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I am a known gambling addict and had previously requested permanent self-exclusion due to gambling addiction at multiple casinos owned by Hollycorn N.V. (Crocoslots, BohoCasino, Slots Gallery, Lucky Hunter, Asino, Retro Bet, Stay Casino).

Despite these permanent exclusions, I was able to create a new account at Neospin Casino (also owned by Hollycorn N.V.) and lost €1400 through multiple deposits within 3 hours.

I have attached evidence showing that I explicitly asked for my accounts to be blocked due to gambling addiction (see my emails to BohoCasino, Retro bet and LuckyHunter).

I believe the operator failed to uphold their responsible gambling obligations and should refund my deposits and ensure I am permanently excluded from all their brands.

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Dear svitoder,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General T&Cs, and this is what I found:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at [email protected] in order to initiate withdrawal of remaining balance. Our support team will contact you within a reasonable timeframe with information on the withdrawal and will assist you with it.

Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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.

• Could you please advise if you have requested a self-exclusion from Neospin Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Dear svitoder,

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 requested self exclusion from this casino along with the refund request which they denied.

I currently do not have access to my account.

Thank you for your reply, svitoder. I apologize, but as I explained, active self-exclusion in one casino doesn't automatically guarantee active self-exclusion in all associated websites. You can expect this type of Responsible Policy in casinos with a license such as MGA and UKGC, and even then, there are specific rules that must be followed. I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, if your account was closed upon your request, we are unable to assist you with refunds of deposits made before this request.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am 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.