The player from Germany requested a refund of €430, as he had been allowed to gamble despite being banned under the OASIS system. He highlighted that the casino failed to verify his eligibility, which enabled him to deposit and withdraw funds. After contacting the casino twice for a refund, he sought assistance due to the lack of response. The issue was resolved by explaining that the casino operated under a license that did not require adherence to the OASIS system, and since he had not notified the casino of his gambling restriction or requested self-exclusion, there was no basis for the refund request.
Jackpot Frenzy Casino - Player seeks refund due to account issue.
Closed
Our verdict
Other
Amount: €430
Jackpot Frenzy Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
11 months ago
Translation
Subject: Complaint about illegal gaming despite OASIS ban – refund of €430
Dear Casino Guru Team,
I'm contacting you because I have a problem with an online casino and I'm asking for your assistance. I'd like to get a refund for a total amount of €430.
I played at this casino for about a month without initially giving it much thought. During this time, I deposited money and received some withdrawals. After deducting all transactions, I still have an outstanding balance of €430.
The crucial problem is that I'm banned in Germany via the OASIS player ban system. This means I'm barred from gambling nationwide, and before I could start playing, I should have been verified to see if I was even authorized to play. Since I'm physically located in Germany, the casino should have detected that I was banned and denied me access. However, this didn't happen, which allowed me to play anyway.
I have already contacted the casino operator twice by email and demanded an immediate refund. If this is not forthcoming, I will take further steps. I also have proof of my Germany-wide gambling ban, which I can present if necessary.
What's particularly worrying is that, without proper verification, the casino didn't determine whether I was even eligible to play, nor whether I was of legal age. Theoretically, I could even have been a minor, and yet I was still allowed to play.
I'm asking for your support to get my money refunded. If you need any further information or proof, I'm happy to provide it.
Best regards
Levin L.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
11 months ago
Dear Lev101,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please note that the casino operates under a license issued by Comoros, which means it does not have access to the OASIS register of self-excluded persons, which is only valid for casinos with a German license. If you have not directly informed the casino of your gambling addiction and requested self-exclusion, they would not have been aware of your situation and unable to block your account.
Let me ask you these questions:
- Have you informed Jackpot Frenzy Casino directly about your gambling addiction and requested self-exclusion?
- If so, could you kindly forward me the account closure request along with the casino’s response at veronika.f@casino.guru?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
11 months ago
TranslationHello Veronika, no, I didn't contact you directly with this request. I see it as a problem, since I'm allowed to play in Germany (there are casinos where gambling isn't permitted in Germany), but Jackpot Frenzy is.
They can't possibly know about my Oasis ban, but aren't there other ways to get my money? After all, I didn't even have to verify my account.
Best regards
Levin L.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
11 months ago
Dear Lev101,
Thank you for your response. I understand your concerns regarding the lack of verification and your access to the casino despite your OASIS ban. However, since the casino operates under a license that does not require adherence to OASIS, it was not able to check your status in that system. Additionally, as you confirmed that you did not notify the casino about your gambling restriction or request self-exclusion, there is no basis for demanding a refund.
Unfortunately, without a violation of the casino’s own terms and conditions, we cannot assist in recovering your deposits. If you believe the casino has acted unlawfully, you may consider reaching out to the relevant regulatory authorities.
Best regards,
Veronika
Casino.Guru Team
