1Red Casino - The player's self exclusion failed.

Hello,

Please see below the basic outline of my complaint regarding 1RedCasino. In addition, I would like to point out they currently operate under operates under the Master License of Gaming Services Provider, N.V. #365/JAZ (Gaming-curacao) who have stated previously they take responsible gambling seriously and will act as such as outlined in Case study 2 in an article from Thepogg.com. Here is the link to the article - https://thepogg.com/regulator/curacao-egaming/ I initially sought help from ThePogg but feel they might've misunderstood the nature of my complaint and you guys seem quicker to respond so I thought I would send you this information and seek your thoughts on the matter. Basically, I am asking for assistance (most likely in seeking out the regulator) as I believe they - specifically my VIP manager for both casinos - breached the terms of the license by personally contacting me about opening a new account at a new casino while knowing I was a gambling addict who had become suicidal.

I have attached live chat logs but have a trove of back and forth emails I would also like to send through but am unaware how you would like to receive them i.e., screenshots or can I forward them somewhere? I am also awaiting my correspondence and communications from the first casino which I will also provide when I have received them. Please let me know your thoughts on the entire matter when you can.

Thanks,

Ashley Van Beek

Original complaint email written to Casino/VIP manager -

Hello,

Please consider this my outline of my official complaint regarding my experience with 1Red Casino (and more specifically my VIP Manager - James). 

I have sent, what must be, 25 emails at least attempting to speak to someone about it and have not received an adequate response. In short here is a quick summary of my complaint/experience - 

My VIP manager had previously been my VIP manager at another casino and that relationship ended when I told him I was having massive problems with gambling and I was going to end up dead soon if the situation persisted as it was - my account was made to be closed basically immediately based on this information - he then chose to pursue me via email when he started to work for a new casino knowing already I was a problem gambler who had mentioned it causing me to be suicidal. 

History repeated itself and my account was closed and my VIP manager advised me that I had a gambling problem and was suicidal - something he had already seen first-hand last time. Him knowing this and still reaching out to me via email I believe breaches the terms of your licence in response to Responsible Gambling and protection of gambling addicts and when I have attempted to ask to speak to someone who is not him I just keep being transferred back to him. He has then lied to me repeatedly about someone higher up/a head manager being in contact but has provided me no details of these people and they have not responded in the timeframes he has provided. He now is also no longer responding to my emails. 

I am happy to provide much, much more information but just thought I would send through this overview of the situation regarding my treatment in regards to 1Red casino so it's all in one place as I am attempting to seek out an independent body regarding this.

Hello storyofmylife,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Red Casino. Please allow me to ask you a few more question before we would move forward.

Could you pleas advise when was the first time you requested a self exclusion directly in 1Red Casino - also is there any proof of self exclusion? What did the casino support do when you contacted them with this issue? Is it possible to forward every relevant proof to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hey Nikolas,

I have forwarded you a bunch of emails regarding the situation/your questions.

Thanks.

Hello storyofmylife,

Thank you for the e-mails. Unfortunately I have to ask you again to forward only the most important ones as we currently have no capacity to go through such a high amount of e-mails.

Hi Nikolas,

Fair enough, sorry about that.

I will send through only what is applicable soon to you via email.

Thanks,

storyofmylife

Hello Nikolas,

Just wanted to let you know I finally received my correspondence with the VIP Manager in question and have forwarded you an email where I clearly outline my request for self-exclusion. Sorry it took so long. I will let you know when I have received the correspondence from Red1.

Thanks,

Storyofmylife

Hello,

I was wondering if you guys had a chance to look at what I had provided for you?

I know I have yet to give you my correspondence from 1Red (still waiting for it) but as you can clearly see in what I’ve provided I specifically asked to be self-excluded and the person responsible for my self-exclusion then got in touch with me regarding a "new" casino that had just been opened. I feel this to be a clear breach of his responsibilities and of the licence under which they operate and would love to know your thoughts.

Thanks,

Storyofmylife

Hello storyofmylife,

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. The VIP manager account might be used by multiple person and if there was a time lapse between your self-exclusion and your registration in the other casino, he might not even remember you. Could you please advise if you have requested a self-exclusion from 1Red Casino directly as I was not entirely sure from your e-mails as there were too many of them.

Hi Nikolas,

Again, apologies for all the emails. I will send you through the 3-4 that are important again and we'll go from there?

The point isn't that the self-exclusion didn't carry across, the point is that in what is a clear breach of both the Privacy Policy and the Responsible Gaming terms my VIP manager (the one responsible for my self-exclusion) reached out to me about opening a new account with a new casino he had a contract with.

Again, this is a clear breach of the Privacy Policy and the Responsible Gaming terms and that's where the issue lies. I had no 1Red account until the VIP manager contacted me - again, in complete contradiction to the terms set out in their Privacy Policy and their commitment to Responsible Gaming. I will send you through the emails now (including the one where he clearly outlines he was my VIP manager for Neospin, so is well aware of the situation and the fact I'm a gambling addict who was suicidal).

The reason this is so important as if they are allowed to contact known Gambling addicts who have asked for self-exclusion, offering them access to *other* casinos that they manage then what's the point of self-exclusion?

I hope that makes more sense, I will send through the emails now and I thank you for your time.

Thanks,

Storyofmylife

Hello,

Sorry if it seems like I’m being pushy (that is not my intention) but can I please get some kind of update on your thoughts about my complaint?

I have shown in emails that:

• The VIP manager is the same person and reached out to me about joining a new casino (1Red) while still my VIP manager from the casino I have self-excluded from.
• That the DPO of the casino I have self-excluded from believes his actions were illegal and has started an internal investigation.
• The casino I have self-excluded from has apologised for his actions and promised to take steps to insure it won’t happen again.

So if I could get your thoughts on the matter it would be very much appreciated as up until this point I have received very little from you guys and I’d like to know where you guys stand on the matter. Again, I don’t mean to be pushy and I apologise for the overwhelming amount of emails I have sent through.

Thanks for your time and I look forward to hearing from you soon.

Thanks,

Storyofmylife

Hello storyofmylife,

We went through your case with our team. Unfortunately, I can only tell what I posted last time. We simply can't hold the casino responsible for a human error (in your case your VIP manager). It was definitely a mistake from him to offer you to register in a new casino as you excluded yourself in the past, but the casino isn't responsible for that.

If the casino takes your case seriously, the would simply fire the VIP manager for such an issue but you still would not be eligible for a refund as there is no other connection between 1Red and Neospin.

I would recommend to completely stop the communication with the VIP manager as he did the mistake and might do it again.

As for us, we can't really proceed further as the casino can't be accountable for the VIP manager's error.

You can still try to contact the licensing authorities or other legal help but as the casino's are not within a same group/license, I doubt that they could do anything with it.

We will be now closing the complaint for the above mentioned reason.

I'm sorry that we could not be more of a help this time.

Best regards,

Nick