Dama N.V casinos seem to have a predatory policy and culture of lying in place. I have also placed a PAB ticket for this case, but chose to post it publicly too, so that it serves as warning for everybody.
I asked a platform-wide self-exclusion from the live chat of Kosmonaut Casino on July. No actions were taken to close my account, nor did any contact details given when I asked for them for contacting somebody to contact in order to self-exclude me from all Dama N.V casinos. I was able to deposit and lose more, so I submitted a ticket with a reasonable refund request of losses (around 700 euros) after that self-exclusion request. I also asked for the chat logs to be given for me, which are part of the GDPR information I am entitled to receive based on the law and they refused to deliver them. And then some funny things happened:
I asked about my ticket progress multiple times. All the sudden they were able to close my account, which indicates that they just chose NOT to do it in the first place. They could had done it in the first place just as they did now. They claim that they are not able to do it by request. That is NOT TRUE, and this shows it.
They claimed that my last deposit was before the self-exclusion request. I pointed them to be wrong, which they in the end admitted.
I also got the chat logs. Previously they claimed that they cannot provide them, but now all the sudden it was possible. I think I got the reason why they chose not to do it first; from the chat transcipts, I found out that I already asked for self-exclusion ON MARCH. They ignored it then, too.
There is so much misleading and contradicting information that I cannot believe it is not intentional at this point.
I asked a platform-wide self-exclusion from the live chat of Kosmonaut Casino on July. No actions were taken to close my account, nor did any contact details given when I asked for them for contacting somebody to contact in order to self-exclude me from all Dama N.V casinos. I was able to deposit and lose more, so I submitted a ticket with a reasonable refund request of losses (around 700 euros) after that self-exclusion request. I also asked for the chat logs to be given for me, which are part of the GDPR information I am entitled to receive based on the law and they refused to deliver them. And then some funny things happened:
I asked about my ticket progress multiple times. All the sudden they were able to close my account, which indicates that they just chose NOT to do it in the first place. They could had done it in the first place just as they did now. They claim that they are not able to do it by request. That is NOT TRUE, and this shows it.
They claimed that my last deposit was before the self-exclusion request. I pointed them to be wrong, which they in the end admitted.
I also got the chat logs. Previously they claimed that they cannot provide them, but now all the sudden it was possible. I think I got the reason why they chose not to do it first; from the chat transcipts, I found out that I already asked for self-exclusion ON MARCH. They ignored it then, too.
There is so much misleading and contradicting information that I cannot believe it is not intentional at this point.
