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I am a compulsive gambler and self-excluded. I loaded my card (self-excluded) onto my wife's account with an amount of approximately €6,000. Is it possible to get a refund given that they shouldn't let you load with a card in the name of a self-excluded person?

Sono una persona ludopatica e autoesclusa.. ho caricato con la mia carta (autoesclusa) sul conto di mia moglie una cifra di circa 6000€ è possibile avere un rimborso dato che non dovrebbero farti caricare con una carta intestata ad un autoescluso?

Dear 27261919171,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you self-excluded your personal information under the Italian register of excluded persons on the ADM portal?
• Have you accessed your wife's player account in the casino?
• Have you played down the funds you deposited?
• Please explain in more detail the timeline of events and the extent to which you informed the casino about the situation.

Thank you very much in advance for your reply.

Best regards,

Tomas

yes, in December I made the permanent self-exclusion on the Adm portal.

With my wife's account from January to today they still let me charge with my credit card even though I am self-excluded.

From 6000k I had I brought the account to 0..

I'm trying to figure out if I can open a complaint with 888 support in the hope of a refund.

si, a dicembre ho fatto l’autoesclusione permanente sul portale Adm.

Con l’account di mia moglie da gennaio ad oggi mi hanno lasciato comunque caricare con la mia carta di credito nonostante io sia autoescluso.

Da 6000k che avevo ho portato il conto a 0..

Sto cercando di capire se con l’assistenza 888 posso aprire un reclamo a riguardo sperando in un rimborso..

Dear 27261919171,

• Have you contacted casino support and confronted them about your self-excluded through the ADM portal?
• Is the player's account in your name, but you deposited with your wife's bank card?

If the casino is not aware you are circumventing any protection currently, they need to be notified for them to take any action and to act to protect you from further play.

Please forward your communication with casino support to me for review. My email is tomas@casino.guru

I played with my wife's account but loaded with my credit card which in turn was linked to my self-excluded account.

888 support blocked the account but says they don't want to refund me..

Ho giocato con il conto di mia moglie ma ho caricato con la mia carta di credito che a sua volta era collegata al mio conto autoescluso.

l’assistenza 888 ha bloccato il conto ma dice che non vuole risarcirmi..

Thanks for the clarification.

Please understand that we don't deal with complaints submitted by third parties. If your wife allowed you to play with her account, it's, unfortunately, her issue. Please understand that allowing other people to play on your account can be considered a breach of the casino's rules, and using other people's payment methods to deposit, even with their consent, is against the rules of online casinos. Please understand that registering in the ADM portal means you will be protected, not your wife. Since it's her account you played with, the issue is hers to deal with.

Based on the description of the issue, we unfortunately cannot assist you further, and the complaint will, therefore, be closed.