Casino Masters - Player's asking for a deposit refund.

Dear gurus,

I requested self exclusion from Pelaa.com and all of it’s sister sites, including Casino Masters, in April 2021. After the aforementioned date, however, I have been able to deposit and play significant amounts of money on the two aforementioned casinos. I am not sure of the exact sum. I requested a refund from both. Casino Masters never answered to my request. Pelaa.com initially denied my request but after a complaint here on casino.guru (https://casino.guru/pelaa-casino-player-s-attempt-to-self-exclude-from) they admitted to their failure and issued a refund.

most of the proof relevant to this case can be found in the aforementioned complaint.

Today I contacted casino masters support regarding the refund request hoping to finally get an answer. As response I got contradicting information regarding the case; first I was told I was not entitled to a refund and then that the case has been ’Re-escalated’. I will gladly forward this discussion as further proof.

I played on this website under the exact Same conditions as Pelaa.com, their sister site, who admitted to their failure and issued a refund. It should be clear that legally I should be entitled to a full refund here as well.

please help.

Dear yael_mak,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify when exactly you opened an account at this casino? Did you use the same personal details as in Pelaa Casino?

Moreover, I checked the General T&Cs and Responsible Gamgling section and I found this:

"29.1.4. In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, the self-exclusion will only apply to the website specified upon confirmation. If you would like to self-exclude on all Genesis Global brands, you can do so by contacting Customer Support via Live Chat."

Did you ask for self-exclusion specifically from Casino Masters or asked for self-exclusion from all Genesis Global brands?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear yael_mak,

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.

Hello!

Thanks for the help. I recently received my refund from the casino and they handled the situation very well. 🙂

Awesome news, yael_mak. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.