Arctic Casino - Player demands a refund.

I've had a ban for playing at the sister casino while I was at the Arctic casino, thus, the deposits must be returned. That's in the MGA license rules.

Dear Imjjj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion to any other casino? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?
• Additionally, could you provide information on the other casinos where your self-exclusion due to gambling problems is in effect and when this self-exclusion was initiated?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Account iBet is closed on 22/03/2021 due to gambling addiction

Hi Imjjj,

Thank you for the clarification provided. However, to proceed with this case, I will require additional information.

• Please feel free to send any supporting evidence or relevant communication to petronela.k@casino.guru.
• Could you please confirm whether you used the same credentials to register your Arctic Casino account as those used at iBet Casino?
• Additionally, when did you open your Arctic Casino account?

Looking forward to hearing from you.

Dear Imjjj,

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.

I sent email

Hi Imjjj,

Thank you for sending the forwarded screenshots. However, upon review, I couldn't find any communication that appears to be related to iBet Casino or Arctic Casino.

• Could you please provide further clarification?

Looking forward to hearing from you.

As you can see from the pictures, the gaming ban is for a casino under an MGA license, so I would not have been allowed to play at Arctic or iBet Casino.

I am sending the evidence again, showing that the iBet account has been closed for 2021-2026. And it was still possible to deposit 2023 at Arctic casino.

Hi Imjjj,

I regret to inform you that self-exclusion from any MGA casino does not necessarily extend to all MGA casinos. It's important to note that each MGA casino displays a License Validator in its footer, where you can verify if the casino is linked by license to any other casino. In this particular instance, Arctic Casino shares its license with ibet Casino.

Since I haven't received any supporting evidence to date indicating that you were previously self-excluded from ibet Casino, I must emphasize that we are unable to assist you further.

Please inform me if there is any additional information I may have overlooked. However, I am afraid that I will be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance.

Thank you in advance for your response and understanding.

I have sent an email many days ago. I'll put it on again now

Now the email has been sent two if not even three times where the evidence is visible, iBet casino closed 22/03/2021 ---> five years, Your account was reviewed by the Player Protection Team and in line with our commitment to Responsible Gambling and the well- being one of our players, we have carefully reviewed your account.

The account for Arctic casino was still opened on 05/09/2023

Screenshots from the player:

Hi Imjjj,

Thank you for passing along the communication. If I understand correctly, the self-exclusion was requested for a duration of 5 years, and you were specifically informed that it applies solely to iBet Casino, with no mention of a gambling problem. Is that accurate?

Dear Imjjj,

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.

As you can see from the screenshots sent, the ban is due to a gambling problem

Hi Imjjj,

Upon review, it appears that the self-exclusion has been applied for a duration of five years, yet no reason for the self-exclusion was specified. It's important to note that not every instance of responsible gambling is directly linked to a gambling problem.

• Is there any possibility that you retained the request sent to iBet Casino in March 2021? This would serve to conclusively demonstrate that you informed the casino about your gambling issue.

Thank you.

Dear Imjjj,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.