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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear Attila

Thank you for your review of terms and conditions.

I am aware that the casino refers to their own Terms and Conditions (9.11) to limit the scope of self-exclusion. However, the MGA's directives regarding Player Protection and Responsible Gaming supersede the operator's internal terms. When an operator accepts a self-exclusion request based on gambling addiction, they are bound by the MGA's licensing requirements to take all necessary steps to prevent the player from gambling across their network, regardless of internal 'brand-specific' clauses. By claiming that they do not have access to my previous history, the operator admits that they failed their due diligence obligations as an MGA-licensed entity.

Regarding your question: I did not request a self-exclusion specifically for Blingi, because at the time of my 2023 request, this site was operating under the Wildz brand, and my exclusion request explicitly covered "Wildz and all its sister casinos."

Please consider the following points for the investigation:

1 Scope of the 2023 Request: My initial request on February 4, 2023, was addressed to Wildz and explicitly stated: "I hope this ban also applies to any of your 'sister casinos' and possible future casinos." The operator accepted this request.

2 Failure of Duty of Care (9.10): Term 9.10 states: "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." I clearly stated in 2023 that my motive was "gambling addiction." By acknowledging this, the operator took on a heightened duty of care. Ignoring this when transitioning the brand to a new legal entity is a failure of that duty.

3 Contradiction of Terms: While term 9.11 claims that self-exclusion is valid for the licensed brand only, this clause contradicts the fundamental principle of responsible gambling, which the MGA mandates. An operator cannot use a legal entity change to circumvent a previously acknowledged gambling addiction case.

The operator admits they transitioned the brand and "reset" the system. They knowingly left a known gambling addict unprotected. I request that CasinoGuru challenges the operator on why they failed to implement the requested cross-brand exclusion despite being notified of a severe gambling addiction in 2023.

I look forward to your further assessment of this case.

Best regards,

[Redacted]

Also to be mentioned this thing has already happened once before on their other casino "Spinz" what at the time i didnt know is also one of their casinos and somrhow was able to log in there aswell like i did now to their other sister casino Blingi even due the permament exclusion to all their brand casinos. some time ago and in that situation my account was closed without me asking to prevent more damage and deposit was refunded without me escalating the thing or contacting them as good operator should do.

Why didnt it happen now.

at this point i think its very valid and reasonable to please to the MGA:s terms and conditions mentioned in my reply above this.

Best Regards

[Redacted]

Dear Attila,

The operator has officially rejected my refund request on an email conversation at the same time while you are investigating this, claiming that because they are a 'different legal entity' (Granturo Malta Ltd), they are not bound by the previous operator’s self-exclusion records. I strongly reject this defense based on the following points:

1 Scope of MGA Player Protection: MGA licensing requirements mandate that an operator must ensure that vulnerable players are not permitted to deposit. Corporate restructuring does not supersede the MGA’s Player Protection Directive. By acquiring the Wildz brand, the operator inherits the brand's operational history and the risks associated with its player base. The operator's 'Duty of Care' is continuous and brand-specific, not limited to the corporate license holder.

2 Failure of Due Diligence: The operator admits that the site is part of the same sister casino network as my excluded accounts. Claiming they have 'no access' to previous records is an admission that they failed to conduct the mandatory Due Diligence required when acquiring an established brand. If they were unable to migrate self-exclusion lists, they were obligated to implement alternative safeguards to identify high-risk players, which they failed to do.

3 Contradiction of Responsible Gambling Principles: The operator is attempting to circumvent mandatory safety obligations through a technicality of a 'new legal entity' (Granturo Malta Ltd). This is a direct violation of the MGA Gaming Compliance and Enforcement Directive. An MGA-licensed operator cannot operate a brand and simultaneously claim they are exempt from the safety measures tied to that brand's history of problem gambling.

The operator knowingly ignored my previously documented gambling addiction, which I had clearly stated in my 2023 self-exclusion request. I request that you challenge the operator on why they failed to implement the requested cross-brand exclusion despite being notified of a severe gambling addiction, and why they consider their internal 'new legal entity' policy to override MGA’s Player Protection directives.

I have attached the operator's formal rejection for your review. I look forward to your mediation."

Best Regards

[Redacted]

Thank you for your response. I would appreciate it if you could forward your original self-exclusion request directly to my email. You can reach me at attila.g@casino.guru. Additionally, could you please confirm the exact date when you regained access to your account? I would also like to know when your last deposit was made. If possible, please forward the receipts of your deposits as well. Thank you in advance for your reply.

Dear Attila,

I have sent you an email with the details you have asked for attached with the files you asked for.

Best Regards,

[Redacted]

Dear lasih,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello lasih, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Blingi Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lasih & CasinoGuru team,

As mentioned in the previous correspondence with lasih on June 4, 2026, please note that as of the month of November 2025, The Casino began operating under a new license issued by the Malta Gaming Authority (License No. MGA/B2C/1079/2025).

This license is held and operated by Granturo Malta Ltd (Company Registration No. C 107733), which is a separate legal entity from the previous license holder. As a result of this transition, we do not have access to, nor do we retain, any records relating to blocked accounts registered under the previous license.

We therefore recommended the player to contact the previous license holder Rootz Ltd's Customer Support department directly at support@rootz.com for information relating to the account/s in question.

