Nopein Casino - Player wasn't prevented to open an account in an associated casino.

Hi,

I was permanently banned by and on Buumi.com casino on August 2022 due to problem gambling. The casino group recently admitted that I had an open account on another of their sister (Koicasino) site after the ban took place. I was able to deposit and play on Nopein.com casino, that works under the same brand, ownership and license as Buumi and Koicasino. They’ve kept my accounts open even on other sites, though they banned be permanently on Buumi casino.

Nopein casino is now saying they won’t refund the amount deposited, because they have a different license now, which I believe isn’t a reason not to refund. Now that I claimed the refund, they closed the accounts. Which they didn’t do on August 2022, when explained on live support how much gambling problem affects my mental health and vice versa.

Dear papez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly the first casino you self-excluded yourself was Buumi Casino? Was the self-exclusion due to your gambling problems?

Is there a chance you have a confirmation from the casino about the self-exclusion taking place and its extent?

Would you be able to share it here or send it to my email at tomas@casino.guru? Send any relevant evidence as well.

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

Best regards,

Tomas

Hi,

The first casino I self-excluded from because of gambling problem was Buumi Casino. I also asked for a permanent ban from Koi Casino on August 2022, which they didn’t do and just admitted I had an open account since then to now, when they finally blocked my access to all of the casinos.

I will send you all the evidence regarding this via email.

Thanks for your email.

I checked your email transcripts in detail.

Unfortunately, even if we consider the license is now under Estonia, we are not aware of the obligation of the casino to enforce self-exclusion across brands under this license.

If the casino didn't inform you of the self-exclusion to be applicable across brands when you were self-excluded we cannot ask the casino to return your deposits for this reason.

According to the transcripts, the Buumi casino support seem to advise you to contact other brands separately to your questions about associate casino websites and responsible gambling as well.

If you believe the casino didn't act according to their licensing obligations regarding your self-exclusion, I would recommend you contact the licensing authority directly

https://www.emta.ee/en/private-client/board-news-and-contacts/contacts/customer-support

Please let me know if there is any information I overlooked.

I'll await your reply.

Dear papez,

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.