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.

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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