Lapilanders Casino - Player breached self-exclusion and seeks refund.

Dear Casino Goru,

I was earlier a member on Lapilanders Casino and self-excluded myself due to gambling addiction on the 28th of September 2021 and also stated I shouldn’t be able to open up new accounts under their license.

They acknowledge the self exclusion and despite this I could create accounts under their license on the brands YugiBet, Betstro, SonsofSlots, BetsAmigo and BonusBet. This shouldn’t been possible and I therefore wants a full refund of all deposits made on the casinos above.

Dear C2D2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section and this is what I found:

We take all reasonable steps to ensure that the Self-Exclusion procedure is adhered to and we shall use all reasonable endeavours to ensure that no promotional material is sent to customers who have excluded themselves from playing. However, the customer accepts that we are in no way responsible towards the customer or any third party if he/she continues to play with any added accounts, in which he/she has changed any registration details (including cases in which the customer opens an account with the same details but inserted differently in the registration form) or if publicity material is inadvertently forwarded to him. We also strongly recommend that the Client seeks urgent professional assistance if he/she finds a way to continue playing during the Self-Exclusion period. 

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.

Do I understand correctly that this complaint is actually about those sister casinos that let you create accounts and not Lapilanders Casino? Do you currently have access to your Lapilanders Casino account?

Could you please advise if you have requested a self-exclusion directly from all sister casinos? Have you received any information from the casino regarding which brands the self-exclusion will be applied to?

Looking forward to hearing from you.

Best regards,

Kristina

Hej Kristina,

Tack för ditt svar.

Mitt klagomål lämpar sig mot de casinon jag skrivit ovan och inte Lapilanders i sig. Jag har inte tillgång till mitt Lapilanders konto då jag uteslöt mig därifrån den 28 september 2021.

När jag själv exkluderade mig själv från Lapilanders så fick jag ett bekräftelsemejl från supporten där de svarade att de mottagit mitt mejl och hade sett min begäran.

Enligt MGA’s regelverk Player Protection Directive 11:4 (b) kan man läsa följande:

service.

(4) Any exclusion implemented in terms of this article shall be offered:

(a) for all the games offered by the B2C licensee, and optionally, but not alternatively to the latter, for one (1) or more games or for one (1) or more gaming verticals; and

(b) across all the means by which the B2C licensee provides its services, and optionally, but not alternatively to the latter, across one (1) or more websites and, or one (1) or more remote means.

Provided that, in the absence of a unified self-exclusion database for remote gaming operations, where the B2C licensee operates multiple brands, if the brands require separate player registration, the B2C licensee may allow for self-exclusion to be limited to a player’s activity on the brand on which the player has requested self-exclusion, and the above subarticles (a) and (b) shall be applicable to that individual brand.

Provided further that, in the event that a player has been excluded in light of sufficient reasons which indicate that the player may have a gambling problem, irrespective of whether the player has requested the self-exclusion himself or has been excluded by the B2C licensee in accordance with sub-article (5)(b), that player shall be excluded across all brands operated by the B2C licensee, irrespective of whether the brands require separate player registration.

Provided further that, where, in accordance with the Gaming Authorisations and Compliance Directive, the B2C licensee allows players to hold more than one (1) account on a single brand, or across two (2) or more brands where the brands do not require separate player registration, if the player requests self-exclusion, the self-exclusion shall prevail across all accounts.

Så MGA’s regelverk tycks vara väldigt tydligt,

men L.C.S. Limited casinos har helt enkelt struntat i detta.

Thank you very much for your reply, C2D2. Unfortunately, we are unable to address complaints regarding multiple casinos in a single complaint thread. Since Lapilanders Casino is not the casino this complaint is about, kindly pick one casino in question for this complaint, and submit a separate complaint for the other casinos. Thank you for your understanding and cooperation.

Dear C2D2,

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.