Kazoom Casino - Player bypassed self-excluded account.

I have requested a gambling ban for the first time in 2020 for their casino and their sister casinos and future sister casinos. In 2022, I have requested more bans through Päihdelink. However, I have been able to play at kazoom after the ban and at the sister casino, Dunder casino, since the bans. I have hereby requested all my deposits to be returned after the first ban in 2020 from your kazoom and Dunder casinos. The MGA licensee is responsible for preventing game problems from playing, and despite this I have been able to play with them. they don't take responsibility, they slow down in their responses and the final answer was that they haven't received the game ban email when the email address was wrong, however, I have proof that the matter has reached their sister casino and I've also requested bans in the chat, I'm attaching everything here.

Hello Jokuvaan123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kazoom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise in which casino did you request for self-exclusion for the first time? In which casinos do you currently own an account which is still open?

How was the casino supposed to know about the self-exclusion if you did request it on the incorrect e-mail address?

Please forward the initial self-exclusion request to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Casumossa ensimmäisen kerran, sitten myös kazoomille lähetetty esto sähköpostitse, jos casumo ei kerran saanut sillon aikanaan sähköpostia perille, kazoom on ainakin saanut ja myös casumoon olen CHATISSA laittanut pyynnön estosta, joten on varmasti olleet tietoisia kiellosta, ja niistä lähetin teille dokumentit esim. Minun ja casumon chat keskusteluista!

Hello Jokuvaan123,

Did you ever receive any confirmation that any of those casino self-excluded you? Please understand that if you did send it to wrong address and the casino did not receive your information, they probably could not exclude you for this reason. Without any kind of confirmation from the casino side, it would be hard to prove that they ever listed you for self-exclusion.

Kyllä, onhan se vahvistettu myös casumon chatissa.

Could you please forward that chat to nikolas.b@casino.guru?

Please understand that currently there is very little proof to proceed in this case and if there isn't any concrete statement regarding your self-exclusion, only the casino's licensing authorities may be able to help you out as they should have access to all the casino files.

Dear Jokuvaan123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.