Toshi Bet Casino - Player reports casino for violation of self-exclusion.

I am filing this complaint against Toshi.bet for a gross violation of their Responsible Gaming Policy and for ignoring a formal self-exclusion request for over 43 days, which resulted in a financial loss of 7,276 USDC.

​1. Ignored Self-Exclusion Request (Dec 2, 2025):

On December 2nd, I sent a formal email to selfexclusion@toshi.bet—the official address listed in their Terms of Service—stating clearly that I have a gambling addiction and requesting a permanent account closure. I received no reply, and my account remained fully active.

​2. Predatory Behavior and Misinformation (Jan 9, 2026):

After multiple failed attempts to get a response via email or chat, I finally reached a chat agent on January 9th. I again disclosed my addiction. The casino closed my account but then reopened it immediately without any limits because I had pending bonuses and open bets. I requested a betting block (Withdraw Only mode) so I wouldn't lose more money while waiting for the bets to settle. The staff explicitly lied, telling me it was "impossible" to limit betting without a total ban. Because they left my account unrestricted after knowing I was an addict, I lost 7,276 USDC.

​3. Confirmation of Fraudulent Terms (Jan 15, 2026):

In a follow-up chat on January 15th, support agent "Coco" admitted that the casino no longer accepts self-exclusion requests via email. However, their official Responsible Gaming Policy on the website still directs vulnerable players to use that exact email address. Furthermore, the agent again claimed they had no way to limit accounts, yet my account was subsequently placed in "Withdraw Only" mode, proving the earlier information was a lie. The agent even deleted their previous contradictory messages in the chat when confronted.

​Evidence Provided:

​Screenshot of the initial self-exclusion email sent on December 2nd.

​Chat transcripts where the agent admits the support email is non-functional.

​Chat logs showing the agent lying about account limits and subsequently deleting messages.

​Transaction hashes and deposit history totaling 7,276 USDC since the original exclusion request: https://solscan.io/account/2dknhknsCjcgEztcKFHRt6Qja7LuDx4fjL2azoPkjk1b

​Desired Outcome:

I demand a full refund of all deposits made after December 2nd (7,276 USDC). The casino failed to follow its own legal procedures, provided false contact information in its Terms of Service, and intentionally misled an addicted player to ensure further gambling losses.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jorgeadd1,

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 and Time-Out Options

Players may request temporary or permanent account closures by contacting the support team at selfexclusion@toshi.bet.

During exclusion periods, players will not receive marketing communications and will be prevented from accessing their account.

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 close 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?

Additionally, could you please forward the emails in which you requested a self-exclusion from the casino? You can reach me at attila.g@casino.guru.

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 G.

Dear Jorgeadd1, thank you for your response.

Do I understand correctly that you currently have two open accounts at Toshi Bet Casino? If so, could you please advise whether any one of them has been blocked or suspended?

Furthermore, could you kindly clarify what you meant by transferring your money in-between the two accounts? Have you managed to transfer funds directly from one account to the other?

Thank you for your patience and cooperation.

I would like to clarify the core of my complaint regarding Toshi.bet’s failure in Responsible Gambling and account linking:

1. Direct Admission of Addiction: On January 9th, I disclosed my gambling addiction via live chat. Although the account was briefly closed, it was reopened shortly after, leading to further significant losses.
2. Failure to Block Linked Accounts: On January 15th, I opened a secondary account (jorgeptpt). The casino's support (MJ) immediately identified this account as a duplicate of my primary one to justify denying me a deposit bonus.
3. Profit Over Protection: Despite technically identifying me as a self-excluded/addicted player to protect their own profit (bonus denial), they intentionally kept the account active to allow further deposits and losses.

According to their own User Agreement, they have the tools to detect IPs and linked accounts. They used these tools to save money on a bonus but refused to use them to protect a vulnerable player. I am requesting a refund of all deposits made after my initial addiction disclosure on January 9th.

Dear Jorgeadd1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Jorgeadd1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hello! Thanks!

I just logged in, in my main account and I noticed they released a new sportsbook page.

Lol guess what... My account is allowed to bet in there.

To prove my account was restricted on casino and sports (on oldsportsbook page), I made screen recordings.

Yes I came here because they still refuse to reply any of my emails even on chat.

They seems to not protect the addicted players like me since they allow not only to register new accounts it seems, but also to bet in the self excluded account.

Once again do not trust in their RG please. If you have health issues DO NOT RELY ON TOSHI.BET to apply any sort of limits!

They should change RG to Irresponsibly Gambling protection instead.

https://www.talkimg.com/images/2026/02/04/UELtb3.jpeg

https://www.talkimg.com/images/2026/02/04/UELFSw.jpeg

https://www.talkimg.com/images/2026/02/04/UELTy8.jpeg

That error of "sports betting is only available in certain countries" is their "withdraw mode only" working.

Fortunately to me I'm doing my medication rn and I haven't funds to play otherwise i would be an e asy victim again.

I tried to contact casino without any result offering a resolution for refunding me all the deposit sum since the moment they were aware of my addiction. They could start by refunding the second account because they identified it as a duplicated account on the very same moment it was opened. I used same ip/device/browser and I used their wallet from the main account to fund the secundary account. All evidences are explicit and I was hunted by them.

I would like to provide an important update to the mediator (Martin) to ensure the case focuses on the documented facts.

 * Correction regarding Dec 2nd: Due to the extreme stress and the chaotic nature of my addiction during that period, I realize there was a confusion regarding the email from December 2nd. I cannot currently find it in my outbox, and I do not want this to distract from the irrefutable evidence I have from January onwards.

 * The Core Breach (January 9th & 13th): The real systemic failure began on January 9th, when I explicitly disclosed my gambling addiction to agent "Coco". The agent lied, stating the account was closed when it remained active. On January 13th, agent "Jef" refused to set limits or close the account, forcing me to continue playing while in a crisis.

 * Secondary Account and Internal Funding (January 15th): I created my second account on January 15th only after the casino failed to protect me on my primary one.

  The most critical proof is this: I made 12 direct transfers from my "Addicted" primary account to this new account.

 * The "Smoking Gun" (Bonus Denial): On the very same day (Jan 15th), the casino’s support identified the link between the accounts to deny me a deposit bonus. This proves the casino had the technical tools to identify me instantly.

 * Predatory Choice: The casino chose to recognize my identity to save money on a bonus, but "ignored" that same identity to allow me to lose over 6,300 EUR via internal transfers. They allowed an addict to cycle funds within their own internal wallet infrastructure for 10 days after the link was officially flagged.

My secundary account was funded 12 days after be opened with all my remaining money 6300 eur. They closed the account once I lost that amount. I got no refunds no excuses no apologies no bonuses nothing.

Conclusion: I am requesting a refund for all deposits made after January 9th. The casino had the knowledge, the tools, and the direct ledger evidence of my addiction, yet they chose profit over their Duty of Care.

Dear Jorgeadd1,

i can confirm I have received a response from the casino. I will update the thread soon.

Dear Jorgeadd1,

as many issues are currently unclear, I would like to ask you to send me the following information in one message, or, preferably, email at martin.l@casino.guru.

All of your self exclusion emails - forwarded to my email address, not screenshotted. This is important, as the actual emails are the strongest possible evidence.

Screenshots of all livechat conversations specifically mentioning gambling issues or addiction.

If possible, your playing or deposit history.

I also understand the convenience of using an AI tool to help with the writing, I often use it myself, but I would like to kindly ask you to adjust your prompt, so you can send us shorter, more concise messages. In the meantime, I will also contact a casino representative and ask him for more clarifications as well.

To understand why I am so distressed by Toshi.bet's behavior, please look at these direct quotes from my chat with agent "Jef" on January 13th, four days after I first declared my addiction:

1. Ignoring the Addiction Plea:

When I told the agent I was losing everything and needed to stop, his response was:

"We don't have that option to limit the account".

This directly contradicts their Responsible Gaming Policy which promises "deposit and wager controls".

2. Dismissive Attitude:

Instead of helping an addict in distress, the agent said:

"If you want to stop then stop playing".

This is a mockery of "Player Protection." An addict cannot simply "stop," which is exactly why self-exclusion tools exist.

3. Refusal to Escalate or Close:

Despite my repeated pleas, the agent ended with:

"I cannot do anything about it".

Technical Malice:

While they were "unable to do anything" to help me stop, they were perfectly able to:

- Process 12 internal transfers from my banned account to this active one.

- Track my source Bybit wallet to deny my bonus on Jan 15th.

They knew who I was. They saw the money coming from a banned addict's ledger. They chose to joke about my lack of willpower instead of following their own safety protocols.

I am sending the video recordings of these chats to your email to prove these transcripts are 100% authentic. This are the deposits on main account and the respective withdraws to secundary account. Don't forget the fact the secundary account was also funded from my private Bybit account. In total it was deposited over 7700 usd on the secundary account. All deposits are visible on the blockchain. This bybit deposits and withdrawals screenshots are taken from the main account. I don't have screenshots from the secundary account but I have it on the blockchain.

I resume after I asked for help on primary account they received over 2000 usd in primary account then over 7700 usd in secundary account.

Dear Jorgeadd1,

thank you very much for your swift response, Now we will need to wait for the casino representative's response.

I am writing to update and clarify the total amount of my refund request, based on the documented negligence of Toshi.bet. I am requesting the refund of:

1. Secondary Account Losses: Over $7,700 USD deposited after my self-exclusion was ignored. This account was funded via internal transfers from my banned UID, which the casino identified but failed to stop.

2. Primary Account Deposits (Post-Disclosure): $1,700 USD deposited on my primary account specifically after January 9th. This was the date I explicitly disclosed my addiction to support and begged for account limits or closure.

The justification is consistent:

- On January 9th, I declared my addiction and requested protection.

- The support agent lied, claiming they "didn't have the tools" to limit the account, while the casino continued to accept $1,700 in new deposits on that same account.

- When they finally "banned" the primary account, they allowed me to cycle those funds into a secondary account through their own internal ledger.

Toshi.bet had a Duty of Care from the moment of my disclosure on Jan 9th. By failing to act "instantly" as promised in their policy, they allowed a total loss of over $9,400 USD across both accounts.

I am providing all transcripts and video recordings that prove I requested help before these funds were lost.

Dear Martin,

I am writing to emphasize the absolute urgency of this case. As I have seen in other threads on this forum, players like "Samsam213" are reporting the exact same systemic failures: Toshi.bet completely ignores self-exclusion emails, reopens closed accounts, and their support agents simply stop responding when confronted with serious issues.

This is not just a technical dispute; it is a matter of health and basic survival for my family. The over $9,400 USD lost due to their direct negligence—after I explicitly begged for help on January 9th—has left me in extreme financial distress. I am currently struggling to cover essential costs like rent and household bills because the casino chose to ignore my addiction disclosure to keep my "deposit gate" open.

The evidence I provided (videos, blockchain TXIDs, and email headers) proves they had every tool to stop me but chose profit over their Duty of Care. Being mocked by support and told to "just stop playing" while in a crisis is unacceptable for any licensed operator.

I need a resolution ASAP. This delay is causing prolonged suffering to my family and aggravating my health condition. I hope the casino's response reflects the gravity of their failures documented here.

​Is there any update? Can we please resolve this situation with the urgency it requires?

​I am writing this in a state of absolute despair. I gambled an amount I couldn't afford—money that was not mine to lose. Because Toshi.bet failed to honor my addiction confession on Jan 9th and lied about closing my account, I am now in a life-threatening financial situation. I owe this money to dangerous individuals, and my physical safety is at risk every hour this remains unresolved.

Dear Jorgeadd1,

I am sorry to hear about your situation, we are currently waiting for more clarifications from the casino's side.

Thanks. In meantime from my end, can I do anything else? I just want to solve this, learned the lesson of not trusting unlicensed casinos already.

hi! sorry for pushing it but I'm really desperated due to the circunstancies. is there any update on case? why is toshi ignoring all my emails from both accounts? I can't have an answer on chat aswell.. I'm always banned without a reply on chat.

hi! is casino representative still disappeared?

Dear Jorgeadd1,

unfortunately, we haven't received another response just yet. That said, I've been in contact with the casino representative recently, so I believe it is just a matter of time.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Martin,

I'm desperated and they know. They don't care about me or this case. could you settle your decision based on the facts so at least their reputation become affected? is has been passed weeks and all my emails are ignored, all my chats are ignored... It is ridiculous

Hi Martin, are you able to discuss the missing points with casino directly? I believe they aren't aware to come to this thread providing any extra support on this.

The 14-day deadline for the casino to respond is expiring, and their silence is deafening. I want to highlight the most critical point regarding my secondary account (opened Jan 14th):

​Selective Protection: When I opened the secondary account, the casino's system instantly identified me as a duplicate user and denied my welcome bonus. This proves they linked my identity and my wallet to my primary self-excluded account from the very first second.

​Intentional Negligence: They used this detection to protect their own money (blocking the bonus), but "ignored" it to allow 12 consecutive days of deposits from a known addict. This is predatory.

​Documented Lies: On Jan 9th, agent Coco told me my account was closed. It wasn't. On Jan 13th, agent Jef mocked my addiction when I asked for a manual withdrawal to exit the site.

​

The Truth is Known: Even if they claim they didn't "know" then, they know it now. To keep the money from those 12 days of deposits—which their system should have blocked—is to profit from a systemic failure.

​The casino is clearly avoiding a response because the logs prove their liability. I request CasinoGuru to move forward with a ruling based on the evidence provided.

hello, can we finish this nightmare please? toshi representatives don't care about my life. Just end this please

please help me

The 14-day deadline has passed and the casino remains silent. I would like to highlight that, according to CasinoGuru’s own precedents, a "multi-accounting" rule is irrelevant when a self-exclusion is already in effect and the player's data can be easily matched.

​The match in my case was instant. The casino’s system identified my device and identity immediately to deny my welcome bonus. This proves they had the technology to link my account to my previous addiction disclosure, but chose to ignore it to allow 12 days of deposits.

​Furthermore, on Jan 9th, support explicitly confirmed my account was closed. This false confirmation led to my further losses.

​The casino is ignoring this complaint because they cannot justify using technology to protect their bonuses while failing to use it to protect a vulnerable player. I request that CasinoGuru moves forward with a ruling.

Dear parties,

as the casino has failed to provide sufficient evidence or clarification regarding the alleged violation of self-exclusion despite repeated requests and an extended response period, we are unable to fully assess the case from the casino’s side.

Due to the lack of cooperation and missing supporting documentation, this complaint will be closed as unresolved. This outcome will negatively affect the casino’s rating. Should the casino decide to provide the requested information in the future, the case may be reconsidered.

Dear Jorgeadd1,

I have tried to contact the casino multiple times but have had limited success. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through a website validator. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards

Martin

Dear parties,

we’ve reopened this complaint at the request of Toshi Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We will now setup an account for the casino representative and follow with the next steps shortly.

Thank you for reopening this case. I would like the casino to provide clear answers to these two points:

1. The "Done" Paradox: On Jan 9th at 08:05 PM, agent Coco confirmed: "Done, your account was closed already." Why was it reopened just minutes later without any request from me? In any responsible gambling framework, a closure following an addiction declaration must be final and irreversible.

2. The Secondary Account Negligence: The casino identified this account as a "Duplicate" on Day 1 just to deny me a bonus. Furthermore, for 12 days, they allowed blatant links between the accounts:

- I performed multiple internal transfers directly from my primary wallet to the secondary one within the casino platform.

- I asked support agents questions about my primary account while I was logged into the secondary one.

- I used the exact same Bybit wallet for deposits on both accounts.

How can the casino justify accepting over $8,000 in deposits when their own system, their internal wallet transfers, and their support staff saw the direct link to a self-excluded addict every single day? This is a clear case of a casino ignoring its own "Duplicate Account" and "Responsible Gaming" rules whenever it benefits their profit.

Dear Jorgeadd1,

thank you for your continued cooperation. First of all, I would like to confirm I have read the details of your case on the 3rd party website you've mentioned. As it is quite hard to navigate through the information, I would like to ask you to answer these questions.

1. When was your account demonstrably closed for the first time? I understand a livechat agent told you the account was closed, but until when were you still able to deposit and place bets?
2. Have you used the same device and IP address for your additional accounts?
3. Could you provide me with screenshots of your deposits made to the casino, with their times attached?

Dear Martin,

​To help me manage this, could you please clarify:

​What info is requested from Toshi.bet?

​Has the casino provided any private feedback yet, or are we only waiting for their public response?

​

Best regards,

Jorge

Dear Jorgeadd1,

I can confirm I am now in contact with the casino representative outside of the thread, I will update the thread soon.

Thank you for your message. I am looking forward to a fair resolution soon. I appreciate your efforts in handling this case.

Dear Martin,

To be perfectly clear and simplify the objective of this complaint, I am requesting a refund for the following:

1. Secondary Account Deposits: A total of $7,903 USDC deposited on the secondary account. This account was opened after my primary account should have been permanently closed for addiction. The casino admitted they identified this duplicate but deliberately allowed it to remain active for deposits.

2. Primary Account (Post-Closure): The specific amount of $1,650 USD (total of 3 transactions) accepted by the casino on January 9th, which was deposited just minutes after the agent confirmed via chat that my account was "closed already" due to addiction.

I want to emphasize that my total losses in this casino exceed an additional $7,500 USD on the primary account alone. However, this is not about those losses or seeking profit. I am only asking for the return of the specific funds ($7,903 + $1,650) that the casino knowingly accepted through gross negligence and breach of their own safety protocols.

Hi! you requested some screenshots of the deposits I only sent the ones from inside of primary account which I still have access. But I toke the evidence of the deposits now from my Bybit account (there you can see transfers to primary and secundary accounts)

I can provide every txid, everything that helps

They know they failed. I'm only asking them to revert this.

example of txid to primary account: https://explorer.solana.com/tx/4XzfzQLvJBWiK3U3gkEnLzRvDjpH6vmJdoy2YkiS13yXFfEwxkdSWo8cc73NaaZLvZ7oDsx1GK7bNwjhr48D8rat

example of txid to secundary account: https://explorer.solana.com/tx/3VUZgrV4sj8BAAK1ZHLXpRFYvcRw4UYmvBe463ALcNdbgB36o9yxzc345UaM8kmuXkCrgHoVqJJx1DrWCMFHBFQ8

besides the fingerprint of same device browser etc... internal transfers between those two accounts... same playstyle... all chats asking for my main account from the secundary account etc.

They destroyed my life. they know this and they are laughing on this, but I'll not forget what they did.

Dear Jorgeadd1,

thank you for the updates and cooperation.

Dear casino representative,

I have sent you an additional email.

Dear sirs,

Given the extreme urgency of my situation (the risk of being homeless this week), I want to propose a faster solution. If analyzing the full claim takes too much time, the casino could at least start by refunding the deposits from one of the accounts immediately.

Specifically, the $1,650 deposited in the primary account just 4 minutes after it was "closed" for addiction, or the $7,903 from the secondary account that they already admitted was a duplicate. 

Any immediate payment would allow me to pay my overdue rent and avoid eviction while you continue to analyze the rest of the case. This is a matter of basic human survival right now.

Dear Jorgeadd1,

I understand you found yourself in a difficult situation but this proposal is not viable at this point, as we first need to fully and undeniably determine which exact funds the casino might be liable for.

I understand the rules, but I kindly ask you to consider the extreme urgency here. This delay is destroying my life; I am facing eviction and immediate housing issues.

I beg the casino not to use these 7 days just to stall. If you need any proof of my situation—like my unemployment status or my communications with my landlady—I can send them immediately. This is not a bluff. Please don't let them drag this out while I lose my home.

Dear Martin,

As more days pass without any public update, I would like to ask if there has been any progress from the casino's side. Are they providing the information you requested, or are they simply remaining silent?

It is frustrating to see the case being delayed while the evidence of their negligence is so clear. I would appreciate knowing if the casino is actually engaging in this mediation or if we are just waiting for the timer to run out.

Dear Jorgeadd1,

thank you for your message and email. Currently, we are waiting for a response from a casino representative.

Yes, we have already received the first batch of requested information, we are now waiting for more clarification.

