The ability to block in live chats and through support
Introduction
In an emergency, it is fastest to contact the operator directly: through the built-in live chat or e-mail support service. This will give an instant response and enable manual mechanisms to block your account.
1. Preparation for handling
1. Collect data
Login or e-mail under which you are registered.
Date of birth (DD/MM/YYYY).
Previously selected self-exclusion period (if any).
2. Select a channel
Live chat on a website or mobile app is the fastest.
Support e-mail (usually support @... or responsiblegaming @...).
2. Live Chat Contact
1. Starting a chat
Click on the "Chat" icon in the lower right corner of the site or the "Support" → "Live Chat" sections.
2. Message template
```
How do you do. I ask you to immediately block my account using the self-exclusion system.
Login: [your login]
Date of birth: [DD/MM/YYYY]
Exclusion period: [e.g. 6 months]
Thanks for the confirmation.
```
3. Confirmation
The operator requests additional data (if necessary).
In response, you will receive a message that the lock is activated.
3. Contact by e-mail
1. Address and Subject
To: [support @ casino. com](mailto: support@casino. com) or responsiblegaming @\[ domain]
Subject line: "Request self-exclusion/account lockout"
2. Text of the letter
```
Good day to you. I ask to immediately block my account as part of self-exclusion.
Login: [your login]
Email: [your email]
Date of birth: [DD/MM/YYYY]
Exclusion period: [6 months/12 months/lifetime]
Please confirm the blocking in the response letter.
```
3. Waiting for a response
Usually the operator responds within 1-3 hours.
If there is no answer within 24 hours, go to the complaint to the regulator.
4. Check of execution
1. Attempt to login
Go to the casino login page - you should see an error or block message.
2. No mailings
After 24 hours, make sure that promo emails and SMS are not received.
3. Screenshots
Take a screenshot of the lock confirmation from the operator.
5. Actions in case of non-fulfillment of the request
1. Remind in chat or letter
Quote the original request and attach a screenshot of the correspondence.
2. Complaint to the regulator
ACMA (online) or In-House Authority (VGCCC, OLGR) - Specify operator and attach evidence.
3. Technical measures
Install Gamban/BetBlocker and DNS filters before resolving operator issue.
Conclusion
Contacting live chat or e-mail support is the fastest way to initiate an account lock. Use a clear template, check the execution of the request and, if necessary, escalte through the regulator and technical barriers.
In an emergency, it is fastest to contact the operator directly: through the built-in live chat or e-mail support service. This will give an instant response and enable manual mechanisms to block your account.
1. Preparation for handling
1. Collect data
Login or e-mail under which you are registered.
Date of birth (DD/MM/YYYY).
Previously selected self-exclusion period (if any).
2. Select a channel
Live chat on a website or mobile app is the fastest.
Support e-mail (usually support @... or responsiblegaming @...).
2. Live Chat Contact
1. Starting a chat
Click on the "Chat" icon in the lower right corner of the site or the "Support" → "Live Chat" sections.
2. Message template
```
How do you do. I ask you to immediately block my account using the self-exclusion system.
Login: [your login]
Date of birth: [DD/MM/YYYY]
Exclusion period: [e.g. 6 months]
Thanks for the confirmation.
```
3. Confirmation
The operator requests additional data (if necessary).
In response, you will receive a message that the lock is activated.
3. Contact by e-mail
1. Address and Subject
To: [support @ casino. com](mailto: support@casino. com) or responsiblegaming @\[ domain]
Subject line: "Request self-exclusion/account lockout"
2. Text of the letter
```
Good day to you. I ask to immediately block my account as part of self-exclusion.
Login: [your login]
Email: [your email]
Date of birth: [DD/MM/YYYY]
Exclusion period: [6 months/12 months/lifetime]
Please confirm the blocking in the response letter.
```
3. Waiting for a response
Usually the operator responds within 1-3 hours.
If there is no answer within 24 hours, go to the complaint to the regulator.
4. Check of execution
1. Attempt to login
Go to the casino login page - you should see an error or block message.
2. No mailings
After 24 hours, make sure that promo emails and SMS are not received.
3. Screenshots
Take a screenshot of the lock confirmation from the operator.
5. Actions in case of non-fulfillment of the request
1. Remind in chat or letter
Quote the original request and attach a screenshot of the correspondence.
2. Complaint to the regulator
ACMA (online) or In-House Authority (VGCCC, OLGR) - Specify operator and attach evidence.
3. Technical measures
Install Gamban/BetBlocker and DNS filters before resolving operator issue.
Conclusion
Contacting live chat or e-mail support is the fastest way to initiate an account lock. Use a clear template, check the execution of the request and, if necessary, escalte through the regulator and technical barriers.
