The player from Austria, despite having a gambling addiction and having been banned from LCS Ltd, had been allowed to register and deposit at Bonusbet, another LCS Ltd company. She had provided evidence suggesting the support responses from all LCS Ltd casinos were identical, indicating a connection. The player had also directly informed LCS Ltd about her gambling addiction. However, despite multiple requests from our team, the player had failed to provide sufficient evidence of her self-exclusion due to gambling addiction. As a result, the complaint had not been resolved to the player's satisfaction and was eventually closed.
BonusBet Casino - Player with gambling addiction allowed to play.
Amount: €440
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2.8
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Despite being banned for years from LCS Ltd due to gambling addiction, I've been continually permitted to register and deposit at an LCS ltd casino. The casino in question is Bonusbet! Upon making contact, it was claimed that the casinos are not connected. However, based on screenshots, I can prove that the responses from the support of all LCS ltd casinos are identical and even numbered consecutively. Additionally, I have directly informed LCS ltd about my gambling addiction. I've attached the proofs in the attachment.
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1 year 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@bonusbet.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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1 year ago
Translation
I sent all emails regarding the ban to support@bonusbet.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 €440 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.
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1 year ago
Appreciate your email, x4wsccrkcd. I've noted that your BonusBet Casino account was blocked on April 18, 2023. Did you make any deposits into your casino account after this date? Also, did you submit any self-exclusion requests before that date?
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1 year ago
I received an email forwarded from the casino stating that your account was blocked on April 18, 2023 and the request for a refund has been denied. 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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1 year ago
Translation
I sent you an email proving that I wanted a ban due to gambling addiction and personal bankruptcy.
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1 year 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 BonusBet 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 BonusBet Casino. Thank you.
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1 year 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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1 year 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 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.
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1 year ago
Could you please clarify when you placed the last real money deposit into your BonusBet Casino account?
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1 year 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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1 year ago
Translation
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.
I have verifiably always contacted the company!! I have forwarded the email to you!
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1 year ago
Up until now, you have not furnished me with the requested self-exclusion clearly indicating a gambling problem.
This serves as the final reminder to provide the requested communication; otherwise, your complaint will be dismissed.
Sensitive attachment
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1 year ago
Translation
This sentence was written in every email to the company LCS LTD!!!
Also in the chat there was always talk of a ban due to gambling addiction!
But as already mentioned, I will sue in court!
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1 year ago
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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
