Casoo Casino - Player claims that his several requests for self-exclusion have been ignored.

Das Casino hat mich aufgrund meiner Spielsucht zu spät gesperrt. Ich musste gefühlt 100 Emails schreiben und 2 Beschwerden einreichen, bis sich etwas getan hat. Dadurch konnte ich trotz meiner Mitteilung dass ich ein Spielproblem habe, noch weiteres Geld über Monate hinweg verspielen. Responsible Gaming ist ein Fremdwort für diesen Anbieter. 

Dear Semir,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions and this is what I found: https://www.casoo.com/en/static-texts/responsible-game

„Please write to security@casoo.com in order to self exclude."

We will contact the casino and ask for their standpoint, but, before we do, please could you clarify if you have sent email to this specific email address. If yes, for how long did you request to be self-excluded? Thank you very much in advance for your reply.

Best regards,

Petronela

Vielen Dank Petronela. 

Ich habe gerade meine Emails überprüft und festgestellt, dass ich tatsächlich keine Email an security geschickt habe. Ich habe seit Juli 2019 unzählige Emails 3 verschiedene Email Adressen von Casoo geschickt und auf Ihrer Internetseite steht dass ich mein Anliegen an Support@casoo.com schicken soll:

https://www.casoo.com/de/static-texts/responsible-game

Das heißt also, dass das Casino unterschiedliche Informationen zur Verfügung stellt. 

Das ärgert mich so sehr, weil das einfach nicht sein kann, dass ein Glücksspielanbieter so lässig mit dem Thema Spielsucht umgeht und widersprüchliche Informationen auf seiner Seite veröffentlicht. 

Außerdem kann es doch nicht sein, dass ich mich monatelang ärgern muss und mein Konto nicht einfach gesperrt wird. Ich habe von Anfang an eine lebenslängliche Sperrung gebeten. 

Mittlerweile wurde ich gesperrt aber mein Geld habe ich nicht zurückerhalten. 

PS: Dieses Casino gehört defintiv und ohne Zweifel auf die Blacklist. Es kann nicht sein, das mein Thema über Monate hinweg ignoriert wird und ich gefühlt über 100 Emails schicken muss, damit mein Konto deaktiviert wird. Wenn ich an security geschrieben hätte, hätte man mir gesagt ich habe nicht an Support geschickt. Wenn ich an Support schreibe, sagt man mir man hat nicht an security geschickt. Was soll dieser Quatsch? Das ist doch ein Unternehmen und wenn ein Mitarbeiter dieses Unternehmen davon erfährt dass ich krank bist, dann muss er das an seine Kollegen weiterleiten. 

Daher defintiv ein Fall für die Blacklist. 

Thank you very much Semir for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

Hello Semir.

The self-exclusion should be available to all the players and especially a player who has a gambling problem should be self-excluded immediately after informing the casino.

Could you please give me some dates when did you send the first email about self-exclusion to the casino and on which email address, if you have a screenshot of the email send it too.

Please also add the mail where you mentioned your gambling addiction. Our opinion here is that from the moment you told them about the gambling addiction and asked for self-exclude casino should refund you all the deposits. (but it is essential to have proofs)

We want to ask the casino to respond to this complaint and explain why your self-exclusion was so complicated.

Hallo Matej, vielen Dank für Ihre Nachricht. Meine erste E-Mail ging am 08.07.2019 raus. Mein Konto wurde erst im Januar oder Februar 2020 gesperrt. Meine letzte Einzahlung konnte ich noch ca. November 2019 tätigen. Ich habe etliche E-Mails, die ich Ihnen gerne per E-Mail zusenden kann. Hier ein Ausschnitt aus meinen E-Mails: 

"Aw: Re: Close my account due to gambling problems - [YRY-LHHYS-973]

Hi, so you let me play tonight and let me lose another money. I will bring you to a German court if you do not refund me my money. KR XXXXXXXXXX
--
Diese Nachricht wurde von meinem Android Mobiltelefon mit WEB.DE Mail gesendet.

Am 08.07.19, 08:42, Jelena <help@casoo.com> schrieb:

Hi, XXXXXXXXXX,


Unfortunately the support department can’t set any blocks and/or exclusions to user accounts via live chat or ticketing.

