The player from Germany, who had self-excluded due to a gambling addiction, had still been allowed to deposit and play at Pirateplay Casino, part of the same group from which he had been banned. Despite having contacted the casino, he hadn't been issued a refund. The player confirmed that he had used the same personal information for registration as in his previous self-excluded accounts. We had attempted to contact the casino to resolve the issue, but received no response. As a result, the complaint had been classified as 'unresolved', which could have negatively affected the casino's rating. The player had been advised to file an official complaint with the casino's licensing authority.
Pirateplay Casino - Player is experiencing difficulties with the refunds of his deposits.
Black points: 319
Amount: €500
Pirateplay Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Translation
Good Day,
Today I am contacting you to lodge a complaint about the casino. I received confirmation in 2020 that I would be permanently banned from all casinos in the group due to gambling addiction. (See attachment). I also asked other casinos in the group for a lifetime ban from all Dama N.V. brand casinos due to my gambling addiction. I can provide these screenshots as well.
My complaint today is against Pirateplay Casino. I have already contacted them concerning this issue. They refused to issue a refund even though I was guaranteed a lifetime ban from the entire group (See screenshot).
My first deposit was made in 2022. The account was created on 06.05.2022.
The casino has refused to issue a refund.
Please help me.
Automatic translation:
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6 months ago
Dear Jonasgamble,
Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the KYC verification in this casino?
Is your account currently still open?
When was the last time you communicated with customer support and what was it about?
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
Veronika
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6 months ago
Translation
Good day,
I never tried KYC verification there. far as I know. My account is now blocked. The last contact occurred when the refund was refused.
Many thanks for the help.
Automatic translation:
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6 months ago
Have you used the same personal information for registering in this casino as in your previous Dama N.V. casinos where you are self-excluded?
When was the last time you were able to log into your Pirateplay account?
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6 months ago
Translation
Good day,
Yes, exactly the same data was used: telephone number, address, email, etc. I guess the last registration was 4 months ago.
Automatic translation:
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6 months ago
Thank you very much, Jonasgamble, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.
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6 months ago
Dear Jonasgamble,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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5 months ago
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.
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5 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Jonasgamble,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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