AllStarz Casino - Player’s refund request is denied.

I am a gambling addict and fell into gambling too much money on both Friday and Saturday.

I have asked for a refund since I am in Rofus but they said no.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with AllStarz Casino. Please note online casino is licensed under Kahnawake and isn't part of Rofus self-exclusion scheme. To stay protected in online casinos not subject to Rofus, you'll need to request a self-exclusion separately.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please advise when the last time the casino allowed you to deposit?

If your account in AllStarz Casino wasn't closed, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings AllStarz Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@allstarzcasino.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

You have the option to self-exclude in online casinos licensed under Kahnawake, by submitting a self-exclusion form. More information can be found in our article about the regulator: https://casino.guru/licensing-authorities/kahnawake-license

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

My account is blocked.

I have last paid on September 27th

Thanks

Fatou ****

Hi

I am still receiving promotional mail from Allstarzcasino.

Thx

Thanks for your reply.

• Is there an option to unsubscribe from the marketing communication found in the footer of the email you received from the casino?
• Have you contacted casino support and asked for assistance?
• Could you please forward the spam you received from the casino to my email at tomas@casino.guru for review? Make sure the recipient, the sender, and the dates are identifiable.

Hi Thomas

Yes, I have canceled it now. And I send the email.

Yes, I have also written but no response.

Roof

Thanks for your reply and patience in the matter.

After a self-exclusion is requested, there might be some delay in removing you from marketing communications of the casino.

Please note that online casinos with offshore licenses won't be part of your national self-exclusion scheme. If you only informed the casino about your gambling issues after making deposits and playing, you won't be eligible for a refund.

Due to the aforementioned reasons, we won't be able to assist you further, and the complaint will be closed. 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.