The player from Finland, who admits to having a gambling addiction, noted that their accounts at Sol Casino and Fresh Casino were both closed, with a deposit of at least 290€. Fresh Casino stated it would be illegal for the player to request a refund. The complaint was rejected as the player did not request for self-exclusion directly in the casino.
Fresh Casino - Player's accounts were shut down due to gambling concerns.
Amount: €290
Fresh Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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1 year ago
Translation
My account at Sol Casino was closed on 05/04/2021, yet I continued to play at Fresh Casino despite the closure of my Sol Casino account due to gambling addiction. My Fresh Casino account was eventually closed on 26/08/2021. I have deposited at least 290€. Fresh Casino responded by saying it was even illegal to request a refund.
Automatic translation:
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1 year ago
Dear Imjjj,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Fresh Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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. Could you please advise if you have requested a self-exclusion from Fresh Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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1 year ago
Translation
I have requested 26.08.2021. Sol from the casino on 05.04.2021 due to gambling addiction. Then it should also be prohibited for all casinos of the same company to play
Automatic translation:
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1 year ago
Dear Imjjj,
If you did not request it directly in Fresh Casino, the casino is not obligate to refund anything. You always have to request for self-exclusion in each casino directly.
Unless you did not ask for self-exclusion in this casino directly, there is nothing we can do.
Is there anything else we could assist you with?
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1 year ago
Translation
Why then, for example, did Rocketplay casino return the money even though I didn't directly ask them to close, but the ban was for the sister casino
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1 year ago
Dear Imjjj,
As the casino has Curacao license, it is completely up to them whether they have or do not self-exclusion for their entire group or sister casinos. If they decided to refund the balance, is it their good-will but most of these groups do not share data with different brands (casinos within their group).
You can try to contact the licensing authorities in order to pursue this case but from our point of view, if you did not request the self-exclusion directly from Fresh Casino, they have no obligation to you.
The complaint will be now closed based on the above stated explanation.
Best regards,
Nick
