The player from Germany requests a refund of his deposits due to an active self-exclusion in associated casino. The player confirmed the refund was received successfully.
Gama Casino - Player requests a refund of his deposits.
Amount: €1,300
Gama Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hello would the casino ask me to refund my 4 deposits because I have been banned from OASIS for 1 year due to gambling addiction, according to my information all casinos with a license are to request this data during registration.....
Please help, otherwise the system will not help preventively!
Automatic translation:
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11 months ago
Dear AMGE55,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gama Casino.
However please note the casinos holding licenses in Curacao have no obligation to enforce self-exclusion in associated casinos.
Could you please advise if your casino account in Gama Casino is open? Have you requested a self-exclusion in the Gama Casino due to gambling problems yet?
Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Translation
Hello Tom
actually there is no way to get banned, if you want to play you can always find a way as long as there is no global ban system.
I'm blocked from OASIS that doesn't apply, according to the law in Germany everything else is illegal that's actually the law in Germany, all payment providers should agree on not processing deposits that are connected to online casinos.
What I noticed is that deposits are processed via third party providers Nigeria, Cyprus, Turkey etc.
I've already applied to the licensing authorities in Curacao to block me from all licensed casinos, didn't even get an answer because it's all about money!
Yes, I let myself be blocked in the casino mentioned above!
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11 months ago
Thanks for your reply.
Unfortunately, there are no global self-exclusion initiatives applicable for casinos licensed in Curacao.
As far as Curacao casinos, you can't count that you will be blocked in other casinos. For self-exclusion to be active you need to request it first.
OASIS is a self-exclusion scheme mandatory for casinos under German license only.
If your account in Gama casino is still open, I would recommend you request a self-exclusion in the casino as soon as possible.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx (gambling problems).
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send an email to support@gama.casino (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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11 months ago
Translation
The refund request has already been sent by us, and it may take some time, so we apologize for the long wait.
As soon as our payment provider processes the request, we will let you know right away.
Best regards,
GamaCasino team.
New good news!
Greeting AMGE55
PS: Tomas will send you an info as soon as I have received the refund!
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11 months ago
Dear Administration,
We see that the client's account was blocked at his request on May 22 due to game addiction.
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11 months ago
Translation
Thank you Gama for your input but I am not getting any replies to the question about the promised refund…..have emailed you several times already.
Automatic translation:
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11 months ago
Thanks to both parties for the update regarding the issue.
Dear AMGE55,
A refund from the casino might take some time before it is fully processed and it might take several weeks to reach you. As this is not entirely in the hands of the casino, I would like to ask you to be patient and inform us when the money reaches your bank account. I'll set the timer for 14 days.
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11 months ago
Translation
Hello Tomas
thanks for your help, the casino responded to my gambling addiction and refunded my deposits....thanks for that!
you can close the case
LG
AMGE55
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10 months ago
Dear AMGE55,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you and Gama Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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