The player from Germany had requested self-exclusion from Zotabet due to gambling addiction and was supposed to have been blocked on all casinos with the same license. Nonetheless, she was able to deposit €410 at StayCasino, which operated under the same license, and then requested a refund. However, we had explained that self-exclusion from one casino did not automatically apply to all casinos under the same license, unless the player had specifically informed each casino about their gambling problem. Despite the player's claims of being exploited by StayCasino, we found no evidence to support this. As a result, we didn't believe the player was entitled to a refund and the complaint was rejected.
StayCasino - Player was able to deposit funds post self-exclusion.
Amount: €410
StayCasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello, I requested self-exclusion from Zotabet on 26.04.2023 due to gambling addiction. According to Zotabet, I was blocked from all CASINOS WITH THE SAME LICENSE. Please see the attached file.
Unfortunately, I was able to deposit at StayCasino after the self-exclusion, which has the same licenses. I requested a transaction list, which was also provided to me by StayCasino. As a result, it was possible for me to deposit 410€ after my self-exclusion. Therefore, I kindly ask for a refund.
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8 months ago
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that Curaçao license does not currently have a registry of self-excluded players, therefore I believe that the live chat didn't provide completely correct information. Even if I read the first reply they said that if you wanted this you should have asked. They are both licensed by the same entity, but they do not share the license seal, which is important for group self-exclusions. We share this information in this article:
Self-Exclusion
There is currently no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportnuity to self-exclude, there does not appear to be a specific procedure in place so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.
Furthermore, these casinos are not a typical "sister" casinos. They operate on the same platform, but according to our research there is no further connection, therefore you cannot expect to be blocked from all associated websites (as I explained to you multiple times in all your previous complaints).
Unless you informed StayCasino directly about your gambling problem before depositing, we don't think you are entitled to a refund. If you currently have access to your casino account, I strongly recommend requesting self-exclusion as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
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I have a gambling addiction and excluded myself and as confirmed by zotabet I was banned for the entire license immediately afterwards. I am of the opinion that they deliberately ignored my gambling addiction at StayCasino and let me continue to play so that I would lose even more money. That's actually pretty clear. I lost €410 at Staycasino. I demand this back. I am in contact with Stay Casino and hope for an agreement
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8 months ago
Thank you for your reply, Lesa. Did you inform this casino specifically about your gambling problem before depositing? Do you currently have access to your casino account?
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8 months ago
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I informed the casino and no longer have access. The casino is processing my request for a refund, but unfortunately I have not yet received an answer as to whether I will receive a refund
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7 months ago
Could you please forward the self-exclusion request together with all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
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My request for a refund is still being processed. I regularly ask about the status of things. So far no decision has been made and a refund has not yet taken place.
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7 months ago
I haven't received any self-exclusion requests from Stay Casino. You said you informed the casino about your gambling problem before depositing. Could you please send me this message?
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7 months ago
Translation
Sorry for the misunderstanding. I was previously excluded from Zotabet due to gambling addiction and had asked them to block me from all sister and partner casinos.
I had not requested self-exclusion from Staycasino, but in retrospect I saw that StayCasino should have denied me access due to gambling addiction. My gambling addiction was already known to the partner casino Zotabet.
staycasino has essentially exploited my gambling addiction to get more money
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7 months ago
I apologize, but as I already explained to you on multiple occasions, self-exclusion from a sister casino doesn't automatically guarantee active self-exclusion in all associated websites. Unless you have informed this casino specifically about your gambling problem, there is nothing we can do.
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).
Since your account has been closed and we don't think you are entitled to a refund, this complaint will now be rejected. 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.
