Griffon Casino - Player is requesting a refund on his deposits

I requested self-exclusion from the Karamba group of casinos, which Griffon belongs to, on April 15th, 2021. I sent the email to care@karamba.com, which is a fully functional and correct email address used by the group for communication. Therefore there is no mistaking that the email has been received.

Therefore it is really dubious that I have been able to open an account and deposit roughly 8,900 euros to Griffon Casino after said date. All of the details given upon registration match those stated in the email. The casino closed my account later but reopened it as per request in june 2022 even though they were fully aware of my gambling problem. I had told the chat in june 2022 that I have no problem with gambling, as an addict would do to get their fix, but seeing as all of the deposits I am asking a refund for were made before this period, it does not count as an excuse, and the casino definitely shouldn’t have let me play in the first place. Bare in mind that this casino group excludes from ALL OF IT’S CASINOS if you request exclusion from one. Therefore I should not have been able to play in Griffon in the firstt place.

They have later refused my refund stating that no email was received. I have asked Karamba to confirm that they received the email but they keep ignoring me. I also have asked Griffon Casino’s support to email me chat transcripts. They have the correct address and claim to have emailed me four times but no emails were ever received - nor in my mailbox or spam. That means they are blatantly lying and covering their tracks. 

I beg you for help. I have attached proof in this message.

Dear yoyeli,

Thank you very much for submitting your complaint. I’m truly sorry to hear about your problem.

Please allow me to ask a few questions so I better understand the situation. Do I understand correctly that the point of contention is whether you sent the email to the casino or not?

Did you use the same personal information and payment method in order to deposit and play in the casino? When you haven’t received a confirmation from the casino about your self-exclusion, how did you try to contact them?

I will be waiting for your reply patiently.

Best regards,

Tomas

Dear Tomas,

yes, you understood correctly. All the details were as specified in the email. While I did not initially receive a response from Karamba, my account was blocked effectively there (I tried) in April 2021, but this wasn’t the case with Griffon, where I should have been excluded as well.

Karamba’s customer support is now refusing to co-operate and confirm they received the email (that they clearly did). They are playing dead.

Griffon is using deceit and lies as stated above. I hope this cleared things up a bit.

yoyeli,

Do I understand correctly you had accounts open in Karamba as well as Griffon at the moment of your request, and while your account was blocked in Karamba within a reasonable time limit due to your request for self-exclusion, this wasn't the case for Griffon Casino?

Did you contact Griffon Casino with your self-exclusion request using the email they have listed in their responsible gambling section? (care@GriffonCasino.com)

I had no accounts on neither casino and I hadn’t even heard of Griffon. But as stated and visible on the email, I requested them to prevent me from making accounts and from what I have inquired from the casino, they DO PREVENT THE CREATION OF ALL SITES IF YOU ASK EXCLUSION FROM ONE. So I should have been blocked on Griffon. I tried to create an account on Karamba in may 2021 but was unable to. I was able to deposit 8900 euros on Griffon nonetheless. This is illegal.

Dear yoyeli,

Before we contact the casino please forward me the original email self-exclusion request as an attachment to my email tomas@casino.guru

In Gmail, you can do this by following these instructions:

https://support.google.com/mail/answer/9337672?hl=en

I'll look forward to your reply.

I sent you the email. Furthermore; Netti Casino which is affiliated with this casino called me a few days ago and offer a bonus despite self exclusion.

Thanks, for your email and the update. Could you please explain if you have any proof that Karamba Casino or any other associated casino didn't allow you to open another account due to self-exclusion in 2021?

All the details were as specified in the email. While I did not initially receive a response from Karamba, my account was blocked effectively there (I tried) in April 2021

Did you eventually receive any confirmation from Karamba casino confirming you were self-excluded there?

Could you please forward your requests where you ask the Grifon casino for chat transcripts to tomas@casino.guru? Have you requested Netti Casino for self-exclusion, or to stop sending you unwanted marketing communication? If you haven't done so already, I would encourage you to do so. I'll look forward to your reply.

Dear yoyeli,

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.

Hello,

I can not forward the requests for chat transcripts as rhose have been done in chat and I obviously wont get any transcripts from these fraudsters. I received no confirmation as rhey tend not to answer messages but my account was initially blocked and the address is solid and sound as I have tested. I also had requested a block from Netti Casino in the same email.

Dear yoyeli,

Unfortunately, we cannot proceed with the case without this evidence. Please understand it's entirely possible that the casino didn't receive the email with your request or the email could have been misplaced or lost.

I am terribly sorry, that after acting in good faith to self-exclude yourself, the request wasn't processed, but without evidence that the casino was supposed to act, the casino can simply continue to insist on its position they haven't received anything.

We would like to help, but it's impossible for us at this time. Please if you come across some kind of supporting evidence, don't hesitate to contact us and we'll reopen the case in order to help you. I can only recommend you insist on getting confirmation from casinos about your self-exclusion status if you haven't received any after a request.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.