Casino Complaint Casino not refunding me eventhough I asked to be permanently closed

bearnoob209

Registered
Joined
Jul 6, 2020
Location
Gothenburg
I'm a newbie here so I don't really know what's allowed or not so I'll keep the casino name private for now.

I'm a former gambling addict who gambled on many different online casinos throughout 2014-2018.

I registered on some casino and in a short period of 30 minutes managed to ask the livechat to close me down permanently with the reason "gambling problem" and register on their sistercasino and gamble there aswell. This happend in 2018. To this day they still refuse to refund me because apparently "I was aware of what I was doing" which I was not because I was such a huge addict at the time.

I have solid evidence that I requested to be permanently banned from Casino #1 with the reason "gambling problem" on the livechat by the operator named "Alex". I was craving for some gambling about ten minutes after that, and then I came across another casino called "Casino #2". I was unaware at the time that they were a sister casino to Casino #1 and registered there with the same details as on Casino #1. I made three deposits totalling $3000. They were awaiting approval so I went on the online livechat where to my surprise was met by the same operator from Casino #1, "Alex". At the time I was unaware that this was the same Alex from Casino #1 but after a while I figured it out. Alex, who knew about my gambling problem from the previous Casino #1 closure not only allowed me to play with the same account details, make deposits, allowed me to place bets and gamble again, even when he was aware of the situation.

In the Terms and Conditions, it clearly states that one cannot be an account holder if one is a problem gambler. I clearly asked to be permanently banned from Casino #1 due to my gambling problem in the livechat and was then allowed to open up an account with the same details on Casino #2

"3.1.3. An individual applying to become an Account Holder furthermore warrants and represents: f. not to be classified as a compulsive problem gambler, and/or be included (whether voluntarily or involuntarily) on any register or database of excluded players" This is a clear breach of the Terms of Conditions since I was allowed to create an account on Casino #2 and was allowed to deposit and gamble.
Furthermore, they have a responsibility under their license to do everything they can to counteract gambling abuse, which they obviously did not. Like I said, I didn't know Casino #1 and Casino #2 were the same owners.


I've made an eCOGRA complaint, but I don't know how good my chances are for a refund. Any help will do and I really want my money back. Is there anything else I can do?
 

bearnoob209

Registered
Joined
Jul 6, 2020
Location
Gothenburg
Update:

eCOGRA just responded.

”We appreciate the effort you have made to contact eCOGRA and explain your predicament.

Having reviewed your dispute it is our opinion that your complaint does not fall within the remit of the ADR service as it does not relate to the outcome of a gambling transaction but rather a responsible gambling issue. This is deemed to be a regulatory issue by the Swedish Gambling Authority and as such should be submitted to them at
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What should I do now? Please help.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
The MGA licence is not mandating a Self-Exclusion at one brand to be applied to the entire group. Instead, it is applied per casino.

An operator, however, can but does not have to exclude a player for all brands.
 
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