Olympusbet Casino - Player's self-exclusion request was ignored.

Hallo Casino-Guru Team,

ich hatte bei olympusbet einen Gewinn von 800 Euro erzielt und am 24.07. per Mail um einen Selbstausschluss gebeten, sobald der Gewinn ausbezahlt wurde. Die Auszahlung wurde am 25.07. durchgeführt, doch mein Konto wurde nicht deaktiviert und es war mir daher möglich, immer weiter einzuzahlen und zu spielen. Ich habe noch weitere Gewinne erzielen können, die auch zeitnah ausgezahlt wurden, doch da keinerlei Limits oder sonstige Schutzmechanismen auf der Seite existieren und der Support meine Anfrage für einen Selbstausschluss nicht bearbeitet hat, habe ich letztendlich sehr viel Geld verloren, was hätte vermieden werden können.

Die von der Firma New Era BV betriebenen Casinos gehen in diesen Fällen immer auf dieselbe Weise vor und reagieren nicht auf Anfragen zur Konto-Deaktivierung, aktuell habe ich auch gegen dream.bet eine ähnliche Beschwerde eingereicht.

Danke im Voraus für eure Hilfe!

Dear lolseinsohn,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve been experiencing with Olympusbet.

To assist you better and work towards resolving this issue, could you please provide some additional details?

• Can you forward the email you sent requesting self-exclusion on July 24th, along with any response you received from the casino?
• Could you specify the dates and amounts of the additional winnings you mentioned, as well as the dates when these amounts were paid out?
• Have you attempted to contact the casino support team again regarding your self-exclusion request? If so, please provide details of these interactions.
• Can you clarify the total amount of money you lost after your initial self-exclusion request was not processed?
• If you have any relevant communication or screenshots related to this issue, could you please forward them to petronela.k@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hallo Petronela,

vielen Dank für die schnelle Antwort. Ich hatte vom Casino keine Antwort auf meine Anfrage erhalten, lediglich eine automatisierte Antwort, dass ich die Anfrage an eine andere Mail-Adresse schicken sollte. Das war bereits merkwürdig, da ich die Mail extra an support@olympusbet.com und customercare@olympusbet.com gesendet hatte. Daher habe ich am 24.07. eine weitere Mail mit derselben Anfrage an customercare@olympusbet.com gesendet, die jedoch ebenfalls unbeantwortet blieb.

Olympusbet hat mein Spieler-Konto heute etwa eine Stunde nachdem meine Beschwerde hier auf Casino-Guru eröffnet wurde für 30 Tage gesperrt, daher habe ich nun keinen Zugriff mehr auf die Liste meiner Transaktionen. Ich werde jedoch die Abrechnung meiner Kreditkarte durchsuchen und Ihnen alle Beträge inklusive den Daten der Auszahlungen sowie alle Mails, in denen ich um Sperrung gebeten habe, per Mail senden.

Danke für die Hilfe!

Liebe Grüße

Thank you very much, lolseinsohn, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello lolseinsohn,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Olympusbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player's account has been excluded within the designated time frame in accordance with our Terms & Conditions, and they have received a confirmation email. Please be aware that there is a necessary processing time as a specialized team handles these requests. Once the player's request was reviewed, their account was no longer active. It's important to note that any activity on the account during the self-exclusion request is the sole responsibility of the player.

Kind regards,

Olympusbet Casino Team

Hallo,

Ich habe bereits am 24.07. um die permanente (!) Sperrung meines Kontos gebeten, da man auf ihrer Seite keine Limits setzen kann. Gesperrt wurde mein Konto jedoch nur für 30 Tage und das erst am 05.08. Dieser Zeitraum ist deutlich zu lang und mein Konto hätte wie angefordert am 25.07. nach Bearbeitung meiner Auszahlung oder jedenfalls in den Tagen danach erfolgen müssen.

So habe ich bis zum 05.08. sehr viel Geld verloren, was nicht möglich gewesen wäre, wenn man meiner Bitte um Sperrung nachgekommen wäre.

Dear Olympusbet Casino,

Is the player's statement that the account was blocked only for 30 days correct?

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 the casino has not answered our further questions, I am forced to close this complaint. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru

We’ve reopened this complaint at the request of Olympusbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have been informed that the player's account was closed permanently.

Dear lolseinsohn,

Can you tell me when exactly did you make the disputed deposits?

Dear lolseinsohn,

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.

Hallo,

da ich nicht mehr auf mein Olympusbet-Konto zugreifen kann, ist es mir nicht mehr möglich alle Zahlungen exakt nachzuvollziehen. Der Zeitraum wäre jedoch zwischen dem 24.07. und der Sperrung meines Kontos in der ersten Augustwoche anzusetzen, da ich in dieser Zeit sehr große Verluste auf der Seite hatte, was man durch ein schnelleres Reagieren seitens des Casinos hätte verhindern können. Ich habe den Support ausdrücklich auf mein Problem hingewiesen und um eine permanente Sperre gebeten, mein Konto wurde jedoch vorerst für 30 Tage gesperrt. Erst durch diese Beschwerde wurde es in eine permanente Sperrung umgewandelt.

Danke für die Hilfe und liebe Grüße!

Hello lolseinsohn,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Olympusbet Casino,

Can you provide me with the list of player's deposits? It is important to know how long from the initial self-exclusion request was the player able to make a deposit so we can determine is he's entitled to a refund of his deposits.

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.

Dear Michal,

The player's case has been thoroughly reviewed, and all actions taken fully align with the Terms and Conditions that the player accepted during registration. As you are aware, it is the player's responsibility to familiarize themselves with the policy. By registering, the player agrees to the terms, including the self-exclusion process in this particular case.

We recognize that self-exclusion is a sensitive matter, which is why we have a dedicated team of professionals managing these inquiries. They strive to resolve cases within the timeframe specified on our website, as they did in this particular case. Technical checks are involved, such as verifying the KYC status and ensuring the correct self-exclusion format. Throughout this process, it remains the player's responsibility to manage their gaming behavior.

Once the account was closed, the player was informed via email. In this instance, a refund is not applicable since we have been fully transparent with the player from the very beginning.

Kind regards,

Olympusbet Casino Team

Dear Olympusbet Casino Team,

Firstly, I absolutely agree that there should be a certain timeframe for dealing with the self-exclusion requests. However, it is worth mentioning that these requests should be treated with utmost importance and haste, as the players who are suffering from gambling addiction and are asking for help, are often not in control of their actions. Therefore, I can not agree with your statement that it's the player's responsibility to manage their gambling behavior during the self-exclusion process.

From the information that was presented to me, I can see that the player asked for self-exclusion on the 24th of July, and the account was closed on the 5th of August. This means that the whole process took 8 working days, which is considered by us to be too long. Even if you claim that this aligns with your terms and conditions, it does not meet the standards of responsible gambling. The player deserves a refund of all of the deposits made on and after the 30th of July, as this time period is enough to carry out a self-exclusion request. Could you please reevaluate your position, or is this your final decision?

Dear Michal,

We have thoroughly revised the case once more, please note that the actions and period taken towards the request are fully in line with our terms and conditions.

We do recognize the fact that self-exclusion requests are a very delicate matter and that is why our designated team of specialists examine each such request very carefully, striving to complete such as swiftly as possible.

Keep in mind that these requests need technical times to be processed, to make sure that the request is structured accordingly, as well as to establish the KYC status of the customer, a factor is also the volume of the requests. 

It is important to point out that the player has agreed to the terms when he signed up, they are available and easily accessible, the player is welcome to familiarize themselves with them at any time. 

Furthermore, while the self-exclusion request is being processed, it is the sole responsibility of the player to manage his account activity and gaming behavior.  

Following the above, all actions taken are accordingly aligned with our policies.

Kind regards,

Olympusbet Casino Team

Dear lolseinsohn,

Since the casino is not willing to change its stance, I am afraid I have to close this complaint. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to change its opinion, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal V