Simppeli Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hi, I excluded myself from dreamvegas casino on July 10, 2019 due to a gambling problem. I had such a bad gambling problem that even those close to me intervened. On July 11, 2019, Dreamvegas Casino placed a global lock on my account, which means that I was blocked from all casinos operated by White Hat Gaming. Despite their blocking, I managed to open an account on October 3, 2019 at Simppeli Casino and deposit a large amount within 3 days. I demand a deposit / withdrawal difference of 6000e back. The simple casino has refused to pay for this they justify their decision that I circumvented the block by registering with different details.

My information has been exactly the same.

Simple Casino is a Play play casino, there is no need to register, the registration details are directly extracted from my bank details.

Dreamvegas casino must be registered manually. The only difference in my personal information is MY NAME. Dreamvegas Casino only asks for a FIRST NAME when registering.

All personal information is personal no one else can have the same personal information, if global blocking had really been set it would have had to respond to phone number, email, date of birth.

Both of my accounts have been verified using the kyc method, the customer service representatives should at this point have the latest alarm clocks ringing that I have blocked globally.

according to mga rules, they should have blocked me from all white hat gaming casinos. They claim to have placed a global block on July 11, 2019 but I circulated it by registering with different personal information.

I’m going to take it forward and make this a big deal, casinos don’t have to treat gamblers like this. They have once been punished by Mga for missing the tools of responsible gaming, I will do my best to repeat this if they are not prepared to admit their mistake.

Dear Lolna123,

Thank you very much for submitting your complaint and forwarding the relevant screenshots:

I’m sorry to hear about your problem. I have checked your registration information and found several differences:

• Your middle name included in Simppeli Casino account
• different postcodes submitted in both registrations
• address not submitted in any of the registrations

Could you please confirm it?

Have you ever informed Simppeli Casino about your gambling problem and were able to deposit funds afterwards?

Looking forward to hearing from you.

Best regards,

Petronela

When I reported to the simple casino separately that I have a gambling problem on October 10, 2019 I have not deposited since and have not been able to play at the simple casino.

this personal information is personal, this same information as mine cannot be held by another person. This information was the same for both accounts

first name the same

last name the same

date of birth the same

e-mail the same

phone number same

another name the same

(picture of my passport has been submitted to dreamvegas casino)

the address is different as this is variable information and not personal information and should not be such a big weight of this as anyone can move into my old house and get my old address available.

here is my dreamvegas casino closing information for my account. Please note that on July 10, 2019 I reported a problem with the game.

There are two different options that players can use for account closure and self-exclusion due to a gambling problem.

there are big differences between closing an account and closing yourself. If a player closes his account, he can open it because only and the casino has no obligations towards the player. On the other hand, if a player self-excludes due to a gambling problem, the casino must comply with the player's request and the account (s) must never be opened.

In my case, the blockage imposed on July 11, 2019 clearly reads TEMPORARY, no dates have been set for the lockout, this proves that self-exclusion due to a gambling problem has not been observed, a blocking self-exclusion has been placed. this proves that I would because I could only reopen it. As a result, the registration for the simple casino was also successful on October 3, 2019.

When again you find out on 14/04/2020 I put a message back to dreamvegas casino about a gaming problem and a 5 year lock has been set in the lock due to a gaming problem.

Here is information on Simple Casino and lock history. I reported a gambling problem to the casino on July 10, 2019, and they put me in block for 5 years due to a gambling problem. Please note that the block was imposed on July 10, 2019 but there is no mention of it in the history of dreamvegas lock. Although according to the MGA regulations, a block should have been placed on all accounts when a player reports a gambling problem. This clearly proves that their blocking system just doesn’t work, communication between casinos doesn’t work.

This means that I would only have been able to request an account if I had wanted to. But I didn't ask because I thought I was protected. All of this shows that their argument "I used other personal information and circumvented the block" is a lie. The whole block was just not set.

I haven't played at dreamvegas casino since July 11, 2019 and I'm not playing at the casino since October 7, 2019. I demand a refund of the deposit amount after July 11, 2019 as I had to be protected.

Could you please confirm the following events?

• Account blockage at DreamVegas Casino (without stating gambling problem to be the reason) was requested 10th of July 2019

• Simppeli Casino account was created on the 3rd of October 2019
• Self-exclusion from Simppeli Casino applied by the operator on the 7th of October 2019 for 5 years

Nevertheless, Simppeli Casino knew about the SE request beforehand and accused you of circumventing the registration system.

Hey,

1. The Dreamvegas account was closed on July 10, 2019 due to a gambling problem. The problem of gambling has been mentioned. Dreamvegas was called to me and a friend.
2. A simple casino account was created on October 3, 2019, a simple casino account was closed due to a gambling problem on October 7, 2019
3. The simple casino accused me of circumventing the registration system as I requested a refund of the deposit from 10/07/2019 to 10/10/2019 as I had to be protected because I reported the gambling problem to dreamvegas casino on 10/07/2019.

simple casino claims that the gambling problem self-lock has been set as early as July 10, 2019 for all of their casinos, and I have circumvented it by registering with different information. This is not the case, you can clearly see from its lock history that there was no set global lock as they claim. And I haven’t circumvented the blocking system and registered with different information, all the information is the same. They knew my other name.

can you ask the casino to comment on the case? Because they don't answer me at all.

Thank you very much, Lolna123, 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 Lolna123,

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

Hi, thanks is welcome. Yes, I don’t think the casino will respond to this complaint at all. If they respond they will respond exactly to the same message they responded to my complaint. I haven’t caught up with the casino team despite numerous emails. This is their way of treating customers.

Hi, have you closed the casino? Is there anything new?

the simple casino also doesn't match me. So I would like an answer, I made a kyc method for dreamvegas on May 18, 2019 where I submitted a picture of my passport, why didn't you add another name to my personal information?

Regarding my personal information

Name and address is not personal information there are a lot of people in the world who have the same name with me, there are also many people who have owned / own the same home address with me because naturally people move. Naturally, the Blocking System cannot work ONLY by name and home address.

As for the phone number, it can’t be anyone’s the same as what I have.

Email No one in the world can create the same email address as what I have. Thus, I am very confused as to why the system has not responded to my registration as it is the most relevant and important of all WHEN the email address has been the same.

All in all, all the information was the same, the fact that an error has been made in your head and you have not reacted to my personal information is not my problem, I have not bypassed any system.

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’.

Will the casino respond to this? Or do they behave as irresponsibly as I do. This casino never approached me and asked if I was okay? Is gaming under control? I showed clear signs of a gambling problem, they should have ruled me out because of the gambling problem, not to mention that I already had to be automatically protected.

See 4 days for 19016e deposits.

Jozef what is your point of view in this case?

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’.

Hi, the casino doesn’t even respond to me despite my numerous emails.

Have you had any contact with Josef Casino?

Hi, it's been almost a month since my complaint was broadcast and still I haven't even received a response from Josef.

Have you caught the casino?

I really hope that the simple casino is not recommended to other players and this complaint would negatively affect their reputation on your website. It is very irresponsible to be as indifferent as gambling addiction and vulnerable players. The simple casino has had 3 weeks to respond to this complaint and they are not interested.

I have now made a formal complaint about the casino to a higher authority. I also want this complaint to be visible to others.

First, the casino does not respond to any emails I send. Therefore, they are not interested in responsible gaming.

Secondly, I really question their actions a lot. I think it is very irresponsible not to contact a player once and ask if the game is under control? Where did you get the money to play? After losing 13000e in 3 days and then winning 8000e back, I panicked and decided to stop playing now I went to their chat to pray for help, I asked for help, I did my best not to lose my winnings again. I told them I couldn’t sleep at night, I didn’t want to sink even lower than what I already have. At this point, when I approached them myself, they excluded me at my request. I also told them that "first i lose a big sum on your casino then i WIN THEM BACK" are clear signs of a gambling problem when a player tries to win back their lost money. They knew everything that was going on in my account, but didn’t interfere with it because it wasn’t profitable for them. Before I actually went to their chat to pray for help. They saw from my account that I was not well. Why didn't they approach me and ask? Why did they take advantage of a young ignorant 22-year-old?

