StayCasino - Player was allowed to bet despite self-exclusion.

I am making an official complaint against www.stay casino.com operated by dama.nv

On the 3 of may 2023 I opened an account and deposited and lost approximately 2500e this is a breach of the terms and conditions set out by your license provider curaçao gaming license 

My case is that on 29th of April 2023 I requested self exclusion from wildfotune a sister site operated by dama.nv my reason for self exclusion is because I have a serious gambling addiction wich I informed was the reason I wanted to be self excluded 

I have confirmation email to show my request from wildfotune dated 3rd of may this is when I received the email but my account was closed 29 April this is before I opened the account on your website See screenshot attached for wildfotune response.

And according to curaçao gaming license terms and conditions section 3 subsection 10 

3.10. Upon request of the End User, as well as if health issues of the End User deem such action necessary, the Operator must ensure that the End User shall for a limited or unlimited amount of time not be able to make use of any services offered on any of the Websites of the Operator.

If I informed wildfotune that I have a gambling addiction (health issues) and wanted to be permanently excluded it is your operator’s duty (dama.nv) to ensure the end user (me the player) shall not be able to make use of any services offered on any of the websites (sister sites) of the operator (dama.nv) 

So by failing to follow the terms and conditions set by curaçao gaming license on responsible gambling i was able to open and deposit thousands of euros without any intervention I am requesting a refund of deposits made to your website as I should have not been able to use of any services offered on any websites of the operator...

i also have 3 other accounts closed for gambling addiction with dama nv

Dear Deanh7635,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Stay Casino.

Unfortunately, there isn’t 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 StayCasino directly?

Looking forward to hearing from you.

Best regards,

Nick

yes i requested self exclusion from stay casino

I have all the emails between me and the casino if you would like to review them

Dear Deanh7635,

Please forward them to nikolas.b@casino.guru (specially the request of self-exclusion).

I have just emailed you one of the email transcripts between me and stay casino I have lots more it’s a very long process with this casino 100s of emails trying to sort out the issue to still just refuse my refund request

Dear Deanh7635,

Thank you for the provided proof. However it only contains a communication between you and the casino. You have to forward your initial self-exclusion request sent to the casino which would prove the exact date of your exclusion request.

Ok I will have to look trough my emails I will gather all correspondence and forward them to you

Did you mean the other casino

I have just sent you an email

Dear Deanh7635,

The forwarded chat showing that your are self-excluded in Wildfortune Casino and not Stay Casino.

I will extend the timer one more time for the player to provide the requested proof - exclusion request directly from Stay Casino. In case it won't be provided, the complaint will be rejected.

I have just emailed you the requested information

Did you receive the requested information nick

Dear Deanh7635,

Yes, I've received the e-mail but it still does not contain any direct request to self-exclude you from Stay Casino. As mentioned above, without the relevant evidence, there is nothing we can do and we will be forced to reject the complaint. You can still try to contact the casino's licensing authorities on complaints@gaminglicences.com

Best regards,

Nick