The player from Sweden closed themselves out from all Famagousta B.V. casinos but was still able to deposit on two of their casinos weeks later. The player requested a refund, citing their explicit request for a permanent ban on all casinos under the same license. We rejected the complaint because the player didn't respond to our messages and questions.
Movie Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €1,000
Movie Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
Movie Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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1 year ago
Hello there,
I closed myself out from all Famagousta B.V. casinos earlier.
They said that they closed my account, i even wrote my email, personal identification number etc.
I've been sending an email to Moviecasino without any reply at all. Talked in the chat with them today about this issue and they said that they would reply, it's been 2 days still not an answer.
It's the same information like email, name, adress etc on both the accounts. I want a refund due to the fact that i told them that i wanted to be permanent banned on ALL of their casinos and the whole license. I would understand if i just closed myself out from jupicasino (the same owner), but now i asked to get a permanent ban on the whole license due to gambling issues.
I have opened a complaint to both Moviecasino and 21bets, it's on the both sites.
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1 year ago
Dear timgartz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear timgartz,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
