An Italian player had self-excluded from Dbosses Casino and was able to open a new account on Goslot Casino, a sister site. The player had two pending withdrawals at Goslot Casino that were delayed, which led him to freeze his account. However, the casino didn't close his account as he had requested and the player lost his pending withdrawals. The player had also raised concerns about the casino's use of third-party merchants to bypass a block he had placed on his credit card for gambling transactions. We had explained that the type of self-exclusion the player had chosen might not extend to associated brands under certain licenses. We also clarified that we could not penalize casinos for using third-party merchants for transactions. Despite the player's dissatisfaction, we were unable to assist further and the complaint was closed.
GoSlot! Casino - Self-excluded player can access sister site.
Amount: €4,685
GoSlot! Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I am experiencing the same issue that Pernilla mentioned in her complaint. I had successfully enacted a self-exclusion on Dbosses Casino for six months, but despite this, I was able to open a new account with the exact same personal information (name, address, username, email, and phone number) on Goslot Casino, which is a sister site.
Furthermore, I dispute Goslot's use of incorrect merchant category codes for credit card payments. This allows them to bypass the restrictions I've placed on my credit card, which is supposed to refuse all transactions related to gambling.
In my credit card transaction report, all charges from the casino are labelled as travel expenses under a tour company located in Kenya!
Dear carsix79,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GoSlot! Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you informed Dbosses Casino or GoSlot Casino of any gambling problems?
Were you informed the self-exclusion extends to any websites related to Dbosses Casino when you requested it?
Is your GoSlot casino account currently accessible to you?
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
I activated self-exclusion on Dbosses directly from their website.
The account opened on Goslot had the exact same personal details as the self-excluded account.
However, the story is more complex because at Goslot I had two pending withdrawals which expected to be paid within 48 hours.
Seeing that they were purposely delaying the payment, I set a 24-hour account freeze and then asked in chat and then via email that my account be closed so as not to be tempted to cancel the withdrawals when the freeze periods expired.
This was not done and so once the freeze period ended I lost everything.
Furthermore, all credit card transactions bypass the block I set on my card which rejects gambling payments.
Shell companies appear in the account statement (for example Kenyan tour operators) with reasons other than gambling (for example travel).
This is illegal and the casino does not want to respond to my complaint.
In the late afternoon of Saturday 10 February my account was still open and I lost everything. I had €3860 of withdrawals entered.
I checked the options found on the Dbosses casino website: https://dbosses.com/responsible-gaming
Take a Break
You may feel in control but would like a break to consider your gambling, or maybe you are in the middle of a busy time and don’t want to spend time or energy on gambling. If this is the case, taking a break may help you. It will not be possible to reopen your account once in effect until the duration of the break has lapsed.
Self-Exclusion
Should you be unable to control your gambling and decide to make a much longer break or even permanent, then it is possible to self-exclude. Choosing to self-exclude will mean that it will not be possible to reopen your account once in effect for a period of six months by clicking here
Permanent Self-Exclusion
If your gambling has become a problem, or if friends and family have expressed concern, we recommend contacting us to request a Permanent self-exclusion please contact us via live chat or email support@dbosses.com
According to our article about the Kahnawake license, there is an option to self-exclude from all casinos under the license:
https://casino.guru/licensing-authorities/kahnawake-license
The KGC promotes responsible gambling by making sure that each online casino offers a minimum amount of tools and resources to players. For example, players must have the ability to be able to set lmits on their play. Players are made aware that if they would like to limit the amount of money they deposit or time they spend playing on any interactive gaming site, they should contact that site directly to find out how to do so. If a casino should allow you to exceed any limits you have set, you should advise the commission immediately so that they can act accordingly.
To self-exclude from a particular website, the player should contact the support of the site concerned.
"It is also possible for a player to exclude themselves from all sites licensed and regulated by the commission. To do so, they must download and complete a Comprehensive Self-Exclusion Request Form from the website.
Once this form has been completed and submitted to the Commission, your request will be verified and put into effect. Once active, it is permanent and irrevocable."
Unfortunately, we can't penalize casinos if they use the practice of miscoding payments or compel them to abandon the practice.
If you haven't informed the casino about any gambling problems, the casino's ability to prevent you from gambling is limited. Without informing the casino about gambling problems, we can't assist you with any requests for a refund. I would recommend you take advantage of the block offered by the KGC (the form and contact address can be found on this link) or contact each casino individually.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Please, let me know if I overlooked any information, otherwise your complaint will be closed.
Dear carsix79,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
First I would like to ask you the reason for the difference in treatment between me and the player Pernilla who had the exact same case as me (self-excluded in a sister casino) and managed to have the deposits of the new gaming account refunded.
Secondly, I also explained to you that the casino did not respect the GUARANTEED payment times of 48 hours and although I had requested the immediate closure of the gaming account via chat and via email before the expiry of my freeze period, my account remained open resulting in the loss of my withdrawals.
I have found various complaints like mine resolved with refunds of deposits. Why is my case being treated differently?
If I have self-excluded on Dbosses for 6 months it means I am a problem gambler and the self-exclusion should be extended to all casinos in the group.
Starscreams has more than 10 casinos. I could open another 10 gaming accounts at different casinos he manages according to your point of view!
But do you take the gambling problem seriously or not??
I apologize for the confusion.
There is a distinction between a self-exclusion where you inform a casino about a gambling problem and a short-term self-exclusion you choose an option in the casino menu. The option you chose when requesting a self-exclusion might not protect you when creating new accounts in associated brands.
Moreover, it seems the casino operates under a different license than in the past case you are referring to. Contrary to previous licensing obligations under MGA, in cases of self-exclusion, the current license might not make it mandatory to self-exclude you in associated brands if you chose the option you did in the casino.
That is why the protection you expected wasn't in place and we recommend you take the steps outlined above.
- Please let me know how Dbosses Casino initially informed you about the extent of your self-exclusion. I'll await your reply.
Dear carsix79,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
As I wrote at the end of my first message, the casino used third-party merchants to bypass the block I placed on my credit card for gambling transactions.
My deposits were sent to tour operators and various types of shops with reasons other than gambling.
In the responsible gaming section of the site the casino invites problem players to place these blocks on their credit cards (see screenshot below). Why then do they use third-party merchants to bypass this block?
This conduct goes against the protection of responsible gaming that they themselves suggest to players.
I am sorry but we don't deal with issues regarding which third-party merchants the casino uses for processing transactions.
I can see the irony in the casino informing you of such tools, however, we can't penalize casinos if such tools don't work when you attempt to deposit there. Again, I encourage you to use the tools I referenced earlier.
After gathering all the information, we unfortunately cannot assist you as well as the other player despite the issue appearing to be similar in principle.
Consequently, the complaint will be closed. Even if we weren't able to help with your issue, please don't hesitate to contact us again if you run into issues with any online casino in the future.
