500 Casino— player complaints: 7 in English

Player’s self-exclusion is not being respected. [Self-exclusion] — rejected

Player’s account has been suspended. [Account] — rejected

Player's account has been frozen. [Account] — rejected_other

Player’s account has been closed following a giveaway win. [Account] — rejected_other

The player from Nigeria had his account banned after winning a giveaway, despite having only one account and providing his ID for verification. The casino claimed there had been a rule violation without offering evidence and cancelled his prize, leading him to dispute their actions. He said his account was blocked after he was asked for ID, and the casino accused him of multi-accounting without proof. We reviewed the evidence and rejected the complaint because the win came from a raffle unrelated to casino gameplay. Since the rules or results of the giveaway couldn't be challenged by us, the complaint was rejected.

The player from the United Kingdom had his account suspended after he reported a game malfunction, and despite apologizing, he faced ongoing communication issues with the casino. He was particularly frustrated because the suspension occurred during a weekly reward period, which impacted his ability to claim back losses. We reviewed the case and communicated with the casino, which stated the suspension was due to the player's behavior and that the disputed funds were loyalty rewards, considered a privilege under the casino's terms. After thorough assessment, we concluded that the casino was entitled to withhold rewards and limit access, and we were unable to assist the player further. The player was advised to escalate the matter to the relevant licensing authority if he disagreed with this outcome.

Been able to open 14 accounts with 500 Casino. Despite them being able to detect accounts they never close them. They have been asked to self exclude me on no fewer than 20 occasions. All they appear to do is just freeze accounts and then allow further account creation. They have been advised of the circumstances again over literally hundreds of emails. They were ordered - early on - to pay funds back due to a “misinterpretation” of terms by another ADR. Since then they allowed a further 11 accounts using the same device, VPN and crypto wallet. I have pleaded with them to put at least minimal blocks in place yet they have done nothing. There are emails where they talk about a device block - yet this has never been implemented. Their attitude is now just to ignore everything I send them. I offered them a settlement agreement to end this debacle without the need for any further action - but again they continue to ignore this. There is ZERO responsible gambling on their site and it is impossible to self exclude despite so many requests. The seriousness of this situation was provided early on as I provided doctors reports showing I have a pathalogical addiction and urgently needed help from these operators to stop - they havent provided that and are happy just to accept constant profit from a player like this. Secondly, they have a commercial agreement with a prominent UK streamer who proivdes affiliate links directly to their site - this streamer has obviously brought a lot of UK business their way - and they are insistant that they don't accept any UK players! How can you have a commercial agreement with a UK player to stream gambling services if you dont allow UK players?