Ares Casino - Player has self-excluded from sister casino.

I self excluded with 4 crowns casino on 28/01/2020. I then opened an account with arescasino. Someone in their live chat confirmed it was a sister site of 4crowns casino and i told them my account was closed and they confirmed that was ok - i never told them it was self excluded.

I verified my account with exact details i verified my account at 4 crowns casino with.

Anyway, in my last deposit of £50 none of them games would load for me.

Some games that did load said i could not play in the UK.

Arescasino closed my account once i told them i was self excluded from 4 crowns casino.

I asked them to prove they have a licence in the UK and they ignored me.

I have requested all of my deposits back, total of £650 because i should not have been able to open an account with them due to self exclusion at 4 crowns casino and that i live in the UK.

Dear Sandra,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you clarify what was the reason why you have self-excluded yourself from the first casino? Have you received any confirmation from Four Crowns Casino, together with a list of related casinos? Please forward it to my email address: petronela.k@casino.guru. Looking forward to hearing from you and hope to help you to resolve this issue as soon as possible.

Best regards,

Petronela

Hi. I self excluded from the first site because i have a gambling problem in the UK and I am registered with GAMSTOP.

Thank you very much Sandra for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sandra.

I've cross-checked the information what you provided to Petronela.

By 4 crowns casino you probably mean this casino: https://www.4crownscasino.com/ , am I right?

Hi

Yes that is right.

I have tried to send and email over to either of you but it keeps getting rejected by Microsoft Outlook?

If you have some proofs or evidence regarding your case you can send them to matej@casino.guru

I have checked both casinos what you mentioned, and there is no connection at all. Probably when you said at ares casino the self-exclusion at four crowns, the casino decided to close your account. (Did you mentioned the gambling problem?)

Based on our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

You can't ask for a refund of your deposits just based on you are from the UK. You were voluntarily sign-up to this casino and in case that they offered you a fair chance of winnings you have no right for refund.

Self-exclusion on four crowns would matter in case that these casinos are connected somehow, but they are entirely different casinos owned by various companies. (If you have a screenshot from the chat where they confirm it would be great)  I have already asked them, and they denied any connection with each other. I am afraid that without some proof or confirmation from their side about the relationship between them, there is no way how we could help you. I am sorry for the bad news. 

One of the live chat people on Ares casuno confirmed they was but will not give me my chat scripts because my account is closed.

Both sites are exactly the same with the same live chat staff doing both sites. Exact same verification etc

They may have the same platform (same white label solution) even the same chat support (they can use a contract company for support), but companies behind them are different. Did you mention to any of the two casino gambling problems or just you wanted to self-exclude?

I have been trying to send my emails across but they keep getting rejected from your end. I never mentioned my problem just asked to be self excluded. Self excluded my account at 4crownscasino on 28/01/20 and opened Ares Casino account on 28/02/20.

I have sent you an email, try to respond on that email or in case of troubles write here, and I will give you my Gmail.

I have sent the email avross to you. I did not ask to close my account with Ares Casino, they closed it once I said I was self excluded on their sister site.

I've checked all your emails. Even though the same person was replying to you from the support, that doesn't mean that these casinos are sister casinos. (both of them denied that they are anyhow connected).

Nowadays, it is much easier to start an online casino; lots of companies offer white label solutions with license/banking/support/games included in the package. These casinos share the platform (T&C's are the same; support may be the same) but offer different bonuses and are owned by various companies. You can't ask for a refund in Ares Casino because you were self-excluded in 4 crowns casino which is not their sister casino.

After you mentioned to them your self-exclusion on same platform casino, they rather closed your account (they have a right to do it).

I am very sorry, but I don't see a justified reason for a refund in this case.

No worries, please close this case.

They are ignoring my emails anyway so i can't reopen my account to get my chat scripts where someone confirmed they were a sister site and that it did not matter that my 4crownscasino account was closed.

I am very sorry for a bed news Sandra.  

I am closing the complaint now as "rejected."