Octocasino - Player is requesting a full deposit refund.

Hi 

I wanted to open a complaint about this casino. 

I have self excluded from all casinos under this brand for a gambling issues. They are well aware of my situation and this casino has allowed me to open an account, deposit and play. 

I want them to refund my money back to me - but all they keep saying to me is that I need to wait for a reply back from them and there is no update from their ADR. Im not sure what they are doing and they wont give me any straight answers. 

They should have not allowed me to open an account a play as I was fully excluded from their entire brand for gambling issues. 

I have included some screen shots to show this and that I have been trying to work with them - but they wont provide me any information. 

Can you please help 

I have included screenshots from their partner brand slot wolf - who has confirmed that I was blocked across the network for gambling issues. 

They are the only site responding to me in relation to this. 

But as per the information sent I should have been blocked on all sites. 

Please let me know if you need anything else from me - thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the 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?

I can see the reply from Slotwolf Casino, but have you requested the self-exclusion from Octocasino too?

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

Hi

I no longer have that communication saved on my email and this was done back in 2021

I didn’t request it directly with Octo - but I’ve requested it with the entire n1 interactive brand - which includes Octo casino

slot wolf have confirmed to me that I was self excluded across the brand back in 2021 but won’t give me any more information than that

Octo casino won’t respond to me with any information at all - they just said they are waiting to get an update from their Adr

thanks

I apologize, babsbh, but we regret to inform you that we cannot assist you with your request. As it has been two years since the initial request was made, and there is no saved record of the email, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.