Nords Casino - Player's self-exclusion not respected.

Hello,

my complaint is about Nords casino/L.C.S Limited responsible gaming under MGA. I have been self-excluded from their sister casino Nucleonbet and other sister casino. Despite this, I was able to open an account on Nords casino (operated by the same group) using on exactly the same credentials. I have asked Nords casino to void my bets and refund my deposits, but they have said that they are not obliged to do say due to their own terms and conditions. I would like to point out that MGA responsible gaming guidelines clearly state: "A self-exclusion request shall be applicable across all operated brands, if there are sufficient indications that the player may have problem gambling issues." Nords casino has said that L.C.S Limited does not have such a system in place, yet I have been exluced from Nucleonbet due to exclusion on another of their sister casinos.

Dear Niilinhanhet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we 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 from any other casino? 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

I have sent the proof to the beforementioned e-mail address.

Forwarded email from the player:

Hi Niilinhanhet,

Thank you for sending the email from the sister casino, which is listed together with Nords Casino on the License Validator. I have reviewed the MGA policy regarding "Is a self-exclusion applied across all brands operated by a Licensee?", and here is what I discovered:

A player can self-exclude across all brands which a Licensee offers on request. When a Licensee operates multiple brands with a separate registration for each, and a player requests a self-exclusion for any reason other than responsible gambling issues, the Licensee can apply the self-exclusion solely to the brand where the request was made.

If the request has been made due to problematic gambling, the player must be self-excluded from all brands which the Licensee operates, irrespective of whether the player holds an account with that brand.

When players request a self-exclusion due to problem gambling issues, the Authority encourages Licensees to emphasise with players that they should also exclude any accounts they hold with all other Licensees, and that they make use of the available blocking software to prevent access to gambling sites.

• Could you please advise when you created your Nords Casino account?

Looking forward to hearing from you.

Hello,

the account was opened on 18th of January 2024.

Hi Niilinhanhet,

To summarize the events so far:

1. Your self-exclusion due to a gambling issue was implemented on May 31, 2023.
2. You created your Nords Casino account in January 2024.

• Kindly provide any relevant evidence, such as payment receipts, showcasing your recent deposits into the Nords Casino account. Upon receiving this documentation, we will proceed to contact the casino directly.

Thank you.

Hello,

I would request more time to deliver proof of deposits, as I have yet to receive them. I Will provide it as soon as I get it.

Hello, attached are the proof of payment.

Thank you very much, Niilinhanhet, 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 Niilinhanhet,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Niilinhanhet,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru