Casino Kakadu - Player’s account has been closed due to self-exclusion.

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I am gambling addicted and the online casinos in Bulgaria, were supposed not to let me play. Which not happened and kakadou let me play, after my message to their team that I'm in the Bulgarian register for cambling addicted till 2034 they have closed my account, which is good, but i wish send me the lost money back on my bank account.

I can provide you with the official document for this

There are penalties for the casino for not obeying the Bulgarian regulation and law.

Thank you

Dear Nnnncccddd,

Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing.

Unfortunately, we at Casino Guru don’t deal with complaints related to national self-exclusion programs. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the regulations of a specific country.

In the past, we have handled similar cases, but we have received guidance suggesting that it is best for players to contact the responsible authorities directly. Regrettably, we are not privy to the specific procedures and methods the Bulgarian licensing authority employs to verify eligibility for refunds among registered users. This casino doesn't operate under the Bulgarian licensing authority, therefore the list of registered users is not shared with this casino. Consequently, it is beyond our ability to assess such cases, unless you directly requested self-exclusion from Casino Kakadu.

• Have you informed the casino about your gambling problem before depositing?
• Do I understand correctly that you currently don't have access to the casino account?

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

No I'm not, that's why I'm on the registry so I don't have access, if I wasn't addicted I'd tell them but I am and they have to check if I'm eligible to play. As every Bulgarian casino does.

And I didn't want them to shut me down, they did it themselves. But since they know I'm an addict and I'm on this registry, isn't it moral to give me back the amount?

Yes, I don't have access.

Thank you

Thank you for your reply, Nnnncccddd. I understand your point of view, but as I already explained, casinos that do not have a Bulgarian license do not have access to this register. Casino Kakadu has an MGA license, therefore they couldn't block you.  If your account was closed upon informing the casino about your gambling problem, we are unable to assist you with your refund.

At this point, I can only recommend how to self-exclude properly in the future in casinos that are not licensed by Bulgarian authority. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. 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.