Tornadobet Casino - Selbstausschlussantrag des Spielers vom Casino ignoriert.

I requested self-exclusion due to gambling addiction via email, as seen in the attachment. The next day, however, I was able to repeatedly deposit a total of 40€ as my self-exclusion was ignored and my account was still open. I submitted a refund request a few days ago but, unfortunately, I have not yet received a response.

Ich habe einen Selbstausschluss wegen Spielsucht per Mail beantragt siehe Anhang. Am nächsten Tag konnte ich 40€ ingesamt wiederholt einzahlen da mein Selbstausschluss ignoriert wurde und mein Konto noch geöffnet war. Ich habe eine Rückforderung vor mehreren Tagen eingereicht leider habe ich noch keine Antwort erhalten.

Hello Lesa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tornadobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is currently still open? If not, since when it is closed? Did you make any other deposits other than you mentioned here? When was the last time the casino responded to you and what was it about?

Please keep in mind that it might take up to 48 hours to process a self-exclusion request.

Looking forward to your answer.

Regards,

Nick

After I requested a refund of €40, Tornadobet closed my account. Before that it was still open. Tornadobet previously ignored my self-exclusion. Before applying for my self-exclusion, I deposited between €100-200. Tornadobet does not respond to my email regarding the refund.

Nachdem ich die Rückforderung über 40€ gefordert habe, hat Tornadobet mein Konto geschlossen. Davor war es noch geöffnet. Tornadobet hat davor meinen Selbstausschluss ignoriert. Vor der Beantragung meines Selbstausschluss habe ich zwischen 100-200€ eingezahlt. Tornadobet reagiert nicht auf meine Email bzgl. der Rückforderung.

Hello Lesa,

So long long exactly after your first request was your account closed?

I did the self exclusion in the morning on 29th febuary and it was still open on the 1st march this is whenever I was able to deposit again 40€.

So it stayed open for round about 30 hours.

Hello Lesa,

Unfortunately, the casino is not responsible for losses for 48 hours after requesting for self-exclusion as they have a processing time as well. They get dozens of e-mails and they can't process every request instantly.

As long as your account was closed within 2 days, the casino did everything correctly.

Is there anything else we could assist you with? If not, we will be closing the complaint.

Dear Lesa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.