The player from Germany filed a complaint after his €1,000 winnings were canceled due to a previous self-exclusion at another casino in the same group. He stated that there had been no prior warning about the casino's affiliation and that he had been allowed to play at multiple casinos in the group without restrictions. He requested either a full refund of his deposits or his winnings. The issue was resolved with the Complaints Team concluding that the casino had acted according to standard practices and regulations regarding responsible gambling, which led to the rejection of the complaint as unjustified. The player was advised to submit separate complaints for any unresolved issues with other casinos in the group.
Casino Orca - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €1,000
Casino Orca
Safety Index:HighCase summary
Discussion
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4 months ago
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Dear Team,
I would like to file a complaint against the above-mentioned online casino.
I made a €1,000 winning from a €50 deposit there and requested a withdrawal. However, the withdrawal was canceled on the grounds that I had previously self-excluded at another casino in the same group due to gambling addiction.
This information was only communicated to me after attempting to withdraw. Beforehand, there was no indication or warning that I was banned or that the casino belonged to the same group of companies as the one where I had previously been banned.
After the cancellation, I was only refunded my original deposit of €50 – but not my winnings, even though I was able to play normally before.
After receiving the rejection, I looked into the company's structure more closely and discovered that after my initial ban, I was able to register, log in, and play at at least five other casinos in this group – without any restrictions or warnings. In doing so, I lost at least the amount I was actually trying to withdraw (€1,000).
In this case, I was only informed upon withdrawal of my winnings that I was supposedly banned from the entire casino group. If I hadn't won, I would never have been notified, and I would have simply lost my stakes – believing it to be a completely independent casino.
In my opinion, it's incomprehensible and unfair that affiliation with a corporate group only becomes relevant when a prize is paid out. If I had lost, no mention of it would have been made.
I therefore request a full refund of all deposits I have made at the other casinos in this group since my initial ban, or alternatively, a payout of my legitimate winnings of €1,000.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would like to ask you a few questions:
- When exactly did you request self-exclusion from Casinostars?
- Did you use the same email address to open an account at Casino Orca as the one you used at Casinostars?
- Did you use the same personal details (name, address, date of birth, phone number)?
- Could you please specify any other sister sites of Casino Orca where you opened an account after your initial self-exclusion from Casinostars?
- Have any of your accounts been successfully verified?
Lastly, please forward the account closure or self-exclusion request you sent to Casinostars, along with the casino's response, to [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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4 months ago
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Dear Casino Guru Team,
Thank you very much for your feedback and willingness to help me with my request.
I was blocked on a subsidiary site (which belongs to the same provider) on July 28, 2025. However, I had already registered on Wolfy much earlier.
I had the casino blocked myself – using the same contact details and the same email address that I used on the currently affected site.Unfortunately, I can no longer recall the exact date of my original self-exclusion at Wolfi Casino. Live chat wasn't willing to provide me with any information, so I would have to contact support directly via email to receive the exact confirmation.
Additionally, I would like to note that I have also registered at the following casinos of the same provider:
WCasino
Depositwin
MerlinCasino
In all these cases, I always used the same personal information. I believe the original ban at Wolfi Casino should have been system-wide—especially since these are apparently two brands under the same operator. Re-registering and using the other platforms was never intended to circumvent the ban, but rather based on the assumption that my ban would be honored accordingly.
I hope this information is helpful. I'm happy to answer any further questions or provide additional documentation if necessary.
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4 months ago
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I should also add that I have tried to contact the casinos several times, but the live chat always refers me to support via email.
I get no answer and am ignored.
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4 months ago
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I still have not received any feedback from the casino regarding the incident
I feel unfairly treated.
If the casino claims that it will not pay out my winnings because of the gambling ban, why can I accidentally register at other casinos in their group?
Ultimately, they didn't inform me about my deposits and losses and let me deposit several times in a row.
It was only when I wanted to withdraw my winnings of €1,000 that I was told about my ban at a subsidiary casino and therefore I did not receive my payout.
I sincerely ask you to take up the case
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4 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
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Unfortunately, I haven't received any response yet. When can I expect one?
Best regards
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4 months ago
Dear vincentramm17,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward. If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
To proceed with this matter, could you please provide the confirmation email from Casinostars that you should have received when the self-exclusion was applied to your account? Kindly forward the original message to my email address at [email protected].
Thank you for your cooperation.
Best regards,
Kubo
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4 months ago
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Hello, I haven't received any confirmation email from Casinostars.
I wrote to the live chat and they confirmed my blocking at that time, an email did not follow
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4 months ago
Dear vincentramm17,
Thank you for your clarification.
