Refuel Casino - Player wants his losses to be refunded.

hi, i have a gambling addiction, i used to play on mountgold a long time ago, but it got too much so i shut myself off from there, but then i was still able to open an account on their sister company amok casino, and there i played a lot and lost a lot money, I wrote in the chat every day and asked and pestered and argued about getting bonus money for free and freespins, they suspected and asked several times if I was addicted to gambling and could afford to play, but I said that I could, as a gambling addict so you say that even if you can't afford it, but still I kept pestering them for money and free stuff, they asked again several times if I could afford it, but I kept depositing more and more, but finally when I pestered chat, my account was closed there at amok casino, but gambling addict that I am, I found their other sister company refuel casino, I could open an account there too and deposit as much as I lost. Same thing there, I was nagging about free stuff every day in the chat, they knew about my problem but I could keep depositing and losing lots of money, but finally when I was nagging about free stuff they banned me from there too, so now I have So they let me open a site at amok casino and refuel casino after I was banned from mountgold casino, they wouldn't have let me open an account at amok and refuel casino, there I lost a lot of money that I really couldn't afford, I've tried to get access to all the chats but got to know all the old chats with them. but as I said, start it on mountgold where I then shut down or was shut down. I do not remember. but on amok I know they suspended me due to gambling addiction and then refuel they also suspended me after I lost a lot of money, my registered mobile number on all these sites is ****, I want to claim back all my losses from amok casino and refuel casino because I had been banned from mountgold before, and that amok and refuel knew and noticed in the chat that I was addicted to gambling, 

Antonia H****

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Dear Victorsson96,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Allow me a few questions so I might better understand the situation.

Could you advise if you’ve made any attempts to self-exclude in Refuel Casino? Is there any communication between you and the casino, where you expressed your wish to close your account in the casino due to a gambling problem? What did casino support recommend you do? Please forward it to tomas@casino.guru

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

No, I never mentioned in the chat that I was addicted to gambling on amok or refuel. But on the other hand I was nagging every day for free money and freespins, and they said no several times at first but in the end they mostly gave me and they asked several times if I could afford to play so much and warned me several times in the chat because I was nagging so much. But since I banned myself from mountgold and then play a lot on amok and refuel and nag every day in the chat about free stuff, and they suspected and asked about my gambling several times, they should perceive it as gambling addiction, because I banned me on their sister company and also my behavior in the chat and all deposits, but would like to add that I have contacted MGA which is their license, but have not received an answer from there yet / Antonia

So we can wait and see what MGA responds

Hello Victorsson96,

I understand it must be hard for you but unless you mention your gambling addiction to the live chat the casino might not know you have a problem when asking for bonuses this way. The casino might not act soon enough unless you clearly mention them you have a gambling problem.

Also, according to the responsible gambling policy of Mount Gold Casino https://www.mountgold.com/responsible-gaming/

"Please note that if you self-exclude from this Website, it will only be applicable on this Website only. If you have another account on our sister brand, we suggest that you self-exclude from that Website too. Alternatively, contact Our Customer Support Department and they will be happy to help you in setting up limits across both brands."

Unfortunately, if you haven't requested a self-exclusion in these casinos or didn't ask to extend your self-exclusion to apply to sister brands of Mount Gold Casino we cannot help you further with your complaint.

I wish you luck with your dispute in MGA, however, because of the above-mentioned points, we are forced to reject this complaint.  I am very 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.

If there is supporting decision from the casino authority or other supporting evidence we overlooked, please let me know by sending an email at tomas@casino.guru