CLOSED: Columbus Casino complaint

I played already in a lot of Casinos and informed a couple that i have a gambling issue. i am wondering why i can deposit and play in your casinos even i inform other casinos from your company that i have a gambling issue.
You aloud me to play in your other casinos and lose my money. I open a case about columbus casino because they don't care about responsible gaming. I ask with a huge amount to close my account and withdrawal the money but they don't react. Later on the apologize and made some advertising for more Bonus. Even i ask to close the account i deposit after my first request around 1000,- Euro.

Later one, when i lose also this 1000,- Euro they closed my account and the tell me they will refund 1059,- Euro. A refund is als a statement there was something wrong. They forced me to log in in my account and do a withdrawal request, even the account was closed. The best is- i was able to play- they dont block the games and i lose the money. i dont understand why casino, they are already informed the person is addicted, aloud me to play- in they terms its written- to play in the casino is not aloude. Please can someone help me- this casino is criminell- Thanks

Hello Basel09,

Could you please send me your casino username in PM inbox and we'll contact the casino. 

Hello Basel09,

We still haven't received your username. Please send me your casino username in PM inbox, if you want us to contact Columbus Casino regarding your issue.

Thank you.

Hi

Basel09

Is the Username

Thanks for your Support Sydney

Thomas 

Hello Basel09,

Thanks for providing me with your casino username. We've notifed the casino. Keep you posted.

Dear Thomas,

I do not have information about your activity in the other casinos, I can only provide data from our website. Your account was blocked right after you had claimed that you had a gaming addiction. Later you wrote that you wanted a refund and the company considered your request favorably by returning the funds to your balance. Our employees provided you with explicit instruction on how to withdraw the credited funds, but, unfortunately, you did not follow it, which led to this situation. Also, we remind you that upon your registration in our casino, you did accept our Terms and Conditions, which include the following:
16.1. You agree that it is up to you to choose whether to use the services or not, and you make the choice exclusively at your sole discretion and at your own risk.

Thanks for your understanding.

Sincerely yours,

Casino Columbus

Dear Columbus Casino

you accept after i inform you i am addcited that i was able to play in your casino. This is criminell and you forced me to log in. You are able to refund the money straight away on my account. Addicted persons are not able to log in, so it makes no sence to refund the money on my closed acount. 

You are lying- my account was closed after days whe i request to close my account. i lose around 1250,- Euro what you tryed to refund. 

This shows you are not acting inline your own terms because you refund and you confirm there was a bad handling, but what are you doing after is even worther because you forced an addicted person to log in. 

I expec the refund on my neteller account back.

Basel09

Hello Basel09,

We've notifed Columbus Casino Representative about your complaint and asked them to reply in this thread. Please keep an eye on this topic.

Dear Thomas,

I am very sorry that such situation has happened; however, after analysing the history of our communication, the Support Service employee suggested to perform the following refund procedure which you have agreed on: to charge up your balance in our casino as soon as possible. The employee asked you to create a payment request and specified that it would be processed immediately after creation. When you were registering at our casino, you agreed with the rules of the website, that all actions in your account perform at your own risk. At one time we have satisfied your refund request, the funds were returned to you. You clarified that you have gambling problems, but I have noticed your activity on this forum. You are addicted and continue to play. Perhaps you should ask for help. I can recommend such specialists to you:

GamCare is the leading recognized organization, which delivers consultations, advice and practical support in solving the problem of social consequences of gambling in Great Britain, you may visit at: www.gamcare.org.uk. Confidential hotline: 0845 6000 133.

Gamblers Anonymous is the community of men and women, who gathered in order to solve their own gambling problems and to help others to do the same. There are regional offices all over the world. Information about Gamblers Anonymous services at: www.gamblersanonymous.org.uk.

Gambling Therapy provides support and consults those who were adversely affected by gambling. Gambling therapy group members work both in Great Britain and abroad. The website at: www.gamblingtherapy.org.

Thanks for your understanding.

