The player from Germany has requested a self-exclusion due to a gambling problem. Afterward, she was able to open an account in another casino owned by the same company. We ended up closing the complaint as ‘unresolved’ because the casino stopped responding.
Casiqo Casino - Player believes that she should have been banned from the casino.
Black points: 172
Amount: €1,000
Casiqo Casino
Safety Index:HighSafety Index
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8.4
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Unresolved
Our verdict
Uncertain case, good regulator
UNRESOLVED
Case summary
9 months ago
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3 years ago
Translation
Hello, I am desperate and I need help urgently. Due to my pronounced gambling addiction, I am already banned from a large number of online casinos. This is also the case with some N1 interactive limited casinos. Self-exclusion due to gambling addiction exists, for example, at the associated casinos such as Turbico, Kingbilly, betamo, betchan, Slotwolf, N1 casino, maneki, spinia, Bob casino, euslot, spinurai, crazyfox, premiercasino, all MGA licensed N1 interactive limited. Despite all these bans, explicitly due to gambling addiction, I was able to register in the casiqo casino, which is also part of the casino, via trustly today and make deposits of almost € 1000 within a very short period of time. I had to enter my details after the first deposit, email address, name were checked and approved, although there are already blockings in the partner casinos (of course I have given my correct data). I am completely desperate, have already been blocked at so many casinos and have so far At all casinos where I applied for self-exclusion, the player protection took effect and I could neither register with an associated partner casino and certainly not make a deposit there. Aren't MGA licensed casinos actually obliged to make it impossible for the player to register / deposit in one of his partner casinos in the event of self-exclusion due to gambling addiction? In addition, it is not evident from the pages listed that the player has excluded himself. If you try to log in, you will only receive a message that the password is incorrect, or you have to confirm your email address. I can attest to this with photos. Even though you have applied for self-exclusion, you will not receive a confirmation from the committee. I urgently ask you for help, it is already so difficult to protect yourself as a gambling addict, but at all casinos running under N1 interactive limited it is almost impossible to protect yourself. Please help me to get my money back, or at least some of it, and to finally get a permanent ban on all casinos running under N1. Also on behalf of other people affected.
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3 years ago
Dear LouAnn123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.casiqo.com/en/responsible-gaming:
"SELF-EXCLUSION IN DETAILS
If you choose self-exclusion, that means we will block your access to our casino and will not send you any material regarding promotional offers. Additionally, get in touch with our support team at support@casiqo.com and let us know if you decide to stop your gambling activity or suspend your account for a certain amount of time at Casiqo Casino. Please keep in mind that you will be prohibited from playing at all online casinos which hold the current license.
Moreover, if you choose such an option at our Website, Casiqo Casino will pay the remaining balance following the casino limits. However, suppose you set self-exclusion for a definite time. In that case, Casiqo Casino will pay the remaining balance in accordance with the rules only when the restriction comes to an end."
Could you please forward any relevant communication between you and the casino, or sister casinos to petronela.k@casino.guru? Did you specify in your self-exclusion request for how long you wish your account to be closed and clearly stated the reason why? Was this request filed with the Casiqo Casino specifically?
Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are automatically protected on all the other associated websites.
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Dear LouAnn123,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
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We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.
Additional comments from the player:
"Hello, unfortunately I did not receive the notification and was therefore unable to reply, so I would like to try to reopen again"
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2 years ago
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Hello Petronela, I should also add the MegaSlot Casino, which I closed on October 15th, 2021 due to gambling addiction, and the RaptorCasino, which I myself excluded on October 29th, 2021 due to gambling addiction. In addition, the Praise Casino, from which I excluded myself on December 5th, 2021 due to gambling addiction. I have attached screenshots in the e-mail correspondence, but I can also send them to you again. All under license from N1.
My Casiqo account was created on May 22, 2021 using Trustly registration, after the first deposit I had to verify myself, which was also successful. I applied for self-exclusion on May 23, 2021.
