Betrix Casino - Player is experiencing account issues with self-exclusion policy.

Hi, I have a question.

I have been able to open an account at betrixcasino, Betsamigo, Slotshammar, Valhallawins, rise of bets, dazzlehand, foggybet, scarawin and played for a lot of money….

These are LCS limited casinos.

I discovered that I had self-excluded myself at one of their sister casinos, Lapilanders, due to gambling problems and now I discovered that I had also done so at Chalkwins Casino and both of these casinos, Lapilanders and Chalkwins, are part of LCS Limited Casinos.

I had no proof that I had closed the casino account at Lapilanders, but I have proof that I had closed the casino account at Chalkwins Casino because I found an email that I sent to them in 2024 where I had sent that they would close the account because I had problems with gambling.

I have raised this with these other casinos where I have been able to play.

And they say that even though I have had my casino accounts closed at their sister casino due to gambling problems, they say that they are not responsible and have done nothing wrong and that everything is my responsibility?

even though I have closed my account in their group??

I know that at other casinos and casino groups where there are several sister casinos, if a casino has been closed due to gambling problems, you cannot open an account at their sister casino!

So is it true that they are not responsible when I have asked them to close a casino account due to gambling problems and that I can then open one at their sister casino and that they have done nothing wrong???!

Thank you for your answer// Samira

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you are facing.

To help us understand your situation better and assist you properly, could you please provide the following information:

• Have you contacted Betrix Casino directly and informed them about your gambling addiction, asking them to self-exclude your account?
• Could you please forward the original account closure request you sent to any of the casinos operated by LCS Limited, along with the casino’s response? You can send this to me at [email protected].
• Have you used the same personal information (such as your name, email address, phone number, and residential address) in all casinos operated by LCS Limited?
• Have you completed the full KYC verification in any of the casinos operated by LCS Limited?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I have now emailed you. No, I hadn't, but I know that it is often the case that if a sister casino is closed due to gambling problems, you should not be able to open an account at any other casino in that group.

I have used exactly the same details and KYC has been completed on all of them!

thanks for all the help.

So how's it going?

Thank you for the emails. Based on the screenshot of your communication with Chalkwins Casino, it appears that you did not reply to their confirmation email regarding your self-exclusion request. As a result, the request may not have been fully implemented.

Could you please confirm whether you proceeded with self-exclusion on any other sister sites operated by L.C.S. Limited?

No, I never did, I didn't even know I had it...

but I mean I have clearly expressed that I have a problem??

Unfortunately, since you did not respond to the follow-up email sent by the casino, your self-exclusion process was not completed properly, and the block on your account was never fully implemented.

In such cases, we are unable to request a refund of your lost deposits, as the casino did not receive a complete and confirmed request for self-exclusion.

Could you please confirm whether you informed Betrix Casino directly about your gambling addiction and explicitly requested to be self-excluded?

No, I didn't inform them, but I still think that what I have said is enough!!

have also reported them to MGA... so we'll see how everything develops...

Thank you for your continued communication and for sharing the necessary information.

We understand that dealing with gambling-related issues can be very difficult, and we appreciate your honesty about the challenges you’ve experienced. However, after thoroughly reviewing your case, we are unfortunately unable to support your complaint.

The casinos operated by L.C.S. Limited are only required to apply a self-exclusion across their network when a formal and fully confirmed self-exclusion request has been completed. In your communication with Chalkwins Casino, you did not reply to the casino's follow-up email, meaning the self-exclusion was never finalized. Without a completed self-exclusion, there is no obligation for sister sites to restrict your access.

Additionally, since you did not inform Betrix directly about your gambling problems or request self-exclusion at the time, they cannot be held responsible for allowing you to open and use an account.

While we truly empathize with your situation, the responsibility for initiating and completing self-exclusion lies with the player. For these reasons, we must close your complaint as rejected.

We wish you strength and support moving forward.

Best regards,

Veronika

Casino.Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.