Sincerely yours,

Casino Columbus

Dear Columbus Casino

You aloud addicted Person to continue gaming, this is crimnell and against your own responsible gaming policy. 

Thanks for reminding i need help. Thats the true this was the reason why i ask you to close my account immedatly but you keep the account open over days- You forced me to lock in in a closed account with the information i am addicted. You dont care about people and writing all the time it is my responsibitly. After i told you i am addicted it is your responsibility that i am not able to play in your casino, but you made this easier as anyone expect. i will puplic this case on othere forum until the case is resolved- until i have the REFUND- Refund means bac to my account but you dont care. You are taking care of responsible gaming - why you aloud sick people to gamble- why you dont refund the money on the way how i deposit. 

Your Casino and your Company dont care about addicted people because you made shure i am able to play even i self exlude my self- ADDICTED Person are aloud to play in your casino and i wants to infrom other People about how you are practise this. 

Basel09

Dear Thomas,

As our Support Service has stated before, refund procedure can be performed via using your casino balance only: from casino to your balance, from balance to your wallet. The procedure is the same for addicted and non-addicted users.

Thanks for your understanding.

Sincerely yours,

Casino Columbus

Dear Casino Columbus, 

against your own policy and terms, you aloud people they are addicted to continue gaming in your casino. 

Against your responisbilty you foce me to log in in a closed account. Also other Casinos from your Company Avento N.V. have the same casino plattform and they are able to protect the player but you dont care. 

You are able to refund the money straight away to my credit card.

Until you are not refunding the money i will inform the people outside what are you doing. Because you dont CARE about sick people even they inform you in advance. Dont come with the oppsoti i have proofs for that, that you ignore my self exlcusion request for days and let me deposit. All the deposit who i made after this i want to have back. 

Basel09

Dear Thomas,

Your account was blocked right after you had claimed that you had a gaming addiction. Later you wrote that you wanted a refund and the company considered your request favorably by returning the funds to your balance.
The refund procedure only happens this way. We did not force you to bet and use your deposit in games.
Our employees provided you with explicit instruction on how to withdraw the credited funds, but, unfortunately, you did not follow it, which led to this situation. Also, we remind you that upon your registration in our casino, you did accept our Terms and Conditions, which include the following:
16.1. You agree that it is up to you to choose whether to use the services or not, and you make the choice exclusively at your sole discretion and at your own risk.

Thanks for your understanding.

Sincerely yours,

Casino Columbus

Dear Columbus Casino

stop lying- my account was closed after days- during this time i was able to deposit- i have an conformation email were you confirmed that you will refund all my deposits are made during this time.

I have proofs of all the communication.

You are unfair and not acting inline responsible gaming policy. When you are interested to refund money to addicted person- my account was already closed- you should do this straight away to the client on not force the client to log in.

You are able to do this. 

Until this time i have not my refund on my account i will pulic and inform the people how you are acting and what are you doing with sick people- you are writing them- they are responsible so this shows you have no idea about addicted people and you as a company dont care.

You can write me an email to discuss the refund. Then i will close this case. 

Basel09

Dear Basel09,

The casino provided us with evidence that they blocked your account right after you had claimed that you had gambling addiction. Later you wrote that you wanted a refund. They've sent us the transcripts of chats and emails between you and them, which confirm that they clearly explained to you how their withdrawal policy works. They had to re-open your account temporarily for you to be able to withdraw your deposit. Unfortunately, instead of performing the money withdrawal, you kept on playing and lost all the money. As a result, you came again to ask for another refund.  

Since the casino sent us the evidence we requested, there's nothing more we can do to help you and we're going to close this complaint.

If you want to take this complaint further yourself, you can complain to their regulatory body HERE. (Please note that Curacao jurisdiction lacks players' protection on numerous levels comparing to UK or Malta jurisdiction).

Since you state that you have gambling addiction, we don't want you to be tempted to play at some of the casinos on our site. LCB takes problem gambling seriously, therefore we are suspending your LCB account. Here are some places which offer advice and support for anyone affected by problem gambling:

GamCare

BeGambleAware