KungaSlottet Casino - Player’s account is being mismanaged.

They let me play even if i was locked out due to gamling issues at Videoslots. They are hiding behind "we are a own brand", but have the same owners, and the same database. Even the same office in Malta.

I asked them to cancel my account on Videoslots for many years ago, yet they let me play at Kungaslottet as a part of Videoslots. It's low, its so low that they are hiding behind the word "license", instead of just admitting they are wrong and refund me what i deposit.

Dear henrystormgarden,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

Deactivation of gaming account

The Royal Palace acknowledges that while most players play for their own enjoyment, gambling can be harmful to a small number of people.

We are committed to creating a responsible gaming environment. If you are concerned about your gaming behavior, we humbly ask you to consider self-exclusion. Kungaslottet.com intends to provide our players with a pleasant and safe gaming experience. If you choose self-exclusion, your account on kungaslottet.se will be immediately deactivated for the specified period.

This means that you will no longer be able to log in, deposit money or play on kungaslottet.se while the self-exclusion period is active. Please note that you are also not eligible to open your account until the selected time period has expired.

We also take reasonable steps to ensure that you will not receive any advertising or promotions sent to you during this period. However, if you use social media, we recommend that you take the necessary steps to ensure that you are not reached by these news and updates.

You have the option to exclude yourself from six months up to five years.

If you are considering self-exclusion, you can also register with Spelpaus. Spelpaus is a free service that allows you to self-exclude yourself from all gaming companies licensed by Spelpaus. To find out more and register with Spelpaus, visit their website here. If you wish to self-exclude, please contact our customer service via email or chat.

You can also choose to self-exclude your account by logging in and clicking on "My Profile" -> "Responsible Gambling"

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically and I haven't even found any connection between these casinos. And even if, please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from KungaSlottet Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

"And even if, please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites."

That is true, and i will not arguee against that. However, even though it's the same owner, the same system, and an identical user experience in both places, it seems completely unreasonable that the information isn't synced between them.

It's not just about them being "two separate casinos" - it's about protecting players in a way that's consistent and fair. This is something they do consciously, because they know that people with gambling addictions open account after account. They have been in the industry for so many years, but still they do not work for the little person. We who suffer from the disease of gambling addiction are completely run over. I think it's understood that you should be blocked from all sister casinos when they are owned by the same owner, if you have declared that you have a gambling problem.

I informed Kungaslottet that this is not reasonable, and asked them for a refund. I told them - after i played - about my concerns at their other casino and they replied:

""With reference to the statements you made on our website, we would like to inform you that we have self-excluded your account for at least 6 months. The account will not be automatically reopened after the period has passed. We would also like to emphasize the importance of focusing on your health, finances and relationships during this time.""

I know that they can hide behind regulations and laws and that my errend will be lost without any contact to them, but for me - i think it's good that other people are able to see this as well, and take notice that a block on Videoslots does not mean that you are blocked on their sistersites - even if should make totally sense.

Thank you for your reply, henrystormgarden. Do I understand correctly that your casino account has been closed?

Hi,

Yes that is correct.

Although I get your point of view, we have a strict policy when it comes to group self-exclusions. Unfortunately, as long as your account was closed upon your request, there is not much we can do and we are not in a position to help you with a refund. However, this casino has a very good license authority with advanced techniques of player protection for Swedish players, and perhaps they could investigate the situation and help you with the refund. I highly recommend getting in touch with them as soon as possible and I wish you good luck.

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, 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.