However, as already mentioned, I was already excluded from Slotwolf Casino for an indefinite period on May 6th, 2021 due to gambling addiction, according to the support it should no longer have been possible to register at Casiqo Casino, especially no verification.
Thanks for reopening the case.
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2 years ago
Dear LouAnn123,
Do I understand correctly that your Casiqo account was opened for one day only and you registered via deposit and play function, not by entering all your personal details?
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2 years ago
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Hello Petronela, the account was only open for one day, that's right. I was able to make the first deposit via Trustly without verification, after the first deposit I had to enter all my data.
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2 years ago
Dear LouAnn123,
First of all, we appreciate your feedback and are thankful for sharing information and experience!
Your case has been examined by our management team and here are a few things we have found:
Per our request, it was found that there was no request on PG lock neither on Slothunter nor on Slotwolf until February 22, 2022.
Your account on CasiQo was locked per PG block on May 23, 2021, right after you reached us stating yourself having gambling issues; before there was no such information provided to us.
There we have provided full gambling issues information to make sure you are well-informed on how to prevent more losses and also information that no previous gambling issues request was sent to us, unfortunately.
Still, since you state that some another N1 Interactive license brand was informed about your Gambling Issue, we suggest contacting that specific casino and demanding compensation for your losses due to improper assistance, as if you would have been blocked per proper procedure, the way we did, all white-label N1 ltd brands on your email would have been automatically blocked at once.
From our side, we have already provided all information about Deposit and Withdrawal activity on the account per your Data Request in February. But if you will need some more information - our support team is available 24/7 to provide their best assistance.
Sincerely yours, CasiQo casino management.
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2 years ago
Translation
Thank you for the feedback, I would be happy to send you the information personally.
I would be happy to provide you with the e-mail for self-exclusion from my account at Slotwolf on May 6th, 2021 due to gambling addiction. The Casino Guru already has this proof.
You can also see this date in the email traffic screenshot published above.
Furthermore, I am very happy to provide you with the self-exclusion emails at Pipe Casino on 09/19/2021, MegaSlot on 10/15/2021 and Raptor on 10/29/2021, as well as Praise on 12/05/2021.
Now does this mean that you recommend me to contact Slotwolf Casino and make an inquiry about the losses lost in your casino? Since that was the first self-exclusion due to gambling addiction, am I understanding this correctly? Thanks for the support.
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2 years ago
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Would it be possible for Petronela to invite Slotwolf Casino to do this? that would probably make things easier.
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2 years ago
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I would like to add that I was told by Slothunter that the self-exclusion was set on 12/02/2022, not 22/02/2022, so there seems to be a communication problem between your casinos as well, so I'd like to point this out to them. I can also prove this with a screenshot.
I would also like to add Gioo Casino with self-exclusion on 09/21/2021.
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2 years ago
Thank you very much, LouAnn123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Hi, I would like to mention two more casinos:
- King Billy Casino self-exclusion due to gambling addiction also on 05/06/2021
-Kakadu Casino, self-exclusion due to gambling addiction on 06/03/2021
The evidence has all already been sent to Peter. Perhaps N1 interactive can be invited directly to this so that they become aware of the error and can fix it in the future.
As the Casiqo Casino representative wrote earlier, when applying for self-exclusion due to gambling addiction, all accounts under the N1 interactive should be blocked directly, as you can see from my evidence, this didn't work for me and it would be good to fix it in the future to be able to
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2 years ago
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Here is a timeline for an overview of when the application for self-exclusion due to gambling addiction was received/enforced in the respective casinos:
- 06.05.2021: Slotwolf Casino, King Billy Casino
-05/23/2021: Casiqo Casino, Betamo
-03.06.2021: Kakadu Casino
-19.09.2021: Pipe Casino
-21.09.2021: Gioo Casino
-10/15/2021: MegaSlot
-10/29/2021: Raptor
-05.12.2021: Praise Casino
-02/12/2022: Slot Hunter
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2 years ago
Hi all,
Thank you for your replies.
