Canada777 ignored my gambling addiction

Hi, on 14th of March I had a balance of 3000€ in the queue for withdrawal at canada777 casino and had the feeling my gambling addiction takes overhand and wanted to close/suspend my account. Canada777 has a self exclusion options directly on their website, but the problem was that I had an active balance and withdrawal in queue so I could not use this function. I asked a few times via live chat and email if they can kindly process my withdrawal with priority because it was a Friday and otherwise I had to wait until Monday and I knew on Saturday I had no plans so in my current mood I would gamble the whole evening. The protect me from this and because they did not processed my withdrawal so I could use the self exclusion option I contacted support and they told me to write an email so they can block me or use their responsible gambling tools. So on 14th of march I wrote an email to their support mail, informing them about my gambling addiction and requested either to be blocked or to suspend my deposit/bet function. I requested this change to be done within 24hrs. No one reacted to this email, my account was still open for use and nothing has been suspended or limited. My account was open until yesterday when I asked the live chat about this case and requested a refund because no one from the support team helped me with my gambling addiction. I also demanded in the email to suspend me also from their sister site europa777. A few days later I was able to create an account with Europa777 and loose their money again. I think in total after my email I lost 2640€ in canada777 and 1400€ in Europa777 which I demand as a refund because the casino did not comply with their terms and ignored my gambling addiction. Can you please help me here? At the moment I don’t receive any answer from the support.

Here the email

my email is: pascalschmerler@web.de

Hi, I've looked at your complaint history, you need to make an appointment with a psychologist and never play again. If you had a balance with money, the casino does not block the account until the money is withdrawn. Or you need to look for a casino where you can set a limit on the bet, request a withdrawal of money and set a limit on the bet. Thank you.

Hi, du hast absolut recht. I'm already in treatment, going to a support group and have sought professional help. Unfortunately, it's quite normal and happens again and again that relapses occur despite treatment. That was the case for me. That's why I contacted the casino on Friday and asked them to close my account. I was then told to write an email, give the reason as gambling addiction and then my account would be restricted. I did that... but the casino did nothing. I was even able to make deposits. So I'm asking for your help! The casino was aware of my gambling addiction and still did nothing. I should never have been allowed to make deposits or gamble away my balance.

And regarding my complaint history: 2 of my complaint where fr om casino which did not paid me. 2 of them are regarding breach of terms and conditions and now it’s the second wh ere a casino ignored my gambling addiction. I also helped you writing an article about Betsolino scam. I‘m not an idiot.. but yes it’s hard if a casinos does what it wants. That’s why I hope you help me because canada777 acted against their terms and promised to suspend my acc.

I‘m currently in contact with the casino and no further action is needed at the moment.

Ok I need your help me. They don’t answer anymore.

Mike pls help me.

Hi, I asked you to block them. Have you been blocked? I think yes. in If you want to get back the money you lost before being blocked, you won't get it back. I can't help you get them back either. You need to pull yourself together and stop playing. And never play again.

I requested to be blocked on 14th of march 2025. I followed their terms and conditions and requested to be self excluded which they did not processed. They just blocked me after I lost all my money. But I told them before about my gambling addiction and asked them to block me so I don’t loose the money again; which they never did.