24Slots Casino - Blocked player lost money on another platform by the same operator.

24/11-2023 i got blocked from gaming at palmslots due to addiction.

I got a confirm that i was blocked at the operator (new era) not only the brand palmslots.

But, new era was still offering gaming. I got a lots of emails from affalites about other new era casinos.

thats how i get to known about 24slots. I cant handle the emails, due to the emails i suspect they have not blocket me from create a account. So I was just try to see if i could create an account with same details as palmslots, in order to block me from this casino also and talk to support about this again. But, as im addicted, when i realise i could create account, i could not stop myself from playing. In 3 hours i had lost 650 euro, playing non-stop.

I contacted the casino about this 30/1-2024. They blocked my account, but never respond my emails. I made an comlaint about this, ask for refund and request all collected data (SAR). They have not respond me one single time.

I had try to reach them on chat, they only says "they will reply soon as possible" but i ask if chat can promise me the department will reply. The agent close the chat for me.

they also say in the website

"he Customer Support Department will do its best to provide the customer with a reply or solution within 48 hours from the customer’s query or complaint. In any case, however, the outcome of the complaint will be communicated within a maximum of ten days from receipt of the complaint.  In exceptional circumstances wherein we feel that adequate resolution of the complaint requires further investigation, NewEra BV may extend the timeframe by a further ten days. We shall inform you about this delay within the first ten days of receipt of the complaint. In that case, we will also inform you about the process, and possibly also put forward the necessary requests as deemed necessary. "

and

If the client believes that his complaint has not been handled satisfactorily and would like to appeal against NewEra BV’s handling of the complaint, he may refer the dispute to the Designated Alternative Dispute Resolution (ADR) entity (also referred to as ‘the ADR’). submissions to the ADR are to take place by means of the online ADR Dispute Form, accessible on the following link: https://curacao-egaming.com/public-and-players/complaints-landing;

i followed the link when the casino was not respond me.

But the respond was "Curaçao eGaming ("CEG") has received a message via its online complaint platform (the "Platform"). Unfortunately, the message does not relate to a website (the "24slots.com") that is operated by a CEG-licensed operator (the "Operator"). Your message has therefore been dismissed"

So this casino also lie in the terms. Its false info.

I have still not recived any respons, refund or the requested data.

But i have checked, and now they have blocked me from create account at New era. So thats good.

Also, They are using different merchants in order to recive deposit from bankcards that should be denied. Also, My card is blocked from gamingtransactions. mcc-code 7995.

AML Laws EU: 

All card transactions are tagged with a specific four-digit identifier, the MCC. This number is based on ISO standards and is applied globally by issuing and acquiring member banks. The purpose of the MCC is to identify the goods or services the merchant provides or to classify the nature of the merchant’s business. MCC 7995 is the universal identifier for gaming and gambling merchants and is linked to all transactions from these merchants. It covers all transactions (face to face and online) from merchants that provide betting, lottery tickets, casino gambling chips, off-track betting and wagers at racetracks

"The prohibition of processing payments is undertaken via the blocking of payment orders where cards are using MCC 7995. Payment for authorised gambling services in a Member State is approved using of the respective country code in combination with MCC 7995. Payment service providers covered by the regulations therefore must implement routines to differentiate between requests for the authorization of payments for authorise"

Mastercards describtion of transaction laundering "the action whereby a merchant processes payment card transactions on behalf of another merchant." 

By using merchants (that not even excist) they could take adevtage of vulnerable players and recive deposits from card who should be protected. And the transacitons is not able to track to the casino. at the bank its been showed as a bought in a store.

due to this, i want my money refund.

Dear arti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 24Slots Casino.

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. Could you please advise if you have requested a self-exclusion from 24Slots Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

palmslot send me 24/11-2023

in ther terms they define new era as operator and casino name is brand.

and also tha the licens not have an database to exclude from all other operators. Only new era. So i need to contact other operator to get exclude.

and i dont Ask them to block me in the beginning. They exclude me when i told them about my addiction. Then they send me this.

As you se they also say "subsequent accounts" not duplicate accounts. so This is new era and not only the casino.

I have not Ask them to block me or block me for a period. They do it by themself when i told them i had an addiction.

"We can confirm the account has now been excluded and will remain so indefinitely for the period you stated when contacting us. We strongly recommend that if you have accounts with other operators, you contact them immediately and also Self Exclude with them. We do our best to detect and prevent customers from opening subsequent accounts during the self-exclusion period.

For this reason, we ask that you contact us if there are any changes regarding your personal information."

Then i wrote to 24slots about this, and Ask why they keep offering me gaming when new era bv already know about the addiction. They dont reply or confirm, bit they blocked my account and then they blocked me from keep create casino at new era. As they would have done already in november 2023.

No. I have not asked to be blocked on 24slots. I asked them why they skip to block me when im exclude at new era.

This is if i try to create account at any of new eras casino today.

And also, if they not have change the "transaction cathegory" by purpose. I should never be able to deposit any money from my card either.

i Also forgot to show you this.

i request that the manager should take over my case. And This is how the manager solve the case.

Give more spins to an addicted.

Dear arti,

When exactly did you mention your gambling addiction to 24Slots? How long after that did they close your account?

i send it 1/2 08.30, and the blocked me 2/2 22.00.

i got suspended due to addiction at Palmslots (and the groupe) casinos 24/11-2023

Dear arti,

The standard time for a self-exclusion is 48 hours so based on what you stated, the casino did everything correctly and closed your account according to terms and conditions.

Is there anything else we could assist you with?

yes.

I suspended myself from Palmslots 2 months earlier. It appears there that I am excluded at the operator (new era bv), it appears nowhere that the exclusion is only applied to Palmslots casino. On the contrary,

they say We can confirm the account has now been excluded and will remain so.

We strongly recommend that if you have accounts with other operators, you contact them immediately and Self Exclude with them.

We do our best to detect and prevent customers from opening subsequent accounts.

their terms include limitation of liability in cases where a user changed their details in order to create accounts within the group after exclusion.

I have the exact same details, so the limitation of liability does not apply there. I am also prevented from creating accounts at the other casinos owned by the operator (new era bv).

24slots is the only casino that "forgot" to limit me.

at the same time, the operator uses the same affiliate for its casino that sends offers for 24slots.

which in my opinion is calculated action.

that I am allowed to create an account with only one casino by the operator, and that casino I receive offers to play at.

it is conspiring to make me lose money and exploit the gambling addiction for personal gain.

another sign of systematic exploitation is that the casino changes the MCC code for the transactions, because gambling transactions are not allowed from Swedish cards. So, mcc code has been changed to shopping, so that the banking system does not reject transaction transfer.

this is both illegal and unethical.

the casino also lies in their conditions, they describe that CEG is the appointed ADR for handling complaints. Which means that you as a player are misled and think that you as a player have stronger protection in the event of errors, because CEG is a serious authority.

the casino also does not follow their own policy for handling personal data nor the laws that regulate this area.

by refusing me access to the collected personal data and the processing of them. Which is also important evidence that the casino, in violation of the law and Mastercard's terms and conditions, changes the mcc code so that the system will not detect the transactions of the reject verdict.

when breaking both their own terms and also laws, thereby removing the player's protection. Thus, the agreement shall be considered invalid. Invalid agreements mean that the deposits must be declared invalid and returned to the consumer.

another thing that also indicates a systematic exploitation of gambling addiction is that the casino manager wants to apologize for the situation and the losses due to the addiction. As an apology and goodwill, the manager credits my account with free spins.

so if i understand you correctly, do you think its ok for casino to circumvent laws and terms and exploit vulnerable players?

Dear arti,

As I mentioned earlier, if you exclude yourself in a sister casino, it does not mean you are excluded within the entire group (depending on license), meaning that your request to Palmslots had no affect on 24Slots Casino.

As the casino closed your account based on your request within a reasonable time frame, there is nothing we can pursue them for as they acted correctly.

The complaint will be now closed for the above explained reason.

Best regards,

Nick