firevegas Casino - Player's self-exclusion request is ignored.

Hi,

On 2023-06-30 i sent an email to Slotnite casino stating:

"Hi,

I would like to permanently lock my account because i have a gambling problem.

I also would like to be locked from all white hat gaming limited casino sites."

Yet after this i was able to loose money on there sister site firevegas.

I sent an email to firevegas asking for a refund since i should never have been able to play at their casino.

They answered that they could not find the email sent to slotnite, they agreed there would have been a breach had my email been sent.

I forwarded the email, took a picture from my sent box and saved the sent it as an attachement.

They the looked in to it for 10 days and claimed they still couldnt find it in there system.

If there system failed to recieve it there should stil be a refund. I have proof and have proven that the email was sent.

Dear Kottig,

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

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Have you received any confirmation of your original request? When did you open firevegas Casino account?

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.

Looking forward to hearing from you.

Best regards,

Petronela

Hi,

Forwarded everything.

Not sure when it was opened unfortunately.

Actually since its a Malta license IF an account is locked due to gambling problems the ban is supposed to be across the license. Wich the casino agreed to.

Thank you, Kottig, for the forwarded communication. Do I understand correctly that firevegas Casino received another email from you on the 13th of July and that is when all your accounts across the network were closed indefinitely?

Have you ever received any confirmation from Slotnite Casino that they received your initial email from the 30th of June?

Hej,

Stämmer bra. Fick ingen återkoppling alls från Slotnite

I'm sorry but if you haven't received any confirmation from Slotnite Casino, there's not much we can do for you. Have you made any additional attempts to contact Slotnite between the 30th of June and the 13th of July?

Hi,

I sent a clear email stating my gambling problem and a request to lock account. As a gambling addict i try to send as many emails as possible about locking accounts and restrict my gambling as part of my rehabilitation proccess. Some sites answer some dont. If i send an email clearly stating my problem and request i expect it to be handled.

I had a similair problem with luckywilds and there you voted in my favor. It was the exact same problem.

If casinos are able to ignore requests of locking accounts and say "we didnt see it" gambling addicts will have a big problem.

A request was sent. Wich i have proven. Then its up to the casino to handle my request. This is under the player protection act(MGA)

To sum it up:

• 30.06.2023 you send a self-exclusion request to Slotnite casino, mentioning the gambling problem, but you never received any reply from the casino.
• 13.07.2023: you sent a self-exclusion request to firevegas Casino and your accounts across the network were blocked immediately.

Once again, could you please advise if you made any additional attempts to contact Slotnite Casino between 30.6.-13.7. when you didn't receive any reply from them?

Dear Kottig,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

After sending a video showing me logging in to my email and to my sent box. Clearly showing the email was sent. The casino has now offered me a refund. Will comeback to you when ive recieved the refund and hopefully this will be closed as a solved dispute 🙂

Great news. Please let me know if there have been any further developments.

Hi,

Apperantly some problem with the transfer. No money sent yet

Hej,

Återbetalningen genomförd!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kottig, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru