Arctic Casino - Player’s account is banned due to gambling addiction.

Hi, I have been banned from IBET casino for many years due to gambling addiction, which was clearly evident when I was banned. I opened an account at arctic and played for 5000 euros, without any problems. They also continued to send me advertising.

Arctic is under the same license as IBET and I shouldn't be allowed to enter the site at all. It is not allowed to accept players under the same license who are suspended but still I was able to play for about 5000 euros until I chose to suspend myself after they confirmed that they are a "sister" casino with ibet. But I can see that they are under the same license. They should refund my deposited money because they made a mistake in protecting players by knowing that I had an addiction but still letting me play.

Dear Hejsan92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs of iBet Casino and I found this:

13.4.1. You may choose to completely exclude yourself from playing on our website. To do so you must login and go to the Self Exclusion page or contact to our Support channels. For residents outside Great Britain or Northern Ireland, you stipulate the period for which you wish to be self-excluded and your account will automatically be reactivated thereafter. Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella. Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose.

Unfortunately, there’s no written rule that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically, actually quite the opposite. 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 clarify if you requested self-exclusion from all casinos with this specific license? Please forward me the self-exclusion request you sent to the casino. My email address is [email protected]. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi no I spoke to them in the chat and that's why I have nothing left.. but yes I have been blocked on most of their other casinos, but I was able to get into arctic. That's why I know for sure that I would have been blocked from all of their casinos

Thank you very much for your reply, Hejsan92. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Hejsan92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, as I said, I spoke to them in the chat. Furthermore, I was blocked on IBET. For gambling addiction, I shouldn't even be able to enter their other casinos.

Did you save the self-exclusion request you sent to the IBET Casino? Can you please forward it to me? Did IBET Casino confirm that the self-exclusion was valid in all associated casinos and send you the list of them?

Also, could you please clarify if you currently have access to your Arctic Casino account?

Dear Hejsan92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.