The player from Kuwait had discovered that the CasinoVibes, where he had recently deposited $1,290 CAD, was associated with Arcanebet Casino, where his account had been closed for gambling addiction. He was then requesting a full refund from CasinoVibes, arguing he should not have been able to register. The player had provided evidence indicating an affiliation between the two casinos. Despite this, we had explained that self-exclusion from one platform did not extend to others, especially when the casino was licensed by Curaçao. We had also informed him about the Self-Exclusion Assistance Tool. As the player did not directly inform CasinoVibes about his intention to self-exclude due to a gambling problem, we could not proceed with the complaint and had to reject it.
CasinoVibes - Player seeks refund after registering despite self-exclusion on sister site.
Amount: Can$1,290
CasinoVibes
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello,
I have opened an account with casino vibes and deposited 1290$CAD and gambled, after that I have noticed this casino is the same of arcanebet casino where I have issue with and my account was closed for gambling addiction.
Im requesting my full refund at casinovibes where I should not have able to sign up as both casinos arcanebet & casinovibes are same.
thank you for your understanding and support.
Dear Alprince2001,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Nevertheless, given that a significant portion of your complaints on Casino.Guru pertains to self-exclusion, I assume you are already aware that requesting self-exclusion from a sister casino doesn't extend protection to other platforms, particularly when the casino is licensed by Curaçao.
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.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings CasinoVibes,
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."
Please send another email to support@casinovibes.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
you can see my previous complaint at guru about arcanebet. All other partner casino won’t let you open an account with their other sister casino, why not these ones? Plz I’m here to understand my situation and support me.
both are same license , management and affiliations.
See my complaint about arcanebet.
See attached this to prove my complaint
I have emailed casinovibes and someone named Fred replying to me. In the email box it shows Fred casinovibes and below signature Fred arcanebet.
Hi Alprince2001,
The submitted correspondence contains the same information that I previously communicated to you. As you did not directly inform CasinoVibes about your intention to self-exclude due to a gambling problem, we cannot proceed with this complaint. In previous instances, we emphasized the importance of submitting a request to each casino individually and not relying on self-exclusions from other websites.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
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.
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