Amok Casino - Player's asking for a deposit refund.

Hi

I want to complaint about amok, refuel and mountgold casino and i want a refund on all my deposits at one of the casino that i play last.

i close my account permanently at refuel or amok casino. I dont know wich one i closed first because of gambling addiction. This casino breached the responsible gaming terms and conditions laws. This casino had never to accepted my deposits/registration at amokcasino or refuel casino because im blocked for gambling problems.

And if it was a self exclusion, they never had to give me the possibilaty to register at all the three casino's because i only have to get 1 account like the term of conditions.

 I want a refund of my deposits back from amok casino. I was register first on refuel and then amok i think, or it was first amok and then refuel. But i want a refund of amok casino from all my deposits because this casino accepted my registration and deposits and my account is locked at refuel for gambling problems.

They used the same date for closing. This is not right. I closed amok first and then refuel. Or refuel first, and then amok.

I want them to seach all the database.

So, i had a account at mountgold, amok and refuel casino.

Greats

Hello Recha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. To begin with I would like to point out that your message is very confusing. It will be close to impossible for us to help you if even you yourself are not sure what happened when and which casino should refund your deposits.

I would like to ask you to create a clear timeline with dates and a description of what happened that day at which casino.

Moreover, I would like to ask you to forward me your self-exclusion request. Also, have you contacted the casino regarding this issue? Please, forward all the relevant communication between you and the casino together with any other supporting evidence to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi.

Ived sended you a email.

Thank you, Recha. I am sorry, but we have reached a point, where we are not able to support you further. We cannot confront any casino if you who ask for a refund are not sure which casino should refund you and how much.

Moreover, after reviewing all the available information I gathered this:

• I see that you have been advised by the support agent to contact ADR whose decision is usually valid and final for the casino. I found the complaint online and I see that they ruled in a favor of the casino.
• The casino's Responsible gambling policy clearly advises players to request self-exclusion from all sister casinos, which indicates, that self-exclusion is active only in the casino in which it has been requested. Please, see here:

"Permanent Self-Exclusion/Account Closure  

Any player can request us to permanently close their Amok Casino account by talking to our support team via chat or email. This decision cannot be reversed, and we ask that you withdraw any remaining funds before taking this action.

If you have accounts at any of our sister brands, we also recommend you let our support team know, and they can close these for you too. Likewise, we advise you to close any other gambling accounts you hold with other operators. And remove yourself from any environment in which gambling is promoted (for example, following gambling brands on social media)."

Since we are not able to judge this case fairly due to the 2 above-mentioned points, and unclear information from you, the best thing I can recommend is that you contact the Licensing Authority, as they have access to more details and can thoroughly investigate your issue. You can submit a complaint with the Malta Gaming Authority here:

https://www.mga.org.mt/support/online-gaming-support/

Please, do not hesitate to let me know if there is anything else I could do for you regarding this case, otherwise, I I will be forced to reject it.

Hi

Yes i will contact mga and let them look all the details.

Thank you

Unfortunately, because of the above-mentioned points, we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.