The player from Finland had activated a self-exclusion on OnnelaKasino for responsible gambling reasons, but was still able to create an account and deposit at the sister casino SlottiMonsteri. He believed the operator had failed to enforce responsible gambling measures and requested a refund for the deposits made after his self-exclusion, along with an explanation for the oversight. We explained that the operator's terms and the licensing authority did not require self-exclusion to apply across all affiliated casinos automatically, and that a separate request had to be submitted for each brand. Since the player had created a new account directly at SlottiMonsteri without submitting a self-exclusion request there, the deposits and gameplay were allowed. Therefore, the complaint was resolved without refund or further action.
SlottiMonsteri Casino - Player requests refund after being allowed to deposit post self-exclusion.
Other
Amount: €145
SlottiMonsteri Casino
Safety Index 2.5 Very lowCase summary
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
Dear Petra,
I would like to provide additional clarification regarding my original self-exclusion request.
On 21 April, I contacted the casino’s support team(Onnelakasino) via email and explicitly stated that I have a gambling problem and requested a self-exclusion. In my message, I asked for a permanent/self-exclusion ban without specifying a fixed time period, as my intention was to stop gambling completely due to gambling-related harm.
This was not a casual account closure request, but a responsible gambling-related self-exclusion request clearly based on gambling problems.
Following this, the operator applied a restriction at least on one of their related casino brands. However, despite this, I was still able to register and deposit on another casino operated by the same company on 5 May, which demonstrates that the self-exclusion was not effectively applied across their own system.
From my perspective, the intent of my request was clear: to be excluded from all gambling services operated by the same company due to gambling-related harm.
Dear coff33addictedd,
Please note that the terms and conditions do not state anywhere that self-exclusion at one sister casino automatically applies to all casinos within the same group. The licensing authority of this casino does not require the enforcement of such a rule. Therefore, even though the two casinos are affiliated, a separate self-exclusion request must be submitted for each operator.
In this case, we also see that a new account was created directly at SlottiMonsteri Casino. Since a direct self-exclusion request was not submitted to this specific casino, deposits were made, and gameplay occurred, we are unfortunately unable to assist you further.
I am sorry that we were not able to help you with this matter. However, please do not hesitate to contact us in the future if you encounter any issues with this or any other casino. We will do our best to assist you.
Best regards,
Petra
