The player from Germany struggled with a gambling addiction and lost over 20,000 euros at burancasino782061.com, Tikitaka.com, and Retrobet.com, despite having self-excluded through OASIS since January 2023. She reached out to the casinos for a refund of her losses and requested a detailed overview of her transactions, but her inquiries were ignored. She sought legal advice on how to recover her deposits and take action against the casinos. The Complaints Team concluded that the casinos acted appropriately by blocking her account after she reported her gambling issues. However, assistance was not provided due to the casinos not being licensed under OASIS, which led to the complaint being rejected.
Retro Bet Casino - Player seeks help after account closure due to gambling addiction.
Closed
Our verdict
Other
Amount: €20,000
Retro Bet Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Dear Sir or Madam,
I am reaching out to you because I am experiencing significant issues with the online casinos burancasino782061.com, Tikitaka.com, and Retrobet.com. Besides the financial losses, my gambling addiction is at the forefront, and I urgently need your support.
I have been diagnosed with a gambling addiction, and in January 2023, I voluntarily signed up for self-exclusion with OASIS to protect myself from further harm. Unfortunately, the temptation was too strong, and in the last six months, I lost over 20,000 euros at the aforementioned casinos. During this period, I was emotionally and mentally overwhelmed—my mind was switched off, and I kept making deposits without control over my actions.
I had already contacted the mentioned casinos several times in December, requesting that they refund my losses. I also repeatedly asked for a detailed overview of my deposits and withdrawals. However, all my inquiries were ignored. Instead, I was repeatedly directed to their terms and conditions, without my concerns being seriously considered.
Additionally, I have already spoken with my banks to seek support. Unfortunately, they were unable to assist me. Most deposits were made via my credit card or through instant bank transfer. Unfortunately, I am now unable to accurately trace which casino received deposits from me and in what amounts, based on the transactions.
This situation is incredibly embarrassing for me, and I am very ashamed of my behavior. Nevertheless, I feel compelled to take this step, as I see no other way to receive support. Attached you will find an overview or an excerpt of my self-exclusion with OASIS as evidence.
These providers appear to be operating without a German license, yet they specifically offer their services to German players. That I continued to have access to these platforms despite my self-exclusion with OASIS is extremely problematic and, to my knowledge, violates applicable law.
I urgently ask you to review my complaint and inform me of:
1. What legal actions I can take to request the refund of my deposits.
2. Whether and how you can take action against these providers.
3. What my chances of success are in this case.
I am willing to provide you with all necessary information, evidence, and correspondences. I hope to receive your support to break this vicious cycle and initiate legal action against these providers.
Thank you for your help.
Best regards,
Automatic translation:
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1 year ago
Dear Nadine02687,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand OASIS scheme is mandatory for operators licensed in Germany exclusively. Operators licensed under different licensors don't fall under the scheme.
If you want to be protected from further gambling in an online casino not participating in OASIS, you'll need to request a permanent self-exclusion due to gambling problems in an online casino where you have an open account. If you inform online casinos of your gambling problem and the casino fails to protect you, we may assist you in requesting a refund.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you informed Retro Bet Casino of your gambling problems?
Has the casino blocked your account as a result?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Dominika
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1 year ago
TranslationHello,
Yes, but only after I realized what happened.
Would you still like to receive an email?
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1 year ago
Dear Nadine02687, is your casino account still open, or has it been blocked?
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1 year ago
TranslationHello, after I brought this to the casino's attention, the account was blocked.
Automatic translation:
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1 year ago
Dear Nadine02687,
We believe the casino should offer a mechanism of self-exclusion due to gambling problems. Once you inform the casino of your gambling problems the casino should act to protect you from further play by disabling your account. According to your description of events, the casino acted accordingly after you informed them you needed protection.
Regrettably, at Casino.Guru, we do not pursue cases where a refund is requested due to a casino missing a particular license. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.
Please consider taking advantage of the following resources related to responsible gambling:
If you have accounts open in any other online casino not covered by OASIS 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.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here
https://casino.guru/global-self-exclusion-initiative
and about BetBlocker here
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Above all, 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
Due to the aforementioned reasons, this complaint will now be rejected. 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.
