Responsible Gaming Policies (page 2)

I couldn’t agree more.

I found that self exclusion was the first important step for me to create the space away.

Yes, it is pretty easy to just open another account somewhere else, but the more places that I self excluded from, it became more difficult to access the websites. So when the urge to gamble came, having that extra effort to try and open an account was sometimes just enough to put me off for that time.

Talking to people who understand what you are going through definitely helps too.

I am always here on the forum, reach out anytime you feel you need to

Stay Safe,

Charlie

Good to hear, thank you.

Mag7,

I am exceptionally writing my answer in Finnish because I want to make it more personal and show that I really understand what you are trying to say and I have also had huge problems with White Star BV, whose casinos you mentioned.

The terms of use of all casinos in the group in question state that if you want to self-exclude yourself from all their sites, it should be enough to ask the group at one of their customer service addresses to do so. In practice, however, this is not done despite requests. I have provided the group in question with medical certificates of serious mental health problems and under the guise of these, I have begged them to protect me from registering at all their casinos in the future. Since I have a gambling problem and am otherwise ill, my impulse control is deficient and I do not feel that I can be blamed for registering if I have done literally everything I could to be blocked from the group's games. They also force you to register so that they can block you from playing for technical reasons, according to their own words, and in Finland this means that you have to deposit in order to play. With the deposit, a full KYC also takes place, as the casino receives all the identification information in the state systems. So there is no reason why they could not directly block you from playing.

I'm in a situation again where I'm trying to fight BigLuckyCasino for my money back because they let me play despite all the demands. Sick bunch. My sympathies there. Let me know if I can help in any way; the more votes there are against this bunch, the better.

Thanks for your reply. Sorry to hear that you too have encountered the same problems with this casino group.

It's really weird that the "technical reason" has been around for several years. In this time, those technical problems would have been resolved by now, if there were any. I would understand their point of view if the casinos operated completely independently. That is, there would be different customer service/administration at the licensed casinos. However, this is not the case. Casinos that operate in this way clearly want to benefit from people in a vulnerable position. A gambling addict is a great customer, because no winnings will be withdrawn. So, only a plus for the casino. I have also had mental health reasons and a medical report, based on which I would have hoped for a ban. Because I know for myself that I cannot always control my own actions, and these bans would be really important. Especially when we are talking about instant casinos where it is extremely easy to deposit and start playing.

Indeed, in my case, they even sent this conversation I had with Raketti casino through Paratiisi casino, where I talk about gambling addiction and ask several times for the entire casino group to be blocked. And they say they still didn't know about gambling addiction, even though this conversation was sent through Paratiisi casino. 😅

Let's hope both of them get their deposits back.

Exactly. This is nothing more than blatant abuse directed at people like us who are really struggling with a gambling problem. I'm sorry to hear that you are also struggling with mental health problems. I have also brought this matter to their attention, for example, through this discussion thread and my own open complaint, and have tried to raise this issue publicly, for example on Trustpilot. In my opinion, in neither case can the terms and conditions be invoked anymore, because apparently you have also reported the problem to so many White Star platforms and demanded comprehensive self-exclusion. Under the guise of that, the actions are simply blatant downplaying and evasion of matters, and I would accept some responsibility for this.

Yep. Also, their customer service constantly gives false information, I don't know if they were told to lie/give as much misleading information as possible to make the casino look somehow responsible etc. Before depositing, I received this email when I asked if the block I set through the sister casino would have any effect.

The license terms do not actually prevent you from opening an account, but if you have a gambling problem, as a responsible casino, we will close your account.

If you request a ban from our casinos, you will no longer be able to create accounts or play at our casinos.

I hope this clarifies the situation.

Have a nice day!

Kind regards

Nick

Paradise Customer Support

So this is definitely not true if you look at our cases.

Also, twice I asked to permanently close the account, they reopened it right away when I wanted. The first time I asked about this, they said that since I had requested to permanently close my account, it would not be reopened. Later, when I referred to this in a complaint, they said that I had not requested to BLOCK the account, so it was reopened right away when I wanted it. I think it is ridiculous to reopen the account right away if you wanted to close it permanently, and also that one wrong word would have such a big impact here. Especially when their rules state in many places that an account can be closed permanently.

It's already annoying when I know that the casino guru is on their side. The customer has to follow every point in the rules exactly. The casinos then get to apply the rules exactly as they want, and take the rule that suits the situation to their advantage.

Unfortunately, this is how it often goes. These crooks don't even dare to answer me, because they probably know that it doesn't look very good if someone has literally begged for a ban and provided medical certificates to support their claims, but these crooks just continue their shady business. By the way, it's also worth reporting illegal advertising targeted at Finland to the Lottery Administration. This could prevent White Star from getting permits when the Finnish license comes to the market.

Thanks for the tip.

So it really seems like the only way to get around the bans is to always look for their new casino and deposit there to get the bans. And of course, a gambling addict can do this without playing.

This is truly a responsible casino group.

Somehow, this activity absolutely needs to be stopped.

Hello. Have you received any new information?

They just advise me to file a complaint, even though I have already filed one. Also, my experience with their other casinos is that complaints are not necessarily answered at all. If they do, it doesn't really explain anything about what happened.

Hi!

I haven't received any information. I have a "complaint" also in their system, but it seems that there is no reaction to it and customer service repeats the same mantras about how you just have to wait. My own attitude is that I try to bring the shortcomings represented by this group to the fore as much as possible, since I can't do anything else. This kind of exploitation is not desirable at all.

Yep. This is a deliberate exploitation of sick people on their part. That's why they keep opening new casinos to get people who are blocked elsewhere to continue playing on their new sites.

I have been fighting against the bans ever since the boost casino was still operating under the same license, which is many years now. Nothing is being done about it.

I have exactly the same problem. Since 2023 or so I have been fighting, especially with Buust, a subordinate of Curacao, and I have communicated my case extremely clearly.

Luckily, this discussion has been seen by so many people. That's why I hope that people who want to play and have no problem don't use the sites of this casino group.

I'm not saying this to gambling addicts, because I know that all other sites are closed, and the only option is these new casinos. That's why I can't emphasize enough how important these proactive bans are. Of course I know that I have to stop gambling myself, but the casinos still have the opportunity to act differently. I think I've already taken responsibility for informing the license about my gambling problems.

I hope everyone favors sites where responsibility works, and money is not made on people's illnesses.

Another interesting thing from this casino group. I had to deposit into their Big Lucky casino to get it blocked.

I used a different email than with Raketti ja Paratiisi casino. I sent a request to block via email. They replied back to the email that was used by Paratiisi ja Raketisi casino, but not by Big Lucky. And so I didn't actually send any email to Big Lucky from this email that they replied to.

If casinos are so different, how is this possible? So they knew again that this was the same person. Sick activity again.

Hello,

If I may, casino groups have the potential to share basic databases, particularly if they utilize the same platform. For me, the confusing part is that they may have different support, or the group does not allow global KYC for all sites, or even account closures within the so-called group.

I wonder about the deposit, though. Was that some sort of verification deposit? What were the circumstances? The lack of details makes the situation seem strange.

However, feel free to ignore me. 🙏

I was only trying to figure out whether it would make sense to submit another complaint.

They have exactly the same staff, same structure, same everything. They abuse people totally. Their rules state taht if you close your account, they confiscate all the winnings. Yet, to register, and to get 'self-excluded', you have to deposit at least 20 eur. You will lose it. You are effectively paying to get self-excluded. They abuse addicts.

I have sent these people medical records and everything, hundreds of times, yet they abuse me and refuse to self-exclude and always citate these rules as a reason. I have a complaint on Big Lucky going, but probably Casino Guru, as usual, deems it 'unjustified', as it seems Guru allows casinos to make up unfair rules like these and then sides with the casino. Losing hope in the industry.

You might be interested in this. Big Lucky replied to me as follows:

"As we already stated in a previous message, we cannot pre-block your account at our upcoming new casinos, as there is currently no national self-exclusion system in place in Finland - which is very unfortunate.

Our policies are designed to ensure that all players are treated fairly and that we maintain an environment of responsible gaming. Refunds for losses during play are generally not possible as all transactions are considered final.

"Regrettably, our decision on this case is final."

So now these crooks are lying that they are under Finnish regulation, citing the Finnish self-exclusion system. It, like Gamstop, wouldn't reach Curacao, so citing it is just a scam, a deception and a deception that has nothing to do with reality.

Also:

https://next.io/news/regulation/rhino-entertainment-receives-first-curacao-licence/

White Star has been the first group to receive a "direct" Curacao license. This Ross Parkhill raves in the article about how dedicated they are to responsible gaming. It's still funny that they make excuses not to close accounts, and exploit people who beg to self-exclude from all their casinos and provide medical certificates of mental illness as proof. Hopefully this Ross Parkhill will somehow also realize what he is causing others with this action and he will be mentioned as a dishonest operator.

That's a straight lie. If that were true, then why are so many other casino groups able to block them?

For example, Dama NV with a Curacao license. They actually have completely separate casinos, separate customer services, but despite this they have set the blocks without any problem. If I register, they close my account immediately.

White star bv clearly has a policy of lying to customers and giving false information. Customer service also constantly gives misleading information. I don't understand how this kind of behavior can continue for years. There is still no technical barrier that would prevent the blocking.