Celebrino Casino - Player requests a refund.

Hi i have a gambling problem / gambling addiction. I have told almost all casinos to never let me play and that has helpt alot, but the casino celebrino , that has sister casinos with wisho , winnerz , trickz, has let me play there. I have told before to them to never let me play there but they still let me play at there casinos, i have told celeberino in the chat that i have a gambling addiction and never to let me play before , but they did let me play Anyway. I have evedince that i have told there sister casinos that i have a gambling problem , and they told me that they made a misstake. 

But now i want a refound of my money it was my last money this month, they would not let me take any money out becouse they know i have a gambling problem and if i lose they keep the money so its a win win for them. Please help me to get a refound from them. Thank you!

Dear Mash92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you didn't have a registered account when you requested self-exclusion?

Could you please advise if you informed the casino about your gambling problem after you created an account? Do you currently have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes I have. It's closed and I can't talk to them because they don't answer anymore.

Thank you for your reply, Mash92. Did you receive any confirmation from Celebrino Casino that they will prevent you from creating accounts?

Yes. Here is one of the emails I sent to their sister casino. I think it's a very unserious casino that can't answer my emails when they know they made a mistake and take advantage of me for my gambling addiction.

Please note that this email only confirms that you were self-excluded from that specific casino. Unfortunately, there is not 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.

The vast majority of casinos are not able to block players before they make an account. Unless you received some confirmation from the casino that they could do this for you and prevent you from creating accounts in the future in this or any sister casino, there is nothing we can do and we don't think you are entitled to any refunds.

Since your account has already been closed, we are not able to assist you further. If you disagree with our decision, you can always try contacting the licensing authority as they have more tools and options to help.

Furthermore, we also offer 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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.