Casinoin - Player claims mishandling of self-exclusion request.

Dear CasinoGuru,

In continuation of my other claim to CasinoIn , as I mentioned on my previous post , I revert with a more severe claim, since the Casino refused work towards a peaceful resolution of my issue.

You can find the aformentioned claimed on this link:

https://kazinoguru-gr.com/casinoin-o-paictes-pisteuei-oti-e-analepsh-toy-cathysterese-4

As I mentioned on my previous topic , I was self-excluded from the Casino indefinitely and they opened my account not even 5 minutes after I made a reactivation request. By doing so they violated our agreement terms and conditions. Specficially , on responsible gaming sector of terms and conditions it states that:

5. If a player wishes to reduce or remove a limit or remove an exclusion, these shall become effective only after the lapse of not less than twenty-four (24) hours from notification to Company’s customer support service. If a player wishes to remove an indefinite exclusion, such change shall only take place 7 days after that player’s request has been received by the Company’s customer support.

https://casinoin-gr.com/responsible

Furthermore , since the Casino operates in EU jurisdiction, they have to Comply with GDPR laws, when their consumers are EU citizens.

According to EU jurisdiction laws and specifically the GDPR Art.21 and Art.6

In the context of the use of information society services, and notwithstanding Directive 2002/58/EC, the data subject may exercise his or her right to object by automated means using technical specifications.

and

1Where personal data are processed for the purposes of direct marketing, the data subject should have the right to object to such processing, including profiling to the extent that it is related to such direct marketing, whether with regard to initial or further processing, at any time and free of charge. 2That right should be explicitly brought to the attention of the data subject and presented clearly and separately from any other information.

As I mentioned on my previous Claim , I notified the Casino SEVERAL times that I objected to receiving their promotions , which they unlawfully did in the first place since I was self excluded to their services.

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When the Casino sent me all these promotions , I was trying to take a break from gambling and because of their actions , I gambled to their Site and many others , to which I consider the Casino responsible for:

1. Negligence:The casino was negligent in its handling of the self-exclusion program as specified on the Casinos terms and conditions.
2. Violation of Responsible Gambling Practices: As mentioned in EU and Greek Law , as well as for Companies/Casinos operating in EU. The same practises that everyone involved in this industry approves and follows, including CasinoGuru.
3. Consumer Protection Violation: As aforementioned through GDPR laws for any company operating in EU.
4. Financial Loses: All Financial losses I sustained from gambling on my Break Period due to their promotions.
5. Emotional Distress: Due to Casino's Actions and their promotions , since I relapsed into gambling while on a Break period and having to chase 2 claims because of it.

Considering the aforementioned reasons and based on the extent of the damages incurred, I hereby make a claim for the sum of €10,000.

I would like to emphasize that this will be my final communication on this matter before I proceed with taking appropriate actions.

Sincerely yours,

George

Dear polmenakos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Please be aware that in your previous complaint that has been closed just two weeks ago, you never mentioned gambling problem.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

As I stated on my previous claim , I wanted to resolve everything peacefully, but I implied SEVERAL times, that if my claim was not approved , I would revert with a more severe one.

For example please find my quotations on this issue such as

"1.)The casino term SPECIFICALLY claims that THE BONUSES can be used only from 1 IP/DEVICE etc etc. Since the Casino brings raw terms when it is obvious that there are 2 people and not 1(I will expand on this issue further on my e-mail) , I bring back their terms raw."

"Finally , as you can see mr Branislav , since day 1 I am acting in good faith. I don't take advantage of terms to use them to my advantage. If I want to force things in my advantage , I can use Laws (remind that to the Casino since they are afraid to participate openly on this case) in my advantage in bad faith as well and if I do so , the amount claimed will not be 1.000 , it will be much more. If this case close without the casino paying what they OWE me fair and square , I will open a new one for other reasons , with different claims , asking other things."

"So , dear CasinoIn, before you answer about the claim for the 1.000 euros , please answer to us , have you something to say about your promotions being sent to e-mails and accounts that were blocked and the user asked you multiple times to stop? Do you want to read the GDPR Laws for entities operating in the EU? Or do you want to read the Curacao Laws about this matter before you answer?"

I acted in good faith and unlike my counterparts , I wanted to resolve this matter fast claiming the bare minimum , which is my earnings from a raw cash deposit. I did so while the other party was liable even for me being there playing on their website in the first place. But since my counterparts want to play this case "by the book", I have no problem at all, which is the reason I am reverting. I want my counterparts to know tha this time I will be conpensated certainly and if not by my claim being approved, it will be in other ways.

I want to apologize for this post , which is irrelevant for this case , but please keep in mind that when I had an active claim , I didn't want to exagerrate things , but still I implied what was about to come several times.

I even proposed to them to contact their legal team, if they have one.

Sincerely yours,

George

Back on Topic,

Unfortunatelly , I have no proof that when I asked for my account to be closed my request was a permanent request , because either one of these followings reasons, which I will be honest can remember, since my request was done around last September if I remember correct.

1. Since my account was registered through phone I was not receiving their Chat Transcripts.
2. Maybe I have deleted the chat Transcript.

I state with 100% certainty though, that I requested my account to be closed permanently on their live support, something the casino can clarify very easily , if they allow me access to my "original" account , since live chat stays there forever, something I am sure the Casino will deny , since it is not in their interest to do so.

Still I can prove to you dear Petronela and please search for the e-mail I forwarded to you, is that the Casino still breached its terms and conditions since according to their TnC

5. If a player wishes to reduce or remove a limit or remove an exclusion, these shall become effective only after the lapse of not less than twenty-four (24) hours from notification to Company’s customer support service. If a player wishes to remove an indefinite exclusion, such change shall only take place 7 days after that player’s request has been received by the Company’s customer support.

They opened my account immediately and they did not wait for 24 hours (let alone 1 week , since I insist that my request was for a permanent self-exclusion).

Also please see on my forwarded e-mail that I STATED THAT I WANTED TO TAKE A BREAK and the only reason I gave for reopening was "I want to gamble", while they did nothing to follow Best Practises or procedures for such cases.

I hope the Casino , finally complies with best practises and gives us access to the account linked to my phone number , but even if they don't , they are still liable and they still breached their terms and conditions as well as European , Greek and Curacao's laws.

Sincerely yours,

George

I have received the live chat transcript from April 2023. However, it does not provide conclusive evidence of the reason behind the initial blockage of your account. Sadly, we can only assist players who can provide supporting evidence that they requested self-exclusion and that their requests were ignored. The forwarded transcript only confirms that your account was previously blocked and that you requested its reopening.

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. Crucially, by sending an email, you possess evidence that you have followed all the necessary steps to be effectively excluded from gambling as per the requirements.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Casinoin,

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

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."

I strongly recommend using this template for any future self-exclusion requests.

Dear Petronela,

As I stated on my previous posts , my account was created through phone and unfortunately (for me) these accounts don't get the Chat Transcript on e-mail. Also if you read the casino's terms and conditions , the self-exclusion can be requested through chat , not e-mail.

That being said I am delighted to provide you the information needed about my account self - exclusion.

The account kindly provided me the reason I gave for my self - exclusion. As per their quotation the reason stated for my self-exclusion was.

"Please be advised that the closure request explicitly stated, "I would like to close my account, I am losing on slots. Can't get a decent bonus buy anywhere, I want to stop gambling whatsoever.'"

Please find attached print screens of my today's chat history with the Casino, with them confirming everything I stated on this topic.

The Casino states that I never set limits on my account , what the Casino does not mention , is that they did not have (I think they still don't have) a service for setting limits back then. Besides that , I STRONGLY INSIST that self excluding yourself is the ultimate tool to set a limit and the phrase "I want to stop gambling whatsoever." implies perpetuity.

Finally if the Casino wants to insist that I never implied perpetuity , still they did not follow their Terms and conditions , since the minimum time they set for account reopening is 24h and I mentioned to them financial losses and that I want to quit gambling .

Sincerely yours,

George

I think you'll see my point that not everyone who loses on slots and wants to quit gambling is necessarily dealing with a gambling problem. By just closing and opening an account without specifically stating a gambling addiction, the casino can't be held accountable for your decision.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Dear Petronela,

Your point and generally speaking the stance you held until now on both claims I had with this Casino are heavily biased towards the Casino. I am not accusing the Casino only for reopening my account (I would like to remind you that EVEN if I was self excluded non permanently , they still didn't follow their terms and conditions).

I am accusing the Casino for SENDING PROMOTIONS on my e-mail WHILE I WAS SELF EXCLUDED and WHILE I TOLD THEM MULTIPLE TIMES ON THEIR LIVE SUPPORT THAT I DIDN'T WANT TO RECEIVE ANY MORE PROMOTIONS. The casino had a very specific sentence from me "I want to stop gambling whatsoever.".

And they did what with that information?They bombarded me with promotions , then they opened my wrong account (for which I informed them it was because of a mistake, because of a valnurebility in their system, THE MOMENT IT WAS CREATED) 5 mins after they received my request , WHILE THEIR TERMS AND CONDITIONS SAY 24 HOURS MINIMUM NO MATTER WHAT, then I do around 4-5 deposits on their site and the time I win they refuse to pay me , because I logged once from my parents' home , while both me and my father Passed KYC , with different locations on our home adresses and while I logged all the other times from a different HWID and a different IP.

CasinoGuru on both my requests on both of these issues find me to be solely responsible and as a middleman don't even suggests that at least the 400-500 Euros I deposited , AFTER THE CASINO BROKE THEIR TERMS AND CONDITIONS OF ACCOUNT REOPENING REQUESTS TAKES AT LEAST 24H. Am I responsible for that as well , or does that Casino has a liability to that as well?

Thank you for your services , but having 3 active claims , I strongly believe that CasinoGuru is HEAVILY LEANING towards the Casinos (at least the ones you give good rates to), something that can be proven from my SG Casino claim , that the Casino recognized it was on the wrong , while you (the middleman) took the Casino's side.

Finally , I would like to inform the Casino (I know they follow this complaint), that this claim will cost them multiple times , what they refused to pay me. They can hide all they want behind loose Curacao laws , but their partners (Streamers with promotion links, Providers, Players) have to comply with EU laws and there will be my target.

You will hear from me very soon.

Dear Petronela , "thank you" for handling this claim , you can close it.

Sincerely yours,

George

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.