SlottiMonsteri Casino - Player requests refund after being allowed to deposit post self-exclusion.

On April 21st, I activated a self-exclusion on OnnelaKasino due to gambling addiction and clearly informed the operator about my gambling problem.

The self-exclusion was specifically requested for responsible gambling reasons.

OnnelaKasino is a sister casino of SlottiMonsteri and both casinos appear to be operated by the same company/group.

Despite my self-exclusion, on May 7th I was still able to create an account, deposit €145, and gamble on SlottiMonsteri.

In my opinion, the operator failed to properly enforce responsible gambling measures and allowed a self-excluded player with a known gambling problem to continue gambling within the same casino network.

After I contacted customer support regarding this issue, my account was closed, which further indicates that the casinos are connected under the same operator/network.

I am therefore requesting a refund of the deposits/losses made after my self-exclusion and asking the operator to explain why my self-exclusion was not enforced across sister casinos operated by the same company.

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Dear coff33addictedd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found: "If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures."

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

• To proceed further, could you please confirm whether you specifically requested a self-exclusion from SlottiMonsteri Casino?

I look forward to your reply.

Best regards,

Petra