This is an open-and-shut case to me, i am surprised that the casino still argues that there was no wrongdoing on their part. It must be obvious to everyone who read the conversation on CG that their self-exclusion system does not meet the standards expected in the gambling industry.
not only that, but they also act as if they care, when they clearly don't. this what they said on casino.guru: "We take the issue of gambling addiction very seriously and always strive to provide support and assistance in such situations."
sorry, but which part of taking the issue seriously includes offering a bonus to tempt players to continue playing, or adding an extra step of two options instead of just banning someone outright when they ask for a permanent self exclusion.
not to mention, you can just change your mind and ask them to lift the self exclusion and they would just do it, how the fuck is that taking the issue of gambling addiction very seriously?
The smart thing to do here would be to pay this player their deposits made after the self-exclusion request was initiated and then fix their self-exclusion system. The system is designed to protect players, but the absence of permanent exclusion and the chance to lift the restriction at anytime does anything but protect the gambler.
i doubt they would do that, they deliberately designed their self exclusion system to be this way to make more money out of people who can't control themselves.
shame on you bitz.