Axecasino - Player’s requesting a full deposit refund.

Hi,

I am self excluded from multiple Dama NV casinos such as BitKingz. Axecasino who is owned by the same company allowed me to sign up, verified all my ID documents and allowed me to deposit $2800AUD in total. I ended up having a big win and got my balance up to $9050. I made a $3750AUD withdrawal as that is there daily limit and this never got paid after 2 days of waiting and the withdrawal being rejected about 10 times due to apparent technical difficulties. I stupidly played some of my winnings and ended up losing it all. I was sick of waiting for them to sort their crap out. I know it was my fault but it seemed they did everything they could do prevent me withdrawing my winnings.

Because I am permanently self excluded from BitKingz and other Dama NV casinos, I'd like to seek a full refund of all deposits I have made ($2800AUD).

Would I be entitled to this due to the failure to prevent me depositing at their casino?

Dear shauno48_19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 Axecasino directly?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Hi, No I hadn't requested a self exclusion directly with Axecasino prior to the deposits, they have closed my account now since I raised this issue with their live chat operator so it appears I am self excluded now.

I have emailed their support a few times regarding this and they are ignoring the emails since I closed my account. I will send the emails through to you shortly.

I feel that because I am self excluded from BitKingz for example reasonable checks should be performed by the casino when they are owned by the same company, when the account is opened and verification documents submitted. This never occurred they just accepted my deposits.

I had seen another person who submitted a case here who also was excluded from sister casinos and also has a gambling problem was eventually refunded by Axecasino.

I know it's my responsibility I made deposits there but I still feel the casino has a duty of care to atleast check if the player is self excluded from a sister casino.

Thank you very much, shauno48_19, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

Hi Petronella, I emailed you several documents the other day, had you forwarded these to Jozef? Some are personal documents so will need these to remain private. I hadn't heard from anyone yet. Axecasino still have not replied to the several emails I sent them requesting a refund so I don't think they are going to assist.

@jozef I have contacted the live chat on the Axecasino support page today and they have told me they do not prevent players self excluded from sister Dama NV casinos from playing unless specifically requested to. I have screenshots of the live chat i can provide.

Is this statement they have made correct? As i fail to see how my situation is any different to another user here @timgartz who was able to get refunded as he was also self-excluded from a sister Dama NV casino also. Not sure why Axecasino are declining to refund my deposits when they refunded the other user.

I have the self exclusion email from BitKingz to prove my exclusion.

Is it possible for Casino Guru to engage contact with Axecasino here so they can provide their official response why i am not entitled to a deposit refund when i am self excluded from BitKingz which is owned by the same company that owns Axecasino? That way you can determine if their response is valid or not.

Feel like i am wasting my time here that's all as they don't want to know about it.

Dear shauno48_19,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks my above messages are in "waiting for approval" status i noticed, not sure if that's meant to be the case?

I have lodged transaction disputes for the 8x$100 deposits + 10x $200 deposits made = $2800AUD Total with my credit card company also to cover all bases and hopefully get a positive outcome out of this as i feel Axecasino are not going to co-operate.

Apparently, there is fine print in their responsible gaming policy from what they have told me, that unless they are specifically requested to self-exclude a player they are not obliged to offer a refund for any deposit made.

The possible difference between @timgartz complaint and mine is that he apparently was self-excluded from all Dama NV casinos by Spin Samurai casino whereas the exclusion i made with BitKingz is according to Axecasino only an exclusion from BitKingz itself and not all other Dama NV casinos which is a load of rubbish in my opinion and another excuse for them to not refund my deposits. Why would BitKingz only exclude me from their own casino and not all other Dama NV casinos where in @timgartz case Spin Samurai excluded him from all Dama NV casinos.

This makes no sense and defies commonsense when it comes to responsible gambling policies and is just an excuse for them to refuse to give my money back.

1. The casino is not licensed in Australia and is not legally allowed to accept Australian Players and
2. They make up an excuse that because i am not self excluded from all Dama NV casinos they don't have to refund my deposits.

The above 2 points IMO are pretty self-explanatory as to why i should be offered a refund of my deposits.

Dear shauno48_19,

We are deeply sorry that your experience wasn't as pleasant as you planned. 

Our main goal is to make our players feel as comfortable and appreciated as possible. 

Our team studied your complaint thoroughly and made some conclusions: 

According to the license, Self-exclusion set on one brand is not carried out to others unless explicitly requested. 

We weren't able to find any request to lock you up on all brands. 

At this point, I have to say, that there is no reason for a refund. 

We can neither confirm nor deny the information about the other player because all the information about other players is confidential. 

We are sorry that such a situation occurred. However, we wish you all the best in life with or without gambling.

@Axecasino, you are referring to brands owned by the same company Dama NV, Dama NV owns your casino correct? and also owns BitKingz. Your explanation is not acceptable and i have lodged disputes with my credit card company.

Your casino is illegal in Australia and you're not practicing responsible gaming policy clearly by refusing to honour a self exclusion from a casino with the same owner as yours.

Hopefully my bank overules your casino's ridiculous rules and refunds me.

@jozef are you able to please review the case regarding @timgartz and how it differs to my situation and whether Axecasinos response is valid?

Dear shauno48_19,

I am sorry but the case you are referring to is in my opinion quite different, however as the casino team mentioned we cannot be specific since we have to respect another player's privacy.

From our multiple experiences I can confirm the casino statement, the players have to directly request the self-exclusion in all the brands operated by Dama. Please, could you provide us with some evidence of your request where you clearly stated or got information that it applies to the whole Dama group?

Based on the evidence provided, I can only see automated limited self-exclusion in the specific casino.

Dear shauno48_19,

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.

Close the complaint, no one cares less including my bank.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Best regards, Jozef