Nitro Casino - Player's self-exclusion failed.

Made many deposits at this casino and within a few hours I had deposited 15000 sek. Suddenly I was logged out while playing.

As an explanation, I received that I have self-excluded myself from several MGA-based sister casinos due to gambling problems

Explained to the casino that it is against MGA rules to let problem players play in sister casinos under the same license.

I then asked for a Refund request. Now the problems begin. First they said they ignore MGA rules. The case was then sent to the relevant department. The problem is that now they just ignore this. Have contacted the chat many times and sent 50 emails. The chat always says that there will be an answer soon, but it doesn't. Now you have blocked me from the chat and don't respond to emails either. Sees that several players complained about the exact same thing, that they just stop responding. Warning for this casino group that does not follow MGA rules and just ignores rules, laws and conditions

Dear Peder,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Nitro Casino’s Terms and Conditions and this is what I found:

6. PLAYER REPRESENTATIONS AND UNDERTAKINGS

1.When agreeing to these Terms and Conditions and on an ongoing basis, you hereby represent, warrant, covenant to the Company and agree that you:

r. you have not been excluded or self-excluded yourself from gambling and have not asked us to close any of your previous accounts and/or we have not previously closed any accounts held by you on this Brand or any other Brand owned or operated by BP Group Limited;

Could you please advise when exactly did you open your account at Nitro Casino?

Could you please confirm if you have passed the KYC verification?

Could you please specify when exactly did you request to be self-excluded from sister casinos?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

This is a self-invented rule. MGA has been clear that you should not be able to open accounts within the same company or licenses.

It can hardly be the case that the pillars of problems should protect themselves. The gaming liability issue is bigger than that and requires strict responsibility for the licensee to protect those who are self-excluded.

Can hardly be a rule that says "Yes you can self-exclude yourself but not when you can play on our other sites.

Why did they block me then? Yes, because they know that they must not conduct it in this way

Sees another player had his winnings confiscated by the same casino. Why then do they allow losses but not gains?

Nitro casino was opened just a few days ago. Other casinos within the group have been closed for years. I also think that I previously had an account within Nitro that had previously been suspended

In addition, they make themselves untraceable

In addition, it can hardly be my responsibility to know the exact ownership procedures within the thousands of casinos around the world

Please note that Nitro Casino has been operating since 2020. Other casinos belonging to the same owner can be found in the footer of their license seal: https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=2a6af65a-f58d-4861-a195-8b7837e1dcf4&details=1

All of these websites are online and running.

Please let me ask you once again: When did you request to be self-excluded in any of Nitro's sister casinos?

When you registered in Nitro Casino, did you use the same personal details (name, email address, phone number) as in the sister casino you are excluded from?

I don't know that exactly. I have sent an email but the casino is no longer responding and they have blocked me from the chat.

The reason for the blocking was that I was judged aggressive when I asked the casino why they did not answer my questions. Deeply unethical and unfair

And then it's no idea that the MGA has any rules about self-exclusion if it's still the player's responsibility. It is a given that a license holder has responsibilities in such a dangerous area as games and gambling.

In addition, there are complaints on your side from customers who won money but did not receive it from the same company because they had closed accounts at sister casinos

Thus, you have the opportunity to deposit big money and lose but you can never win. They know about it but do nothing about it. It's pure theft and criminal. A scam that should be reported to the police

Could you please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru? Thank you.

It is both email and chat. What is it in particular that you are requesting so I can send what was sent by email?

Please send me the message how the casino informed you about closing your account.

Also please send me the communication regarding MGA rules, your previously suspended account, and what will be done with your casino balance. You might also include other emails or chat transcripts that you consider important for the complaint.

It will be a very jumbled up email in that case. Balance was 0. In any case, the casino claims that they are not responsible for protecting suspended players. If they gamble away money, they have broken their rules. This is what they claim. They can probably answer for themselves in the thread. In any case, I still have all the emails, so I want to see what they answer in the thread first, so I can refute if they come with other information. According to MGA rules, a casio operator must protect the pillars of problems. That is, don't let them open new accounts in sister brands

I have not received any of your emails. Please send it to the address I mentioned before.

Also, could you please tell me if you used the same personal details for registration as you used in the sister casinos where you've been self-excluded?

Yes I have used the exact details registered at their sister casinos. They allow self-excluded players to open accounts in sister casinos. If they win, the money is confiscated and when you lose big, they close. It's a business idea they have. You can clearly see that from all the complaints that have been received about this.

So this casino group allows self-excluded players to play but they cannot win. Totally life-threatening.

