Saga Kingdom Casino - Player’s request for a self-exclusion has been overlooked.

Dear Casino.guru,

I've been waiting since 4th of januari without any answer from Folkeriket/Folkeautomaten.

I was living in a huge gambling addiction and could not stop making deposits. I took out a loan at the same time

to finance my gambling of SEK 45,000 and deposited 116 times spread over 12 days.

On 2019-08-26 alone, I made a total of 31 deposits. There were no checks or someone who asked me about all these deposits that were made, I showed great tendencies on a gambling addiction but the public machine took no action.

On 2019-08-23 I had made 22 deposits, I regularly asked about bonuses which I should not have received as I am a Swedish citizen, I still received these on both deposits and bonus money to make me deposit and play more.

This is not a responsibly action from their side and they were not following their own terms, due to this i want a refund.

Also i talked in the chat with them and they even told me that this was a wrong turn from their side and that i should wrote an email about this to them, it's been over a month without any reply, i've been talking in the chat with them but they only respond that they will get back to me when they know anything.

Dear timgartz,

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

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

They did break the terms for Swedish players as a MGA casino, me as a Swede could not get those bonuses after 2019. Also they did not take responsibly gambling serious.

I understand your concerns, timgartz. However, have you informed the casino about your gambling addiction, or requested the self-exclusion? Please forward any relevant communication and supporting evidence to petronela.k@casino.guru. Thank you in advance.

Dear timgartz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent them the same PDF that is attached here, my account with them is closed due to gambling addiction

Could you please advise when you sent the PDF file to casino and when was your account blocked? Could you please forward the original email to petronela.k@casino.guru? Thank you.

6 jan, sended you the email also now 🙂

Thank you for your email. I have analyzed everything thoroughly and this is what I understood.

The last emails that you received from the casino were back in 2019.

On January 6th, 2023 you sent an email to the same email address from which you used to receive correspondence from the casino.

However, the website changed its name and focus since then.

https://www.folkeautomaten.no/ to https://www.folkeriket.com/

Folkeautomaten casino

As Folkeautomaten really only has Norwegian players, it is easy for the casino to adapt the content to Norwegian players. This applies to games, promotions, customer service and much more. As the name suggests, the goal is to be a casino for most people. The content on the website must be easy to understand, and customer service is of course also in Norwegian.

It is possible to play both regular casino games, live casino games and odds on the Folkeautomaten. It is especially the slot machines that are popular among the casino games, it is also obvious from the name of the casino. It is on these games that the really big jackpots are to be found. Progressive jackpots on slot machines are often in the millions.

In addition to a good selection of games, there is also a separate customer club and a number of different campaigns and bonuses . There are certainly many who mainly think of welcome bonuses in connection with this, but promotions over time are at least as important. At the end of the day, online gambling is about entertainment, and by using promotions and bonuses smartly, it is possible to get a good deal more play for your money.

Folkeautomaten has changed its name to Folkeriket .

You haven't received any reply from the casino because the email address doesn't work anymore. The new email address is kundeservice@folkeriket.com or support@folkeriket.com.

I hope this explanation was helpful. Please send another self-exclusion request to the proper email address or set it up inside your player's account and keep me informed about any further developments.

https://www.folkeriket.com/no/responsible-gaming

Do you need a break?

If you feel you need a break from your gaming, we offer the option to close your account for as long as you need to give you time to think about your gaming situation in peace and quiet. This can be done under your account settings where you can choose between 24 hours, 1 week, 1 month, 6 weeks, 6 months or indefinitely. If you wish to lock your account for a different period of time than the options available on the page, you can contact our customer service who will gladly help you with this.

Hello,

I have also contacted them on their livechat and sent the PDF there, they did send me this confirmation email:

Neil (Folkeriket)

Jan 3, 2023, 03:49 GMT+1

Dear Tim,

We hope this message finds you well.

This is an acknowledgment that we have received your complaint and that it has been escalated to a senior staff member for further investigation. We might have to involve other departments or vendors in the process, so please allow for up to 7 business days for our full response.

The full process for complaints and disputes is described in our Terms & Conditions article 4.

Don’t hesitate to contact us at any stage of the process should you have any questions.

Best regards,

Neil

I see. Could you please forward the original email to petronela.k@casino.guru?

Hello,

Yes i have sent it over now 🙂

Screenshot from the player:

Thank you, timgartz, for the casino email from the February 25th. Could you please forward the one that you mentioned in your previous reply (from Jan 3rd)?

Hello,

I have submitted it through their chat

Etc. Tim

Thank you very much, timgartz, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello again, got this reply from them now:

Robert (Folkeriket)

Mar 5, 2023, 13:11 GMT+1

Dear Tim,

Thank you very much for your email. We have checked your account and cannot find any basis for your refund request. We confirm that your account has been treated in accordance with applicable laws and regulations. We have also checked your account for closures and communications to us about your gambling addiction and found none.  

We are sorry to hear that your gambling has had a negative impact on you and we would like to reassure you that your account with us is permanently closed and you are no longer able to log in.

We hope that you still see the opportunities to change this situation by using the help and social features available. You can find them below:

Hjelpelinjen

Blå kors

Anonyme Gamblere

Regards

Robert

Complaints Department

Dear timgartz,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Dear Casino Guru Team,

Thank you for your mediation in this matter.

The following has also been communicated with Tim already:

In accordance with the case raised here we have re-reviewed the entire case and your account on our end. Our original decision however stands, we cannot find any basis for Tim's refund request. We confirm that his account has been treated in accordance with applicable laws and regulations at all times. We have also checked his account for closures and communications to us about his gambling addiction and found none that were not immediately acted on.

We are sorry to hear that his gambling has had a negative impact on him and we would like to reassure him that his account with us is permanently closed now that we were made aware of his situation and he is no longer able to log in.

We hope that he can still see the opportunities to change this situation by using the help and social features available.

A few that we recommend are:

Hjelpelinjen

Blå kors

Anonyme Gamblere

Regards,

Folkeriket Team

Dear timgartz,

since I have not found any mention in the evidence provided, I need to ask. Have you informed the casino about your addiction, and they behaved incorrectly? Could you provide evidence?

Be aware that if you want a refund solely based on the increased number of deposits, and you believe the casino team should have blocked you. I am afraid it will not be sufficient. Something like that is not standard, and it is also not mandatory for the casinos, although it is positive.

Dear timgartz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player has stopped responding. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.