The player from Austria who had a history of gambling addiction had been allowed to register and deposit at the LCS Ltd's Betstro casino, despite being banned. She had claimed to have informed LCS Ltd about her gambling addiction and had provided evidence of her correspondence with the casino. However, the casino had denied any connection and the player could not provide sufficient evidence of her self-exclusion request prior to her last deposit in December 2022. Despite our efforts to mediate, we did not receive any conclusive evidence supporting the player's claims. Therefore, we had to reject the complaint.
Betstro Casino - Player with self-exclusion issue in LCS Ltd Casinos.
Amount: €172
Betstro Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Despite being banned from LCS Ltd for years due to gambling addiction, I was repeatedly allowed to register and make deposits at an LCS Ltd casino. In this instance, the casino in question is Betstro! Upon contact, they claimed that the casinos are not connected. However, I can prove through screenshots that the responses from all LCS Ltd casino support teams are identical and even numbered consecutively. Furthermore, I have also directly informed LCS Ltd about my gambling addiction. I have attached evidence in the accompanying files.
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6 months ago
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@betstro.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
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6 months ago
Translation
I sent all emails regarding the ban to support@betstro.com, 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 €172 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 permanently banned (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.
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6 months ago
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?
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6 months ago
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?
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6 months ago
Translation
I have forwarded you an email and marked the important lines in red.
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6 months ago
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 Betstro 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 Betstro Casino. Thank you.
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5 months ago
Dear x4wsccrkcd,
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.
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5 months ago
Translation
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 complaint numbers 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.
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5 months ago
Could you please clarify when you placed the last real money deposit into your Betstro Casino account?
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5 months ago
To recap:
- The casino notified you about the account closure on April 18th, 2023.
- The latest deposit made into this casino was on July 12th, 2022.
As previously requested, kindly forward any supporting evidence indicating that you requested self-exclusion from this specific gambling establishment before July 12th, 2022 otherwise, I will be forced to reject your complaint.
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5 months ago
Translation
The deposits were made on 12/7/22 and not 7/12/22!
The casino already knew about the gambling addiction!
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5 months ago
I apologize, but up to the present time, we have not received any corroborating evidence indicating that you initiated a self-exclusion request with this particular casino prior to making your last deposit in December 2022. Despite multiple requests, the only email we've received from the casino is dated April 2023.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future or if you locate supporting evidence to have this case reopened. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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