The player from Greece, who confessed to being addicted to gambling, lodged a complaint against an online casino. He indicated that he had opened over 10 accounts at the casino, lost a considerable amount of money, and then requested a refund of 500 euros. Despite using similar email addresses to create these accounts, the casino did not take any action. The player claimed that he had requested self-exclusion six months ago, but the casino allowed him to continue making new accounts. However, the player failed to provide sufficient evidence to support his claims. On the other hand, the casino presented evidence that the player had never initially requested self-exclusion due to gambling addiction on his original account, and the casino's expected actions to detect multiple accounts based solely on similar email addresses and credit cards were unjustified since this was not an industry standard due to technical limitations. Consequently, we were unable to validate his complaint and were forced to reject it.
Casinoin - Player with gambling addiction not restricted by the casino.
Amount: €500
Casinoin
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good evening at this casino I have opened more than 10 accounts with the following e-mails va**** kas@hotmail.com , wa**** as0@hotmail.com , basileiosrokas@gmail.com , vv*** r@gmail.com , basilesrokas9@gmail.com , basileio***@gmail.com, br1**@gmail.com. , br1*** 6@gmail.com And much more !
To all the accounts you tell me to close, I tell them that I am addicted to gambling, and then they allow me to open other accounts!
I have lost a lot of money, but I live this small amount of 500 euros as the minimum they can do for the fact that they protect me while I open accounts with identical emails and tolerate the same ip!
Hello vasileior,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinoin. Please allow me to ask you a few more question before we would move forward.
Could you please advise when was the first time you requested a self-exclusion? When did you create your last account and how much did you deposit since the self-exclusion? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
The first time I requested this blocking was 6 months ago, since then I have opened three accounts and in the last account I closed yesterday I have lost about 3000 euros.
right now as we speak I can open yet another account with an identical email. I just tried it.
I expected you to at least have the respect to respond
Hello vasileior,
Can you please provide any evidence that you have requested for self-exclusion in this casino to nikolas.b@casino.guru?
a simple example of the 8th account I opened today! I clearly tell them that I am addicted and they ask me if I want to close my account, when they should have closed it immediately! People are dangerous
Thank you vasileior for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello vasileior,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casinoin to join the conversation and participate in the resolution of this complaint.
Dear Casinoin,
Can you please comment on the player's issue?
Thank you.
Kind regards,
Tomas
Casino.Guru
I just opened a new account with the email b***s*** 1996@gmail.com
really unbelievable
no protection
Dear vasileior,
While we wait for the casino to respond, could you please confirm some information for me? First, did you enter the same personal information (such as first name, surname, and date of birth) when registering all of these accounts? Second, did you use the same payment method to deposit funds into all of these accounts?
Well, let's go to find out! In this particular company, you create your account by entering only an email! No personal information is requested at first! All my accounts are created with the letters v,r or vasilisrokas, basileiosrokas ! That is, almost all the emails are identical!
also, in all the accounts, which are around ten I have deposited with specific cards that expire in 7012 and 4451!
there is no protection from the casino in question and I live this small amount as compensation for the huge financial disaster I have suffered !
To clarify, were only these two debit cards used in all of the mentioned accounts? Also, you mentioned that you made a self-exclusion request 6 months ago. Is there any evidence or confirmation of this request? Self-exclusion requests are typically made through email, so it would be helpful to have some proof. The previous screenshot you provided was taken 5 days ago and is not sufficient.
This block requests were made via live chat and no email no screenshots!
yes, only with these two cards
And it's really a shame to say that the previous screenshot is not enough! I tell them clearly that I'm addicted and they leave my account open for three days before closing it! And after two days they allow me to open another one!
You're supposed to be here to help! I have opened ten accounts, I have deposited with two specific cards and you call me a fool
I mean, the screenshot is not sufficient in order to prove when the first self-exclusion request has taken place. Obviously, I'm here to help you, don't get me wrong. I'm just trying to collect as much information as possible for a smooth investigation. Thank you for understanding.
The fact that I have used the same cards is more than enough
Dear Casinoin,
We kindly request that you respond to this complaint and share your opinion on the matter. While we have already discussed our standpoint internally as a team, we would appreciate your input to confirm our stance.
Thank you.
Could I, as a directly interested party, know your attitude?
Hello,
We sincerely regret to learn about the customer's situation and would like to conduct a more thorough investigation.
As previously mentioned, we have an email for self-exclusion requests and provide Responsible Gambling tools that are accessible to everyone at any time, eliminating the need to contact customer support.
To better comprehend the details of the case and address the customer's concerns, we require additional information to verify their statements. Unfortunately, we do not fully see logins in the thread, therefore we cannot identify the accounts in the back office. Is there a way to obtain information on the account that was self-excluded six months ago?
Moreover, if the customer claims to have created ten accounts, we need access to the login details for each account, as they all have unique identifiers. This information is crucial for a comprehensive investigation.
Thank you.
I send you every day on chat and as soon as I talk to your employees and tell them what I want to talk about, you ignore me
Dear vasileior,
Kindly provide the casino with account information that was self-excluded 6 months ago. I guess we should move from there.
Thank you.
Can you please also specify which of these addresses is the one that was self-excluded 6 months ago?
They have all been banned due to addiction!
Dear vasileior,
Kindly specify the email address - your first account at the casino. We need to investigate from there because that was the first time you asked to be self-excluded due to gambling addiction.
Dear vasileior,
I regret to inform you that, after a thorough investigation of your case, we are unable to accept it as justified for the following reasons. Firstly, the casino has provided evidence confirming that you did not mention a gambling addiction when initially requesting self-exclusion six months ago. Your request at that time was solely to close the account for personal reasons and to address the issue of not receiving a requested bonus. As a result, the casino was unable to identify any additional accounts created since Know Your Customer (KYC) procedures had not taken place. Moreover, it is not possible for the casino to identify accounts based solely on similarities in email addresses or credit cards used for deposits. Due to the nature of transactions being mostly processed through payment gateways and third-party providers, real-time monitoring of all transactions is impossible. Lastly, you have not provided any evidence to support your claims.
In all honesty, we are unable to offer any further assistance and must reject your complaint. If you are dissatisfied with the resolution of your complaint, I recommend seeking guidance from the gambling authority that regulates the casino.
Thank you for your understanding.
Kind regards,
Tomas
Casino.Guru
