StayCasino - Player was able to deposit funds post self-exclusion.

Hallo ich habe am 26.04.2023 einen Selbstausschluss bei Zotabet beantragt, wegen Spielsucht laut Zotabet hat man mich für alle CASINOS MIT DER GLEICHEN LIZENZ gesperrt. Siehe Anhang.

Leider war ich in der Lage nach dem Selbstausschluss bei StayCasino einzuzahlen, welche die gleichen Lizenzen haben. Ich habe eine Transaktionslist angefordert diese wurde mir auch von Staycasino übermittelt. Demnach war es mir möglich 410€ nach meinem Selbstausschluss einzuzahlen. Ich bitte daher um Rückzahlung

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

Ich habe eine Spielsucht und mich ausgeschlossen und wie mir laut zotabet bestätigt wurde war ich direkt danach für die ganze Lizenz gesperrt. Ich bin der Auffassung man hat hier bewusst meine Spielsucht bei StayCasino ignoriert und mich weiter spielen lassen damit ich noch mehr Geld verliere. Das ist doch eigentlich ziemlich eindeutig. Ich habe bei Staycasino 410€ verloren. Diese fordere ich zurück ich stehe mit Stay Casino in Kontakt und hoffe auf eine Einigung

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?

Ich habe das Casino informiert und keinen Zugang mehr. Das Casino bearbeitet meine Anfrage auf Rückzahlung ich habe aber leider noch keine Antwort erhalten ob ich eine Rückzahlung bekomme

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.

Meine Anfrage bzgl. einer Rückzahlung ist immer noch in Bearbeitung ich frage regelmäßig nach dem Stand der Dinge bis jetzt ist keine Entscheidung getroffen und eine Rückzahlung hat noch nicht statt gefunden

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?

Sorry für das Missverständnis. Ich war bei Zotabet davor wegen Glücksspielsucht ausgeschlossen und hatte diese gebeten mich für alle Schwester und Partner Casinos zu sperren.

bei Staycasino hatte ich kein Selbstausschluss beantragt habe aber im Nachhinein gesehen das StayCasino mir den Zugang wegen Spielsucht eigentlich verwehrt hätte müssen. Da meine Spielsucht bei dem Partner casino Zotabet schon bekannt war.

staycasino hat hier wesentlich meine Spielsucht ausgenutzt um an weiteres Geld zu kommen

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.