The player from Germany had requested a self-exclusion from Wizebets, Jacktop, and their partnered casinos due to a gambling addiction. However, the player was still able to deposit €170 into Betsomnia. The request for a refund from Betsomnia had gone unanswered. The player had argued that she had requested a self-exclusion from all partnered casinos under the same license, which was ignored. We had explained to the player that unless a self-exclusion request had been made directly to Betsomnia, she wouldn't have been entitled to a refund. Despite her dissatisfaction, we had to close the complaint due to the stated reasons.
Betsomnia Casino - Player's self-exclusion request is disregarded.
Amount: €170
Betsomnia Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hi, I requested a self-exclusion yesterday from Wizebets and Jacktop due to a gambling addiction. I indicated that I wanted to be blocked from all sister and partner casinos, and all casinos under the same operator and license. Over 24 hours have passed since then.
I received a confirmation from Wizebets. Unfortunately, I was just able to deposit €170 into Betsomnia. This means that Betsomnia ignored my self-exclusion request and did not ensure player protection. I requested a refund, but I haven't received a response yet.
Please see the attached evidence for this claim.
Automatic translation:
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9 months ago
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betsomnia Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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 Betsomnia Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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9 months ago
Translation
I believe I also mentioned this in the chat, but unfortunately I have no proof of this. Now, after my request for a refund, my account was immediately closed. I know that I will not automatically be blocked from all accounts, but when I self-excluded from wizebet and Jacktop, I explicitly stated that I wanted to be blocked because of gambling addiction from the same operator, the same license and the same personal data.
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8 months ago
Dear Lesa,
As stated above, unless you requested for exclusion directly from Betsomnia, you are not obligate for any refund. I believe it was already explained to you in one of your previous complaints.
Is there anything else we could assist you with? If not, we will be closing the complaint.
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8 months ago
Translation
This is absolutely criminal. I have explicitly asked the partner casinos for a self-exclusion for all partner casinos under the same license and with the same data.
Strangely enough, I am now blocked from all of them and cannot make deposits at partner casinos. But when I asked about it, my request to be blocked from all partner casinos with the same license was simply ignored.
So it's not true that they can't block me from all the partner casinos. As you can see, they did that now after I requested a refund. But my gambling addiction and request for a ban for everyone was simply ignored.
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8 months ago
they not even replying. I’m really pissed and this is scam. I send plenty of emails aswell and they ignoring it
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8 months ago
Dear Lesa,
It has been explained to you in other complaints in the past how sister casino exclusion works. As you did not request it directly from the casino, you are not entitled for any kind of refund and we will be forced to close the complaint for the above stated reason.
Regards,
Nick