They don't care about this. it will be over in 5 days, I just hope you don't extend for more 7 days this time, those guys are destroying other's lifes.

tomorrow I'll be homeless and I'll start stage two of my defense on other media platforms. thanks anyway for all the effort

Martin, can you just tell everyone how many days has passed since the last activity from Toshi.bet on this case?

Also could you disclose what clarification are you requiring from them?

All clarifications you need for me are public, can you share to everyone what are we all waiting for exactly?

thanks

Hi Martin,

One technical point that is very important for the investigation:

I checked the timestamps and the casino reopened my account at 20:09 UTC (my deposit time), but I only said the phrase 'im not asking for it now' at 20:18 UTC. 

This means the casino didn't reopen the account because of what I said. They had already reopened it 9 minutes BEFORE I even spoke. They decided to ignore the addiction warning and the closure on their own, before I even opened my mouth. This destroys the Bitcointalk holydarkness argument.

Also, if I wanted to 'trap' the casino, I would have deposited everything in those first 4 minutes. But I didn't. I deposited over 12 days because I was struggling with addiction and they kept the door open despite knowing who I was (they identified the duplicate for bonuses).

This timeline proves it was a loss of control and predatory behavior by the casino, not a strategy by the player.

Thanks

Dear Jorgeadd1,

thank you for your continued cooperation. I would like to confirm that discussions are ongoing, we are currently waiting for some of your chatlogs.

Thanks! In meanwhile, I want to publicly request ONCE AGAIN for casino to provide me all the chats they had with me along with my transaction history, and bet history for primary and secundary accounts.

I requested it via chat and email and all I got is to be ignored.

Hi Martin,

To clarify: if you are waiting for logs, please let me know if I should provide more. Otherwise, I will wait for the casino's response.

I'd like to leave one final technical point: Toshi.bet is a No-KYC casino. They successfully identified my secondary account as a "duplicate" to deny me bonuses. This proves their system linked me to my first account (the one closed for addiction). They used this link to protect their profit (denying bonuses) but ignored it to allow my deposits.

Combined with the fact that the deposit was accepted at 20:09, before my 20:18 message, the negligence is clear. I will now wait for your verdict. Thank you.

Hello, the counter says it is waiting for my reply. Did I miss anything? or it is just an error? Thanks

Dear Jorgeadd1,

thank you for your continued cooperation.

Dear casino representative,

I have issued a response through email, please let us know your decision.

Dear parties,

I have sent you both an email, please review them at your earliest convenience,

thanks! I replied already

Are there any updates on this case?

I have a question for the casino: If I had made a profit on my secondary account, would you have paid me those winnings? Or would you have closed the account and voided the profits, as you do in similar cases involving duplicate accounts? 

It seems the rules are only followed when they benefit the house.

Dear casino representative,

I have sent you an email. Please let us know your final decision.

Dear parties,

Thank you for your involvement in the mediation of this case.

After evaluating all information, we want to emphasize the core issue: although the casino is able to detect and flag bonus-related activity on duplicate accounts immediately, the second account of a previously excluded and documented problem gambler remained fully active for 10 days. This demonstrates that while the current system may effectively support the casino’s operations in regards to players creating multiple accounts to gain advantage, it is not sufficiently secure for safeguarding vulnerable players. The protection mechanisms in place should ideally detect excluded or self-excluded players with at least the same urgency as bonus-abuse indicators.

We also want to acknowledge that this was not a clear-cut case. Other mediators have reviewed the same information and reached a different conclusion, and we fully respect this. Likewise, we are not fully siding with the player, and we do not believe the deposits made on the first account should be refunded.

We do believe, however, that the deposits made on his second account should not have been permitted by the casino’s system and should therefore be refunded. While his actions may have complicated the situation, we believe he is genuinely a player struggling with gambling issues rather than someone intentionally abusing the casino’s system. As this refund had not been granted by the casino, we were forced to close this complaint as unresolved, with a penalty to the casino's safety index.

Our position is different mostly because we place a stronger emphasis on responsible gambling safeguards, and in that aspect, we do not find the current setup sufficiently safe for someone struggling with addiction.

Thank you again to both sides for your cooperation throughout this process.

Best regards

Martin