Arlequin Casino - Pelaajan tiliä tutkitaan vastuullisen pelaamisen rikkomusten varalta.

To whom it may concern,

I am a French resident and have been officially registered as a self-excluded player by the Autorité Nationale des Jeux (ANJ) since September 2023, with this exclusion valid until September 2026. (Please see attached proof of registration in the national exclusion list.)

Despite this, I was able to register, deposit funds, and gamble on these platforms without any restriction. This constitutes a serious breach of responsible gambling policies. I made repeated deposits — up to €2,000 per day.

As specified in the general conditions of Harlequin:

6.1. Harlequin is committed to promoting responsible play. We will analyze your game history and apply measures to detect and identify problematic gambling behaviors using analytical tools and/or behavior monitoring systems. In accordance with our obligations, we must take measures to prevent possible additional damage when we identify problematic gambling behavior.

In addition, they necessarily realized that the game was not responsible following several self-exclusions and restrictions that I had put in place and which were canceled.

Despite this commitment, the casinos failed to detect or act upon my exclusion status and problematic deposit behavior. They even verified my account during this period, yet did not take appropriate measures to block my access.

Furthermore, under EU consumer protection law, any online transaction is subject to a 14-day withdrawal period, which should also apply to digital services when no irreversible consumption has occurred.

I don’t know the correct amount they have to send me because i can’t access my account now, but it’s around 10 000€

In light of these facts, I am formally requesting:

1. A full refund of all deposits made during the period of my gambling exclusion.

2. An internal investigation into the breach of your responsible gambling policy.

3. Immediate closure of my accounts to prevent further harm.

If no satisfactory resolution is provided, I will escalate this case to the relevant regulatory authorities, legal counsel, and consumer protection agencies.

Thank you for your attention to this serious matter. 

Sincerely

Dear Thdn,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you contacted Arlequin Casino directly to request the closure of your account due to gambling addiction? If so, kindly forward me the account closure requests you sent along with the casino's responses at [email protected].

When was the first time you requested your casino account be closed?

When exactly did you pass the full KYC verification?

Is your account currently blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I was the one who contacted the casino to inform them of this problem and ask them for a refund.

For about a week, I have been asking them every day to close my account because I do not recover the lost money and he offers me each time, a bonus to make me stay.

My kyc verification was passed in April 2025.

My account has been blocked since yesterday.

I would like to add the details of the deposits as well as the self-exclusions:

You have made a total deposit of €17,855 and withdrawn €550 since your registration.

You have carried out several self-exclusions:

04/29/2024 to 05/29/2024

08/23/2024 to 09/22/2024

10/31/2024 to 11/30/2024

01/23/2025 to 02/22/2025

07/04/2025 to 07/05/2025

The risk behavior and responsible gaming analysis tool, as mentioned in their general conditions in article 6, must not work.

Thank you in advance for your help.

Je tiens à rajouter les détails des dépôts ainsi que des auto-exclusion :

Vous avez effectué un total de dépôt de 17 855€ et retiré 550€ depuis votre inscription.

Vous avez effectué plusieurs auto-exclusions : 

29/04/2024 au 29/05/2024 

23/08/2024 au 22/09/2024 

31/10/2024 au 30/11/2024 

23/01/2025 au 22/02/2025 

07/04/2025 au 07/05/2025

L’outil d’analyse des comportements à risque et du jeu responsable, comme mentionné dans leur conditions générales à l’article 6, ne doit pas fonctionner.

Merci par avance pour votre aide.

Thank you for your response and for your email. I'm glad to hear that your account has now been successfully closed.

However, after reviewing the screenshots you provided, it appears that gambling addiction was not mentioned as the reason for your account closure request at any point. Unfortunately, we are only able to request a refund of lost deposits in cases where the player has clearly stated they are struggling with a gambling problem and requested self-exclusion, and the casino failed to act accordingly.

In your messages, the concerns you raised focused on insufficient bonuses and low withdrawal amounts. From our point of view, this cannot be considered a valid self-exclusion request.

Additionally, we’d like to clarify that since this casino does not operate under a license issued by France, it does not have access to the French national self-exclusion registry.

Please let me know if there is anything I might have overlooked or misunderstood, otherwise, I will be forced to close your complaint.

Thank you for your understanding.

Hello,

It was stated during my multiple self-exclusions that it was due to the fact that I was playing too much or had lost too much.

Additionally, various exchanges took place via the online chat recently, and I do not have the records of those conversations.

Of course, during the most recent exchanges in May, it was not explicitly stated that it was due to excessive gambling, even though I did mention that I had lost too much.

However, for all the self-exclusions, the reason was clearly due to excessive gambling or significant losses and tell in live chat.

I would like to add that some deposit limits were removed, and following that, large deposits were made. Out of the €17,000, the majority occurred in April and May 2025.

According to the general terms and conditions, it is the casino’s responsibility to ensure responsible gambling, which was not the case here.

I demand a refund of the funds, at least from the moment my account was verified, as this occurred after multiple self-exclusions.

Thank you for your help!

I sent you another email with a screenshot of an email dated July 15, 2024, in which I explained that I was unable to stop playing and that I was spending too much money. That email, by the way, went unanswered.

Thank you for looking into this.

Dear Thdn,

Thank you for the additional details and for forwarding the screenshot of your July 2024 email.

We’ve carefully reviewed all the information provided, including your history of temporary exclusions and the content of your communications with the casino. Based on this review, we must respectfully inform you that we are unable to support your request for a refund.

To clarify:

• Temporary "cooling-off" periods such as the ones you initiated (each lasting one month or less) are not equivalent to formal self-exclusions, which must last at least six months to meet responsible gambling standards.
• We did not find clear evidence that you explicitly declared a gambling addiction or requested a permanent self-exclusion due to problem gambling until very recently.
• The casino in question does not operate under a French license, which means it does not have access to the French national self-exclusion register (ANJ). It is therefore not technically possible for the operator to enforce exclusions registered with French authorities.

While we understand your concern about the effectiveness of the casino's responsible gambling tools, the grounds for a refund are limited to situations where a casino failed to act on a direct and explicit self-exclusion request related to problem gambling. Unfortunately, we cannot confirm that such a request was made in this case.

We appreciate your understanding and are now closing this complaint as rejected. If you believe there has been a legal or regulatory breach, we encourage you to contact the relevant licensing authority.

Best regards,

Veronika

Casino.Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.