24M Casino - Player has self-excluded from sister casino.

Hi

I registered an account with LeoMonaco in June and self excluded it without making a deposit.

Then, on 1st August i opened an account with 24Monaco not knowing they were the same operator because i had not played at LeoMonaco.

Anyway, i have deposited and spent £795 at Monaco.

I have won a few times but played the winnings because my account is disabled from withdrawing until verified.

After reading reports on LeoMonaco and LeonMonaco, i dont think i wouldbe anle to withdraw any future winnnings anyway.

If these sites are connected, then i should not have been allowed to deposit at 24Monaco and i want my deposits back.

The deny that they are connected and ignore my emails when i ask for their Licence details.

Sandra

Dear Sandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I would like to inform you, that I don’t see any connection beteween 24Monaco and LeonMonaco Casino in our system, but we will examin this fact for sure.

Would you be so kind and specify how you found out about connection between these two casinos?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Sandra,

I checked your email, but this isn't enough to proof that these 2 casinos are connected by their database or self-exclusion tools. Sometimes 2 (or more) casinos have the same owner (sister casinos), but self-exclusion applies only for one of the brand (1 casino, not all of the casinos owned by the same people). I checked the Responsible Gambling section of all mentioned casinos, but I don't see any indication, that self-exclusion in one of them also applies to all the other sister casinos. Whether these casinos are connected or not, from this term it seems, that self-exclusion is only applied to one specific casino:

"Self-exclusion means that your Leonmonaco account will remain closed for up to 3 months. It won't automatically be re-opened unless you contact us.To enable self-exclusion, please contact our Customer Support with your request."

Unfortunately, so far it seems that there is nothing we can do for you, since if you played all your winnings and the casino hasn't been informed about your problem before you started playing.

Dear Sandra,

We are extending the timer by 7 days. If there is anything else we could help you with, please let us know in the given time frame, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.