StreamBetz Casino - Player's self-exclusion failed.

Tämä kasino rikkoo röyhkeästi mga pelaajadirekriivin sääntöjä! Minulla oli useammalle winzon group ltd kasinolle tili ennen itsesulkupyyntöäni. Lähetin iamsloty kasinolle sähköpostia että olen peliriippuvainen, sain heiltä vastauksen:

In case you wished to close the account the permanent block should be enabled. 

In which case you may freely contact the support team to assist you with closing your account. 

Please note, that we cannot restrict your access to any other casinos except IamSloty even if they are operated by the same license holder you need to request self-exclusion from each website separately.

If you would like to be self-excluded under our license on all sister casinos, please send your full name, date of birth, used emails and usernames to selfexclusion@winzon.com

 Noudatin ohjetta ja 4.7.2022 lähetin sähköpostia sähköpostiosoitteeseen selfexclusion@winzon.com ja pyysin kaikkia kasinoita joita operoi Winzon Group LTD  estämään minut peliongelman takia.

20.3.2023 onnistuin rekisteröitymään heidän kasinolle STREAMBETZ TÄYSIN samoilla henkilötiedoilla millä pyysin estoa winzon group ltd kasinoilta 4.7.2022. tein valituksen streambetz kasinolle ja tili suljettiin heti, valitukseen he vastasivat: 

Thank you for contacting us! We are very sorry to hear about your situation!

Please note that all our websites require a separate registration and don't have a unified database, therefore, we are not able technically to provide self-exclusion implementation on "future accounts" across the brands.

MGA PELAAJA DIREKTIIVI SANOO: 

Provided further that, in the event that a player has been excluded in light of sufficient reasons which indicate that the player may have a gambling problem, irrespective of whether the player has requested the self-exclusion himself or has been excluded by the B2C licensee in accordance with sub-article (5)(b), that player shall be excluded across all brands operated by the B2C licensee, irrespective of whether the brands require separate player registration.

Provided that, where the B2C licensee operates multiple brands which require separate player registration, the B2C licensee shall ask the individual whether the request to be excluded from any future gaming activity is to be extended to all of the B2C licensee’s brands. For the avoidance of doubt, in the absence of separate player registration, the exclusion from any future gaming activity shall be extended to all of the B2C licensee’s brands.

kuvakaappauksista voit nähdä 4.7.2022 IAMSLOTY casino esti minut peliongelman takia.

kuvakaappauksesta voit nähdä 4.7.2022 lähettämäni viestin winzon group ltd

Dear Lola1556,

Thank you very much for submitting your complaint. I’m terribly sorry to hear about your negative experience with StreamBetz Casino.

Please allow me to ask you a few questions, so I can have a complete picture of the situation. 

• Could you please explain what the disputed amount (€600) represents in this case?
• Did the casino explain if they will return the deposits you made in StreamBetz Casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The amount of 600e is based on how much I managed to play after my self-blocking request.

the casino does not agree to refund the amount.

could you attach my attachments here that I sent when I made the complaint, they are important in this case.

Thank you very much, Lola1556, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Lola1556,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite StreamBetz Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I don't think the casino will respond to this complaint. They are apparently not interested in playing responsibly and protecting vulnerable players.

Hi, have you caught the casino?

Dear Lola1556,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the EADR – an alternative dispute resolution service (https://eadr.org/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter