The player from Greece had requested the casino to block their IP address due to their gambling addiction but was informed it wasn't possible. Despite having used the same details and card for multiple accounts, the casino had advised them to use responsible gambling tools. The player had provided evidence of their request for self-exclusion. However, we had concluded that the casino's inability to block the player's IP address was not a violation as it wasn't a mandatory requirement. Furthermore, the player's creation of multiple accounts using different email addresses had complicated the issue. We had advised the player to seek professional help for gambling addiction and to contact the licensing authority for further assistance. The complaint was rejected due to these reasons.
Casinoin - Player's criticizing responsible gambling practices.
Amount: ??
Casinoin
Safety Index:HighOther
REJECTED
Case summary
Good evening.
I have sent them an email asking to delete my account, and for them to block me based on the IP address I connect from as I'm dealing with addiction problems.
I can create multiple accounts with different emails from the same device and deposit with the same card.
They deleted my account and told me they cannot block the IP address.
They have set up an entire casino, they have a huge information system, yet, they say they can't block an IP address.
Seeing that I deposit with the same details and the same card.
They tell an addicted player to use responsible gambling tools and set deposit and loss limits, when they can create as many accounts as they like.
All of this is done deliberately on their part and needs to change.
When a player sends an email saying "I want you to block the IP", he has created so many accounts, deposited with the same card, they should do it.
Dear Nastia1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's responsible gambling section and I found this:
Assistance with problem gambling
If you think that you start spending more money than you can afford, or in case gaming starts interfering with your normal daily routines, we strongly advise to consider several measures that can help, such as setting personal limits on your gaming activities, opting for self-exclusion, and seeking help and support from trusted independent bodies.
Could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is kristina.s@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
Furthermore, please be aware that if the casino informed you that they cannot block IP addresses, there is not much we can do. While it would be awesome if casinos could adjust their responsible gambling tools to players' specific requirements, it is not mandatory, therefore we are not in a position to penalize casinos if they clearly stated that they cannot block your IP address.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I sent you to the email.
So I sent them the first email and told them to close my account and block the ip
they replied that they closed the account that they can't block the ip and that we are not allowed to create multiple accounts when they allow it and if there is a problem to use responsible betting.
This has no basis for an addicted player, they allow you to create as many accounts as you want with the same payment details, addresses and cards.
I sent them a second email in which I mentioned that they can see on every account I have created that I use the same card and billing information.
So how do they allow this if there is no purpose?
they never answered.
I can create an account now with the same details while I have updated them..
You should do something about it
When they are told that there is an addiction problem and to block ips and cards why don't they do it?
Thank you for your reply, Nastia1. I reviewed the whole case and I am afraid that we are not able to support you further. Although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.
Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.
I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.
Your latest account (and most likely all other related accounts) was closed per your request, and the creation of other accounts was solely your responsibility. Unfortunately, at this point, there is not much that can be done in regard to the funds you have deposited and lost in the casino.
I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.
Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
