Self-exclusion failed, casino is

I opened account to Casinowinbig on this june. On august I tried to open account to their sistercasino 18bet, but there came message that my email address is not accepted. I asked them by email why and they responded that I was excluded by my own request regarding responsible gambling in the past. I asked have I excluded myself in 2021 and they answered yes, then I asked that did I also ask to block my access to all sistercasinos and they replied yes. (I have sent the same self-exclusion email in 2021 to many casinos).

After that I made a complaint to Casinowinbig since I used the same personaldetails and email address that I had used when I had sent that self-exclusion email in 2021. They ignored all my emails and did not respond at all.

Over a week ago I made complaint to Mga by email, since the complaintform is not working. I still have not got answer that have they received it and I am starting to believe they wont respond.

Well yesterday I sent to 18bet an email and asked confirmation about my self-exclusion and they answered that my account was closed in 21.8.2026- meaning the day they discovered that my self-exclusion was failed. I asked them to resend me that email I have sent them that day and where I have asked self-exclusion and they told it takes a while that they can sent it. Ofcourse it takes a while, since they have to make fake mail from me, since I have not requested self-exclusion that day, my self-exclusion was made in 2021.

I am so mad, the Shark77 casinos failed and now they are lying to and they are going to make fake evidence. What can I do? How long do I have to wait if the Mga responds? And if not, where can I complaint? I just can not believe that this brand even has licens anymore since I have now read many complaints about this brand.

I have the emails saved which they sent me earlier where they told my self-exclusion was set on 2021, but what does it matter if they scam and makes fake email and claim I have sent it on 21.8.2026.

The emails you already have are probably the most important part here. If 18Bet previously confirmed in writing that your self-exclusion was set in 2021 and that you had also asked to be excluded from the sister casinos, make sure you keep those emails in their original form.

I wouldn't assume yet that they are going to create fake evidence. The date they are now mentioning, August 21, 2026, may refer to something different in their internal system, so I would first see what exactly they send you. But if they later provide something that contradicts the earlier emails you already have, that discrepancy would certainly need to be explained.

I also checked the licence. Shark77 Limited is still licensed by the Malta Gaming Authority, and both 18Bet and CasinoWinBig are listed under the same MGA licence. The MGA also states that where self-exclusion is connected to problem gambling, it should apply across all brands operated by the same licensee.

Regarding the MGA, their complaint page currently mentions technical problems with the online form. Since you haven't received any acknowledgement after more than a week, I would follow up or resend your complaint rather than assume it has definitely reached them.

There is another route as well. The MGA licence currently lists Pardee Consulta Limited and MADRE as the ADR providers for Shark77 Limited, so you can also look into escalating the dispute through them.

And from our side, I don't see a Casino Guru complaint from you about CasinoWinBig at the moment. Given that this is specifically about a self-exclusion related to gambling problems and whether it should have protected you across sister brands, I think it would also be appropriate to submit the case to our complaint team so they can look at the full timeline and the emails you have.

The main thing for now is not to delete or edit any of those older emails. The exact dates and wording may become very important.

Hi!

Thanks for the answer, at least yet bet18 has not send any email to me regarding my question about that self-exclusion request they say I have made on 21.8.2026. So maybe I was wrong about them and they arent creating any fake mails, at least I hope so! I actually believe they arent going to answer anything at all.

Still havent heard anything from Mga, the complaintform still aint working. I dont see point sending the complaint again to them by email so maybe I do dispute to Madre next!

I think it's good not to jump to conclusions about the email for now. If 18Bet hasn't sent you anything yet, we simply don't know what the August 21 date refers to or what records they actually have.

I can also understand why you don't feel like sending the same complaint to the MGA by email over and over again when you haven't even received an acknowledgement of the first one. On the other hand sometimes it takes time till you get response from authority, so maybe you just need to wait a bit more.

Anyway, trying MADRE next sounds like a reasonable option. They are listed as one of the ADR providers connected with Shark77 Limited, so you can present the same timeline and evidence there and see whether they can take the dispute.

I would keep the case as simple and chronological as possible: the 2021 self-exclusion, 18Bet's written confirmation that it also covered the sister casinos, your later registration and play at CasinoWinBig, and the different date they have now mentioned.

And of course, keep the original emails exactly as they are. Those are still probably the strongest part of what you have.