Klirr Casino - Player feels abused by casino practices.

08 Maj 2024 i informed Klirr that im feeling abused. I told them that i dont think they have been responsible and let me gamble like i did, since i deposit alot of times. I told them that they didnt even do a KYC to see if had money to play like i did.

Now in january, my SpelPaus was ended, and they let me deposit to the casino again, even if i told them that i felt abused before. They let me play even if i told them about my problems.

Dear henrystormgarden,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you informed the casino of your gambling addiction and requested your account be permanently closed? If so, kindly forward me the account closure request you sent to the casino along with the casino's reply at [email protected].

Please note that we are able to request refunds of the lost deposits only when the players explicitly ask for self-exclusion due to gambling problems, but the casino allows them to continue playing and losing money.

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

I haven't explicitly said gambling addiction, but it's implied based on what I've said. I quote what i said and translate it.

"I don't think it's responsible when you let me deposit so much money at once with you and therefore ask for a refund. I was under a lot of stress when my son was going to be born and I want you to refund this"

"You have allowed me to deposit huge sums, several times in a row, without even doing a KYC. I have been unemployed and on sick leave."

I can also add that I talked about responsible gaming, which is inherently connected to gambling addiction. There would be no reason to raise this otherwise.  They even told me to make an errend to ARN, so they were fully awared that my errend was about gamling problems since i litterly said i dont have money to play and yet they let me play.

Thank you for your message, and I truly understand how distressing it can be to face challenges with gambling. While we do offer support in refunding lost deposits, we can only proceed with this kind of request in specific cases where the player has explicitly informed the casino about a gambling issue and has requested to be self-excluded. Responsible gaming encompasses several different tools that can help players manage their gambling habits. Self-exclusion is one of those tools, but it is not the only one available. Responsible gaming is about ensuring players set various limits that are appropriate for them, and these actions are not necessarily tied to having a gambling problem.

If you did not inform the casino of any concerns related to gambling addiction or request self-exclusion, unfortunately, we are unable to assist in recovering your lost deposits under our current policy. However, we would like to help guide you through the process of requesting self-exclusion, if that is something you’re interested in pursuing. Please let us know if you’d like to proceed with that option, and we can help guide you through the process.

I don't completely agree with what you say. When I pointed out last year that I was feeling bad and gambling, I was advised to seek help for this, the casino was therefore aware that I had a gambling problem even though I didn't say the exact word. It goes without saying that it's about feeling bad about gambling, otherwise I would have contacted a psychologist if it was about something else.

I also want to point out that I have been in contact with a law firm that thinks that I should initially reach out to Askgambler or a similar service and then found you, I have also started a case with ARN (General Complaints Board) in Sweden.

The casino has been well aware of my problem and still allowed me to play for six months after, without locking my account. They have also not done a KYC to check that I had income to play.

If you tell a bartender that you are feeling unwell, it is understood that you may have had too much alcohol – especially if you are at a bar and have consumed alcohol there.

The same logic applies to a casino: If you say that you are feeling unwell, it is reasonable to assume that it is a gambling-related problem, since that is the main activity at the venue.

Just for curiousity, and that you dont think the way i do, i tried asking an AI (more specifically ChatGPT) and this is the reply.

I wrote this to the casino.

"Otherwise, I will go out to the media and social media and show how you take care of responsible gambling and show the transactions"

I asked AI: " If a player at a casino writes like this to support, is it a sign of gambling addiction?"

This is the respons:

"Yes, this could be a sign of problem gambling, especially if the player is trying to recover lost money through pressure tactics. Here are some possible indicators of gambling issues in the message:

Threatening to go to the media – This may indicate desperation and a sense of unfairness, which are common among individuals with gambling problems who have lost significant amounts and are looking for ways to get their money back.

Reference to transactions – If the player focuses on transactions, it could suggest regret over their gambling behavior and an attempt to reclaim lost funds.

Mention of responsible gambling – If the player brings up responsible gambling, they may feel that the casino should have intervened earlier or that they have been treated unfairly.

While this message alone is not definitive proof of gambling addiction, it is a warning sign. A responsible gambling operator should take it seriously, offering support resources and potentially reviewing the player’s gambling patterns."

I just want you to try to see this from my perspective. Just because I didn’t use the exact words 'gambling addict' shouldn’t be a reason to ignore this and let the casino win - again.

Thank you for your responses. I truly understand how frustrating this situation must be for you, and I deeply empathize with the emotional toll that gambling can take on individuals.

However, at Casino Guru, we must follow specific steps when assisting with complaints. As much as we wish to offer support in cases related to self-exclusion and refund of the lost deposits, we need clear evidence that the player explicitly communicated their gambling addiction to the casino and requested self-exclusion as a result. This helps ensure that we have a solid foundation to advocate on your behalf, particularly when it comes to financial compensation.

From the information provided, I understand that you did express feeling unwell and mentioned concerns related to gambling, but without an explicit request for self-exclusion or a formal declaration of gambling addiction, it is difficult for us to fully align with the criteria needed for financial compensation. I completely understand that simply saying "I feel bad" about gambling should have been enough for the casino to recognize the signs of a gambling problem. However, legally and in terms of casino policies, there is a difference between expressing discomfort and making a formal request for self-exclusion.

We are committed to advocating for player protection, but we also need to follow the necessary procedures to build a case.

Since we have not received sufficient evidence from you, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika