The player's requesting a refund of his deposits as he is supposed to be self excluded. Since it was obvious that the player did not follow instructions from the casino team, we considered his refund request as unjustified, and rejected the case.
Estoril Sol Casino (ESC) - The player's requesting a refund of his deposits.
Amount: €5,000
Estoril Sol Casino (ESC)
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Estoril Sol Casino (ESC) has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Hello, I've been playing at this casino for about 2 years. A year ago I informed the casino that I was addicted to gambling and I have self-excluded several times since then and was able to re-open my account. I have stated at least 4 times that I am addicted to gambling and yet the casino has welcomed me with open arms. The casino knowingly accepts gambling addicts without hesitation and never thinks of preventing gambling addicts from playing. How can such a criminal casino get such a good rating from them. If nothing happens here in the casino's rating, then I see that they join the casino and don't take gambling addicts seriously either. I want my losses back since I first told the casino about my gambling addiction. I've had a lot of discussions with the casino but they say they don't want to pay back anything and they don't see anything wrong with knowingly accepting addicted gamblers. I have all the chats as evidence and I am still willing to clarify these things with the casino privately. But I want my deposits back since November 9th, 2021 because I told the casino about my gambling addiction on that day. Many Thanks
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2 years ago
Hello yasin61,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Estoril Sol Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you are keep reopening the same account or opening new ones? Can you please forward your first request to self exclude yourself from the casino to nikolas.b@casino.guru? When was the first and the last time you mentioned gambling addiction to the casino?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, I only have one account there. I first informed the casino at the beginning of November that I had a gambling addiction, but the account remained open. So far I've self-excluded myself 2 times and still been able to open the account with no problems and keep losing money. For a year I have reported to the casino several times about my gambling addiction, but they have not felt obliged to permanently close my account. I have all chats and information in black and white and can prove it. I don't understand how to welcome game addicts with open arms. I've been playing online for 8 years and no casino has behaved like this before, not even a Curacao casino. I'll send you all the evidence by tomorrow.
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2 years ago
Translation
Hello, meanwhile the casino offers me a :delete of gaming contract. I have not accepted this as I am afraid that doing so will mean that I am no longer entitled to my legitimate repayments. I've never been offered anything like this, only since I made a public complaint.
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2 years ago
Hello yasin61,
Can you please provide an evidence of your initial request? Please understand it that without it we can't move forward as we can't be sure whether you really did request for a self exclusion or not.
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2 years ago
Translation
I have emailed them to nikolas.b@casino.guru with all the proofs
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2 years ago
Translation
I see the casino has a rating of 8.3. I wonder how a casino can have such a rating that players with problematic gambling behavior or gambling addictions continue to allow full access to the casino knowing that the player is addicted. I have enough evidence to show this and they have already received this information. I hope this is taken seriously.
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2 years ago
Hello yasin61,
How much is your current balance in the casino? Can you please forward your first initial request for self exclusion?
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2 years ago
Translation
So here is an excerpt of how irresponsible Estoril sol Casino Portugal is: Me:You offer me your services with open arms, you know i am addicted to gambling and my account is still open
Estoril support: According to our previous messages, we inform you that our website complies with its obligations regarding Responsible Gaming and provides the necessary tools for customers to Self-Exclude at any time, as instructed by the Portuguese Gambling Regulatory Entity (SRIJ).
You can see that you don't want to close the account. Self-exclusion is useless because you can always open the account again, albeit with a waiting period.
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2 years ago
Translation
Any news? About 35 days ago I started this complaint. Deposits, etc. And I still have full access to the casino account, but I guess nobody cares. The main thing is that the casino has an 8.3 top rating.....
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2 years ago
Hello yasin61,
Please note that you still did not send us the initial self exclusion request which you requested in May.
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2 years ago
Translation
I have already sent you everything, also via email. I selected my applications myself on the casino site. You certainly don't need any more information. They also have several pieces of information where I tell the casino about gambling problems. But the main thing is that my account is still open there.... I guess nobody cares. I will also open a thread to show everything so you can see how such a casino has such a good rating from you...
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2 years ago
Hello yasin61,
Without the initial request for self exclusion, there is basically no way to help you get back any of your deposits. On the other hand, if your account is still active, that is definitely an issue as you mentioned gambling addiction since.
I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi yasin61,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
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.
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1 year ago
Dear yasin61,
I have communicated with the casino team, and I need one more information to confirm. Based on the evidence provided, I can see one chat from 9.11.2021 where you requested refund because they allowed you to play while being self-excluded for the reason of gambling problem in another casino.
In your initial message, you have mentioned, I have stated at least 4 times that I am addicted to gambling. Please, could you provide me with supporting evidence?
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1 year ago
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.
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1 year ago
Translation
So I have now sent you the proof by e-mail where I have reported my gambling addiction/problems to the casino several times. By the way, my account there is still fully active, hasn't been blocked, I can play deposits etc. I still have several chats if needed. However, I would like to say that I am still interested in an internal solution with the casino. This has not worked so far, but maybe the casino will find a solution with you that would be ok for both sides.
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1 year ago
Dear yasin61,
I am very sorry about the situation, but after concluding all the information, I believe you are not entitled to receive the refund. Self-exclusion process differs by the casino and regulator. Based on the evidence provided, it is clear that you have been informed of how you can permanently self-exclude your account. Of course, the best practice would be to close your account after you informed the team, however it is clear that you received the exact instructions, therefore you also do carry responsibility to finish the process. I am very sorry, but I am forced to reject your case.
You have every right not to agree with my decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.
Best regards, Jozef
