Frostybet Casino - Player’s self-exclusion request is denied.

Ich habe bereits mehrmals um Selbstausschluss gebeten, alle Dokumente wurden korrekt ausgefüllt, aber das Casino sperrt mein Konto nicht, obwohl ich explizit Spielsucht erwähnt habe. Außerdem sagen sie, dass eine Sperre nur für maximal 30 Tage möglich ist. Ich möchte einfach nur mein Konto dauerhaft sperren.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frostybet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please send the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• What does the amount of 500€ represent in your situation?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Ich habe alle Daten zur Verfügung gestellt, eigentlich müsste ich für alle Casinos der gleichen Gruppe eine Beschwerde verfassen (Hotloot, Betsbunny, TikTak, Astrozino, Roibets, Sagaspinz, usw...), sie weigern sich alle einen Selbstausschluss durchzuführen, bieten bei Anfrage auf Selbstausschluss aufgrund von Spielsucht einen Bonus an und vor allem erlauben sie es nicht, dass der Spieler dauerhaft gesperrt wird, sondern bieten höchstens 30 Tage Ausschluß an.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear LouAnn123,

I am sorry to hear about your problem with Frostybet Casino.

I will now try to contact a Frostybet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Frostybet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 LouAnn123,

I have repeatedly tried to contact the Frostybet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Frostybet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor