Failure to comply with self-exclusion and responsible gambling.

Casino: Brazino777

Problem description:

I am filing this complaint due to multiple serious failures on the part of the casino regarding responsible gambling and access control.

From February 24th onwards, I was able to make deposits and play on the platform. During the first few days, I was even allowed to play and deposit funds without completing a formal registration or proper verification process.

Additionally, I was under an active self-exclusion condition, which was not respected at any time. Despite this, the casino system allowed me to continue accessing, depositing, and playing without any effective restrictions.

Subsequently, when I contacted the casino and explicitly informed them of my active global self-exclusion, they did not immediately block my access in accordance with responsible gambling principles. Instead, I have evidence that they acknowledged the situation and mentioned a "weekly refund" system as a form of compensation.

The closure of my account only occurred after multiple deposits had already been made, which does not correct or justify the initial fault.

This represents a serious breach of responsible gaming policies. A self-excluded user should not be able to access the platform, not even without registering, much less make deposits.

Additionally:

Access and gameplay were allowed without full registration in the first few days

The casino did not perform adequate checks

There was no effective mechanism to block my activity

I was allowed to deposit significant amounts in short periods (including over $11,000 MXN in less than 24 hours)

A form of compensation was offered instead of applying the corresponding protective measures.

I contacted the casino directly; however, their responses have been generic and without a clear solution. My case has been "escalated to a specialized team," but so far I haven't received a concrete resolution or a defined timeframe.

Application:

I request a full refund of the deposits made during the period in which my self-exclusion should have been respected.

Evidence:

I can provide:

Deposit history

Activity tests without initial registration

Screenshots where the casino acknowledges the situation and mentions the "weekly refund"

Communications with the casino

I believe this situation constitutes a clear violation of responsible gambling principles, and therefore I request a review of the case.

I request a thorough review of my case, as there is clear evidence that I was allowed to play despite having an active global self-exclusion, and I also operated without proper verification in the first few days, which represents a serious breach of responsible gambling policies.

Additionally, I have evidence where the casino itself acknowledges the existence of a weekly refund system, which has not been applied fairly in my case.

Therefore, I request a fair and proportionate solution that addresses the irregularities I have identified. Should I not receive a favorable response, I will escalate the case to authorities such as the Ministry of the Interior and the Federal Consumer Protection Agency, as well as publicly expose the situation on specialized platforms like Casino Guru and AskGamblers, which could have a significant reputational impact.

I await a clear, definitive resolution within a reasonable timeframe.

Sincerely,

Hilda S.

Hello,

I understand this is a complicated situation. I believe it is fair to say that such a request posted on the Casino Guru forum won't reach other platforms like AskGamblers. So, how about you decide or update us with where you actually want to place your complaint? I could not see any complaint submitted with us.

Based on your description, could you please tell me when and how you informed the casino about your condition and requested that your account be closed due to gambling addiction?

Based on the Fair Gambling Codex we use as aguide in those cases, such details are usually one of the most important.

Well, kindly let me know what and where you prefer to do. I'll help you with the details.

Dear Casino Guru team,

Thank you for your response.

I confirm that I wish to proceed and formally submit my complaint through Casino Guru.

Regarding your question, I would like to inform you that I communicated my situation directly to the casino through their customer service (internal chat). In that contact:

I clearly indicated to them that I had active global self-exclusion.

I explained that I needed to close my account due to control issues in the game.

I pointed out that this decision stemmed from significant gambling losses, which led me to self-exclude from the Winner platform approximately two years ago, where they correctly implemented protective measures.

Additionally, during my time at the current casino:

I ended up losing approximately 14,000 MXN in less than 24 hours

During a period of approximately two weeks, which is how long I played at Brazzino777, I exhibited intensive gaming patterns, including sessions of up to 24 continuous hours without rest, a situation that I also reported to the casino before my account was closed.

Despite having clearly reported all of the above:

They did not proceed with the immediate closure of my account.

They allowed me to continue depositing and playing

Instead of implementing protective measures, they offered me a system of "weekly reimbursements or compensation," which I consider inappropriate and potentially aggravating to my situation.

I also explicitly requested that the games be frozen as a preventative measure and asked that my account not be closed until I received a clear solution. The casino responded that I shouldn't worry, that my account wouldn't be closed, but that they couldn't freeze the games. However, hours later, they proceeded to close the games, which demonstrates a lack of consistency in their actions.

Additionally, during the first few days, I was even allowed to play without completing a proper registration, which represents a serious flaw in their controls.

Since my account was closed, the only available means of communication has been email (Gmail), where I have received multiple responses in different threads, many of them inconsistent and irrelevant to my case. Subsequently, I was informed that the matter had been escalated to the legal department, which has not yet issued any response.

I consider it important to point out that, as a user in Mexico, I expect any operator offering services in this country to act in accordance with basic principles of consumer protection and responsible gaming.

Additionally, during my activity on the platform, the only game I participated in was Bingo in Paris at 0.50 per card. In a period of approximately 15 days, I accumulated losses of close to 42,000 MXN, with deposits that sometimes reached up to 2,000 MXN and were consumed in a matter of minutes on some occasions.

Upon noticing this situation, I requested detailed information from the casino regarding my bets, including history, play times, and activity logs, in order to better understand and control my behavior. The casino indicated that it could provide this information; however, it was never delivered.

Furthermore, they informed him that their platform does not detail deposits or playing times, which limits transparency. Additionally, deposit transfers were made to multiple different accounts (approximately 5), instead of a single account, which creates even more confusion and makes it difficult to clearly track transactions.

I have screenshots and evidence to support all of the above, which I took the precaution of taking before my account was closed, and which I can provide for review of the case.

I remain at your disposal and thank you for your support.

Sincerely,

Hilda S.

Good afternoon, yesterday I received an email refusing to negotiate. They sent me a form with out-of-order dates and many missing deposits, which I can verify with my bank. They also signed it as support team, not as the legal team, who they themselves claimed were handling my case. I questioned them about this and haven't received a response. I've attached the email and the form they sent.

Thank you very much for your attention.

Hilda S.

Dear User,

Following up on your claim, we inform you that, after the analysis carried out, the refund of the amounts wagered or the results derived from your gaming activity is not applicable.

By registering and using the platform, you expressly accepted the site's Terms and Conditions, which state that participation in the games is at your own discretion and risk, acknowledging the possibility of losing deposited funds, without any recourse for losses arising from the game. You also agreed to be solely responsible for the use of your account, the bets placed, and the transactions carried out, which cannot be canceled or reversed once processed.

Additionally, in accordance with the Terms and Conditions accepted by you, the company reserves the right to suspend or cancel accounts in case of non-compliance with the site rules or upon detection of inconsistent or suspicious conduct, therefore your account will be permanently closed.

Once the cancellation has been made, only the available funds in your account balance at the time of closure will be refunded, in accordance with applicable internal procedures.

Regarding your statement about a possible gambling problem and your request for self-exclusion, we inform you that the only mandatory general self-exclusion to which this platform is subject is that which is duly notified by the competent authority, the General Directorate of Games and Lotteries ("DGJS"). To date, we have not received any notification from said authority regarding you.

If you believe you have a gambling problem, we encourage you to complete the self-exclusion process directly with the DGJS so that the relevant authority can formally notify the operators and proceed according to the applicable regulatory framework.

Finally, please note that your gaming and deposit history has been included in this email for your reference. Please review the two attachments.

The site operates in accordance with applicable gambling laws and responsible gambling policies. Therefore, the company does not yield to pressure, coercion, or attempts to manipulate results validly generated within the system.

Sincerely,

Compliance and Support Team

It is worth mentioning that today at 12:33pm I received this email from them, and their communication was also very confusing. I have copied it into the text below.

Hilda S.

Hello User.

Your ticket has been updated with the following information or comment(s):

Greetings dear Hilda,

Thank you for contacting us. Regarding your inquiry:

We hereby inform you that your case has been formally escalated and transferred to our Department for review and investigation.

Due to the nature and complexity of the matter, and in order to ensure a complete and accurate analysis, we are unable to provide an estimated response time at this time.

I would like to reiterate and consolidate the key points of my case:

I have a history of self-exclusion due to gambling-related problems, which represents a situation of vulnerability that should have been considered under the principles of responsible gambling.

Despite this, Brazino allowed me to register days after playing, deposit and play without applying any type of restriction, additional verification or preventive measure.

During this period, there were clear signs of high-risk behavior and loss of control, such as prolonged gaming sessions lasting more than 24 consecutive hours and multiple deposits made at intervals of approximately 10 minutes. This type of activity should have been detected and addressed promptly by the casino in accordance with its responsible gaming policies.

However, no intervention measures were implemented, which demonstrates a lack of supervision and control by the operator.

Additionally, the platform lacks transparency in deposit history and customer support does not offer formal follow-up or adequate channels of support, making it difficult to manage a sensitive situation like this.

Therefore, it is not just about gambling losses, but about an omission on the part of the casino in not acting on clear signs of problematic behavior or complying with basic standards of supervision and user protection.

Therefore, I formally request a refund of the deposits made during this period.

I appreciate the support of the Casino Guru team and await a clear response from the casino.

Well, I suggest you proceed to lodge the complaint in the first place. Handy tips are here 👈

The complaint itself goes though this submission form 👈👈

I understand this is frustrating so in order to help you a bit right from the start, I would instead focus on precise dates and times while submitting the complaint. Explain when and how exactly you informed the platform, through what channel, what the response was, and when it came. Simply put, a timeline and concrete details work best, aside from longer text. Also, it would be great if you could add proof of all those events.

Wish you a fair resolution!

If anything comes to mind, feel free to share.

I see. Well, did you notice the part about submitting the complaint, please? As I was trying to mention, the forum is not the place for resolving such matters, but we are always ready to guide you to a complaint. Based on what I described earlier, it is truly the best action.

The complaint itself goes though this submission form 👈👈

Good night

I apologize for my delayed response. I'm checking, but the link doesn't allow me to add photos or the complaint. I'm not sure if it has expired. Could you please assist me, as it's important for me to follow up with you as well?

Hilda S

The link for the submission of the complaint does not expire, but I will post it here for you again:

https://casino.guru/complaints/create

Please let us know how it goes.