Shokki Casino - Player’s account remains active despite requested exclusion.

I have clearly explained to the casinos belonging to Njord Vantage Services LTD that I do not want them to let me play at any of their casinos, yet I could deposit money and lose everything I had left at their casino. I have sent an email to the casino but have not received any response. I have also asked the chat and they say that their casino is a sister casino with all the casinos that I have requested termination of due to my severe gambling problems. I request that the casino return all of my exclusions from them. I would not have been able to withdraw any winnings if I had won any money. So it is a win win for them. Please help me I have lost all my money with them. I am sending all the evidence here. I have been excluded from many of their casinos before but was still able to make deposits. However, I do have one proof left from the email and it is from firecasino which is one of their sister casinos. In their chat they said "we apologize for that" but then no response after.

Dear player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you informed Shokki Casino directly of your gambling addiction and requested to be self-excluded?

Would you be so kind as to forward me the account closure requests that you sent to the casino?

Have you received any official confirmation that your self-exclusion would be valid in all casinos operated by Njord Ventures N.B.? If so, please forward me this confirmation at dominika.l@casino.guru.

Please note GCB-licensed online casinos are not obligated to extend and provide self-exclusion to associated brands.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They have estonien licens. They have told me in the chat , that you cant gamble or play at there casinos if you block yourself from gambling , becouse of gambling problem.

They say that you are not allowed to play at any of their sister casinos if you have been blocked at any of their sister casinos due to gambling problems. Those are their own rules.

Dear player, since you mentioned that the casino operates under an Estonian license, could you please confirm whether you are registered with Estonia’s official self-exclusion system?

Did you specifically request self-exclusion or account closure at Shokki Casino before making your recent deposits? If not, we highly recommend that you contact Shokki Casino directly now and ask them to close your account permanently due to your gambling problems.

We’ve reviewed Shokki Casino’s terms and conditions, and as far as we can see, there is no clause stating that a self-exclusion from one of their casinos automatically applies to all sister casinos. In such cases, players must request exclusion from each casino separately unless a group-wide exclusion is clearly offered and confirmed in writing.

What you were told in the live chat — that you should not be playing at their casinos due to previous exclusions — is consistent with their responsible gambling approach. However, it is your responsibility not to open or use new accounts with casinos from the same operator if you’ve already been excluded elsewhere, especially if you know they are connected.

I am waiting for a response from them. According to Estonian rules they are not allowed to have players who are banned from their sister casinos due to gambling problems. I have also written to them not to let me play at any of their casinos. I am waiting for a response. I have sent them all the documents.

Yes, I am registered in Estonia's official self-exclusion system.

I am waiting for the casino to respond. I will update here as soon as I get an answer. I have sent in all the required documents. Its been a very long time now so i guees it will be done soon. I will update the respond here.

Dear player, could you please send me proof that you are self-excluded through the official Estonian self-exclusion system?

Could you please clarify exactly what you are currently waiting for a response about from the casino?

Also, have you already requested self-exclusion specifically from this casino? If not, please send that request as soon as possible, and then forward a copy to me at dominika.l@casino.guru. If you have already submitted the request, please forward it to me as well, along with any replies you’ve received.

A few months ago, I sent all the necessary documents to the Estonian Gambling Commission via email. I no longer have a copy of the email, but they should still have it on record.

I’ve already submitted everything the casino needs, including the chat history in which their own support confirms that I should not be allowed to play at any of their sister casinos if I’ve previously closed an account due to gambling addiction. There must have been an error in their system when I was able to open the account, as I should not have been allowed to gamble at all.

I suffer from a gambling addiction, and I’ve been actively trying to self-exclude from all online casinos—not just those within this group. Every week, I send emails to different casinos asking them to block me from playing. Gambling addiction is extremely difficult to live with—it’s worse than drugs. So please understand that I’m not doing this for fun. I genuinely should not be able to access any casino.

I have already self-excluded from all Swedish casinos and continue to do my best to prevent myself from accessing others on the internet.

Right now, I’m waiting for the casino’s response regarding a refund—not because I think it’s "nice" or enjoyable to do this, but because it’s the right thing.

Even if I had won, I wouldn’t have been able to withdraw the money anyway, as their own terms clearly state that you are not allowed to play at any of their sister casinos if you have self-excluded from one of them. And even if i would win 1 million euros i would gamble it away. I have no stop. Estonian gambling regulations also prohibit casinos from allowing self-excluded players—especially those with known gambling addiction—to gamble at any casino under the same brand or license.

As you can also see from the email I sent, I specifically requested that I not be allowed to play at any of their casinos.

I hope this helps clarify how the Estonian license and regulations work. Thank you for trying to assist me.

Dear player, we understand how difficult your situation is, and we appreciate you sharing all the details with us. However, it's important to clarify a few points regarding your self-exclusion and the expectations related to it.

Sending an email does not automatically mean that you are self-excluded through the official Estonian self-exclusion system. Unless you have received a confirmation email or official documentation confirming your registration in the national exclusion system, your exclusion is not valid under Estonian regulation. Moreover, based on the terms and conditions of Estonian-licensed casinos, this exclusion system is currently only available to Estonian residents, which limits its application.

Regarding the casino group, it’s also important to point out that there is no mention in this casino’s terms and conditions that a self-exclusion from one brand automatically applies to all sister casinos. Also, when you were excluded from one of the sister casinos, there was no written confirmation from the casino stating that the exclusion would apply to all other casinos under the same operator. The group-wide exclusion is only valid if the casino confirms it clearly in writing. Unfortunately, this does not seem to have been the case here.

The information you were given by the live chat — that you should not play if you have previously self-excluded — aligns with responsible gambling guidelines. However, since you still decided to create and use a new account, despite knowing you were excluded elsewhere, the responsibility in this case lies with the player.

Based on everything reviewed so far, and in the absence of a valid exclusion confirmation or a specific violation of the casino’s own terms and conditions, we unfortunately do not see grounds for a refund.

Please kindly confirm whether your account with this specific casino has already been closed. If not, we can help ensure it gets permanently closed due to your gambling addiction.

Thank you for your understanding.

The casino has approved my refund, and I am currently waiting for the money to reach my bank account. Your previous statement was incorrect — I submitted my request to the Estonian gambling authority, and they approved it, providing confirmation. I have not just sent a "email" i have sent them a forum that they sent me to fil in and to send them back. The casino’s customer support also confirmed that the refund was issued because the situation went against their own rules.

I came here looking for help, not opposition. The casino has already sent the money, and now I’m just waiting for it to be processed. I only wanted assistance in case the funds didn’t arrive.

and why have you giving this casino a bad grading when its a legit casino? But giving bad casinos good grades? I like casinoguro dont get me wrong but sometimes its just not it. And sorry for a late answear. I will come back when i get the money in my bank acount.

Dear player, we aim to assess every case fairly, objectively, and based on verifiable facts. While we fully understand that some situations are emotionally difficult and may involve sensitive topics — especially those related to gambling addiction — we always need to work with actual evidence in order to take meaningful steps or advocate on a player’s behalf.

This means that we can’t rely solely on what someone says — no matter how genuine it may sound — without receiving supporting documentation, such as written confirmations, emails, official records, or screenshots. These materials help us verify the situation and communicate effectively with the casino involved.

In cases where no such documents are provided, our ability to act is limited, even if we want to help. We apply the same standard to all complaints to ensure fairness and consistency for every player.

In your case, we didn’t receive any concrete proof confirming your registration with the Estonian self-exclusion system.

This doesn’t mean we doubt what you’re saying — it simply means that, in order to help you effectively and fairly, we need to rely on facts that can be verified. That’s the only way we can properly assess cases and take action if necessary.

We’re very glad to hear the casino approved the refund, and we hope everything is resolved smoothly.

I understand and its no problem!

i have still not got any money, and i am soon going to contact Estonian gambling authority.. so in the main time i could ask for all the proff to you to!

PS: I lived in Estonia while I was doing my master’s degree, which I think might have been unclear. I used my Estonian ID when I submitted my documents. Sorry again for the misunderstanding!

Also, I want to make it clear that I’m not doing this because I find it fun. I have a gambling addiction, and no matter how much I play, I cannot stop. Even if I were to win, I wouldn’t receive the money from the casino since it goes against their rules.

I truly hope I will get my money back, and I will write here again once I do.

Dear player, do you have any updates regarding your case?

If you have any new information or documents to share, please send them to my email: dominika.l@casino.guru.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru