The player from Austria, who had previously self-excluded from several L.C.S. ltd. casinos due to gambling addiction, was still able to open an account with BetNFlix. Despite having contacted the support staff about her existing gambling issue, she believed the same team was handling her requests due to similar responses. The player had provided evidence of her communication with the casino, however, no prior self-exclusion request was found for BetNFlix specifically. The player's last deposit had been made before the account closure. As self-exclusion from one casino did not apply to others, we were unable to support the player's claim. The complaint was rejected due to lack of evidence indicating a self-exclusion request before the last deposit at BetNFlix.
BetNFlix Casino - Gambling addicted player managed to open account despite self-exclusion.
Amount: €507
BetNFlix Casino
Safety Index:LowUnjustified complaint
REJECTED
Case summary
Despite being blocked from several L.C.S. ltd. casinos due to gambling addiction, the option to open an account at another casino, in this case Betnflix, was repeatedly made available. Enclosed, you'll find the durations and amounts of my deposits, proof positive of my gambling addiction-related ban. Upon contacting the casino's support staff, they send responses employing identical phrasing in real-time, and their business transactions bear a linear numbering pattern. This makes me certain that it's the same support team handling my inquiries. I have also sent emails directly to L.C.S. ltd, expressing my gambling addiction issues, and these I am more than glad to provide as evidence.
Dear x4wsccrkcd,
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? 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?
Meanwhile, I checked the Responsible Gambling section and this is what I found (here):
Is support@betnflix.com the email address to which you sent your request?
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
I sent all emails regarding the ban to support@betnflix, also to info@lcs.com and to info@lcsltdeu.com with the following wording:
Ladies and Gentlemen!
I have a player account with you, which is registered under the email address ……….
According to your records, I made deposits of €508 in your online casino.
This letter is also being sent to all MGA departments because there has been a massive violation of player protection!
I was previously banned permanently (i.e. for life!) from the online casino of the same brand, namely LCS ltd, due to gambling addiction and personal bankruptcy, which I have been in since August 2019 (I sent you a confirmation). The site you operate, BetNFlix, is licensed by the Malta Gaming Authority under License No. MAG/B2C/233/2013 (02/07/2013) issued to LCS Limited, C-64070, registered in Office 3, Level2, Sterling Building Enrico Mizzi Street, TA'XBIEX XBX 1453, Malta.
I also forwarded the email to the desired email address.
Thank you, x4wsccrkcd, for your email. Regrettably, I was unable to locate the initial self-exclusion request, and I am unsure of when it was submitted. Could you please clarify and try to forward it at your earliest convenience?
I received an email forwarded from the casino stating that your account was blocked on April 18, 2023. The message did not mention any gambling problems but indicated a straightforward account closure. Could you kindly inform me about when you communicated to the casino regarding any gambling issues?
I forwarded you an email and marked the lines mentioning gambling addiction and personal bankruptcy in red.
If you were successfully excluded from this specific casino in the past, please forward any supporting evidence at your earliest convenience. Unfortunately, I haven't received any relevant communication between you and the BetNFlix Casino that would suggest that you were excluded before. Please understand that self-exclusion from any other gambling establishments, other than this specific casino, doesn't mean that you are entitled to any refunds from the BetNFlix Casino. Thank you.
Dear Petronela!
I can't understand your answer for the life of me! I have now sent emails several times which prove that sonsofslots and other involved casinos from LCS Ltd. An answer came, where a copy was also sent directly to the company's own email address info@lcsltdeu.com on April 3, 2023. I ask you, if even the casino sonsofslots, in this case a partner casino of betnflix, demonstrably informed the company itself directly about my exclusion, then you cannot tell me that the company did not know this.
Acknowledged. I've reviewed your email correspondence with the casino, dated April 17th, 2023, as well as their response on the subsequent day. However, I haven't come across any supporting evidence indicating that you notified the casino about your gambling issue before that date.
- Can you confirm whether your casino account is currently accessible or if you've made any deposits after April 18th, 2023?
Thank you.
You are welcome to reject the complaint as unjustified. I have sent you everything about this matter, I have written to you that I have always sent an application for exclusion due to gambling addiction directly to the company - apparently not enough - everyone brushes themselves off and says they knew nothing and an exclusion is in one casino in the corporate group does not count as a reason for exclusion in other casinos in the LCS LTD group.
I have sent enough screenshots that the same support works at all LCS LTD casinos, that absolutely identical answers come and the number of complaints are in an ascending order and are consecutive.
Unfortunately, you still protect these companies.
The highest level of protection actually applies to gambling addiction - but that's what all companies in this industry thrive on. A pity!
I will now sue with the help of a lawyer.
Could you please clarify when you placed the last real money deposit into your BetNFlix Casino account?
To recap:
- The casino notified you about the account closure on April 18th, 2023.
- The latest deposit made into this casino was on March 28th, 2023.
As previously requested, kindly forward any supporting evidence indicating that you requested self-exclusion from this specific gambling establishment before March 28th, 2023 otherwise, I will be forced to reject your complaint.
I have sent you all emails. I understand that you are on the casino sites and I am very disappointed. LCS Ltd. has demonstrably received several emails directly to the company address, in which the gambling addiction and the therefore necessary and desired ban are mentioned. Strangely enough, the ban has now been extended to all LCS Ltd casinos, including those where I had not yet registered. And this despite the fact that it is claimed that no casino is connected to the other. Strange. Especially since the emails prove otherwise.
The emails in your recent screenshot are dated after the day when your BetNFlix Casino account was closed and are directed to different casinos. As previously stated, self-exclusion from one gambling establishment does not ensure protection on other platforms.
I regret that I cannot offer more assistance in resolving this case. Although we couldn't address your concerns in this instance, please feel free to reach out if you encounter any issues with other casinos in the future. Given the reasons mentioned above, I must now reject this complaint. Thank you for your understanding.
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