I can’t say what casino it was as I signed an NDA. It took me a few months to get to that point with them. I complained on a number of issues;
- Ts&Cs specifically prohibited UK players.
- Third party routing of payments which meant sharing my data with no contract.
- No player care when it was very obvious I was in a downward spiral and had mentioned this to my VIP account manager a few times.
- My account manager actively giving me ££’s of bonuses even when I said I didn’t want to deposit etc.
I deposited a substantial amount of money across this casino and sister sites. I engaged with them constructively, didn’t threaten reporting or bad reviews etc, and I think, crucially, I didn’t ask for my deposits back. Instead I focused on my net loss across all the sites, which I think was key to be honest. If I’d asked for my deposits back, I can guarantee it would have been a hard no. And realistically, I’d withdrawn quite a lot so I went down a route that was more palatable to them.
It was a lot of negotiation and back and forth but we came to an agreement that I was happy with and felt reflected a fair outcome for me.
With regards to Revolut, my recent chargebacks have all been raised under misrepresentation. I raised a few which Revolut declined to send to the merchant and a few that they did raise. I couldn’t figure out why some went through and some didn't so I spoke to an agent for quite a few hours, going through transactions and explaining the issue. I had proof of contact or at least trying to contact the merchants, screenshots of how I’d tracked down some weird and wonderful shell companies, and I was completely open and honest about my mental state at the time, what was going on in my life and how I was trying to rebuild and sort things out. I don’t know if I got just a really empathetic advisor but she did all the hard work with raising the actual disputes using the information and screenshots/emails that I had provided. She was able to bulk raise for same merchant and update with info all at same time.
I would recommend trying to speak to an advisor about the process and see what proof you can gather about the merchant. I think this is pretty key to be honest. Do NOT say it was fraud - that’s going to cause issues, and be honest that it was gambling related.
Since I stopped gambling, I’ve spent my evenings doggedly tracking down who I could - putting my energy into something else has massively helped! This forum has been a fantastic source of knowledge as a starting point so stick with it and search for the merchant. 99% of the time, someone will have mentioned them previously.
Thats what’s worked for me, although everyone’s situation is different so what works for one, might not for another. I’ve had knockbacks and I’m also not realistically chasing every single penny. I’ve accepted that the vast majority of it is gone so when a merchant comes back with "nope, sorry", I might follow up (depending on how shitty they’ve replied!) but overall, I just chalk it up to experience.