In order to limit, exclude or block your account at Casoo it is required for you to send an e-mail to security@casoo.com stating your name, surname, mobile phone number, reason for your account limitations/exclusions/block and the preferred time frame.

If you account is not yet verified we kindly ask you to add an ID document to the e-mail in order to add it to the user file in question.


Jelena


Casoo - Your Intergalactic Casino

Aw: Re: Aw: Please help me with my gambling problem - [BYE-IMVNC-275]

Thanks for your fast reply. May you offer me a refund of my deposits from my message about my gambling problem to email Adress help@casoo.com? I am really in big financial troubles. Thank you for your support. KR XXXXXXXXXXXXX
--
Diese Nachricht wurde von meinem Android Mobiltelefon mit WEB.DE Mail gesendet.

Am 09.09.19, 19:03, Thomas <help@casoo.com> schrieb:

Hi XXXXXXXXXXXX,

Promotions were disabled on your account

Thank you for your message!

Thomas
Sincerely

Casoo - Your Intergalactic Casino

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Dear Thomas,

Let me try once again explain you that I will not close my case since I feel that there is something wrong.

In one of my last emails, you put the support team on CC on your emails. Why could that not happen when I contacted the help@ team?

So your rules say that if one customer tells you that you have a gambling problem, it is forbidden to inform other colleagues from your company? This is the rule you want me to explain?

Sorry, but I want to speak the managing director of your company. This is something which has to be discussed very in detail.

Again, I will escalate this case. Your answers are not satisfying me.

Kind regards
XXXXXXXXXXXXXX
--
Diese Nachricht wurde von meinem Android Mobiltelefon mit WEB.DE Mail gesendet.

 

Am 09.09.19, 19:21, Thomas <help@casoo.com> schrieb:

Hi XXXXXXX

We have the same rules for all of our customers.

If you want to block your account - please follow the rules.
We have Responsible Gaming section.

If you have any other questions don't hesitate to contact our customer support

Thomas
Sincerely

Casoo - Your Intergalactic Casino

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

eGamings [Helpdesk - #70043]: Refund of my deposits to the casino "Casoo Online Casino"

helpdesk@egamings.com 

07.11.2019 um 03:51 Uhr

CC:

helpdesk@egamings.com support@casoo.com 

An:

xxxxxx@web.de

Dear client,

Thank you for writing to us. Your request has been logged and forwarded to the eGamings Support Team.

Your ticket ID: #70043.

Best Regards,

eGamings Support
http://www.egamings.com

--

Please don't change the subject of the e-mail, don't send new requests on top of a pending one and don't erase the correspondence history. Otherwise processing time of your request may increase.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

These are my tickets at the eGamings [Helpdesk center, which were all closed:

#89086 - Aw: Re: Chat from Casoo Online Casino - €2000 + 200 Freispiele bei Anmeldung! - [SND-HWBLT-641] 

#89080 - Aw: LiveAgent: Your chat transcript [SND-HWBLT-641] (Closed)

#84388 - Aw: Re: Please help me with my gambling problem - [BYE-IMVNC-275] (Closed)

#70043 - Refund of my deposits to the casino "Casoo Online Casino" (Closed)

#67084 - data rights request according article 15 GDPR (Closed)

#62771 - Aw: eGamings : Re: Aw: Please help me with my gambling problem - [BYE-IMVNC-275] (Closed)

#60729 - Aw: Re: Aw: Please help me with my gambling problem - [BYE-IMVNC-275] (Closed)

#60658 - Aw: Please help me with my gambling problem (Closed)

#60254 - Please help me with my gambling problem (Closed)

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Guten Abend, passiert hier noch etwas? Vielen Dank!

Hello Semir.

Unfortunately, we didn't get any respond from Casoo Casino yet. We will extend the timer on your complaint one more time for seven days and try to contact them with different way again to investigate what happened in your case and why they didn't close your account immediately after you mention gambling problems.

Please note that this customer creates complaints on all available forums and sites. We have already responded to some of his complaints. He continues to create new ones.
The client does not agree with the casino rules.

In any case, even if the client does not read the rules, support will always help him and explain how and what to do right, so that the client does not make mistakes and his time spent with us is not clouded by misunderstandings of the rules.

As in this case, by contacting our platform mail (support@casoo.com) or our mail (help@casoo.com), the client receives clear instructions and explanations as usual.

The client sends only part of the rules, and does not send them in full:

35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or games on the Website for a minimum period of one day. Once Your Account has been self-excluded You will receive mail from security@casoo.com and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period, You will be entitled to re-commence use of the Services by contacting security@casoo.com.

35.2 In case you are concerned about your gambling practices there are a number of guidelines you may find useful:

35.2.1 try and establish limits for the amounts you want to wager or deposit.

35.2.2 consider how long you wish any wagering session to last before commencing and be sure to keep an eye on the clock.

35.2.3 try not to let gambling interfere with your daily responsibilities.

35.3 Mind that gambling is not advised if you are recovering for any form of dependency or if you are under the influence of alcohol or any other substance including some prescription medication.

35.4 You should always be aware, that gambling is a form of recreation and should not be viewed as an alternative source of income or a way to recoup the debt. Recognizing that you may be developing a gambling problem is the first step to regaining control.

35.5 Please bear in mind, that:

35.5.1 Gambling should be entertaining and not seen as a way of making money

35.5.2 you should avoid chasing losses

35.5.3 Only gamble what you can afford to lose

35.5.4 Keep track of time and the amount you spend gambling

35.6 If You require any information relating to this contact our Support help@casoo.com or view our Responsible Gambling section.

35.7 The Operator is committed to supporting Responsible Gambling initiatives. We suggest to visit www.responsiblegambling.org for further help if you feel that gambling starts to become a problem for you.

Also, we have a separate section - "Responsible Gaming", which also provides clear rules on how to put a block on your account.

https://i.gyazo.com/f19fe31ece2e11c22f88336f86eda63d.png

The rules make it clear that blocks are set by the security department, not support. Support can technically only be set to a weekly limit. For everything else (deposit limit, ISP limit, game limit, block) you should write to security@casoo.com from your registered email.

Also, you can go to support, say you want to put a block, support will immediately set a temporary limit, but ask you to contact the security department because only they can set the limit on the account in full.

Once the department receives an email from you, with your registered mail, your account will be blocked permanently. Which you will not be able to unblock anymore, even if you ask for it.

As we can see, we have never received such emails from a client

Also, the client was sent a message that the block is set for a week, he was informed that the block on full period can be set only by the security department, and he needs to send a message from his registered email.

He's been informed of this several times, pointing out the rules. But the client said he read the rules and didn't agree to send a letter to the security department.

Unfortunately, if the client doesn't agree with the casino rules, there's nothing we can do.

This system works steadily from the very beginning of Casoo's work, and there were no problems because we are not the only casino that asks for a blocking letter from the client's email.

Unfortunately, we don't have 2-Step Verification during login, as soon as we connect this service, support will forward block requests directly to the security department

The evidence will be emailed to the Casino GURU team.

Andrei
Sincerely

Ich schicke dem Casino auch ALLE meine E-MAILS als BEWEIS. 

1. Sie brauchen keine 1000 Seiten zu schreiben um spielsüchtige Spieler zu sperren.
2. Werde ich Casino Guru auch ALLE MEINE E-MAILS zusenden!
3.  Habe ich mit keinem anderen Casino im Internet Probleme mit der Sperrung gehabt. Sie sind das einzige Casino. dass NICHT ANGEMESSEN REAGIERT HAT.
4.  UND JETZT KOMMT DIE ENTSCHEIDENDE GROßE FRAGE: WIESO HABEN SIE MICH JETZT NACH VIELEN MONATEN DENN GESPERRT? ALSO KLAPPT ES DOCH, WENN SIE WOLLEN? 
5. Biete ich schon seit Monaten an, eine FRIEDLICHE LÖSUNG FÜR ALLE ZU FINDEN!!!!! SIE ABER SIND NICHT BEREIT DAZU!

I have now sent about 10 Emails to Casino Guru and to avoid spamming, I'm waiving the remaining 100 emails which I have sent to you

1. How could it be that you discuss with me this issue for almost 1 year rather than simply closing my account???????
2. My complaints at 

https://thepogg.com/complaint/casoo-ignores-gambling-problems-let-gambling-addicted-people-play/

were found for the player (me) - so you do not wondering why??????

3. My complaint at askgamblers

https://www.askgamblers.com/de/casino-complaints/casoo-casino-ignoring-my-gambling-issue-problem

 is marked as "unresolved" - so you still do not wondering if you have done something wrong in my case?

At askgamblers, I am not the only one who has problems like this.

Just improve your services and stop making business with gambling addicted players!!!!!!

I will definitly not close my case until you overthink your statements/procedure/mistakes.

Kind regards 

Imagine that player can block his account only in his profile settings.

But player disagrees to do that and ask Support Department agents to block his account. Support Department explains the player what exactly he has do in order to block his account, but he refuses to follow the rules again. Unfortunately, Support Department can't help the player that ignores the rules.  

Every casino has its own procedure for blocking player's account. We have clearly explained you everything, but you decided to ignore our rules. Our platform blocked your account when they received complaint from our licensee.

Our licensee has rejected your complaint after investigation. We have answered you a lot of times already and we do not seek to respond to all the same complaints that you continue posting on different resources.

I've checked the two complaints what Semir posted.  

Pogg complaint looks abandoned - Casoo Casino stops cooperating.

AskGablers complaint was marked as unresolved just because Semir confirmed that he already submit this complaint to the licensing authority.

If Casoo Casino has an official answer from licensing authority, please post it here if you can. In case that this information is private, please send it to matej@casino.guru

Thanks

Many thanks for your efforts. Let me spend some words on their so called licensee. 

Until today, I have not even received confirmation of my complaint, not to mention a final reply which i have not received either officially or privately. We all know that your licensee is not compareable to other authorities e.g. MGA or UKGC. 

Casoo Casino, you prefer to discuss on all platforms with me for more than a year instead of simply blocking me with one click.

Furthermore, Casoo Casino, you should be that honest to tell CasinoGuru, that you have updated the following page:

https://www.casoo.com/de/static-texts/responsible-game

Right? I have a screenshot of the old version of your homepage with "support@casoo.com" as contact email.  

If you disagree with that fact, I will send Casino Guru the old version of your information which were available on your homepage.

Sorry, this is not the right way acting with gambling addicted people. This is very poor....

Hi

We have made this change at the request of our platform, as you have written a complaint wherever possible.

In spite of it, there was written an email of our main support department email - support@casoo.com.

By writing to which you received the same clear instructions (screenshots were sent to the Casinoguru team).

No matter what email was specified, you received clear instructions on what to do and where to send the email within a week (the account was blocked for a week).

Please note a separate paragraph in the rules:

1.4 The original text of the Terms of Use are in English and any interpretation of them will be based on the original English text. If the Terms of Use or any documents or notices related to them are translated into any other language, the original English version will prevail.

Not all departments are owned by casinos, many casinos use the services of platforms, they provide support, technical and security departments.

As for the license - the complaint was rejected, the client can provide the letter he received from the license, as we do not have an open case on this issue.

Also, the website askgamblers is waiting for a response from the client about his complaint about the license.

Obviously, you do not agree with the rules of the casino, but we can not help you in this matter. All we asked is that you send a letter to the security department. In that case, you'd be given a block of account for any term you specify. Where you decided to continue playing and then demand money back. The security department never received the email about the account blocking.

1. First of all I think it's nice that you have harmonized your information on your website because of my complaint. I think we do not need to discuss that you should not provide different informations to your customers on your website. 

2. You are writing all the time that only security (security@casoo.com) can set up self exclusions. My simple but reasonable question is: Why didn't you put the security team on CC during all the months of discussing with each other via email? Does your company policy or your terms and conditions forbid you to inform the security team? Probably not, because in one of your last messages you did exactly that and set the security team to CC. If its all about informing the security team, then this was an easy thing to do for you and then you would not have all these complaints. But if it's just a matter of justifying the payments you have received after my notification of my gambling problem, I am afraid thats a little poor...

3. Is this whole case just about following instructions or is it about effective player protection? And which instruction did i not follow? That i did not write an e-mail to security? If it says on your website that i should contact help@casoo.com, then I don't see why I should be treated like this. I may have a gambling problem (what is currently being therapied)  but I am not stupid and therefore I didn't play this game. If i had followed the instructions on security, what would have happened? Maybe security would have said that I have to send further email to XY and follow further instructions and so the game would have gone on and on.....

4. I have received a email from the curacao lincense authority with the following content:

 Dear Sir/Madam,
Thank you for contacting Curaçao eGaming.
Curaçao eGaming has no connection with that site and therefore
any references made to Curaçao eGaming as one of the Master License holders

are false and misleading.
As stated in the footer of the site they are licensed by Antillephone N.V., please contact them at complaints@gaminglicences.com

Regards,

Curaçao eGaming

5. You have wrote the following in your last answer "Where you decided to continue playing..." If you really would understand the complexity of issues like mine, you you   wouldn't just say something like that.

5. AskGamblers has reopen my complaint on request on Casoo Casino. Maybe we can learn all from this issue. Maybe i was not friendly in one or the other email. I apologize for that. But in this matter my topic is very justified.

Hi

User has received clear and understandable instructions, how to act and block his account, from both emails: support@casoo.com and help@casoo.com
Attempting to manipulate the rules will not help in this case.

Unfortunately, if the player doesn't agree and comply with the casino rules, there's nothing we can do.

Askgambers complaint is resolved

Regards,

Andrei

I am little bit surprised by Askgamblers, since they officially worte: 

".... AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.....As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly."

I will definitly ask Askgamblers for reopening of my complaint since you used my case to improve your services and update your available information on your website.

I cannot understand the behaviour of casoo casino and there is no point in hiding behind your terms and conditions. The fact is that you do not care about gambling addicted player.

Even if you don't pay me back I have at least managed to improve your services for future.

You should stop doing businesses with gambling addicted people. You don't have to admit that you are acting weakly reg. player protection. This is obviously.

Semit and Andrei.

Last week+ we have been testing Casoo casino self-exclusion process and analysing all the evidence what both sides provided.

In some points it was hard, but I want to present to you what we discovered:

The self-exclusion process of Casoo casino now works according to regulations. When Casino is asking players to write an email to security with additional information, it has a reason. The players are better protected if the casino knows their identity. The chat/support immediately block account when the player asks for it. (it is a temporary block, but explicit instruction how to self-exclude are provided) We believe that if the player wants, he can easily self-exclude himself.  

During the test, we mentioned on chat addiction in several cases, and the account seems to be closed even after seven days period. It was impossible to convince the security team to reopen the account. A surprise was that the security team completely ignored our messages for account reopening. (I think players should get at least some generic answer, that reopens is not possible)

I can't say if it worked almost a year ago when Semir tried to self-exclude. But from lots of evidence what casino provided to us, it is clear that they provided Semir with enough information on how to self-exclude. There was a problem with the German version of the website where was published wrong email address, but support informed Semir what to do, so we can't say he had the incorrect information.  

Casoo Casino should consider placing these instructions (which are now correct) directly to their T&C's. Now, this information is two clicks away. This should be improved. On the other hand, support was very helpful and temporary block the account immediately with clear instructions on how to make a self-exclusion.

Even though Semir informed casino about his addiction, he never followed their instructions. In this point, we believe that Semir has no right for refund.  

I am sorry Semir, I know that for addicted people life is very hard. Please consider that the casino should not self-exclude accounts just based on chat. If they do so, anybody can just use a foreign email address and tell chat operator that he is addicted and ask for lifetime self-exclusion. Identity verification also increases the protection of addicted people. (prevent them to create duplicate accounts etc.)

I hope that explanation is sufficient for both sides.

Danke CasinoGuru, sie haben meinen Fall sehr gründlich bearbeitet. Ich akzeptiere Ihre Entscheidung. 

Im Übrigen geht es mir nicht nur um eine Rückerstattung sondern darum, dass das Casino Spielsucht ernst nimmt. 

Ich hoffe ich konnte einen positiven Beitrag dazu leisten.

Hi

The security department is based on the platform. Unfortunately, they do not receive emails or ignore them if the client is permanently blocked. If the client has any additional questions about the account, they can contact support with a question.

We fully accept your response.

Regards,

Andrei

Hello Semir and Andrei.

I didn't close this complaint sooner before all our testing finished.  

Semir your complaint inspired us to test more casinos with different licenses and writing an article about self-exclusion.  

Andrei, please look on this account xlancer@seznam.cz, somehow this tester was able to reactivate account after he wrote to security and ask for self-exclusion. Please check how it was possible and fix it. All other testers were blocked and self-excluded. (would be nice to get a message about it)

Now I am closing the complaint as "rejected."