The player from Germany, who had had an active OASIS self-exclusion, had deposited 100€ on bacanaplay and had been able to play. After his remaining balance had dropped to 32.56€, the casino had blocked his account due to the self-exclusion. He had requested a refund but had not received any response. The player had also contacted OASIS about the issue but had not received a reply. We, as the Complaints Team, could not enforce any decision on the casino or OASIS, as they were third-party organizations. We had advised the player to wait for a response from OASIS or contact the casino's regulator. Therefore, we had had to reject this complaint, as we were not able to mediate in this situation.
BacanaPlay Casino DE - Player with self-exclusion experiencing withdrawal delay.
Amount: €100
BacanaPlay Casino DE
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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8 months 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:
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8 months 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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8 months 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:
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7 months ago
Thank you for your reply, Synaro. Have you tried contacting the OASIS regarding this issue?
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7 months ago
Have you received any reply? Could you please forward me the communication? My email address is kristina.s@casino.guru. Alternatively, you can post it here
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7 months ago
Dear Synaro,
Since OASIS is a third-party organization, we have no authority to enforce their decision on the casino and OASIS is the only one who can do that. In this case I am afraid that your only option is to wait for OASIS to reply and help you. I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case and leverage our position as mediator.
If OASIS can't help, I recommend contacting the casino's regulator.
You can find the contact to the regulator and more information here: https://casinoguru-en.com/licensing-authorities/germany-license
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.
