Onestep Casino - Concerns over self-exclusion policy breaches by sibling online casinos.

Hi,

I'm excluded by the casino due to self-exclusion after I raised a complaint and specified gambling problems.

I was later able to play on sister casinos to this site and as I understand it, it's their responsibility to prevent me from opening an account an playing on all sister casinos under the same license.

I tried to raise a complaint earlier due to a similar issue and they denied the request. I used the ADR they recommended and they ruled it in the casinos favor. I have attached that conversation.

I also attached an email where I state my gambling issue to a sister casino of theirs before playing on onestep casino.

€930 euro is the amount ive lost on onestep sister casinos after my account being closed due to gambling issues.

€290 euro is the amount i tried to challenge previously but was denied by madre ADR.

Hello legolas91,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Onestep Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did register with the same data as you did the exclusion with? When exactly and for how long was your account excluded? Can you please forward the initial self-exclusion request and the casino's respond to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi,

Yes I registered with the same details. The only thing that was different on the registrations after onestep is the adress as I moved.

First self-exclusion was made on sister casino sonsofslots 28/4 - 2022. I have emailed you the proof. Already here I think the casino acted wrong and didn't follow the player protection directive by not excluding me permanently.

I complained to onestep 9/9 - 2022 and stated gambling problems and my account with onestep was closed permanently. This was the €290 dispute that the adr ruled in the casinos favor. I also think this ruling was corrupt as they didn't seem to understand the rules when it comes to a non-unified database. Can this still be challenged?

Main dispute now is regarding the €930 deposited to sister casinos after being permanently self-excluded on onestep due to gambling issues and the complaint.

Kind regards

Hello legolas91,

Based on the e-mails provided, your self-exclusion was set for 8 months which since 2022 definitely expired. Did you request for a new self-exclusion since?

Hi,

Yes thats from sonsofslots exclusion. I played on onestep casino during that period and lost €290 euro and I claim I should not have been able to create an account and play on onestep but madre adr ruled differently.

I have sent you chat logs from live chat were I raise the issue, they inform me that my account is suspended and that I need to contact support@onestep.com. i mention my gambling issues and make them aware of my complaint. My account was at that moment permanently closed.

I later played at the pther sister casinos and lost €930 euro due to LCS limiteds incompliance with the player protection directive by mga.

Hello,

Is there any updates on this?

We apologize , but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.