Raptor Casino - Player’s requesting a full deposit refund.

Hi, I need your help before I take legal action.

let's start from the beginning, I had a game account in the casinos of the infiniza limited company.

amok, refuel, mountgold, gemler. I was banned from all the casinos of that company due to a gaming problem. On 22 November 2022, I sent the following message to Infiniza Limited:

kindly ask you to block my access to your site because of my gambling problem.

If I have an account on your site, please close it permanently and stop all marketing.

If I haven't registered yet, please make your best effort to prevent me from doing so.

I hope this ban also applies to any of your "sister casinos" and possible future casinos.

Here are my personal details:

they banned me, however I managed to play on 5/1/2023 at their sister casino Raptor casino. Raptor casino operates under a different license, but they are sister casinos.

Raptor casino is part of the 79Affiliates partnership program, which includes all sister casinos, including all casinos of infiniza Limited: amok, refuel, mount gold, gemler.

Raptor Casino websites are exactly the same as infiniza Limited casinos, the employees are the same. the terms of use are the same and Raptor Casino's terms of use even mentioned that they are under infiniza Limited.

because I specifically asked for ALL SISTER CASINOS AND COMPANIES TO BE CLOSED THEY are neglecting me. Now my account at Raptor casino is also closed.

Because of this they have to return my money that I deposited.

i have done research and can prove in many ways that they are sister casinos. I have no correspondence with the casino as they do not respond.

Dear Lolna123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request to Raptor Casino directly? My email address is petronela.k@casino.guru. When did you register your Raptor account?

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Moreover, if the casino is regulated by Curaçao Licensing Authority as there's no such thing as self-exclusion throughout the platform.

Looking forward to hearing from you.

Best regards,

Petronela 

Hi, I'm not sure if you understood me correctly.

I registered at Raptor casino on January 5, 2023.

On 22 November 2022, I asked infiniza Limited from amok casino for self-lockout due to a game problem. (Sister casino) the message I sent to amok casino I have sent a screenshot of it when I made this complaint. It specifically emphasizes that I am also requesting closure for sister companies.

I understand your point, the ban does not apply to all platforms if the player does not specifically request it! There is a mention in the terms of use of Amok casino if you want the game ban to also apply to sister companies, mention it to our customer support.

in my case, when I sent a blocking request to amok casino on 22.11.2022, I mentioned ALL casinos, as well as sister casinos. Raptor casino is a sister company of amok casino.

I have never sent Raptor casino a blocking request.

when you go to raptor.com and click on Affiliates at the bottom you will find their sister casinos.

And even though the casino is regulated by curaco's license, they also have their own license rules regarding responsible gambling, here are the provisions taken from curaco's responsible gambling section:

Curaco egaming license rules for responsible gaming:

2. The Operator shall collaborate with Partners in the Gaming Industry in its efforts to minimize Gaming Addiction.

7. The Operator is required to have in place and maintain proper measures to help prevent player addiction and allow Self-Exclusion to players who access the Websites.

they are partners and I asked their sister casino AMOK to block because of a Gaming problem for ALL SISTER CASINOS.

11. If measures for Self-Exclusion apply, the Operator or any of its Affiliates shall not approach the End User with any information aimed to generate interest by the receiver for products and services of the Operator.

so why haven't the responsible gaming tools been applied to me even though I asked? Can you contact the casino and ask.

Dear Lolna123,

I'm not sure why you believe that Amok Casino and Raptor Casino are related in any way. They have two different owners and two different licensors (Malta and Curaçao).

https://www.amokcasino.com/

https://www.raptorcasino.com/

Once again, if you didn't ask Raptor Casino to have your account closed directly, there's not much we can do for you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hey,

I don't believe, but I know they are related.

1. Raptor Casino's page has an AFFLIATES section which takes them to the affiliate program where all their sister casinos are including amok casino. I have separately received affliates confirmation that they are partners and sister casinos.
2. Raptor Casino's terms of use, terms of use are 100% the same as amok casino's and what's special there is a mention of infiniza limited. Infiniza limited is also the owner of amok casino. This means that infiniza limited is also affiliated with Raptor casino.
3. I have received information from their customer service that they are affiliated with a casino operating under a curaco license.
4. website, terms of use, game platform. All are the same as amok casino.

finally, I can confirm that they are sister casinos even though they operate under a different license. I don't need to ask all sister casinos separately for a permanent ban because of a gaming problem because I made it clear to one casino (amok) that I want a permanent ban from all of your sister casinos because of a gaming problem. In my message, I emphasized separately that I am also requesting exclusion for the sister casinos.

As I mentioned several times before, if you haven't requested the self-exclusion from Raptor Casino directly, there's nothing we can help you with. I fully agree that it would be ideal if a player requests the self-exclusion from one casino and is automatically protected in all sister casinos. Unfortunately, this is not standard practice yet.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.