Blingi Casino - Player’s account self-exclusion is ignored.

I am filing a complaint against the casino due to a severe breach of responsible gambling obligations, which led to a financial loss of 1,600 EUR.

Chronology of events:

On February 4, 2023, I submitted a request for a permanent self-exclusion from Wildz and all its sister sites due to a diagnosed gambling addiction.

Despite this permanent ban, the casino allowed me to create a new account, log in using direct bank authentication, and deposit 1,600 EUR, which I lost.

When I contacted support, the representative ("Jasmin") admitted that the site is a sister casino to Wildz but claimed that because of an "operator change," their system identified me as a "new customer" and did not recognize my previous exclusion.

Why this is a breach: The operator acknowledges that the site is part of the same sister casino network as my excluded accounts. Claiming that a "system change" or "operator transition" allows them to ignore a permanent self-exclusion for a known gambling addict is a failure to uphold responsible gambling standards and MGA licensing requirements. They had a duty to ensure that my self-exclusion data was migrated or at least recognized when operating the same brand.

Desired resolution: I request a refund of my 1,600 EUR deposits because the operator knowingly failed to enforce a mandatory self-exclusion, allowing a vulnerable player to deposit and lose funds.

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Dear lasih,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

9.7 - We offer you the opportunity to apply self-exclusions ("Time Out") to your Blingi Account for definite and indefinite periods. As soon as your self-exclusion request is processed, you will no longer be able to play on Blingi, and you will not be able to access Your Account until your requested period of limitation has elapsed.

Should you need to take a definite Time Out from gambling, please contact Customer Support via Live-Chat. At the end of your Time Out period, Your Member Account will automatically be reactivated. Your Member Account may be opened at any time at Your request. However, before an Account is reactivated from a Time Out, a twenty-four (24) hour "cooling-off" period shall apply before you may resume play. This "cooling-off" period may be increased, if appropriate to do so, at our sole discretion.

An indefinite self-exclusion is activated by contacting Customer Support via Live-Chat and may only be removed subject to a "cooling-off" period of seven (7) days. We reserve the right to refuse to remove an indefinite self-exclusion. In case of an indefinite self-exclusion we shall take all necessary steps to remit any remaining funds on Your Account to you.

During a self-exclusion period, you may withdraw funds from Your Account by contacting support at support@blingi.com.

9.8 - Following a time-out or a self-exclusion request, we will use our best endeavours not to send you any further marketing materials and, in any event, will ensure that we will not send you any further marketing materials after 24 hours of Account closure.

9.9 - Once Your Member Account is reopened in the manner set out in this chapter, You shall be responsible for any losses that ensue thereafter as a result of your continued use of Your Member Account and shall not, in any case, be refunded by Blingi

9.10 - Please comprehend that it is important for us to be made aware as to the motive for your exclusion, primarily if this is related to problem gambling matters. Kindly inform us as to this reason upon making your closure request. Indefinitely self-excluded Member Accounts may not be reopened or reactivated in cases of gambling addiction under any circumstances.

9.11 - Any Account limits, time outs and self-exclusion requests would be valid for the licensed brand you are currently a member of (for example blingi.com) only and does not include other sites operated by us.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Blingi Casino?

I look forward to your reply.

Best regards,

Attila