Dear Casiqo Casino,
Based on the screenshots provided by LouAnn123, we have all reasons to believe that she did self-exclude herself in Slotwolf Casino and King Billy Casino on 06.05.2021. The question is now, why didn't the self-exclusion kick in in the Casiqo Casino?
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2 years ago
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I would like to add that I know that I have deposited money at several of the mentioned casinos, Slothunter, RaptorCasino, Praise, MegaSlot among others.
Also at the following casinos, all of which were excluded on May 23, 2021 due to gambling addiction:
-Betamo
-Bob Casino
-GSlot
Unfortunately, I have no proof of this, so I tried to ask for the payment details (name, IBAN) to be able to look up the transactions made myself, unfortunately I do not receive them.
I do not want to request a refund for the further deposited funds, only for the payments made in Casiqo in the amount of 980€, but I would like the casino or the casino group to be made aware that there are communication problems here somewhere as well as data problems.
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2 years ago
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Can Casiqo Casino please respond? I contacted Slotwolf Casino, where the first self-exclusion was set due to gambling addiction, on May 6th, 2021, they do not feel responsible and forwarded my request, for whatever reason, to Euslot Casino. Euslot doesn't feel responsible either and tells me to contact Casiqo. I have already emailed Casiqo about the case, but at least so far I have rejected the complaint by email and again said I should contact Slotwolf. So now I don't really know who to take my case to. Isn't one of the casinos able to forward my complaint directly to the parent company N1 interactive?
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2 years ago
Dear LouAnn123,
Thank you for the detailed description of that situation!
We appreciate your patience, it took time to complete and additional investigation, based on the information you provided, we've made one, checked, and analyzed all your requests.
As a result of that investigation, we see that there were no Gambling Problems block requests from you until May 23, 2021. Since then, your account is successfully blocked in all N1-operated casinos and no deposits were made on Casiqo after that.
Please be advised that your account was blocked immediately (on May 23, 2021) after your first request and sublicense lock worked correctly. We would also like to inform you that setting the Self Exclusion limit is not the same as reporting addiction and locking the account across the license.
Self Exclusion limit applies to one particular casino only, unless a block due to Gambling Problems is requested.
We can`t imagine how frustrating it may be to be sent from one casino to another! Please, accept our apologies for the inconvenience you faced! There is an option for filing a complaint with ADR provider at the following link - https://thepogg.com/submit-complaint/
You can also request a transcript of your correspondence with other casinos by contacting them and providing these transcripts to Casino Guru for their kind consideration.
Sincerely yours, CasiQo casino management.
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2 years ago
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Hi Peter, I have sent you further proof that both the self-exclusion at Slotwolf Casino and the self-exclusion at King Billy Casino were due to gambling addiction.
Could you look at the evidence?
I would also like to point out to the licensor N1 interactive in particular that there are obviously major problems with the cross-license self-exclusion.
Casiqo Casino already explained that after May 23rd, 2021 all my accounts were self-excluded. In addition, it should not be possible to open new accounts in the casinos under N1 interactive with the same data.
However, the following accounts were only closed after May 23, 2021 (you already have the proof of this):
-03.06.2021 Cockatoo
-02.07.2021 Masonslots
-19.09.2021 pipe
-15.10.2021 MegaSlot
-29.10.2021 Raptors
-05.12.2021 Praise
-12.02.2022 Slot Hunter
-25.02.2022 Spinurai
So it can be seen that there are overall problems with the cross-license self-exclusion, otherwise all accounts should have been blocked directly on May 23, 2021, or it should not have been possible to open new accounts at all.
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2 years ago
Dear Casiqo Casino team,
LouAnn123 obviously asked for a self-exclusion due to a gambling problem. So eventually it seems that your system doesn't work as it should. This leads to the question, will she be refunded?
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2 years ago
Hi LouAnn123,
Sorry for the late reply. Unfortunately, it seems the casino won't be responding anymore. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact The Pogg - casino's alternative dispute resolution service (https://thepogg.com/submit-complaint/) and submit a complaint to them and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how The POGG and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
