Paratiisi Casino - Player's account has been irresponsibly reopened.

My issue is related to this casino's lack of responsibility and conscious exploitation of gambling addiction.

I have asked twice to close my account permanently. My account was reopened immediately after I requested it. There is nothing wrong with that, the casino is certainly entitled to do this. Still, I think it should be a cause for concern if a person closes their account twice in a month and wants it closed permanently.

About three weeks ago I asked for the entire chat history through this casino. They sent me a chat I had with Raketti Casino last June where I asked to block my license forever because I have a bad gambling addiction and I can't control myself. This was not done, which is okay because they don't have to do that. However, there is now clear evidence that Paratiisi Casino has had a chat at least three weeks ago where I admit to my gambling addiction.

I only noticed this addiction-related discussion after I asked to reopen my account about a week ago, and managed to deposit and lose a total of about 203 euros.

Also, before making the deposit, I contacted the casino's live support and asked about my right to use the site, since I have banned myself from playing under the license. They replied by email that if I have a gambling addiction they will close my account. Well, clearly not, since they already had that information weeks ago. Also, if I have requested bans, I can no longer use the sites or create accounts. This is clearly not true either. I think this in itself should raise questions when a person comes to ask how being banned from playing under the license affects the use of the site.

However, my biggest concern is the discussion the casino has about gambling addiction. I think this casino has consciously tried to profit from my illness. It cannot be said that gambling addiction was not known when the casino's customer service email contains a conversation I had with Raketti Casino where I talk about a very bad gambling addiction.

Dear Mag7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Paratiisi Casino.

Please note that GCB-licensed online casinos are not part of any license-wide scheme. There is no such thing as license-wide self-exclusion in GCB licensed online casinos.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• After your account was reopened, have you informed this particular casino about your gambling addiction?
• Have you sent a self-block request as the casino support suggested? Is your player's account currently closed?

Thank you very much in advance for your reply.

Best regards,

Tomas

So, do I understand correctly?

Even if this casino itself posts a discussion where I talk about my gambling addiction, is it possible that they wouldn't know about it?

What if I responded to a message where they were posting conversations, sending them back a conversation where I talked about my gaming addiction?

I was a customer for about a month. During that time, I blocked my account twice. When asked for how long, I replied permanently.

I have not announced it separately. As you can see from the discussions, I did say that I have blocked gambling under the license at the sister casino. In addition, the casino sent a discussion where I am closing the sister casino due to gambling addiction.

My player account is now closed.

If the casino has a file where I request a ban from a sister casino due to a gambling addiction, then I don't think there's any way to say that they weren't aware that this person is a gambling addict.

This casino's email, i.e. customer support, sent the conversation in question.

Apparently I should have sent that file back to them, even though they already sent it to me?

Together we can make the right decisions regarding your account and even close it permanently at your request. 

14.1 You are under no obligation to continue using our Services and may at any time decide to stop using them, either temporarily or permanently. 

I dont find any term where it says that you couldnt permanently close your account without self-exclusion. Responsible gambling section even says that you can close your account permanently.

When you close your account they even ask everytime that how long you want it to be kept closed. Why they ask that if it is not valid?

When it is clear that this casino had my addiction conversation that I had with Paratiisi Casino at least a month now, there isn't any way that they wouldnt have known about my addiction.

Also If someone wants to close account permanently two times with two weeks maybe apart, and also last time really says that it should be permanently closed, it should be alarming. Also the chat said that she will mark that i really want it to be permanently blocked. But of course not. I dont know why their customer support gives constantly wrong info regarding rules etc.

The casino should reasonably prevent you from opening an additional account if your previous one was self-excluded due to gambling problems.

If you discussed with casino support about a hypothetical situation, we can't say you informed them about the issue and conclude what should have been prevented.

Please clarify whether you informed the casino about the gambling problem or if you asked about a hypothetical situation.

If you have supporting evidence, please forward it to me for review. My email is tomas@casino.guru

How is that a hypothetical situation when the casino itself posted a discussion where I state my gambling addiction with Raketti casino? Interesting insight.

It is far from responsible to reopen an account immediately when asked. Usually casinos have at least 24 hours cool off period before that. Also If someone has closed it permanently two times within like a week apart. Last time even said that i really want it to be permanently blocked. I just wish this casino could have done like I asked. I have severe depression and it is really hard for me to get things done, that is one of The reasons why I only contacted chat when i wanted to have a permanent ban.

Thanks for sharing your point of view.

I apologize for not replying earlier.

We can ask the casino to issue a refund if we believe you should have been protected.

The best way to ask for protection is to inform the casino about having a gambling problem. If you discuss the situation with casino support as a hypothetical situation, this might not cause the casino to act. Permanent account closure is not signaling to the casino that they should protect you.

Based on the conversation you presented, we can't conclude that you were informing the casino support about having a gambling problem, but rather discussing a hypothetical situation.

Please let me know whether I misunderstood your discussion with the casino by providing more context and more complete communication between you and the casino. My email is tomas@casino.guru

I found now one conversation with them. This and the ones I sent when i made the case on the site is basically all my proofs.

So basically i was really angry with them that they didn't keep my account permanently closed and argued about their failed responsibility. I copied their section saying If gambling is affecting your life, we can make together correct choice, and even close your account permanently.

I gave multiple signs that i'm not okay and i'm furious. They did nothing. After this i again permanently closed my account, and they reopened it again.

If we think all of the proofs. I said them that if i'm blocked from other sites on their lisence, multiple permanent account closures, arguing about failed responsibility, asked to refund my deposits, copied a section where it says about If gambling is affecting negative on your life. Casinos sending me a conversation with their sistersite where i ask to block this lisence due my addiction.

At least for me there is so many indicators showing that this person is not okay and there is high possibility she has problems.

So how can you consider the situation hypothetical even in terms of the fact that the casino has a file in its possession where I talk about gambling addiction with another casino they own? The casino's customer service sends this file = they have a file in their possession containing a conversation where I talk about gambling addiction with Paratiisi casino.

Furthermore, if before playing I clearly stated that I was blocked by this casino group, then why was nothing done?

If I copy the rule into the discussion where it says that if gaming affects your life, we can permanently close the account. Why wasn't anything done?

If I ask to close my account permanently twice, and the last time I insisted that I want it permanently blocked. Why is this not the case? Why does this casino ask how long you want it to be closed when closing the account, if this has no meaning? The account can be reopened immediately if you want, without a cooling-off period. If the person said, for example, closed for the time being, then I would understand the lack of cooling-off period then.

If a person asks to return all deposits made to the site, wouldn't this raise any concerns at the casino?

Now, all online casinos licensed in Curacao will have to follow new rules. There are a bunch of detailed instructions of what operators have to do, including:

Self-exclusion options for 1, 3, 5 years and lifetime. And this feature must be activated instantly once the player requests it.

Where it says that casinos can decide this can only Be done via email? Support is the same on email and on live chat, what is the difference? If so, they could of have easily sent me an email and asked there do i want to self-exclusion permanently and i could of have answered there.

On top of that, Curacao licensed gaming sites now have the responsibility of detecting problem gambling behavior and preventing players from spiraling out of control. This can even include setting account restrictions if needed.

How this rule worked on my case?

There were multiple factors showing that something is off. Arguing with support, permanent closure two times and really making sure that i mean permanent without option to reopen, asking deposits back, casino possessing my addiction conversation that took place with their sistersite, telling them about being blocked from playing under their lisence site. None cooling off period, even when you have wanted to be permanently closed.

How can anyone say that this casino is responsible? Same behaviour has been going on years with this lisence.

Thanks for sharing your point of view.

From our point of view, GCB-licensed casinos are not obligated to extend self-exclusion to associated brands. If you are referring to any particular regulation enforced by the licensor, it's not clear which one.

Refer to the Responsible Gambling section of our article about the licensor (English version of our website): https://casino.guru/licensing-authorities/curacao-license

Unfortunately, we believe you need to exclude yourself from each online casino where you create an account to be protected.

Since you confirmed your account is closed, the complaint will be closed. I am sorry we couldn't assist you further.

Please do not hesitate to contact us if you run into issues with any online casino in the future.