Third, their argument that I circulated the blocking system with different information to register is not true, my other name was known. Also the address and zip code I talked to the Simple chat agent on several occasions and I used the same address as dreamvegas in my account, why didn’t they question this? I have all the supporting documents for this. I also have an official census certificate that my address has been the same. That’s why a zip code is different, I can’t say it keeps asking them how it’s possible. For the simple Playn play casino there you will not be able to register manually and you will not be able to exchange information yourself.

I have also approached the simple casino anonymously and have received confirmation from them that if the address is different it will not prevent the blocking system from recognizing you. The more the same information the system responds immediately. The agent said one of the most important information is the method of payment and the 4 most recent digits of the blocking system responds best to it. In my case, I ALWAYS used the same payment method. I have an official receipt for this, as well as an agent chat. After all the checks I came to the conclusion the block had not even been set, as evidenced by the lock history on my account.

Hello Lolna123.

We have not received any reply from the casino team until this date, but I have just found quite a relevant contact that would possibly help. I am extending the timer by 7 days, if it is not successful I will provide you with information about the further steps you can take.

Hi Josef, I really hope we get an answer this time and this complaint will finally be resolved. And I will refrain from any further action on this matter. .

I have investigated my case even better and I would like to make a few more points. A simple casino is a pay and play casino, what is the advantage of this for the casino? They get all my information directly from the trustly payment service broker, hence the kyc is performed. (here is the first alert how this has worked because I have received information from the simple casino they block their bank account IDs with their blocking system as they can assure me that I cannot log in and deposit because I have to confirm me with my ID every time I make a deposit) both accounts used the same payment method .

They also don’t have to wait for documents from me because they have them right in front of them, a question mark why the customer service representative hasn’t responded that I should be protected? Also, pay and play casinos are NOT exempted from license-specific requirements, manually checking a player's game account to see if the player's details match the Source of Wealth / aml once the player has deposited 2000e in advance. Why were these actions not performed on me? 13000e deposits in 8 hours, this far exceeds the average monthly income of those living in Finland. Source of Wealth inspections should have been conducted on this basis alone.

I had lost 13000e in 8 hours and your customer service representative will contact me after that and offer a bonus, do you think this is against fair play?

Wouldn’t the customer service representative have had only one job, to exclude me as I had to be protected, and to ask Can I well lose a large sum of money in a short time? Do I need help?

The operator has clearly violated the gambling commission’s social responsibility codes.

1. VERY high amounts of deposits in a short period of time. (and often within minutes)

2. The total amount of these deposits

Model 3 of my game (I only played ONE slot game to chase my losses)

4. time spent (long sessions)

5 I will play back the winnings within a few hours.

I am convinced my request for blocking was not even set on 11/11/2019 although the operator so claims white hat gaming is offering a max 5 year account lockout due to a gaming issue, 11/07/2019 no 5 year lockout has been set. This only proves that the whole block had not been imposed, and therefore no system has been circumvented with different personal data, this is a ridiculous argument and I have already proved it on several occasions.

I'll wait for your answer.

Hello, I have now examined the documents that I had and I have received sufficient proof that after the call on 10.7.2019 no SELF EXCLUSION lock was set on my account. As you can see, "other manual lock" was set, pay attention to 14/04/2020 when I sent a mass email to all casinos again about my problem, the section says "manually applied self-exclusion", the operator claims to this day that on 10/07/2019 a block has been set for all their casinos to protect me from problem gambling. as a result, the registration for the simple casino was successful.

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’.

Is there anything new? Josef, have you caught the casino, you promised to get back to me about 4.7 but I haven't heard from you. 🙁

Hi Lolna123.

Thank you for your patience, I have not planned to provide the casino with another 7 days, but our system has automatically prolonged it. Unfortunately, the contact I have mentioned is unresponsive. I would suggest waiting these 2 days left, and when there is no reply I will close this case and get back to you with further steps. Sounds OK?

Hi, thank you very much for your time Josef🙂 I don't think the casino will react. They haven't even responded to my numerous emails for a month. I think it is good to stop the complaint and take further measures.?

Hi, you are right, the casino team had more than enough time to react.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Lolna123,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef