Sol Casino - Player's self-exclusion was breached.

I hawe permanently closed myself on al Galaktiga NV casinos. Then i find out i been playing on many casino WHO belongs ro them. Last SOL casinos.

they told me to send a complaint but no answer for a months now

Hi,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with Galaktiga NV casinos.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• Can you specify the names of all the Galaktiga NV casinos on which you have self-excluded yourself?
• When did you initially request the permanent closure of your accounts with Galaktiga NV casinos?
• Have you directly informed this specific casino about your gambling problem?
• Can you provide details about the communications you’ve had with the casinos regarding this issue, including any responses you received?
• Have you received any confirmation emails or messages about your self-exclusion from these casinos?

You can forward any relevant communication to petronela.k@casino.guru.

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

Sent you email

Hi,

I have reviewed the responsible gambling sections of some of the mentioned casinos, such as Starda and Jet Casino. You can find their policies here: Starda Responsible Gambling Policy and Jet Casino Risk Warning.

Self-Exclusion

If you believe that playing at the online casino has stopped being a form of entertainment and adversely affects your life, contact the support service and request a temporary or permanent restriction of your account.

None of these casinos mention in their self-exclusion policy that you will be blocked in other casinos owned by the same company. I understand that one might assume that an owner shares player databases across platforms, but the Curacao license doesn't require this. If you never informed this specific casino about your gambling problem, self-exclusions from "sister" sites are irrelevant. Sometimes casinos can identify the same player across their entire platform if they communicate together, but if you close your accounts at some casinos and later create a new one at a different casino, this may go unnoticed.

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.

Alright

We are closing this complaint as the player has requested the immediate deletion of their Casino.Guru account.