The player from North Rhine-Westphalia, despite being on the OASIS ban list, had been able to register and deposit money on the online casino, subsequently losing €700. The player had informed the casino about his issue, but they had failed to take immediate action. We had advised the player on how to request self-exclusion from the casino due to his gambling problems. However, the player had failed to respond to our follow-up messages. As a result, we were unable to further investigate and had to reject the complaint.
Playfina Casino - Player's self-exclusion wasn't recognized by the casino.
Amount: €700
Playfina Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I was able to register at this casino despite being on the OASIS ban list and unfortunately lost €700.
I realize that I lost the money, but that's precisely what OASIS should prevent from happening.
I was unable to register or deposit money with other providers, yet I could do so here.
It's quite frustrating since I was doing so well and had not touched that money. Regrettably, I was triggered by the casino or let myself be tempted.
I am trying to resolve this through Casino Guru first, otherwise, I'll likely have to consult a lawyer.
I'll say it again, I understand I lost money, but that is exactly why I put myself on the list, to prevent this from happening.
Automatic translation:
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1 year ago
Dear DonkeyKong92,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
After checking the website, we have to conclude the casino is licensed under Curacao Antillephone.
I’m sure that you are aware of the geolocation of OASIS operation:
"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."
Since you have chosen a casino with a Curaçao license, you are not protected by Oasis registration.
- Have you informed the casino about your gambling problem at any point?
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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1 year ago
Translation
Hi Tomas,
After I lost the money and was back on the ground, I told the casino to close my account because I was on the OASIS list and why could it even be that I was able to register.
In their response, they didn't comment on it and didn't close my account for the time being.
Only after I informed the casino again (3 emails) that I was on the list and would like a refund did they delete my account and not take any further action.
They just wished me luck and added a few pages as links.
In fact, I didn't know that there were special licenses where the OASIS applies.
This is even more annoying.
From this moment on I don't know how I can do it.
Thanks for the quick reply!
Automatic translation:
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1 year ago
Thanks for your reply.
There are many licenses a casino can have.
Each licensed casino should have the option for you to self-exclude in the casino due to gambling problems. Casinos that are not part of the OASIS scheme will need to be informed by you specifically about your issues and self-exclusion due to gambling problems should be requested from you.
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:
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 (gmabling 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 (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
