Ohmyzino Casino - The player's requesting a refund of his deposits.

Ich konnte unrechtmäßig ein Konto eröffnen und habe 1260€ verloren.

Ich hatte ein Konto bei einem Casino des selben Betreibers Famagousta N.V. und habe dieses wegen Glücksspielsucht schließen lassen. Welches laut den AGBs des Casinos und des Code of Conducts der Lizenz zu einem automatischen Ausschluss der Seite führen sollen.

8.5 In the event that you have managed to open or use an Additional Account while you have elected to self-exclude or close your Account, we and/or any brands that operate under the relevant license as stated under clause 1.1, shall additionally be entitled (but not obliged) to suspend any funds you may deposit (or have previously deposited), void any bets and forfeit the winnings in any Additional Account). Furthermore, should you succeed to open an Additional Account, we and/or any brands that operate under the relevant license as stated under clause 1.1 will not be liable for any direct or indirect consequential damages that you may suffer. 

(https://ohmyzino.com/templates/terms_and_conditions)

and the Code of Conduct of your license: 

9. Upon request of the End User, as well as if health issues of the End User deem such action necessary, the Operator must ensure that the End User shall for a limited or unlimited amount of time not be able to make use of any services offered on any of the Websites of the Operator.

(https://www.curacao-egaming.com/ceg-academy/self-study-chapter-b/responsible-gaming-self-exclusion-and-code-of-conduct). 

Dear CH4RL3I,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ohmyzino Casino.

Unfortunately, there isn’t 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 Ohmyzino Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Ich habe mich auch zu einem späteren Zeitpunkt bei ohmyzino ausschließen lassen. Jedoch hat ein Casinobetreiber falls dieser über ein Problem mit Glücksspielsucht Bescheid weiß, laut des Code of conducts der Lizenz den Spieler in jeglichen Casino des Betreibers zu sperren. Da ich mich per Email durch Glücksspielsucht habe sperren lassen, hätte ich nicht in der Lage sein dürfen ein Account zu öffnen.

Dear CH4RL3I,

The self exclusion in Ohmyzino is relevant only since you requested the self-exclusion directly in there. Even if 2 casinos have the same operator, it doesn't mean that they have shared date.

Unfortunately there is nothing we can do with it as the casino did nothing wrong as long as they closed your account after your request.

Is there anything else we can assist you with?

Es kann sein, dass ich mich verlesen habe. Aber da OhMyZino eine Lizenz aus curaçao hat und auf ihrer Website auf das folgende verweist:

„25.7 Wenn das Unternehmen die Streitigkeit nicht zur Zufriedenheit des Kunden beilegen kann, kann der Kunde die Beschwerde zusammen mit allen relevanten Tatsachen an die zuständige Behörde weiterleiten, wenn die Angelegenheit ungeklärt bleibt.

CURACAO GAMING AUTHORITY

E-Mail: beschwerden@curacao-egaming.com

Website der Curacao E-Gaming Authority: https://curacao-egaming.com"

https://ohmyzino.com/templates/terms_and_conditions

Gehe ich davon aus das sich die Famagousta N.V. der Betreiber an die Regeln der Behörde in Curaçao halten muss. Auf dieser steht unter dem Punkt:

Responsible Gaming, Self-Exclusion, Code of Conduct, folgendes:

„9. Upon request of the End User, as well as if health issues of the End User deem such action necessary, the Operator must ensure that the End User shall for a limited or unlimited amount of time not be able to make use of any services offered on any of the Websites of the Operator."

https://www.curacao-egaming.com/ceg-academy/self-study-chapter-b/responsible-gaming-self-exclusion-and-code-of-conduct

Ich kann falsch liegen aber bedeutet any nicht auf jeder Website des Betreibers der Famagousta N.V.

Dear CH4RL3I,

Based on our experience, if the casino has Curacao license, it is basically up to them whether they apply the rule for the group self exclusion or not as there isn't exactly any regulation for it and even if there is, they do not really care.

From our point of view it is almost impossible to determine in which case is the player in right. I can recommend you to contact the licensing authority directly as they are the one who can decide whether it should or shouldn't apply for the whole group. Please let me know if you will try to contact them or what will be your next step.

Ich werde mich dann wohl an die Behörde wenden müssen.

Könnten sie mir vielleicht helfen mit dem Lizenzgeber Kontakt aufzunehmen?

auf ihrem Artikel zum selbstauschluss in Punkt 4.3 (https://casino.guru/global-self-exclusion-initiative/regulations), dass keine Weiteren spiele bei einem single operator basis weitere Spiele unter dem selben operator erlaubt sind. Casinos mit Lizenz aus curacao gehören dazu

Please contact certria@gaminglicenses.com as it's their licensor e-mail address.

We will be also closing the complaint as you are going to contact the licensing authorities of the casino. You can contact me on nikolas.b@casino.guru once they respond to you and give their final verdict.

Best luck with the case.

Regards,

Nick

Dear CH4RL3I,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Dear CH4RL3I,

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.