The player from Germany, who had self-excluded at partner casinos, was permitted to deposit €100 at Cleopatra despite his gambling addiction. When he requested a refund, he received no response. We had clarified to the player that self-exclusion from one casino didn't necessarily mean exclusion from all associated websites. The player had not requested self-exclusion from Cleopatra Casino directly, therefore, they were not obliged to refund anything. The player had been advised to contact the casino for exclusion and had been informed that each casino needed to be contacted separately for self-exclusion requests. The complaint was rejected due to these reasons.
Cleopatra Casino - Player's self-exclusion is not respected.
Amount: €100
Cleopatra Casino
Safety Index:Below averageSafety Index
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6.0
Cleopatra Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
I was able to deposit €100 at Cleopatra even though I had previously requested a self-exclusion at their partner/sister casinos Jackpoty and Slotozen, asking to be blocked from all partner/sister casinos. Cleopatra ignored my self-exclusion and my gambling addiction. I sent a refund request but have not received a response yet.
Automatic translation:
Public
Public
9 months ago
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cleopatra Casino.
Unfortunately, there isn’t 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. Could you please advise if you have requested a self-exclusion from Cleopatra Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
Public
Public
9 months ago
Translation
No, I didn't, I only realized later that these belong to Dama NV. I would be very grateful if cleopatra would address me and my gambling addiction here, even if it is not mandatory, take this into account and find a solution here. I would be willing to waive 30% of my claim for clarification. I would agree to an amicable repayment of €70!
Automatic translation:
Public
Public
9 months ago
Dear Lesa,
Unfortunately it does not work like that. If you did not request for the exclusion directly from the casino, they are not obligate to refund anything.
Please be sure to contact them to exclude your account and keep in mind that you have to request it in every single casino separately (depending on license).
Is there anything else we could assist you with?
