The player from Germany has requested a self-exclusion due to a gambling problem. He believes that it shouldn’t be allowed to deposit funds into sisters casinos. The casino decided to issue the refund, therefore we marked the complaint as resolved.
Gioo Casino - Player’s requesting a full deposit refund.
Amount: €1,200
Gioo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Unfortunately, this N1 casino has allowed registration, even though I am on the blacklist for gambling addicts with the entire N1 group. Normally, if you are on this list, you will be logged out directly and an account will be opened at a new casino in the group. This was not the case here and I lost € 1,200 in no time. The casino is not responding and has no doubts that I am on this list. There was obviously a technical problem here, so I could still register, although I would have to be blocked at all of the group's casinos. The provider has confirmed this to me several times. Without the help of Casinoguru I will probably not get the money transferred voluntarily
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2 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:
"What is self-exclusion?
Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@gioocasino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.
Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires."
Do I understand correctly that you have never requested self-exclusion directly from this casino? Which casino have you self-excluded from? Would you be so kind as to confirm that you used the same personal details in Gioo Casino as at the other casino when creating an account?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
I always used the exact same data and am blocked at every N1 Casino. Since I was banned from paradisecasino over a year ago due to gambling addiction, the ban was transferred to the entire N1 group at my request. I have tried several times to register at other, new N1 casinos. After registering, I was automatically logged out because the lock took effect. A technical error was probably responsible for the fact that I was able to play. I was still not reimbursed for the money. I'm still waiting for a response from the casino.
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2 years ago
Thank you for your reply, Stefan. Would you be so kind and forward me the self-exclusion request from Paradise Casino? Thank you in advance.
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2 years ago
Translation
That was over a year ago. The email is archived. I can send you a screenshot that my account has been locked out. I also forwarded an email from other n1 casinos in which I am excluded.
Edited
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2 years ago
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The casino requested documents and my bank details from me three days ago in order for the money to be refunded. Since then, I haven't received any response after submitting the data.
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2 years ago
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The casino has now refunded the money and seems to respect that I don't want to play there anymore
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2 years ago
I am sorry for my late reply, Stefan. Thank you very much for your updates. Since the casino has already issued the refund, can we consider this case resolved? Do I have your permission to close the complaint?
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2 years ago
Awesome news, Stefan. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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