Bull Casino - Player's self-exclusion request is ignored.

This issue pertains primarily to bullcasino.com (however as this site isn't listed here I will direct it towards freedom casino which is owned by the same license holder, deepdive tech B.V)

To give you an explanation for why I'm posting this complaint, it's because I struggle with a gambling addiction and have difficulty controlling my decisions. Whenever I receive marketing content from companies like these, despite having reported my addiction, it usually ends with me losing money, leading me to believe I have not effectively protected myself.

Previously, during the years 2023-2024, I gambled on freedom casino and lost nearly 2000 euros. I subsequently asked them to exclude me from all "same licensed casinos". However, on April 25, I began receiving marketing content from bullcasino.com. Naturally, I accessed the site and created an account, resulting in the loss of an additional 700 euros.

I'm contesting these 700 euros and urging their return, as I explicitly instructed the freedom casino to ban me from all other casinos under the same license. The question remains, how did they obtain my data if they do not share the same database?

I hope you can help me, as the casino has banned me but is refusing to return any of the money. It seems that both of these casinos should be blacklisted for "targeted marketing".

Dear Denzoor,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you requested self-exclusion from Freedom Casino and all the associated brands operating under the same license, what was the reply you received from the casino? Please forward it to me. My email address is veronika.l@casino.guru.

Have you used the same credentials to open an account in Bull Casino as you used in your previous accounts owned by Deep Dive Tech B.V.? (name, surname, email address, residential address, phone number)

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes exactly the same details used.

i will email you.

best regards

Dennis

Also find it really suspicous that they say that they are not connected with eachother

under article 8.5 -> is exactly what i am claiming against, but they are avoident and just leaves live chat instantly, when i start asking questions.

i think they know they have targeted me and are unwilling to help, even though they still would of made a net profit on me as a player with 2000e even if the refunded the 700euro

I have checked the Terms and Conditions of Bull Casino and this is what I found:

8.3. A self-exclusion request would be valid for the site you are currently playing on only and does not include other sites operated by us.

Have you ever requested to be self-excluded from Bull Casino directly? This casino operates with a valid Gaming Curacao license, and this license does not obligate the casinos to self-exclude players from all the sister sites.

my argue is on 8.4, freedom casino even sent me a link to a suicidalhotline - i think thats pretty much a health concern?

Then it does not really matter, that you as a player tries to protect himself for this happening, if they can just open new casinos. Target marketing and then not be Held responsible for it.

I actually think this should be enough proof to just get a refund.

when taking in account.

their 8.4 and 8.5,

they have clearly shown that they think its deternimental for my health when they send recommendations to a sucide hotline website?

I empathize with your dissatisfaction. However, it's important to note that the licensing authority doesn't mandate casinos to automatically self-exclude players from all casinos under the same company. Additionally, according to the Terms and Conditions, self-exclusion applies solely to the specific website from which you initiate the process, not across the entire platform.

I regret to inform you that since you haven't directly self-excluded from Bull Casino, we are unable to facilitate the retrieval of your lost deposits.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.