In accordance with our standard procedure, I’d like to invite a representative from Casino Orca to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Casino Orca,
Could you kindly provide a detailed explanation regarding the player’s issue? In particular, I would appreciate your clarification on why the previous self-exclusion at one of your sister casinos was only identified after the player’s winnings, and not before the player’s first deposit. Given that the registration process requires the player to submit their date of birth, full name, address, and phone number, it is important to understand why this information did not trigger the necessary safeguards at the outset.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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4 months ago
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Thank you, that's also the question I ask myself all the time and why I feel unfairly treated.
I hope that Casino Orca will agree to find a fair solution.
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4 months ago
Hi there,
Player registered on Orca Casino 4.8.2025 and his account was terminated due to GI stated on Casinostars on 28.7.2025
Player was informed on Casinostars via livechat following;
*On 28/07/2025 was player informed via live chat to not create new accounts on our platform or other casinos operating under the same license. -
"We regret to learn about the concerns over your gambling levels and we genuinely wish you success in managing your gaming tendencies moving forward. As a result, your account has been deactivated with immediate effect.
Please be advised that we cannot be held responsible or liable for any attempts to create new accounts on our platform or other casinos operating under the same license."
Casino Orca Team
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4 months ago
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It's true that the live chat informed me of this. However, I registered at the other casino with exactly the same details. In other words, at the point I'm talking about now. So they shouldn't have allowed me to register in the first place if I registered with the same details. For me as a player, it's unclear which casino belongs to which group. These are more internal matters or things that can only be read in the small print. Therefore, the fault here lies not with me, but with the casino, which doesn't comply with player protection regulations. I could never have registered at the casino with the same details, and I still demand that I either get my winnings or at least the deposit I made. Because if I can no longer withdraw my winnings, they definitely aren't entitled to my deposits either. That's a WIN-WIN situation for the casino, and I, as a player who should be protected, can only lose.
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4 months ago
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After all, I didn't sign up with different credentials to circumvent this hurdle; I signed up with exactly the same credentials. Your system should have triggered that and prevented registration.
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4 months ago
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I should also add that Casino Orca returned my deposit to me after I noticed it.
Then the other casinos would have to pay me back too!
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3 months ago
Dear vincentramm17,
In your latest message, you mentioned that Casino Orca has returned your deposit. As this is new information, could you please confirm whether you have received back all of the deposits you made to the casino?
Thank you in advance for your clarification.
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3 months ago
Hi there,
Player conducted one deposit and was returned to player the very same day, only three hours after registration. At the same time account was terminated.
Thank you for understanding,
Casino Orca Team
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3 months ago
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Hello, yes I made a deposit so I won the said amount and want to withdraw it.
My withdrawal was then canceled and the amount I had deposited was credited to my account, which I was then able to withdraw.
Therefore, the argument makes no sense at all.
I am then also entitled to my deposits at the other casinos.
As I also wrote before, I naturally dealt with the incident after it happened and discovered that I had already blocked myself much earlier in another casino, which also belongs to the group.
Accordingly, I am entitled to far more contributions.
However, in order to resolve the case quickly and easily, I continue to offer to pay out only the winnings of €1,000.
I have already received €50 back because of the deposit, so I have €950 left.
I am interested in a simple solution, as I have distanced myself from gambling and simply want to get the money I am entitled to.
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3 months ago
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To sum it up again: yes, I got all my deposits back at Casino Orca because I only made one deposit
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3 months ago
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As I just read, the casino confirmed my statement. The question still remains as to why I haven't gotten my money back at the other casinos where I registered after my gambling ban. I already contacted the various casinos by email some time ago. My messages were simply ignored, and I still haven't received a response. I find this behavior absolutely outrageous and incredibly unfair.
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3 months ago
Dear Casino Orca,
Thank you for your clarification.
Dear vincentramm17,
Thank you as well for your clarification. I am sorry, but in this instance there is nothing further I can do to assist. While it is true that the casino failed to match your details with those previously submitted in your old account, they have ultimately acted in accordance with standard practices that we consider fair and appropriate.
From our perspective, a casino committed to responsible gambling should not allow self-excluded players to continue gambling - whether that results in losing additional funds or in winning new funds that could act as a dangerous lure back into gambling. In fact, most regulators explicitly prohibit the payout of winnings to self-excluded players for this very reason.
For these reasons, I must unfortunately reject your complaint as unjustified.
That said, you mentioned experiencing a similar issue with other casinos from the same group, where your deposits were not refunded. While I cannot pursue those matters within this complaint thread, I strongly encourage you to submit separate complaints for each of those casinos. We will be happy to review them individually.
Thank you for your understanding. I am sorry I could not provide a more favorable outcome in this case. Please remember that if you encounter any other issues with this or any other casino in the future, our Complaint Resolution Center will always be here to assist you.
Best Regards,
Kubo
