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Hi peder10 - welcome back!

Before we go any further - did you tell West Casino that you had a gambling problem? If you are looking for the operator to help you control your gambling you need to be clear with them that the request is a Responsible Gambling issue.

Thanks,

ThePOGG

First time i didnt said so. But after a while i said it was gambling issue because they did not help me to clse my account. I have asked 34 times about closing. Instead of closing they started to give bonuses

Hi peder10,

Do you have copies of the communications where you informed West Casino of your gambling problem?

Thanks,

ThePOGG

I have a mail when i ask for permantly closing. All chat logs is saved in data base, i have asked 34 times for permantly closing. Ask them if you can get it, they will not help me

Hi peder10,

I'm afraid to say that asking to close your account "permanently" would not qualify as a self-exclusion. Lots of players ask to close their accounts for a variety of different reason, most often because they are unhappy with the level of promotional incentives they were receiving. The word permanent does not tell an operator that you have a gambling problem. 

Have you clearly and explicitly told the operator that you wanted to close your account due to having a gambling problem?

Thanks,

ThePOGG

Hi peder10,

I'm following-up on the above?

Thanks,

ThePOGG

Yes do that. I have write in mail that i want my account closed, and many many times in the chat that i want permantly closed due gambling issue. Ask fot the chat please- i didnt get it

Hi peder10,

I haven't said that we're doing anything at the present time. I need you to answer the question. Did you tell the operator clearly that you have a gambling problem or did you only ask to have your account closed? Asking for your account to be closed is NOT the same as asking for a self-exclusion.

Thanks,

ThePOGG

Ok again. I have writed mail and told the chat 34 times i want account permnalty closed. I have also many times informed its due gambling i problems. I lost much money under this month it tooked before it was closed. It was first when i told them i was going to inform thepogg and askgambler about this they closed my account. I have tried to get chat logs from them but the deny

Hi peder10,

Again - were you allowed to play AFTER you told them you had a gambling problem?

As I've told you already, asking to 'permanently close' your account is not enough to have any claim. There would only be an issue here if you were allowed to play AFTER you informed them explicitly that you had a gambling problem.

Thanks,

ThePOGG

Yes
I told them several times to close due gambling problems. The answer was always that they cant close it, it must be an account manager. Wait to next day they always said, but no close my account and the account manager never try to reach me, even that i asked for it over 30 times

1 month has soon passed. And i have told you several times that i have told them that i have gambling problems, confirmed it also several times and nothing happends. You can close this complian because i see that is impossible to fight against casinos when it impossible to win a fight.

Hi peder10,

I'm well aware of how long has passed. Had you answered our questions promptly at the time we asked them much of this delay could have been avoided.

If you had communications demonstrating that you had informed the operator of having a gambling problem that would have been a significant help to us in pursuing this issue which is why we ask for this. If you have only asked for an account closure then you do not have a case, which is why we've specifically pursued you to clarify this.

If you want to withdraw you permission for us to discuss this issue with the operator you are free to do so, but the delays you have complained about have been due to your failure to provide clear answered when requested to do so.

ThePOGG

I have told you several times that informed them about the reason for closing is gambling problems- that didnt help

i have today also tried to get the chat history but they will not give it to me

Hi peder10,

Actually no you didn't. The chain of things you've told us in chronological order:

i) You didn't initially tell them you had a gambling problem but did later.

ii) When asked for copies of your communications showing this you forwarded a mail show a request for a "permanent" closure, with no mention of a gambling problem.

iii) That you've told chat 34 times that you want "permnalty closed".

Your frustration here is due to the fact that you have not always responded to our questions promptly and repeatedly return to a non-relevant piece of information in every response. Asking for a permanent closure would not count as telling them about your gambling addiction. You need to have told them explicitly that you have a gambling problem.

I've asked you the same question repeatedly because you don't seem to either understand it or want to answer. There is no point in us contacting the operator if you haven't been clear about your problem. It would be a waste of everyone's time.

Answer the following questions:

i) Did you clearly tell the operator you had a gambling problem?

ii) If so when approximately?

iii) Via what channel did you communicate this? (Live Chat, email etc)

iv) Do we have your permission to speak to the operator on your behalf?

ThePOGG

1 Yes, i have already told you that. Many times i said that.
2. many times in the chat and mail
3. live chat
4 No idead anymore. You belive more at this casino than me, so no thanks

Hi peder10,

That's fine. We consider this complaint closed.

ThePOGG

Yes there is nothing more to do. I read this complain again. And i find that i several times has informed you that i told west casino that i want my account closed due gambling problems. I have also informed you that it took 1 month from the intial qusetion and that i have asked 34 times in the chat for closing and many times of this it didnt help even than informed them the reason was gambling problems. I cant understand what the problem was for you, have you ownerintrest in this casino or what???
No thx- i now that you will not fight against west casino

Hi peder10,

No we have absolutely no connection to this operator and in fact had never heard of them prior to your complaint.

Your issue here is your own failure to provide clear answers when we asked for them. Trying to blame us for your frustration when you've consistently repeated that you asked for a "permanent" closure and forwarding on documentation showing you asking for a "permanent" closure when I've repeatedly explained to you that this does not support your case rather than simply answering our questions is non-sense.

You've withdrawn your permission for us to review this issue further and as such there's nothing more to be gained from continued posting to this thread.

Good luck with wherever you choose to take your complaint but no further posts will be approved here.

ThePOGG

This player has been uncooperative when we asked for further information and has ultimately withdrawn their consent for us to discuss this complaint.

I have for many weeks tried to close my account at westcasino. I have asked the live chat 34 times. The live chat says that they cant close the account becasue that can only an account manager do. They send a request to an account manager but the account manaager doesn't answer. I have asked live chat 34 times and sent mail 4 times about closing but it didn't happened anything. Under this time lost maybe around 2000-4000 euro on this casino. At last they closed my account when i said i was going to send this request to mga. And they say that don't will pay back anything because there is no problem anymore, because they now have closed the account. What is this for underious casino??

West Casino - impossible to close account

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