The player from Finland had been able to deposit money at a casino despite having a gambling ban in place at most sister casinos and had demanded a refund. We had asked her to provide evidence of her self-exclusion request to further investigate her claim. However, the player did not respond to our messages and queries, which resulted in the rejection of the complaint due to lack of necessary information for further investigation.
NovaJackpot Casino - Player's deposits despite gambling ban.
Amount: ??
NovaJackpot Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I was allowed to deposit money at the casino even though I have a gambling ban on most sister casinos. I demand a refund of my money
Automatic translation:
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3 months ago
Dear Imjjj,
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? 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?
According to the casino's terms and conditions and our recommendations to all players, if you wish to self-exclude from a specific casino, you must directly contact that particular casino. Relying on self-exclusion measures from a different casino, even if you suspect a connection between them, is not considered sufficient.
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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3 months ago
Dear Imjjj,
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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3 months 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.
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