The player from Austria feels their player protection was violated by the company Mountberg BV as they were able to register with multiple associated casinos ('Viggoslots', 'muchovegas', 'rubyslots', and 'happyhugocasino') despite a previous issue with gambling addiction. The player claims a total loss of €3,053 across these platforms. After gathering the necessary information from the player, we were forced to reject the player's complaint.
Happy Hugo Casino - Player claims a violation of player protection rules.
Amount: €3,053
Happy Hugo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
The company Mountberg BV has egregiously violated player protection since I first contacted the casino "Viggoslots" on July 2, 2021, where gambling addiction was highlighted. The initial registration in "Viggoslots" occurred in the year 2020.
My email was responsible for suspension in the aforementioned casino.
I was able to register in three additional casinos ("muchovegas", "rubyslots", and "happyhugocasino") in the year 2022.
This should not have happened according to guidelines provided by the licensing authority and EU regulations. This is a significant breach of player protection!
Mucho vegas: € 380, April-May/2022
Ruby vegas: € 923, June/2022
Viggo slots: € 343, January/2020
Happy hugo: € 1,407, September/2022
Total: € 3,053
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1 year ago
Dear x4wsccrkcd,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Happy Hugo Casino.
Please note we deal with players' complaints under a system of 1 complaint per 1 casino. We don't deal with complaints regarding a whole group of casinos.
Also, please let me emphasize we do not deal with complaints related to licensing regulations and policies. I understand your views, but sadly, we’re not in a position to be able to help you regarding the breaking of EU regulations. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce legal rules.
Please let me ask you a few questions so I better understand the situation.
Could you please provide us with your request to close your account, an original self-exclusion request, or other communication where you informed the casino "Viggoslots" on July 2, 2021 about your gambling addiction?
Please include the response you received from the casino.
Have you contacted Happy Hugo Casino about your gambling problems at any point?
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
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1 year ago
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Where do I send the evidence? I don't want to publish them here.
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1 year ago
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So now I have inserted the email from July 2nd, 2021, there was never a response because Mountberg BV casinos generally do not respond. However, my access to Viggoslots was blocked after this email due to gambling addiction.
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1 year ago
I apologize.
You can post screenshots here, thank you for doing so, alternatively, you can send information to my email at tomas@casino.guru
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1 year ago
I checked the responsible gambling section of the casino, and found this:
"Responsible Gaming
Viggoslots.com sees online casino games as a positive form of entertainment for adults. Most players share this opinion, but there is a small percentage that lets gambling become a too big part of their lives. If you feel that your gambling is a problem, we at Viggoslots.com can help you to gamble responsibly. We can adjust how much money you can deposit, lose according to your request. And if you request it, we can also close your account during a desired time period. Contact us and we will take necessary action that fits you the best."
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise if you have requested a self-exclusion from Happy Hugo Casino directly? Is your casino account currently blocked to you?
I'll await your reply.
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1 year ago
Translation
I requested a self-exclusion directly from happyhugo and my account was blocked. 3 months before that I had myself blocked by other partner casinos. Especially when it comes to gambling addiction, it is very dangerous and it is also generally stipulated by the regulatory authorities that everyone is immediately informed about the gambling addiction and that no account is allowed to be created with this company anymore!
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1 year ago
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In addition, I always wrote to the following email address: compliance@mountberg.biz
This is the email address of the company that is stored with the license icon.
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1 year ago
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No matter what the company Mountberg BV or the Casino Happyhugo say, it is a fact that the data is processed by Mountberg BV and therefore happyhugo already knew about the gambling addiction when registering. Player protection was massively neglected here. In addition, it is pointed out in the conditions and also in the data protection policy that the data is processed by Mountberg BV and not explicitly only by Casino happyhugo! . 
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1 year ago
After you requested self-exclusion directly in Happy Hugo Casino was your casino account blocked and were you prevented from depositing and playing further?
Do I understand correctly the amount of deposits
Happy hugo: € 1.407,- 09/2022
represents deposits you made prior to your request for self-exclusion in Happy Hugo Casino?
Have you received a response from Mountberg BV acknowledging your accounts in specific casinos should be blocked due to your gambling problems?
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1 year ago
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Are these deposits that you made at Happy Hugo Casino prior to your self-exclusion request?
yes, but the company knew about my gambling addiction since I was excluded in July 2021. Mountberg BV generally did not respond to inquiries!
Have you received a response from Mountberg BV confirming that your accounts should be blocked at certain casinos due to your gambling problems?
mountberg BV generally does not respond to emails.
Edited
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1 year ago
I understand you acted in order to accomplish your goal to self-exclude in these casinos by contacting the company that appears to be the owner and operator, however, if you didn't receive an acknowledgment the company acted in order to apply any block our hands are tied.
For a group of casinos licensed in Curacao, it's rarely the case that self-exclusion is applied to multiple brands at once after it is requested from the operator, and we can't penalize them if they fail to do so.
In our article regarding self-exclusion in casinos licensed in Curacao, we conclude: https://casino.guru/licensing-authorities/curacao-license
Self-Exclusion
There is no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. (...)
Since each casino has its own self-exclusion policy and casinos operated under Curacao aren't obligated to share data about the self-exclusion of accounts between brands, Happy Hugo Casino could not protect you from gambling until eventually you informed them about your gambling problems.
Please let me know if I overlooked any information, otherwise, I'll close the complaint.
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1 year ago
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But why has it been working for some time now that I am banned from all Mountberg BV casinos? This is a pure rip-off!
Above all, I always wrote to the company directly!
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1 year ago
I am truly sorry you are facing these issues.
With no acknowledgment from the operator to use as leverage against the casino, we are strictly bound to the casino's terms and conditions and its responsible gambling policies, according to which the self-exclusion process doesn't include its application in associated casinos. Casinos under this license will reliably only exclude you if you contact them directly and inform them about your gambling issues. We'd like to help, but it's impossible for us at this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
