Betstro Casino - Player was able to open an account despite being self-excluded.

Olen saanut pelata Betstro-, BetNflix-, Betsamigo-, Yugibet-, Svenplay-, Foggybet-, Nuckleonbet-, Wallacebet-kasinoilla, vaikka minut kiellettiin OneStep-kasinolta 20.09.2022 ja siitä lähtien olen pelannut yllä mainituilla kasinoilla ja tehnyt tuhansia talletuksia. euroa. Onko mahdollista pyytää rahoja takaisin?

Kasinoilla on MGA lisenssi

A player may, upon request, self-exclude from all brands offered by the licensee. Where a licensee operates multiple brands, each with a separate registration, and a player requests a self-exclusion for reasons other than responsible gambling, the licensee may only apply a self-exclusion to the brand for which the request was made. If the request is made for problem gambling, the player must self-exclude from all brands operated by the licensee, regardless of whether the player has an account with that brand. When players request a self-exclusion for problem gambling, the Authority encourages licensees to emphasize to players that they should also exclude all their accounts on the services of all other licensees and that they use available blocking software to block access to gaming sites.

Dear Imjjj,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account at OneStep Casino? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I send them

Thank you for your email. However, the screenshots you provided do not include the original emails you sent to the casinos requesting the closure of your account. Could you please forward those original emails as well? I appreciate your cooperation.

I send it

Could you kindly specify how many deposits you made into Betstro Casino?

When exactly did you register at this casino?

When exactly was your account closed?

My account has been closed since 14.12.2022. I have made many deposits at Betstro, BetNflix, Betsamigo, Yugibet, Svenplay, Foggybet, Nuckleonbet, Wallacebet casinos even though I have been banned from Onestep casino which is their sister casino. According to the rules of the MGA license, all other casinos with the same license should also be closed.

I apologize, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, 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.

Best regards

Veronika

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.