't mean them to be. I was just speaking some truths. But I really hope you get the help that you need. :)
 

Alfran

Full Member
The OP never said she logged in again, she said she registered again to see if she could.

To be fair she should have known better, addiction or not. Casino should also have had a system in place to detect the same information entered during the second registration that would then give an alert saying that you can not register again because you already had an account which has been blocked.

So actually I blame both parties here.

But I am sorry for your addiction problem and I really hope you get some help not only for you, but for your 2 kids. So please please get some help.

And I am sorry if my words was a bit condescending, I didn't mean them to be. I was just speaking some truths. But I really hope you get the help that you need. :)
Thanks for that, yea i didnt pick that up 'registered'. In that case needs more investigation on how she was able to re-register and the details of that.
I hope you manage to get help or at least get support from your loved ones or someone you can trust. Or some way to limit your access to finances or withdrawals.
 

Adel

Newbie member
Thank you for those understanding. It is difficult for someone who does not have a problem to understand the effects on a person, so I respect your comments but would appreciate not being to kick a dog while down. Rather save your criticism where it can be constructive.
 

maxd

Complaints (PAB) Manager
Staff member
... Rather save your criticism where it can be constructive.
They're perfectly entitled to voice their opinion. Please leave it to the forum moderators to decide who, if anyone, is posting inappropriately.

Should also mention that you're welcome to Report a post if you feel it needs our attention: Report a post. Why would you? Why should you?
 
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Adel

Newbie member
I am not saying they are posting inappropriately and yes everybody is entitled to their opinion. That was just my opinion.
 
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