The player from Germany with an active OASIS self-exclusion was still able to register and deposit 100€ on bacanaplay. After playing and with 32.56€ remaining, his account was blocked due to self-exclusion. He requested a refund but has received no response since April 11, 2024.
BacanaPlay Casino DE - Player with self-exclusion experiencing withdrawal delay.
Amount: €100
BacanaPlay Casino DE
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
3d 15h 15m 23s
Case summary
3 days ago
Public
Public
1 week ago
Translation
Despite an OASIS self-exclusion in place, I was able to register without a hitch on bacanaplay. I deposited 100€ and initially had no issues playing. However, when I still had 32.56€ remaining, I suddenly received a message stating: Your account has been blocked due to a self-exclusion activated through OASIS.
It's accurate that I had activated a self-exclusion via OASIS. The notification from bacanaplay came too late. Via email, I told them I wanted the 100€ I had deposited returned, as they had allowed my registration and deposit without any issues. As requested by the casino, I provided proof of my OASIS self-exclusion. I've received no response since 11th April 2024.
Automatic translation:
Public
Public
1 week ago
Dear Synaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you personally inform the casino about your gambling problem before depositing?
- Did the casino agree with the refund?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 week ago
Translation
When I registered and made the deposit, I didn't know at first that this casino was also available under OASIS. The message only came later, after I still had about €32 left. In the picture you can see that I only received one email. I was asked for the OASIS self-exclusion documents. I successfully sent these to the casino. Since then, no response.
Automatic translation:
Public
Public
3 days ago
Thank you for your reply, Synaro. Have you tried contacting the OASIS regarding this issue?
Casino Guru is examining the case
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