The player from Germany had registered and deposited 70€ at Campeonbet despite being self-excluded due to a gambling addiction. The player had believed that Campeonbet should have recognized the self-exclusion and prevented the registration and deposit. She had provided evidence of her self-exclusion at multiple partner casinos. However, the casino had refused to refund her deposit, arguing that they did not have a uniform system for recognizing self-exclusions from partner casinos. We had explained to the player that self-exclusion at one casino did not automatically apply to all associated casinos, especially those licensed by Curacao. As the player's account had already been closed, we concluded that there was not much more we could do, and the complaint was rejected.
Campeonbet Casino - Player complains about lack of self-exclusion enforcement.
Amount: €70
Campeonbet Casino
Safety Index:Very lowUnjustified complaint
REJECTED
Case summary
Hello,
I have just requested a refund of 70€, as there was no player protection provided here.
I was able to register and deposit 70€ at campeonbet today, despite having a confirmed self-exclusion due to gambling addiction at several partner casinos, such as betsamigo, svenbet, betonred, (see attachment)
campeonbet should have ensured player protection by entering the same personal data, and should have prevented a deposit or registration.
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
Self-Exclusion
Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.
Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.
Unfortunately, there’s not 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 this casino directly?
Looking forward to hearing from you.
Best regards,
Kristina
Hello, at Betsamigo, which is a partner casino, I declared my self-exclusion via email, citing gambling addiction. I sent this to you in advance in the attachment
Also i was already self excluded on Bitkingz. Please see attached
Hello Dear Casino Guru Team,
are there any news. Campeonbet is opposed to a refund because they allegedly do not have a uniform system for registering other self-exclusions from partner casinos.
I entered the same details when registering as before. Same name, address and email and I am known as a gambling addict at some of the partner casinos. This should have been recognized and registered and other deposits in other partner casinos should have been prevented. I assume this is deliberate player damage and don't see any real player protection here
In the appendix you can see that I also applied for a self-exclusion from a partner casino called TreasureSpins on February 8th, 2023 with the request that I be permanently blocked from all other partner casinos
Thank you for your reply, Lesa. Could you please advise if you currently have access to your casino account? Have you tried contacting this casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Do I understand correctly that your account has been blocked? Have you received any confirmation from the casino that accounts on all associated websites will also be closed?
Yes, they only closed my account after requesting my refund. Before that I was able to deposit money, unfortunately even though I was already blocked from other partner casinos because of gambling addiction
Lesa, please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites. Both casinos have a Curacao license which doesn't enforce group self-exclusions like, for example, MGA-licensed casinos do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.
As long as your account has already been closed, there is not much we can do. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Thank you for your understanding. If you are dissatisfied with our decision, you can always contact the licensing authority.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
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