The player from Greece reported that Pamestoixima had activated their account despite being on the self-excluded player's list, which led to financial losses. The player requested a refund. The Complaints Team concluded that without evidence of a gambling problem specified in the player's self-exclusion requests, they were unable to confront the casino or demand a refund. The complaint was closed, and the player was advised to contact the casino's regulator directly for further action.
Pame Stoixima Casino - Player’s account was reopened against self-exclusion request.
Amount: €400
Pame Stoixima Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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3 months ago
Translation
The company Pamestoixima, despite me being registered in the self-excluded players list maintained by the Gaming Supervision and Control Commission, activated my account on 21/6/2024 at my own request.
This resulted in me losing money.
In the past, I had requested a permanent self-exclusion from this specific company.
This company violated Greek law by not consulting the self-excluded players list to confirm my registration, which would have resulted in the permanent blocking of my account.
I request a refund for my losses.
Automatic translation:
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3 months ago
Dear makelios6,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pame Stoixima Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain if you contacted the casino already and requested a refund? With what result?
- Could you please share your request for a self-exclusion in the casino?
- Could you please share your communication with the casino that led to your account being reopened? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Dear Thomas I have contacted the casino asking them to refund my losses and they have refused.
I will send the other information you asked me to your personal email.
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3 months ago
Thanks for your emails.
Could you please share your registration to the register of excluded persons?
Send it to my email at tomas@casino.guru
If you received any confirmation from the organization, please send it as well.
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3 months ago
Translation
Dear Thomas
I do not have access to the register of banned players maintained by the gaming monitoring and control committee.
According to the current legislation YA 79835 EX 2020, a player who requests his permanent self-exclusion is automatically registered in the excluded register.
The casino is obliged voluntarily to send the data to the gaming supervision and control committee.
I have requested my permanent self-exclusion three times on 26/2/2020 10/5/2022 and 21/6/2023.
I am attaching the legislation. 
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3 months ago
Thanks for the explanation.
I understand your position. According to this letter, you requested a permanent self-exclusion from the casino, without specifying gambling problems or addiction. According to the legislation you cited, permanent self-exclusion can be undone after a request, the casino argues has been made:
Could you please forward your original requests for self-exclusion to my email at tomas@casino.guru?
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3 months ago
Translation
Dear Thomas
The initial requests for permanent self-ban were made through pamestoixima's platform and live chat which I do not have access to.
By law the company before reactivating my account voluntarily had to refer to the banned register maintained by the gaming supervision and control committee and check if I am registered.
It didn't and instead activated my account.
I am attaching the legislation.
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2 months ago
Please understand we believe the casino should protect you from further gambling after you inform them about an ongoing gambling problem or addiction. Permanent self-exclusion in your country seems to have the option for the permanent self-exclusion to be removed after a year after a short procedure. Only if you present proof you informed the casino about a gambling problem or addiction we'll be able to assist you further.
If you haven't informed the casino about a gambling problem, I would encourage you to do so to be protected permanently.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Pame Stoixima support,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason for my decision is (that I am suffering from gambling problems)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to the casino support and keep me informed about any further developments. Thank you in advance for your reply.
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2 months ago
Dear makelios6,
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.
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2 months ago
Translation
Dear Thomas
As I have explained to you, according to the Greek legislation, the casino let's bet had to refer to the list of self-exclusions and search automatically if I am registered or not, since in the past I had submitted three requests for indefinite self-exclusion.
He didn't and reopened my account.
If he did and found that I was registered he had no right to activate my account.
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2 months ago
I wish I could be of more help.
As explained earlier the self-exclusion request you submitted to the casino in the past didn't seem to specify a gambling problem, which is why it was later overturned. Without evidence of the contrary, we are not able to confront the casino and demand a refund.
If you were on a list of excluded persons and the casino acted contrary to current legislation, I would recommend you contact the casino's regulator and file a complaint with them directly. We unfortunately can't determine such violations or launch an investigation regarding such issues.
Kindly request the self-exclusion due to a gambling problem I advised earlier if your account is not blocked, or the status of your account is unknown and let me know about the result.
Thanks in advance for your reply.
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2 months ago
Dear makelios6,
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.
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1 month ago
Dear makelios6,
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
