Amon Casino - Player seeks a refund due to self-exclusion in an associated casino.

I opened an account with Amon recently and have deposited around 1000 euros and lost. Tonight I chatted with them and noticed the persons name from another casino called Betzino. I then asked this person if they were linked to each other - Amon and Betzino but he would not commit to answer. Anyhow they are one and the same casino I believe. I had been playing on Betzino and then self excluded yet I was allowed to play on Amon without this being flagged up. Both casinos have the same games therefore it was impossible to win anything on Amon. I asked for my money back from Amon as I believe it is a scam as they are the same casino. The same people chat on customer service. I want my 1000 euros back

Dear Casbar1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions of Betzino, and this is what I found:

13.2 Self-Exclusion and Cool-off

13.2.1 You may choose to exclude yourself completely from participation in any of the Games on our Site. To do so, you must contact customer service, stipulate the period for which you wish to self-exclude and your account will be automatically reactivated thereafter.

13.2.2 You will not be able to open an account on the Website if you opt out. You will also forfeit any contest or sweepstakes entries that you entered prior to your self-exclusion, as well as any non-cash prizes or invitations that were awarded or offered to you prior to your self-exclusion but which you have not yet redeemed or used (for example, where tickets to an event were offered but the event is scheduled to take place during the self-exclusion period, the invitation is automatically withdrawn upon self-exclusion). Finally, you will not receive any marketing campaigns or personal messages from us until your self-exclusion period expires. This is to prevent you from being offered gambling opportunities after you have taken the time to evaluate your gambling behavior.

Unfortunately, it’s not 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 Amon Casino directly, or informed them about your ongoing gambling problem?
• Is your account currently blocked?

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Looking forward to hearing from you.

Best regards,

Tomas

I have excluded from Amon also but that was yesterday after losing and finding out that they are linked to Betzino. I thought that if you excluded from a casino linked to others that they would also be blocked

Dear Casbar1

Unfortunately, the protection in Curacao-licensed casinos doesn't work that way. In order to be protected, you'll need to request a self-exclusion due to a gambling problem in every online casino where you have an open account separately.

Since your account was already blocked due to a self-exclusion request, I can't offer any other recourse regarding your issue. Please let me know if there is anything else, otherwise I'll close the complaint.

Dear Casbar1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.