StarsPlay Casino - Player’s request for responsible gambling protection was ignored.

I would like to file a complaint regarding StarsPlaySuomi Casino and its handling of my request for responsible gambling protection.

I won approximately €1,600 at StarsPlaySuomi Casino. After my win, I realized that I needed to stop gambling, as I suffer from gambling addiction. I contacted the casino's customer support and requested that my account be temporarily blocked or that a gambling break be applied to my account.

The casino does provide responsible gambling tools, including the option to set gambling limits and restrictions. However, I was unable to use these tools because accessing them required my account password.

I never had option to create a password because I registered and logged into the casino using my online banking credentials. As a result, I did not have a password. There was also no option available for me to create one afterward, which meant I could not access the responsible gambling settings or apply any limits to my own account.

I therefore contacted customer support and asked them to help me restrict my account. Despite informing them that I suffer from gambling addiction and wanted to prevent myself from gambling further, my account remained fully accessible.

The following day, my account was still open, and as a gambling addict, I continued gambling and lost approximately €4,700.

I believe the casino failed to respond appropriately after I informed them of my gambling addiction and requested that my account be restricted. Although responsible gambling tools were available, I was unable to use them because of the password issue, which was outside of my control. After notifying customer support of both my gambling addiction and my inability to access the responsible gambling settings, I believe reasonable action should have been taken to protect me.

I respectfully ask Casino Guru to investigate whether StarsPlaySuomi Casino acted in accordance with its responsible gambling obligations and whether it handled my request appropriately under these circumstances.

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Dear Jakeee,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion

We provide a self-exclusion facility which can be activated by contacting support@starsplay.com. Self-exclusion means that your account will remain closed for 1 month, 3 months, 6 months, or indefinitely.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to restrict your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila