The Austrian player with a gambling addiction was able to register and deposit at LCS Ltd-run casinos despite being banned. The player has evidence indicating that support teams across all LCS Ltd casinos respond in a similar manner. They have notified LCS Ltd about their gambling addiction. We rejected the complaint because the player didn't respond to our messages and questions.
Onestep Casino - Player complaints about being allowed to play despite self-exclusion.
Amount: €2,080
Onestep Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.2
Onestep Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Despite being banned from LCS Ltd for years due to gambling addiction, I was consistently allowed to register and make deposits at an LCS Ltd-run casino. In this case, the casino in question is Onestepcasino! Upon contacting the casino, I was told that the casinos have no correlation. However, I can provide screenshots as proof that the responses from the support teams across all LCS Ltd casinos are consistent and are even marked with a running number. In addition to this, I have directly informed LCS Ltd about my gambling addiction. I have attached my proof for reference. This same situation arose again, this time involving Betstro! Again, when I contacted the casino, I was told the casinos have no relation. Yet again, screenshots provide evidence of identical responses from the support teams across all LCS Ltd casinos and each being assigned a sequential number. I also directly informed LCS Ltd about my gambling addiction this time as well. I have attached the corresponding evidence.
Automatic translation:
Public
Public
1 year ago
Dear x4wsccrkcd,
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?
Meanwhile, I checked the Responsible Gambling section and this is what I found (here):
Is support@Onestepcasino.com the email address to which you sent your request?
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
Public
Public
1 year ago
Translation
I sent all emails regarding the ban to support@onestepcasino.com, also to info@lcs.com and to info@lcsltdeu.com with the following wording:
Ladies and Gentlemen!
I have a player account with you, which is registered under the email address ……….
According to your records, I made deposits of €2080 in your online casino.
This letter is also being sent to all MGA departments because there has been a massive violation of player protection!
I was previously banned permanently (i.e. for life!) from the online casino of the same brand, namely LCS ltd, due to gambling addiction and personal bankruptcy, which I have been in since August 2019 (I sent you a confirmation). The site you operate, Onestepcasino, is licensed by the Malta Gaming Authority under license number MAG/B2C/233/2013 (02/07/2013) issued to LCS Limited, C-64070, registered in Office 3, Level2, Sterling Building Enrico Mizzi Street, TA'XBIEX XBX 1453, Malta.
I also forwarded the email to the desired email address.
Automatic translation:
Public
Public
1 year ago
Hello x4wsccrkcd,
The sole communication I've received from you on this matter was an email from the casino requesting necessary documents for verification. Could you kindly send me your initial self-exclusion request at your earliest convenience? Thank you.
Public
Public
1 year ago
I received an email forwarded from the casino stating that your account was blocked on April 18, 2023. The message did not mention any gambling problems but indicated a straightforward account closure. Could you kindly inform me about when you communicated to the casino regarding any gambling issues?
Public
Public
1 year ago
Dear x4wsccrkcd,
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.
Public
Public
1 year 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.
