EgoCasino - Player is suggesting that his country should have been listed between restricted ones.

Hi

i opened an account with this casino few weeks ago. I have deposited and lost 380$ Then I closed my account. Following day I was trying to check that casino it says my country is restricted for playing in this casino. I asked their support they said it’s my responsibility. How could their website is active to Australian players for restricted country region? They were breached the international laws. Please help me to get refunds from the casino. How could they let Restricted region people to register in their casino. It clearly seen they breach the laws please inform other players to aware of this casinos.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://egocasino.com/en/p/rules:

"Users located in the Netherlands, France, the Dutch West Indies, Israel, Moldova, the United Kingdom or the United States and its territories are prohibited from creating and / or replenishing an account. The company reserves the right to make changes to the list of prohibited countries without prior notice. The user agrees not to open or use the account on the resource, being in one of these jurisdictions. Also in this case, it is forbidden to use your payment card or electronic wallet to make payments on our website."

Could you please advise why do you believe that Australia should have been listed between restricted countries? Meanwhile, I have been assured by a live chat agent that they indeed accept players from your country.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

hi

i can’t able to read their terms and conditions because of the website not available in my region today but yesterday avaialable. Please ask them why does the website available yesterday today not?

Hi

please ask them about Their website in Askgamblers says my country allowed. Their website was available to me weeks ago and let me opened a account and make deposits. But today their website not available, please ask them why?

Thank you, Anto1318, for your reply. Could you please try the following link? I have been advised by the live chat to use it and it worked perfectly. Please let me know if this advice was helpful, or we need to intervene. Thank you in advance. 

https://1.egocasino3.com/ru/

Dear Anto1318,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi

i already self excluded in their sister sites before because of addiction. Can I able to change this complaint to self exclusion.

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why? 

Dear Anto1318,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you, Anto1318, for the forwarded live chat transcript. Unfortunately, the conversation is related to two completely different casinos. Are you sure you’ve sent the correct one? 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi

these are the sister sites of egocasino. I already self excluded in zigzag777 before because of addiction. They accepted during the chat they are having sister sites.

Thank you, Anto1318, for your reply. I have checked the terms and conditions of EgoCasino, and this is what I found https://egocasino.com/en/p/rules:

"The user can also permanently block his game account on the resource. To do this, when requesting mail, you must specify the reason for the lock and that the account must be closed without the right to restore. If the user decided to block his account due to problems with excitement, he undertakes to independently contact all other resources with a request to block the account, since closing an account on our resource does not mean closing accounts in other casinos."

It means that even if all three websites are related, you need to request a self-exclusion with each casino independently. Have you requested it with the EgoCasino specifically? What was the reason for the previous self-exclusion? Looking forward to hearing from you. 

Hi

i was self excluded my account with their sister sites because of addiction. I have requested ego casino to close my account permanently after I lost my deposits. What about if we win big money after we informed our addiction to their sister sites, will they proceed the withdrawals? I have seen lots of casino doesn’t follow responsible gaming until players win big money. If we win they will simply say we had a account with their groups can’t proceed the withdrawals.

Could you please forward your request for Ego Casino to close the account permanently?

Hi

i sent the evidence to your mail address

Thank you, Anto1318, for your reply. Please understand, that without supporting evidence it is close to impossible to proceed with this case. Since I didn’t receive any relevant communication proving that you have requested a self-exclusion due to a gambling problem from any of the sister casinos, I’m afraid I will be forced to reject your complaint. 

Please allow me to explain a difference between closing an account and a self-exclusion:

What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - a player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

However, if a casino is part of a group and a player self-excludes themselves from one website, it doesn’t necessarily mean, that their accounts will be cancelled automatically across the entire brand. 

Once again, if you could forward the relevant communication confirming your self-exclusion due to a gambling problem from any of the sister casinos, it would be very much appreciated, otherwise, I will be forced to reject your complaint. I will be waiting for your reply patiently.

Dear Anto1318,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.