Casinoin - Player's self-exclusion request ignored.

Despite having requested self-exclusion on the 6th of November due to gambling problems and having it confirmed via email, they allowed me to deposit €300 today and are not providing me any assistance in chat. They're merely stating that they have now closed the account, even though I have proof from the 6th of November. I demand a refund immediately.

Hello elmat1,

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

Could you please advise if you did create a new account or reopen the old one? How fast after your request did you deposit? Can you please forward the exclusion request and confirmation to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have send you two emails with all the details

Hi any news?

Hello elmat1,

Thank you for the provided e-mails. However non of them contains your self-exclusion request sent to the casino. Would you be able to forward it please?

I have sent you the email this morning again

Hello elmat1,

It is visible from the e-mail that you have never requested Casinoin for self-exclusion. Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

As you did not request it from Casinoin directly, you are not obligate for any refund.

Is there anything else we could assist you with?

You can see by yourself thought that they gold me my account is closed. Isn’t that a false statement by their side?

Hello elmat1,

Can you please clarify how much did you deposit since November the 6th and provide a proof of it to nikolas.b@casino.guru?

hi merry xmas

i have just sent you an email

ty

Hello elmat1,

Is your account currently closed? If yes, since when exactly?

Hi! Yes it is closed since Dec 7th. All the transaction with date Dec 8th from the bank are from 6 of Dec. i will send you additional screenshots to see the details. Ty.

Thank you elmat1 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you i hope he will a solution soon.

Dear elmat1,

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

Thanks a lot Josef, I'll wait.

Hello,

We regret to learn about the situation the customer has described.

However, we have not yet received an invitation to participate in the complaint resolution process. Nevertheless, we will thoroughly examine the case with the relevant department and provide you with an update shortly.

Kind regards,

Hi any news??

case pending since 6/12. I do not want you to reset the case timer again for another 6 days please. You and the casino have all the emails and screenshots needed.

Dear Casinoin team,

Thank you for your cooperation. Please, is there any update, or should I prolong the timer?

Hello,

Firstly, we kindly request the customer to specify the brand for which she is submitting a complaint. Additionally, we ask her to provide the login details associated with the account in question within that brand, particularly if it was allegedly not closed, as indicated by the player.

Upon our investigation, it has been reiterated to the customer on multiple occasions that Terms and Conditions (T&Cs) vary for each brand. The company is not obligated to initiate a block unless a formal request is made in accordance with the relevant T&C. Due to distinct systems and products existing for each brand, compliance with data protection regulations necessitates the segregation of customers' personal data. Consequently, we are unable to share such data with teams from other brands, as this would not align with the minimisation requirement under data protection rules. As a result, processing requests in the manner suggested by the player is not feasible, and all customer lists are maintained separately for each brand.

It's important to note that the player has not previously submitted a request to responsible@casinoin.io. Nevertheless, her account was promptly blocked upon request in chat at Casinoin.

We are prepared to provide evidence to support this claim if necessary. However, we kindly request the player to provide the login details and specify the brand in question before proceeding.

Kind regards.

I have sent Josef all

the evidence and all the emails that at 6/11/2023 Nico wrote me that my account is closed. It seems that you are not willing to admit the obvious and trying to make an impression with a very large answer without actually responding to the actual question. Is Nico from Casinoin (screenshot attached) an employee of yours? You must take responibility for your employees mistakes if so. Or else the impression you give to a public post here in CasinoGuru is that you exploit people with gambling problems by fooling them that their account is closed. I am waiting for an answer if Nico is your employee and if you are willing to accept his user error by refunding my money. Thank you.

Hello,

We would be grateful if you could furnish clear details regarding the login (email/phone number) and brand associated with the provided screenshot.

Thank you.

Hello,

Thank you for sharing the provided information. We will carefully review it and promptly respond to CasinoGuru.

Best regards,

Hello,

We've responded to jozef.k@casino.guru and are awaiting feedback.

Kind regards,

Hi Jozef, any news?

Hi, any news?

Hi any news???

Dear elmat1,

Thank you very much for your patience. I am still in communication with the casino team. In the meantime, could you confirm if the original account closure request was related to Betmasters?

Good morning, I had made a separate request to betmasters and they had already closed my account there. When I initially spoke to casinoin, they told me that they have no connection with betmasters and that they also closed my casinoin account after I requested it, which ultimately never happened.

Dear elmat1,

Just one final question to confirm all the information before I share the evaluation results. Can you confirm if 300EUR is the total deposit in this particular account?

Also, is it accurate that during the registration you used an email for your first account and a phone number for this last one?

Good evening, €300 were the deposits after the date I requested the exclusion, which did not happen. Yes, first I had entered my email and then I logged in with my mobile phone without being asked to register again.

Dear elmat1,

I am very sorry for the situation, but after reviewing the information from both parties, I do not believe you are eligible for a refund. When your initial account was closed due to gambling issues, you should not have been able to open another account. However, by using your email for the first account and your phone number for the second account, the casino was unable to identify you. Additionally, when you reached out to them via email, they were unaware of your second account linked to your phone number. This led to the confirmation you received, as they assumed you were referring to your previous account, which I understand. Unfortunately, I have no choice but to close this case as rejected.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru