The player from Greece is facing issues with self-exclusion. Despite two self-exclusion requests, the casino allegedly reactivated their account, leading to the player suffering losses. After gathering more information from the player we concluded the player should have requested a permanent self-exclusion due to a gambling problem in order for the casino to prevent him from gambling, unfortunately we concluded he was uneligible for a refund of lost funds. After the player requested a self-exclusion due to gambling problems in the casino and received feedback from the casino, we closed the complaint accordingly.
Pame Stoixima Casino - Player's self-exclusion request not properly handled.
Amount: €1,000
Pame Stoixima Casino
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9.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello and thank you in advance for your help. I have been verified by the company since March 1, 2018. Since then, I've put myself on self-exclusion twice - once in 2022 and recently in 2023. When I initiated my first self-exclusion, I didn't reactivate it, nor did I pay any attention to it, but the casino made sure to inform me that it was reactivated and even surpassed the self-exclusion limit and they even offered me a deal. According to the terms, after self-exclusion, it does not reactivate unless the player requests it. So, I deposited money and suffered losses, asking for another self-exclusion. It is currently suspended and I would like to keep it that way, but the money I lost; I wish I hadn't lost it.
Automatic translation:
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11 months ago
Dear Fafou,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pame Stoixima Casino.
I checked the website and found this:
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you took this option and selected the 'permanent' option when requesting the self-exclusion?
- Could you please send me the correspondence between you and the casino detailing the circumstances on how your account has been reopened?
- Could you please include your subsequent communication with the casino?
- Have you asked the casino for a refund or informed the casino about a gambling problem at any time?
- 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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11 months ago
Translation
I have kept these emails only, all of them, on the day my account was reactivated, I was notified by email about its opening. I have not previously notified the casino of any problem until now that I am requesting my deposits back. I didn't find the single exclusion and I had chosen the biggest long-term one
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11 months ago
I am sorry but I have trouble understanding the situation.
- Have you used the feature of 'permanent self-exclusion' in the casino?
- Could you please forward the original email to tomas@casino.guru so I may review it?
- Are you requesting the deposits made in 2023?
I apologize for the inconvenience and thanks in advance for your reply.
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11 months ago
Translation
Good evening
The casino does not give me the option to have my account banned forever. So I always chose the longer time frame of one year. According to the rules and the law it should not notify you by email that the account has been activated automatically to encourage you to come back to play. Yes, in fact the 2023 deposits. I have sent you all the files I had
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11 months ago
I am sorry but I haven't received any email from you. Please send the information again to my email at tomas@casino.guru
Please let me know if you sent the email from an email address different from the one registered on our website.
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11 months ago
Thanks for your message.
Unfortunately, if you either haven't mentioned any gambling problems to the casino and don't remember which self-exclusion feature you used in the casino, we won't be able to request a refund on your behalf.
We can't penalize the casino for reopening your account after the self-exclusion supposedly expired.
We believe that after you inform the casino about your gambling problems they should act in order to protect you by permanently blocking your account.
If you are unsure about the status of your self-exclusion in the casino I would recommend contacting the casino again.
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:
DOB:
Casino login:
Email address:
"Greetings,
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 (permanently).
The reason for my decision is xxx (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 support@opap.gr (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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11 months ago
Translation
But I remember the self-exclusion option I chose. And I had chosen self-exclusion. thank you
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10 months ago
Have you received any response from the casino following your request, please?
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10 months ago
Translation
Hello, I received a reply that my account was closed
Automatic translation:
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10 months ago
Thanks for the confirmation.
- I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
- Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
The complaint will now be rejected based on the reasons given above. I hope you won't face issues like this anymore. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
