The player from Germany requests a refund of €430, as he was allowed to gamble despite being banned under the OASIS system. He highlights that the casino failed to verify his eligibility, which enabled him to deposit and withdraw funds. After contacting the casino twice for a refund, he seeks assistance due to the lack of response.
Jackpot Frenzy Casino - Player seeks refund due to account issue.
Amount: €430
Jackpot Frenzy Casino
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7.2
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Case summary
yesterday
Public
Public
yesterday
Translation
Subject: Complaint about illegal gaming despite OASIS ban – refund of €430
Dear Casino Guru Team,
I'm contacting you because I have a problem with an online casino and I'm asking for your assistance. I'd like to get a refund for a total amount of €430.
I played at this casino for about a month without initially giving it much thought. During this time, I deposited money and received some withdrawals. After deducting all transactions, I still have an outstanding balance of €430.
The crucial problem is that I'm banned in Germany via the OASIS player ban system. This means I'm barred from gambling nationwide, and before I could start playing, I should have been verified to see if I was even authorized to play. Since I'm physically located in Germany, the casino should have detected that I was banned and denied me access. However, this didn't happen, which allowed me to play anyway.
I have already contacted the casino operator twice by email and demanded an immediate refund. If this is not forthcoming, I will take further steps. I also have proof of my Germany-wide gambling ban, which I can present if necessary.
What's particularly worrying is that, without proper verification, the casino didn't determine whether I was even eligible to play, nor whether I was of legal age. Theoretically, I could even have been a minor, and yet I was still allowed to play.
I'm asking for your support to get my money refunded. If you need any further information or proof, I'm happy to provide it.
Best regards
Levin L.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
yesterday
Dear Lev101,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please note that the casino operates under a license issued by Comoros, which means it does not have access to the OASIS register of self-excluded persons, which is only valid for casinos with a German license. If you have not directly informed the casino of your gambling addiction and requested self-exclusion, they would not have been aware of your situation and unable to block your account.
Let me ask you these questions:
- Have you informed Jackpot Frenzy Casino directly about your gambling addiction and requested self-exclusion?
- If so, could you kindly forward me the account closure request along with the casino’s response at veronika.f@casino.guru?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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