Casino Epic SE - The player's requesting a refund of his money.

Hey!

I sent an email to Yobetit (kanongaming) about my gaming problems. Got a reply that I was blocked.

Was able to open an account at CasinoEpic one day later and lose some money.

have been in contact with them regarding this but they do not believe they have done anything wrong.

Attaches email conversation.

I am also attaching the answer I received from the Swedish gambling inspectorate, where they say that this is wrong.

Hello Colin09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Epic SE. Please allow me to ask you a few more question before we would move forward.

Could you please advise how long after your self exclusion in Yobetit did you register in Casino Epic SE? When was the last time you speak to the casino and what was it about?

Based on the screenshots you provided, you had an e-mail where they claimed that you have to finish some kind of exclusion from all the other online casinos. Did you finish the process?

Looking forward to your answer.

Regards,

Nick

Hello

I opened an account on Epic about a week after the closure of Youbetit.

The last contact was 2021-06-08 and then I received in response that they had nothing more to add. The fact that I had to close the accounts was separate.

according to the Swedish Gaming Act, the Casino must close the entire license if you are suspended due to gambling addiction. They have not done this.

I'm blocked on game break here in Sweden so am excluded from all casino sites now.

Hello Colin09,

Can you please send us a confirmation that you are excluded from casinos with Swedish license?

Please send it to nikolas.b@casino.guru.

Have sent confirmation to your email.

Hello Colin09,

Thank you for the e-mail provided. Can you please clarify since when is the self exclusion active and when did you register into Casino Epic SE?

Hello

attach when I closed my account and received a confirmation from Youbetit casino.

this was 2020-04-10.

I opened my account at Casino Epic

2021-04-20.

Hello Colin09,

Thank you for all the information provided so far. I will be forwarding your complaint to my colleague Jozef who is usually dealing with self exclusion related issues. However, he is currently out of office so the complaint will be redirected on Monday.

Hello Colin09,

I will be now forwarding your complaint to Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Colin09,

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

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Colin09,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru