GoGo Casino - Player's self-exclusion failed.

Hello

I have banned myself from LeoVegas in 2013 due to gambling addiction.

Since then, I have sent about 20 emails before 2019 and about 25 after 2019. So both under the MGA and SGA license and told about

my problems. I have even sent a medical certificate certifying my gambling addiction.

I have also received confirmation that I am permanently blocked within the Leovegas Group. Despite all this, on 223-05-05 I was able to open an account at GogoCasino with my Bankid.

Tried to resolve it with them but they don't think they made a mistake..

Dear Colin09,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GoGo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly that you were able to deposit with your BankID on the 5th of May 2023?

Could you please advise if your account in GoGo Casino is currently blocked?

Could you please explain what the GoGo Casino says about the situation?

Did you request a refund of your deposits from the casino? With what result?

Please share your communication with GoGo casino here or alternatively send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

have sent info via email😊

Thank you for your email.

In your email you mentioned the casino didn't block you as you didn't register with your social security number.

Do you have communication from the casino about this you might share with us?

Do I understand correctly you were able to deposit in GoGo Casino using BankID which is associated with your social security number?

I'll await your reply.

Hello

I have never said that?

I have sent all the information to Leovegas, passport etc. so they have my details.

and as I wrote, I registered with BankId at GogoCasino.

Thank you for your reply.

in my last reply I paraphrased your assertion the casino was not able to block you since you didn't use your personal number to register your account.

I was referring to your mail from the 8th May:

"Hello

Just chatted with Felicia for a while about how I managed to open an account at Gogo casino despite being blocked at Leo Vegas for a long time.

Got a reply that I hadn't registered with my social security number and therefore you couldn't block me. This is bullshit as I sent this information to Leo Vegas (see attached)

In addition, this has sent over 20 emails since 2019, so if you failed to block me, you have committed misconduct."

Could you please send me the communication from the casino so we can be sure of how exactly the casino worded its justification to deny your request for a refund?

I apologize if there is any translation error in my reply to you and if the context of my message changed as a result.

Have forwarded the only email I received from Gogocasino to you. Haven't received any explanation as to why I don't get a refund though.

The second is from a chat with Leovegas but I don't have it.

on the other hand, Leovegas knows 100% about my problems. Will send you some mail that they have received since before.

when I opened my account at Gogocasino it was with BankId.

Tried to send some emails but they boknce back?

i attach some info here.

Attaching a little more here.

have had a case against them before without success and am attaching a response here. Does this prove even more that they knew about my problems?

I am sorry but you haven't sent any chat transcript you had with Felicia from Gogo Casino specifically. Would you be able to provide it?

I'll await your reply.

Hello

I don't have that conversation when it was a chat? Also do not understand why it is relevant in this?

I have managed to open an account with my bankId (only way to open accounts these days in Sweden).

and you have received the evidence that LeoVegas has known about my problems and blocked me.

Have forwarded some emails to you😊

Since the complaint is for the deposits you made to GoGo Casino, we wanted to know as precisely as possible what the justifications of the casino are for not refunding you. I'll await your reply.

I have only received one reply from them and I have sent it to you. Don't have anything else unfortunately. So haven't received any real explanation from them...

Sent email again.

Thank you very much, Colin09, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Colin09,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Colin09

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@gogocasino.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hello

have sent an email to support@gogocasino.com now.

Dear Colin09,

please, is there any new info about the situation?

Hello

no, sent info to Gogocasino as you requested but after that I haven't heard anything from them....

Dear Colin09

Thank you for contacting us.

We are sorry but if you raised the case previously with us and you already received an answer, we are not changing anything.

Please, can you provide our final response?

Thank you and have a great day!

You don't even know what your final answer is, do you?

you should be able to see quite easily.

but I'll include this then…

however, I have not received an explanation from you why I have been able to open an account with you despite the fact that I am permanently suspended from Leovegas due to gambling abuse and that you share the same license and according to the Swedish Gaming Act, a player must be suspended over the entire license...

Here is the first response I received:

Also sent these now to support@gogocasino.com and wrote FAQ COMPLAINTS TEAM in the subject line.

in case you can't see here.

As you can see Josef, there is no interest for them to even try to find a solution.

they break the Swedish gaming law but don't think they did anything wrong.

if it's not even enough for me as a player to send an email or medical certificate about my gambling problems for them to block me, I don't know how to protect myself.

for me it is NOT responsible gambling anyway!

If I receive a confirmation that I am permanently suspended, I of course trust that it is correct.

there is nothing in their answer to justify their conduct in this. And that they can't even admit their flaws or mistakes scares me for the sake of other players.

Dear Colin09

Thank you for contacting us.

As explained here earlier, what we cannot do over here is provide personal details due to GDPR and that is why we asked you to provide the final response yourself.

As per the screenshots you provide, we have already given a final response. So, please @Jozef this is not a channel to challenge the final decisions. If a case has been already handled by the operator there is an official way to keep claiming which is ARN for Sweden.

This has been explained to the customer as per the screenshots. However, he keeps claiming we have not provided a final response. This is far from reality as proven by himself.

Unfortunately, if the customer does not like a final response from the operator, this is not a reason to surpass the official procedure which is raising the case to ARN.

This is why we kindly ask you guys to close the case and advise him about the alternative dispute resolution body.

Thank you and have a great day!

I'm turning here because you don't seem to know the Swedish gambling law and ask me to turn to ARN, who you know takes up to 6 months to resolve these matters and even if they think you've made a mistake, it doesn't force you to follow their advice and recommendations.

I would have rather solved this with you, but you have no interest whatsoever in it and, as I said, it seems that you neither can nor want to follow the Swedish gaming law....

Dear Colin09

Thank you for contacting us.

Whenever a customer is referred to the ADR, the operator will not keep replying about the same matter.

Please, Jozef we kindly ask you to close this case as the customer has received a final response and has been referred to ARN.

Thank you and have a great day!

I asked you Josef NOT to close this case as they obviously want you to do so so that no one will see how they treat their players and do not follow the Swedish Gambling Act.

I want everyone to see this until they have made it right for themselves.

i want everyone to see that they don't take responsible gambling as seriously as they brag about on their pages.

And of course that they choose not to follow the Swedish gambling law.

All the evidence is here that I should have been blocked, so I honestly don't understand how they can ignore it?

Dear Colin09,

Could you please confirm whether you have contacted the ADR or the licensing authority of the casino?

I have contacted their ADR now yes. Gotta find a solution to this.

Thank you for providing this information. Unfortunately, as you have already contacted ADR, we cannot intervene in their resolution process. Consequently, I have no choice but to close this case until their investigation is completed. Please keep us informed of their decision.

Best regards, Jozef

Dear Colin09,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Hello

It is still unresolved. It usually takes a long time before they give notice.

I'll get back to you as soon as I hear back.

Jimmy

Hello Jimmy,

thank you for the update.

Kind regards, Jozef

Dear Colin09,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello

sorry for the late reply.

The case is still pending with that authority (ARN).

pending decision so should come soon.

Thank you for the update. Please inform me when you receive the decision. You can contact me at jozef.k@casino.guru.

I am closing the case for now.

Dear Colin09,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello

It is settled in the Casino's favor.

They did not consider that I could prove that the casino knew about my gambling addiction.

Despite submitting all the emails I sent to LeoVegas….

Dear Colin09,

thank you for the information. I am closing the case accordingly.

Kind regards, Jozef