After being contacted by lasih via our live chat on June 4, 2026, we checked our records, and could not find any information in our system indicating that they held an account with us prior to their registration on the same day June 4, 2026.

Since we had no record of lasih's previous history, our system recognized them as a new customer. Once lasih mentioned their struggle with gambling problem during the afore mentioned live chat, we have taken the necessary steps to close their account on our end and referred them to the help lines as per our protocol.

Best regards,

Wildz Casino

Thank you for the further explanation, dear Blingi Casino.

Dear lasih, before I proceed, I would like to ask if you did also use the self-exclusion option provided directly by the MGA Licensing Authority (https://www.mga.org.mt/player-hub/self-barring/), or self-excluded only in Wildz Casino? Thank you.

Dear Matej,

To answer your question directly: Yes, in 2023, I filled out the official MGA self-barring form to implement a wide-reaching regulatory ban. Furthermore, I utilized Finnish player protection and assistance tools to broadcast an explicit notification of my severe gambling addiction to operators across multiple licenses, requesting total exclusion from gambling services.

In addition to these regulatory steps, I have already provided definitive, concrete proof within this complaint file showing that my accounts at Wildz and all of its sister casinos were permanently closed at that time, and the operator formally confirmed and verified this closure to me, as clearly seen in my previously uploaded evidence.

Looking at the operator's response, they have just openly admitted to a severe violation of MGA licensing conditions and player protection laws. Their defense is entirely legally groundless for the following reasons:

A Direct Admission of Non-Compliance: The casino's official statement that they "do not have access to, nor do we retain, any records relating to blocked accounts registered under the previous license" is a confession of gross negligence. Under the MGA Player Protection Directive (Directive 2 of 2018), a corporate transition or a change in the license holder (from Rootz Ltd to Granturo Malta Ltd) does not legally permit an operator to simply wipe out a permanent self-exclusion database tied to an established brand like Wildz. They cannot buy and profit from a brand's established name while choosing to delete its mandatory legal and safety liabilities.

Breach of Confirmed Brand Exclusions: As proven by the uploaded files "Account closure on all casinos 4.2.2023.pdf" and "Later confirmation that all my accounts on all sister vasinos have been closed.pdf", the Wildz brand network had previously permanently closed all my accounts, explicitly acknowledged my gambling addiction, and formally confirmed their strict 'Duty of Care' to prevent me from playing.

Total KYC and Identification Failure: When registering at Blingi, I used BankID (strong authentication), which instantly provided Granturo Malta Ltd with my unique national identification number. On top of that, the email address I used was the exact same address that was permanently blacklisted across their entire casino network after the 2024 Spinz incident. Their systems completely failed to cross-reference either of these absolute identity metrics.

By ignoring MGA self-barring protocols, brand-level permanent exclusions (which I have fully documented and proven here), and strong identity data, Granturo Malta Ltd has demonstrated that their platform is fundamentally unsafe. I request Casino Guru to reject their corporate loophole excuse and hold them fully accountable for accepting 1,600 EUR from a heavily documented, self-excluded problem gambler.

Best regards,

lasih

Thank you for the response, dear lasih. I forgot to ask whether all the credentials you have used for re-registration were the same as with your original account. Thank you.

Thank you very much for the confirmation, dear lasih, much appreciated.

Dear Blingi Casino, there seems to be a few issues with the above statements, that I will try to address here:

• Operator change

From my experience, the palyer database is not connected to the operator, but rather to the casino. It makes sense, as the player database contains everything - accounts of active users, as well as inactive and banned users. If the database was tied to an operator, then you would lose all the playerbase and blacklists when taking over, leaving the caisno with no players and no knowledge about fraudsters banned for various reasons, as well as self-excluded gambling addicts. In such case anyone previously banned for i.e. bonus abuse or money laundering, could re-register and start defrauding again, with the new operator not being aware until the problem is flagged by the security team after the damage is done.

• MGA License and Self-Exclusion database

The player has confirmed being self-excluded via MGA licensing authority's initiative. Any MGA-licensed casino has access to this database and needs to check every new player against this list, to ensure self-excluded individuals are not allowed to gamble. Whether this is done manually or automatically I cannot confirm, but it seems there has been an error as excluded individual was allwoed to register and play.

• Player's credentials

The player has confirmed re-registering with the same main personal details. This should have been not possible or instantly flagged for manual review by an admin, since the player has previously self-excluded in sister casino and all MGA license holders are required to share the ban to all associated casinos automatically.

With the above in mind, I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals made during the time when account was active, as well as any other statements or evidence that may support your position. Nothing will be forwarded or shared, and will be used solely for internal investigation purposes.

Also, if you could confirm that the player's account now has been blocked permanently, marked as "gambling addict", with no option for reopening, as well as cessation of all marketing communication and blacklisting his credentials across all sister casinos, that would be much appreciated. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lasih,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the casino's appointed ADR called MADRE Arbitration Services, free of charge, on https://www.madre-online.eu/file-a-claim/. The following ADR procedure specific rules shall apply in this case. If nothing happens, you can alternatively send a complaint directly to Malta Gaming Authority at https://www.mga.org.mt/player-hub/lodge-a-complaint/. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej