Vegasino Casino - yleistä keskustelua (sivu 6)

I don't want to get into the merits but just give some advice, I have the same problem as you, I excluded myself from Italian AAMS casinos and unfortunately I "fell back" to non-AAMS ones. I solved it by installing Gamban on all the devices in my possession. Block any access to casino sites and derivatives

Non voglio entrare nel merito ma dare solo un consiglio, ho il tuo stesso problema, mi sono autoescluso dai casino AAMS Italiani e purtroppo sono "ricaduto" in quelli non AAMS. Ho risolto installando Gamban su tutti i dispositivi in mio possesso. Blocca qualsiasi accesso a siti di casino e derivati

As soon as I get my money back, I will definitely do it. However, since I had this problem, I have not used any site. If the only option is to lose, what's the point? I had already found the APP of course. Thanks Michele. In the end, did you manage to withdraw?

Non appena avrò recuperato le somme, lo farò sicuramente. Comunque da quando ho avuto questo problema, non ho più utilizzato nessun sito. Se l'unica opzione è perdere, che senso ha? Avevo già trovato l'APP naturalmente. Grazie Michele. Alla fine tu sei riuscito a prelevare?

Thank you for your suggestion regarding **Gamban** and the experience you shared. Indeed, the problem of self-exclusion is quite complex, especially when there are so many platforms that are not subject to strict regulations like AAMS casinos.

Using tools like Gamban is certainly a useful solution for blocking access to such websites. However, the main issue I face is that the platforms I played on **should have applied my self-exclusion** to all their sister sites, which unfortunately did not happen.

I hope the relevant authorities take action and ensure that responsible gambling policies are implemented properly so that we do not have to rely solely on external tools.

Σε ευχαριστώ για την πρότασή σου σχετικά με το **Gamban** και την εμπειρία που μοιράστηκες. Πραγματικά, το πρόβλημα του αυτο-αποκλεισμού είναι αρκετά περίπλοκο, ειδικά όταν υπάρχουν τόσες πλατφόρμες που δεν υπόκεινται σε αυστηρούς κανονισμούς όπως τα καζίνο AAMS.

Η χρήση εργαλείων όπως το Gamban είναι σίγουρα μια χρήσιμη λύση για τον αποκλεισμό πρόσβασης σε τέτοιες ιστοσελίδες. Ωστόσο, το βασικό ζήτημα που αντιμετωπίζω είναι ότι οι πλατφόρμες στις οποίες έπαιξα **θα έπρεπε να είχαν εφαρμόσει τον αυτο-αποκλεισμό μου** σε όλα τα αδελφά sites τους, κάτι που δυστυχώς δεν συνέβη.

Ελπίζω οι αρμόδιες αρχές να αναλάβουν δράση και να διασφαλίσουν ότι οι πολιτικές υπεύθυνου στοιχηματισμού εφαρμόζονται σωστά, ώστε να μην χρειάζεται να βασιζόμαστε αποκλειστικά σε εξωτερικά εργαλεία.

Yes I have to be honest after 3 days the sums were paid regularly. About not using anything anymore I agree with you...

Si devo essere sincero dopo 3 giorni le somme sono state pagate regolarmente. Sul fatto di non utilizzare più nulla sono d'accordo con te...

All true but unfortunately we also have to put in a bit of our will, after all their interest is to have you as a customer and they do everything not to lose you, we should be the ones who "limit ourselves"..

Tutto vero ma purtroppo bisogna metterci anche un po della nostra volontà, del resto il loro interesse è averti come cliente e fanno di tutto per non perderti, dovremmo essere noi che "ci limitiamo"..

"Following my previous message..."

I would like to add that my investigation has uncovered additional evidence that reinforces the fact that NovaForge Ltd manages its platforms centrally, rendering self-exclusion meaningless when applied to individual websites.

More specifically:

The IP addresses of the platforms belong to the same subnet, which indicates shared hosting and unified management.

The same live support system is used across all platforms, confirming the existence of a unified customer management backend.

Therefore, the company's refusal to implement horizontal self-exclusion raises serious ethical and compliance issues with the principles of responsible gambling.

I expect an immediate response from the competent authorities and a review of the self-exclusion policy by NovaForge Ltd, in order to avoid further violations.

"Σε συνέχεια του προηγούμενου μηνύματός μου..."

Θα ήθελα να προσθέσω ότι η έρευνά μου αποκάλυψε επιπλέον στοιχεία που ενισχύουν το γεγονός ότι η NovaForge Ltd διαχειρίζεται τις πλατφόρμες της κεντρικά, καθιστώντας τον αυτο-αποκλεισμό άνευ ουσίας όταν εφαρμόζεται σε μεμονωμένες ιστοσελίδες.

Πιο συγκεκριμένα:

Οι IP διευθύνσεις των πλατφορμών ανήκουν στο ίδιο subnet, γεγονός που υποδηλώνει κοινή φιλοξενία και ενιαία διαχείριση.

Το ίδιο σύστημα ζωντανής υποστήριξης χρησιμοποιείται σε όλες τις πλατφόρμες, επιβεβαιώνοντας την ύπαρξη ενιαίου backend διαχείρισης πελατών.

Συνεπώς, η άρνηση της εταιρείας να εφαρμόσει οριζόντιο αυτο-αποκλεισμό εγείρει σοβαρά ζητήματα ηθικής και συμμόρφωσης με τις αρχές του υπεύθυνου στοιχηματισμού.

Αναμένω την άμεση ανταπόκριση των αρμόδιων φορέων και την αναθεώρηση της πολιτικής αυτο-αποκλεισμού από τη NovaForge Ltd, προκειμένου να αποφευχθούν περαιτέρω παραβιάσεις.

Again....you had already written it

Ancora.... l avevi già scritto

So, does it mean that you have made a successful withdrawal from this casino before?

I would surely suggest you file a complaint here so our team can intervene in your case after the 14-day time period from the date you have requested the withdrawal.

If you are interested, please use this link and describe the situation. You will be informed about the next steps later on.

I am really sorry for your situation, but unfortunately our team was not able to help you out, and the reason was explained in detail in your complaint:

"Platform Connection and Ethical Responsibility

I cannot confirm any direct connection between Robocat and Vegasino, even though their websites may appear similar. There is no clear confirmation that they share a player database or any other direct operational link. Even if there is some overlap in employees, Anjouan Gaming’s regulations require self-exclusion to be handled individually for each casino. Players must request self-exclusion at each platform separately, regardless of any perceived connection between casinos.

Self-Exclusion Process

Since you opened your account with Vegasino after requesting self-exclusion from Robocat, it would have been impossible for Robocat to self-exclude you from Vegasino at that time, as no record of your Vegasino account existed.

Responsible Gaming Violation

While I understand your concerns regarding responsible gaming practices, the regulations of Anjouan Gaming differ significantly from those of stricter jurisdictions such as the UKGC or MGA. Under Anjouan’s licensing, self-exclusion is not applied across platforms automatically, which reflects the legal framework of that jurisdiction. This limitation is not an intentional violation of responsible gaming principles by the casino, but rather an issue of jurisdictional regulations.

Request for Refund

Your request for a refund of €3,800 is based on the argument that the violation of self-exclusion principles led to your deposits at Vegasino. However, since self-exclusion is not enforced across platforms under the Anjouan license and your Vegasino account was created after your self-exclusion at Robocat, the casino cannot be held liable for failing to implement a cross-platform exclusion.

Casino Guru’s Role

I want to assure you that Casino Guru takes ethical responsibility and responsible gambling very seriously. However, our role is to assess complaints based on the facts and the regulatory framework governing each casino. In this case, we cannot hold the casino accountable for cross-platform self-exclusion when this is not required by their license.

EGBA, UKGC, MGA Regulations

While the examples you provided highlight stricter self-exclusion practices under the EGBA, UKGC, and MGA, these regulations do not apply to casinos licensed under Anjouan Gaming.

Given the circumstances, I regret to inform you that I have no other option but to reject your complaint as unjustified.

If you have further concerns or new information to share, please feel free to reach out. However, based on the facts available, we are unable to pursue the matter further."

So, if you read the last sentence from Petronela, you can see that only if you have any new information to share, our complaint team will review your case. Otherwise, there is nothing more we can do for you.

Please also keep in mind our cooperation with the Betblocker, which was recommended to you previously. It really can help people in your situation, and if you seek any other help, I wish you all the luck in getting everything under control.

Hello,

I would like to share my experience and raise some important questions regarding the management of platforms operating under the license of **NovaForge Ltd**, which allows dozens of online casinos to operate under a common license.

### 1. How is it possible for the same person from **live support** to answer simultaneously for different platforms?

When I contacted live support at both **Robocat** and **Vegasino**, I found that the **same person** responded to my requests. This raises questions about **shared data management** and whether these platforms are truly independent. If they are separate companies, how is it possible to have centralized support from the same staff?

### 2. Doesn't the existence of a joint license mean joint responsibility for self-exclusion?

NovaForge Ltd operates dozens of platforms under the same license. According to the principles of responsible gambling, shouldn't a self-exclusion apply to **all** of the company's platforms? Why is it allowed to register and play on another platform after self-exclusion?

### 3. Playtech confirmed that Vegasino is using its software illegally – how is it possible that it continues to operate?

I have received a response from Playtech confirming that the **Vegasino** platform is using their software without a valid license. This raises serious questions about the legality of their operations and transparency towards players. How can they continue to operate without legal consequences?

I would like to hear the opinions and experiences of other players who have faced similar situations. Do you think these practices are acceptable? Is it time to take action and inform the relevant authorities?

We are facing a situation where players are left unprotected, and we need to find ways to ensure that the right rules are applied for everyone.

Γεια σας,

Θα ήθελα να μοιραστώ την εμπειρία μου και να θέσω ορισμένα σημαντικά ερωτήματα σχετικά με τη διαχείριση των πλατφορμών που λειτουργούν υπό την άδεια της **NovaForge Ltd**, η οποία επιτρέπει σε δεκάδες διαδικτυακά καζίνο να λειτουργούν κάτω από μια κοινή άδεια.

### 1. Πώς είναι δυνατόν το ίδιο άτομο από το **live support** να απαντά ταυτόχρονα για διαφορετικές πλατφόρμες;

Όταν επικοινώνησα με το live support τόσο στη **Robocat** όσο και στη **Vegasino**, διαπίστωσα ότι το **ίδιο άτομο** απάντησε στα αιτήματά μου. Αυτό εγείρει ερωτήματα σχετικά με την **κοινή διαχείριση των δεδομένων** και το κατά πόσο αυτές οι πλατφόρμες είναι πραγματικά ανεξάρτητες. Εάν πρόκειται για ξεχωριστές εταιρείες, πώς γίνεται να υπάρχει κεντρική υποστήριξη από το ίδιο προσωπικό;

### 2. Η ύπαρξη κοινής άδειας δεν σημαίνει κοινή ευθύνη για τον αυτο-αποκλεισμό;

Η NovaForge Ltd λειτουργεί δεκάδες πλατφόρμες κάτω από την ίδια άδεια. Σύμφωνα με τις αρχές του υπεύθυνου στοιχηματισμού, δεν θα έπρεπε ένας αυτο-αποκλεισμός να ισχύει σε **όλες** τις πλατφόρμες της εταιρείας; Γιατί επιτρέπεται η εγγραφή και το παιχνίδι σε άλλη πλατφόρμα μετά από αυτο-αποκλεισμό;

### 3. Η Playtech επιβεβαίωσε ότι η Vegasino χρησιμοποιεί το λογισμικό της παράνομα – πώς είναι δυνατόν να συνεχίζει να λειτουργεί;

Έχω λάβει απάντηση από την Playtech που επιβεβαιώνει ότι η πλατφόρμα **Vegasino** χρησιμοποιεί το λογισμικό της χωρίς έγκυρη άδεια. Αυτό εγείρει σοβαρά ερωτήματα σχετικά με τη νομιμότητα των λειτουργιών τους και τη διαφάνεια προς τους παίκτες. Πώς μπορούν να συνεχίσουν να δραστηριοποιούνται χωρίς νομικές συνέπειες;

Θα ήθελα να ακούσω τις απόψεις και τις εμπειρίες άλλων παικτών που έχουν αντιμετωπίσει παρόμοιες καταστάσεις. Πιστεύετε ότι αυτές οι πρακτικές είναι αποδεκτές; Μήπως είναι καιρός να αναλάβουμε δράση και να ενημερώσουμε τις αρμόδιες αρχές;

Αντιμετωπίζουμε μια κατάσταση όπου οι παίκτες αφήνονται απροστάτευτοι, και πρέπει να βρούμε τρόπους να διασφαλίσουμε ότι εφαρμόζονται οι κατάλληλοι κανόνες για όλους.

If I may answer. I believe that if you feel that the licensing authority should be contacted, you surely do so. They should check all these you have mentioned.

Dear Romi,

I would like to inform you that I have already filed a complaint with the Anjouan Gaming Authority and am awaiting their response. However, I also expect Casino Guru to take appropriate action against the casino.

Your inaction does not help to resolve the problem, as the evidence I have provided is irrefutable and I am amazed why it is not being adequately investigated by your team. I also believe that the rating of this casino on Casino Guru should be much lower, given the serious irregularities that have been identified.

I await your next actions.

Best regards,

Αγαπητή Romi,

Σας ενημερώνω ότι έχω ήδη υποβάλει καταγγελία στην Anjouan Gaming Authority και αναμένω την απάντησή τους. Παρ' όλα αυτά, αναμένω και από το Casino Guru να προβεί στις κατάλληλες ενέργειες προς το καζίνο.

Η αδράνειά σας δεν βοηθά στην επίλυση του προβλήματος, καθώς τα στοιχεία που έχω προσκομίσει είναι αδιάσειστα και απορώ γιατί δεν διερευνώνται επαρκώς από την ομάδα σας. Επίσης, θεωρώ ότι η βαθμολογία του συγκεκριμένου καζίνο στο Casino Guru θα έπρεπε να είναι πολύ χαμηλότερη, δεδομένων των σοβαρών παρατυπιών που έχουν διαπιστωθεί.

Αναμένω τις επόμενες ενέργειές σας.

Με εκτίμηση,

It's been almost 2 weeks that my account on vegasino is blocked and I am banned from the Chat service. But how is all this possible? They didn't even ask me to verify my account. They can't steal my money!

Sono ormai quasi 2 settimane che ho il conto bloccato su vegasino e mi è interdetto il servizio Chat. Ma come è possibile tutto questo? Non mi hanno nemmeno chiesto la verifica del conto. Non possono rubarsi i miei soldi!

Unfortunately, to tell you the truth, we have no such power, and as I said, these kinds of things and acusations can be only investigated and regulated by the licensing authority.

And without any confirmation from the licensee, we are not able to do anything.

I hope you can understand our position.

Please inform us if you have any updates.

I can see that your complaint is being taken care of by our team, so please wait until there will be some movement visible.

You will be informed about next steps, and hopefully soon we'll be able to find out what exactly is going on there.

Dear Romi,

Thank you for your response. However, I would like to point out that I have in my possession an official confirmation from Playtech, which explicitly states that the Vegasino platform is using its software illegally. This is irrefutable evidence that the casino is violating the law and the ethical principles of responsible gambling.

I would expect Casino Guru to take this seriously and take appropriate action, such as downgrading the casino's rating or even warning users about the lack of Playtech licensing.

Your position, that you cannot take action without confirmation from the licensing authority, is understandable, but the existence of documented evidence from a leading software provider should not be ignored.

I await your actions and remain at your disposal to provide you with the relevant evidence proving the above.

Αγαπητή Romi,

Σας ευχαριστώ για την απάντησή σας. Ωστόσο, θα ήθελα να επισημάνω ότι έχω στην κατοχή μου επίσημη επιβεβαίωση από την Playtech, η οποία αναφέρει ρητά ότι η πλατφόρμα Vegasino χρησιμοποιεί παράνομα το λογισμικό της. Αυτό αποτελεί αδιάσειστο στοιχείο που αποδεικνύει ότι το καζίνο παραβιάζει τη νομοθεσία και τις δεοντολογικές αρχές του υπεύθυνου στοιχηματισμού.

Θα περίμενα από το Casino Guru να λάβει σοβαρά υπόψη αυτό το στοιχείο και να προχωρήσει στις κατάλληλες ενέργειες, όπως η υποβάθμιση της βαθμολογίας του καζίνο ή ακόμα και η προειδοποίηση προς τους χρήστες για την έλλειψη αδειοδότησης από την Playtech.

Η θέση σας, ότι δεν μπορείτε να αναλάβετε δράση χωρίς επιβεβαίωση από την αδειοδοτούσα αρχή, είναι κατανοητή, αλλά η ύπαρξη τεκμηριωμένων αποδείξεων από έναν κορυφαίο πάροχο λογισμικού δεν θα έπρεπε να αγνοηθεί.

Αναμένω τις ενέργειές σας και παραμένω στη διάθεσή σας για να σας παρέχω τα σχετικά στοιχεία που αποδεικνύουν τα παραπάνω.

Did you send this document to the licensing authority already?

If you wish, you can provide it to our data team so they can check it out as well. Just send it with the whole explanation to data@casino.guru, please.

Dear Romi,

Thank you for your response.

I would like to inform you that the response from Playtech was received after I submitted my complaint. Therefore, I did not have the information you requested available previously.

Αγαπητή Romi,

Σας ευχαριστώ για την απάντησή σας.

Θα ήθελα να σας ενημερώσω ότι η απάντηση από την Playtech ελήφθη μετά την υποβολή της καταγγελίας μου. Επομένως, δεν είχα προηγουμένως διαθέσιμα τα στοιχεία που ζητήσατε.

But you still can provide it now. Right?

Good evening everyone, unfortunately and I repeat unfortunately I am in the same situation as you today I have been waiting 4 days since the withdrawal request last Tuesday, but unfortunately nothing every time they tell me not to worry, regarding self-exclusion, I had done it but playing on Playzilla I could withdraw without problems within 3 days

Buonasera a tutti , purtroppo è dico purtroppo sto nella vostra stessa situazione oggi sono 4 giorni di attesa dalla richiesta del prelievo di martedì scorso , ma purtroppo nulla ogni volta mi dicono di non preoccuparsi , per quanto riguarda auto esclusione ,l avevo fatta però giocando a playzilla potevo prelevare senza problemi entro 3 giorni