As I wrote in my previous email, I want the casino to answer for itself. I have saved all emails. But I want them to answer for themselves first.

Don't prolong the case and throw the ball over to me. Now let the casino answer for itself

Then I don't understand that casinoguru can give such high points to a casino that has so many unsolved goals

Do I understand correctly that your balance was 0 when the casino blocked your account?

Yes, absolutely. According to MGA rules, MGA license holders may not allow self-excluded players to open accounts in sister casinos under the same license. They are very clear about that MGA.

I was self-excluded, after a while they discovered it and banned me when I lost 15000 sec. They have then unduly succeeded in getting money from me. This is strictly against the MGA license. This is thus a Refund request.

Now it's been 4-5 weeks and can2 weeks here soon. You always answer at the last minute, so the time starts all over again. I'm not asking you to do that again because the casino still hasn't had to respond here. Do you collaborate with them???? Sky high scores with you despite the fact that they systematically allow self-excluded players to play in sister casinos. The number of unsolved cases. What is this?

Please note that Casino Guru Complaint Resolution Center offers independent mediator services between the players and the casinos. Our commitment to impartiality ensures that we do not engage in any actions that may adversely affect players. We diligently gather and scrutinize evidence from both parties to arrive at a just resolution, and this service is provided free of charge.

To ensure a transparent and structured complaint resolution process, we adhere to specific guidelines. Further information regarding these guidelines can be accessed through the following link: https://casino.guru/complaint-resolution-instructions

Please understand that we must first collect all the necessary evidence from the player to investigate the matter thoroughly and decide if the casino needs to be involved. That's why I'm kindly asking you again to cooperate and forward all the communication between you and the casino together with the timeline of all the events relevant to this case to veronika.l@casino.guru. Thank you.

You work for the casino, time after time you wait days and pass the ball to me. So that the deadline does not expire for the casino.

The mail they have sent have been as a link. Now the answeres not exist anymore when you follow the link. Please contact the casino. I have give you so much information now

I don't work for the casino. I apologize if I make you feel neglected. We deal with a large number of complaints and we try to respond to each customer as soon as possible. However, please keep in mind that this is not a live chat service, so we can not be available to everyone 24/7. The whole process would be much faster and smoother if you cooperated and provided the requested documents on time.

But you don't read what I write!!!!!!!

I wrote in the last email that their answers are sent via links in the email. Now when I log in the links it says that they no longer exist. Contact the casino now

As a licensee, you have a duty of care towards the mga licence. This company has completely ignored it

I'm sorry but it's really important for us to see the email from the casino stating your account has been blocked only after you lost your money because you have previously excluded yourself in sister casinos. I'm not quite sure I understand what you mean by saying that the email from the casino contains a link that is no longer working.

Now you did it again. Turned the matter over to me so the casino's deadline doesn't expire. I have already told you that these emails are sent as a link and they no longer work. It's time to contact the casino.

It's been three weeks since I opened the case and you haven't even contacted the casino. Could I get another case manager? I will soon write to the eu to ban mga because everyone protects each other these days

Thank you very much, Peder, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Peder,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi @Peder

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

It has been 1 month since I submitted the complaint here and you please reply that you will come back. You are a disgrace to the entire MGA system

Dear Nitro Casino team,

Thank you for your cooperation. I am extending the timer by 7 days. Please, inform us about the updates or if you need more time for investigation.

Hi @Peder

The relevant department is still handling your case, and we will get back to you with an answer as soon as we can.

We apologize for any inconvenience this may have caused you!

Kind regards,

Sally

Lol months

Dear Peder,

Could you please confirm if you have contacted MGA?

I have sent the case to MGA, as it was many weeks before you contacted the casino in question. They have accepted the case and started an investigation against this casino group. However, I want this complaint to remain open

What is this for jokesite. Its 2 months soon and nothing happends. This is very slow

Dear Peder,

To begin with, the process was delayed as we had to gather the necessary information to assess the relevance of your complaint and determine the appropriate course of action for resolution.

Unfortunately, as you have involved the regulator, we are unable to proceed with our resolution process. During their investigation, the casino team is not allowed to disclose any information to us, and it is important that we do not interfere. Consequently, I have no choice but to close this case with the status 'waiting for regulator'. I kindly request that you inform me of the outcome of their decision.

Please, let us know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

Dear all,

Usually, we'd ask the regulator for an update on this issue. But the person who complained has been banned from our site for rude behaviour. Therefore, I have no other option than to reject this case.

Best regards, Jozef

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