Dbosses Casino - Player seeks refund due to gambling addiction and lack of protection.

Dear Sir, Madam,

Because of a negative communication with Dbosses casino I have to ask you for more help. This because it’s already a long discussion.

I lost around €3000 at Dbosses Casino end of December 2023. I excluded myself there because of a heavy gamble addiction.

Starscream limited let me open a account on there casino in December 2023. BEFORE I start playing at Dbosses they new I had a big gamble addiction. I was already self excluded for this reason for example BluVegas and Sugar Casino, also part of them. Also there was NO KYC procedure before I start playing.

I feel that they didn’t take their responsibility to protect me and ask friendly to credit my losses back.

I registered at the casino with username: martinoonk

Hope you can help me.

Regards,

Martin

Dear martino18021980,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Dbosses Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Thanks for your quick answer. I registered at 22th December and directly at 22 December I ask for self exclusion and send them also a extra email about my problem.

Before 22th December 2023 I was already blocked at a lot of casino’s they also own.

I feel absolutely not protected, Starscream Casino new about my problem. Also there was no KYC from the casino side while I was depositing a lot.

Regards,

Martin

Dear martino18021980,

How much did you deposit exactly? When did the casino block your account?

Please keep in mind that any deposits made before your self-exclusion request or 48 hours after are non refundable.

Thank you. I checked and I deposited €2450 all on 22 December, also the day from self exclusion. I understand the policy. For me is that they didn’t protect me while the comapny new that I had a big gambling problem and was already self excluded on a lot of partners casino’s for Starscream Limited.

Also there was no KYC at all. Also not good.

Last but not least I have a document from the Dutch government that forbid me to gamble. If you want to read it I can send it to you?

Dear martino18021980,

Unfortunately, any exclusion issued by your country is specific only for casino with license in that country so it has zero effect in this case. Also an exclusion in one casino does not mean that it is effective in all of the casino within the same group.

As stated above, any deposits prior to that time are not eligible for refund.

Is there anything else we could assist you with?

no

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.