Cash Arcade Casino IE - Player’s requesting a full deposit refund.

I have a gambling addiction which is well known with all casinos. I try my best to follow all rules with casinos to make sure that i won't be able to play.

Today i was tempted so i tried with a casino called cash arcade casino - i was able to register, deposit and play. They allowed my to deposit 700 euro. Now this casino is part of jumpman - and according to their own terms and conditions when i close an account with one of their sites it applies to all of their casinos. I shut my account with crystal slots months ago and did not ever request for my accounts to be reopened. .Ive attached a screen shot which shows that i had a self exclusion on my account and also stating that i needed to contact them to re open - which ive never done!

Also now when i log in to crystal slots casino i get a pop up message straight away informing me that i cannot play until ive verified my account - this again according to their terms and conditions should be across the board. Now since ive submitted a complaint to the casino when i try to log in to cash arcade i also get the same pop up - this alone should have prevented me from playing on these casinos.

Im fed up with casinos not doing their due diligence when it comes to problem gamblers - their safe guards dont protect players like me even though their terms and conditions state they should - ive added some screen shots.

I would like to know 1. why i was able to register, deposit and play on a casino when i was restricted and 2. why when im restricted and cant play as per the screen shot - that i was able to !

Please help me redeem my 700 euro and let me know if you need anymore information

thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section and this is what I found (here):

"Self-exclusion

If you are concerned that your gambling is out of control, you have the right to exclude yourself from the Games and you may do so by sending an e-mail to us with your instructions as to how long you wish the account to be inaccessible. You also have the option to self-exclude your account by visiting the responsible gambling page.

Self-exclusions must be applied for a minimum of 6 months. At the end of the exclusion period, your account will remain inaccessible unless we are notified by yourself to reopen. We will be unable to lift the block on access during the exclusion period. Any Real Money balance remaining in your account will be returned to you subject to completing any necessary verification checks. 

Self-exclusion means that you will not be able to play any of our Games during the term of your exclusion. This measure will be applied to all accounts you hold with Jumpman Gaming within 24 hours. This means you will not be able to access or register to any of our sites during the time of your exclusion.

If you decide to apply a ‘self-exclusion’ to your account, you shall not be permitted to open any new account with any Jumpman Gaming Site during the term requested. If you are in breach of your ‘self-exclusion’ (including within the first 24 hours), we shall be entitled to terminate any new account you open with any Jumpman Gaming website, forfeit any funds therein, and we shall not be liable to refund to you any funds you may have wagered or won through such account. Please see our Responsible Gambling page for more information regarding ‘self-exclusion’ and ‘cool-off’. Applying a self-exclusion will result in steps being taken to remove your name and details from any marketing databases used by the company within two days of us receiving a notification of your self-exclusion. We will also take all reasonable steps to prevent any marketing material being sent to self-excluded customers as soon as is practicable.

At the end of your self-exclusion, your account will remain closed. Please contact us via email if you wish to reopen the account. There will be a one day cooling off period before you can gain access to your account.

If you choose to self-exclude your account, we strongly recommend that you request this with any other online gaming operators you hold accounts with."

I also checked the forwarded screenshots:

Could you please advise if you reopened any of your casino accounts?

Looking forward to hearing from you.

Best regards,

Petronela

Hi

thanks for your quick reply

i have never reopened any of my accounts with this brand

and also when I log in to crystal slots now it tells me I can’t play or deposit until I’ve verified my account which I have never done! Now since logging this complaint I also get this message when I try to log in to cash arcade

this makes me believe that they are aware that I should not be playing on their sites but they may just have been a bit slow to realize which is fine as long as they will return the money back to me - please let me know if you need anything else

thanks for your help

Thank you very much, babsbh, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi I would just like to also attach the latest email i have received from them this morning

they are basically telling me that my accounts are self excluded - but its my fault that ive decided to register another account.

this is unfair and goes against safe gambling - they shouldn't have allowed me to open any accounts with them using the exact same details as this fails to protect me

ive added a screenshot of the email - thanks

Hi babsbh,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello babsbh,

please, could you specify if you have used the same username and registration email in both brands?

Hi

yes all information - name address email phone number and everything is exactly the same

thanks

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi babsbh,

I was informed by the casino team that they reached you in order to resolve the case, is there any new information?

Hi

they have told me that they are not going to help me

they said that they can’t find any correspondence from my informing them that I wanted to close my account

which is completely untrue

their advisors confirmed with me that my account was self excluded and that I should not have been able to play on their casinos

now they are lying and trying to deny this

I have sent you already the confirmation email from them

they are basically telling me the same thing over and over again

they also gave me a complaints email address which I wrote to on the same day as opening this account and am yet to hear a response from

this site is a scam and they don’t care about problem gamblers - they lie and fake to take peoples money

Dear babsbh,

please, could you confirm that your issue has not been resolved? I am very about the situation, but the casino team has rejected discussing cases with 3rd parties. As a next step, I would suggest contacting the regulator. I will gladly help, are you interested?

Hi

I have not had any update or response from them !

they have told me to email a different email address which I did on the date I opened this complaint and still heard nothing back from them

if you could help me with their regulators that would be great

Dear babsbh,

since you confirmed motivation to contact the authority, I will reach you at your email address with further information of how you should proceed. Till the regulator decides, I am closing the case as 'unresolved' - WAITING FOR REGULATOR DECISION. When regulator decides we will update the case accordingly.

Best regards, Jozef

jozef.k@casino.guru

Dear babsbh,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Hi - this is not the case I asked to reopened - the case I asked to be reopened was for me green - as I can now see they have actually been fined for breaking safe gambling laws by the commissioner ?

thanks

Dear babsbh,

Have you reached out to their ADR or licensing authority? Have you received any updates or decisions from them?

Hi jozef - this is not the casino I wanted to re open the complaint about ? The complaint I wanted to re open was about Mr green ? Can you please re open this as I believe I have more evidence

hello?

Hello babsbh,

we reopened this case since it is a long period for contacting the authority. Please, could you focus on this case? Have you reached the authority?

P.S. If you have any updates on different cases feel free to reach me at my email address.

jozef.k@casino.guru

Dear babsbh,

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.

I sent you an email last week and im yet to hear back ???

Since the player failed to provide us with evidence, and generally does not look like the regulator was reached in this case. I am forced to reject this case.