21Nova Casino - The player was allowed to open an account even though he is self excluded in a sister casino.

My complaint is about 21nova.com. I was able to register to 21nova.com, even when I was blocked from other casinos under evoke gaming ltd. I closed my account at winningroom due gambling addiction. The amount they are ready to refund is around 242 e. That amount I deposit after when I asked mamamiabingo have I closed an account and what reasons. I dont understand why I only get this amount, when I clearly am banned from other casinos. Why they even let these kind of person register. I really think I should get the whole amount and evoke gaming ltd brand should do their best to prevent account openings in these cases. Why block other casinos but let this one open for account opening.

Hello Henna,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with 21Nova Casino. Please allow me to ask you a few more question before we would move forward.

When did you request for the self-exclusion in Winning room Casino? Do you have any evidence showing that your are self-excluded with this group of casinos? What is the total amount you did deposit into 21Nova Casino?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hello. I sent you answer via email. So I closed my account at summer. And yes, I got blocked from other casinos. Also 21nova.com says this:

2.10 You are not allowed to open or attempt to open a Player Account if you hold a Player Account which has been Self-Excluded with any of the following MRG brands: Mr Green, redbet, WinningRoom, Bertil, MamaMia Bingo.

So why they can't build a system that blocks these kind of players for opening an account with them.

The whole amount that I deposited was 585 e.

Hello Henna,

Thanks for the additional information. Could you please advise when exactly did they block your 21Nova account?

18.11, after I contacted MamaMia Bingo saying that they shouldn't let me play. So they contacted 21nova.com and closed my account then.

Also I got 9.12 the answer that they will refund part of my deposits but they still haven't pay those.

If they gave you this information 9.12., I would recommend you to wait only to receive back the deposits. Please let us know until the end of next week if any money would arrive. If not, we will intervene.

I understand. I would just like to know why some have got all their deposits back in a very similar case.

I have received the sum of 242, 92 e. I still do not understand why I am not entitled to anything else. So more than 300 e remains in the casino, and I get no reason why?

Dear Henna,

Was that full amount deposited after you've been already excluded? Could you send us the proof of exclusion and the dates of deposits? Please forward them the same e-mail as the previous one.

Regards and Happy Holidays.

Okay. So when i did close my account at Vinneri due gambling addiction, that don't exclude me from the whole lisence?

Like I said, in the summer I closed my account with Vinner because of a gambling addiction. I made an account for 21nova in November. 21nova only closed my account when I contacted mamamiabingo that they should not let me play and I asked to close the account. I also sent you a picture of that message from 21nova, and it says they have noticed the blockage and want to respect it between brands. They refuse to give any reasonable reason why I am not entitled to the full amount.

If they specifically mentioned that they want to respect the self-exclusion in the whole brand, you should receive back all of your deposits. However, it all depends on how much money did you have when they blocked you. Could you advise what was the amount you had at that time?

If you had lower as you did deposit, you will only get the amount you had on your account right at that time.

Looking forward to your asnwer.

I had already lost all my money at the time.

Dear Henna,

In such cases there are 3 scenarios:

1. The player deposit but do not play with balance - in this case the casino should close your account and refund your deposit
2. The player deposit and wins - in this case the casino should also close your account but pay you out only the deposit and void the winnings.
3. Your scenario where you did deposit and lost you money - in this case the casino should pay you back your deposited balance and close your account.

I've also e-mailed you for some additional information.

Regards,

Nick

I do understand. But I think casinos are also playing a pretty questionable game here. Why isn't registration blocked if I've closed my account under a license due to gambling addiction? Especially when they have that condition in the rules. I’ve also shut down all trusted sites, so I really won’t keep playing anywhere. This was the only place where the account was successfully created. I think this is a questionable activity. Especially when many other groups stick to account closure and keep it under license. In many cases, casinos want to benefit from the money of gambling addicts, as the fact is that they produce the best of all. I do not think anyone can deny this.

Hello Henna,

I've e-mailed you asking for some additional information. Please check it and get back to us here on through e-mail.

Regards,

Nick

Dear Henna,

Sorry for the later respond. We are currently waiting for the casino to respond to us regarding the case.

Hello Henna,

Based on all collected facts, and the fact that the casino is already closed and did not respond to us at all, we will be forced to close the complaint as unresolved. We believe if the casino refunded your deposit, they should have returned all of them as you were excluded in their sister casino. I'm really sorry that we could not help you more but as we could not reach them, there isn't much we can do.

I can however still recommend to contact MGA Licensing authority. I can't assure that they will be able to help as the casino is closed but the group should still exist.

Try to submit a complaint here: https://www.mga.org.mt/support/online-gaming-support/

Best regards,

Nick