The player from Germany highlighted a history of self-exclusion due to gambling addiction but noted that LCS Ltd. Group allowed account openings despite this. They were currently trying to prove their self-exclusion requests and mentioned an ignored request from 2022 at Nordscasino. The player sought restitution for amounts totaling 100€, 2700€, and 500€. The issue was resolved, and the player confirmed that a refund was received. The Complaints Team marked the complaint as 'resolved' in their system and offered assistance for any future issues.
Nords Casino - Player's account remains active despite self-exclusion.
Amount: €100
Nords Casino
Safety Index:LowSafety Index
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4.6
Nords Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I was addicted to gambling for a long time, but I managed to block myself and limit my activity repeatedly. I always mentioned my gambling addiction during this process.
The LCS Ltd. Group never prevented me from opening new accounts despite knowing about my addiction.
In this instance, the amount is only 100€, but in other cases, it's 2700€, 500€, etc...
I am currently trying to gradually obtain proof of my self-exclusion requests. For example, I now have a self-exclusion from 2022, which was ignored by Nordscasino.
Automatic translation:
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2 months ago
Dear chacoeur,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://nordscasino.com/templates/responsible_gaming:
"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.
Could you please advise if you have requested a self-exclusion from Nords Casino directly?
Looking forward to hearing from you.
Best regards,
Dominika
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2 months ago
Translation
I directly requested a ban on all casinos from the LCS Lmt. - both the active ones and all future ones.
For example, I got a refund from Betstro, which belongs to the same group. And that was because I was blocked from other casinos in the group. The casino itself obviously acted in spite of its guidelines.
I have now been blocked from NordsCasino because I requested this complete self-exclusion.
I would also like to point out that it may look as if people are trying to gamble for money without taking any risks. I would like to point out that admitting to a gambling addiction is not easy and asking for a ban requires a great deal of courage.
It's downright ridiculous that something like this even has to be discussed and can be virtually ruled out by the terms and conditions. The casino itself says it doesn't give a damn about it.
Because the LCS Ltd. casinos all have the same support. When I request data, the same employee answers me within a few minutes from all platforms.
They are so entangled that when I made a request to Nucleonbet, I was sent the data from SonsOfSlots. That's probably something for the data protection officer, right? Because either these casinos are strictly separated and know nothing about each other (which speaks against a refund) or it's all one office and the knowledge of gambling addiction is known there. You can guess what I'm assuming.
By the way, if I write illegal T&Cs, that means nothing to me.
Everyone, the casino, you and I know that they know this very well and simply xxx...
LG
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2 months ago
Dear chacoeur, thank you for the information provided. Please allow me to ask you a few more questions.
When did you create an account in this casino?
When exactly was your account closed?
Would you be so kind as to forward me the account closure requests that you sent to the casino and to the group?
Could you please share your communication with the casino regarding the refunds? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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2 months ago
Translation
Hello,
the amount was refunded. However, I will probably have to open further complaints regarding partner sites. The operator only gives out information bit by bit and does not independently investigate whether they have made a mistake. It would be easy for them to do so.
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2 months ago
Dear chacoeur,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
