Magnumbet Casino - Player’s self-exclusion has been ignored.

I would like to report a serious responsible gambling and self-exclusion issue involving Crowd Entertainment Limited and several platforms operated under this company, including Princess Casino, Luck Casino and MagnumBet.

In December 2023, I requested permanent self-exclusion due to gambling addiction. I also submitted a self-exclusion request through ONJN procedures.

After that, despite my self-exclusion history, I was still able to access and gamble on other Crowd-operated platforms.

I repeatedly informed the operator in writing that I was a gambling-dependent person and explicitly asked them:

- not to reopen my accounts;

- to permanently block all my accounts;

- and to keep my accounts closed for responsible gambling reasons.

Examples of my written statements include:

- "I am a dependent person and I do not want the account reopened ever again."

- "Please urgently block all my accounts."

- "Please do not reopen my account for any reason in the world."

I previously submitted a complaint to ONJN regarding the same issue, and ONJN confirmed the reported problems through an official response.

Despite this history and repeated warnings about my gambling addiction, I was later able to gamble again through MagnumBet and other Crowd-operated platforms, resulting in severe financial losses.

I have now submitted:

- a new complaint to ONJN;

- and a formal complaint to the Malta Gaming Authority (MGA).

I believe this case raises serious concerns regarding:

- responsible gambling obligations;

- vulnerable player protection;

- self-exclusion procedures;

- and cross-platform restriction failures within Crowd Entertainment Limited.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Agora, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Magnumbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when was the last time you have made a deposit into your Magnumbet casino account?
• When exactly did the casino close your account?
• Could you please forward your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your reply.

I have already sent to your email all the requested documentation.

Thank you for your message, could you please clarify whether you have stated gambling problems directly to Magnumbet Casino as well? If so, could you please forward that message separately?

I look forward to your response.

Dear Attila

Thank you for your reply.

I would also like to clarify an important aspect regarding the synchronized self-exclusion system implemented following the Romanian ONJN framework applicable from March 2025.

According to art. 132 of HG 111/2016, as amended, removal from the self-exclusion register may only be requested after a minimum period of 6 months from registration.

At the same time, following the synchronized self-exclusion measures implemented across operators, Crowd Entertainment Limited applied the same restriction structure across all domains operated within the same group.

Under this framework, after the expiry of the minimum 6-month period, the operator was legally allowed to provide the account reactivation option.

However, before the expiry of those periods, I repeatedly contacted one of the Crowd Entertainment Limited platforms and explicitly requested that my accounts should not be reopened because of gambling addiction.

As all Crowd Entertainment Limited domains operated under the same synchronized self-exclusion structure, I communicated only with one of the platforms, understanding that these requests applied across the entire operator group.

For example:

on 03.09.2025, before the expected expiry date in September 2025, I expressly requested that the accounts remain closed and stated that I was a gambling addict;

on 11.02.2026, before the reopening date communicated to me for March 2026, I again explicitly requested that the accounts should never be reopened because of gambling addiction.

In response, I received written confirmations stating that my requests had been registered, that my data had been entered into the self-exclusion register, and that removal from the register could only be requested after a minimum period of 6 months from registration.

Relevant ONJN information regarding self-exclusion:

https://onjn.gov.ro/relatii-publice/autoexcludere/

Relevant legislation:

https://onjn.gov.ro/wp-content/uploads/Onjn.gov.ro/Legislatie/Rom%C3%A2n%C4%83/HG_Nr_111_24-02-2016.pdf

For this reason, my understanding was that the restriction remained active across the synchronized Crowd Entertainment Limited structure.

Kind regards,

Dear Agora,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jakub (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Agora,

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.

As part of our standard procedure, I would normally invite a representative from Magnumbet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 Agora,

I have repeatedly tried to contact the 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.

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For more information, please visit:

• Global Self-Exclusion Initiative
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Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best Regards,

Kubo