The Clubhouse Casino - Self-excluded player requests a refund.

i opened an account on Friday 19/05/2023 at 11.43pm at the clubhousecasino.com which is owned by and operated by Dama N.V.

the problem is that I have requested to be blocked across the whole platform "license lock"on another casino owned by dama n.v

the other casino is winawin Casino owned and operated by dama nv on the 15th April I requested to be self excluded and blocked across the platforms operated by dama nv because of my gambling addiction I have screenshots to prove also I requested self exclusion and license lock from another casino owned by the operator back in 2020

Golden star casino owned by the same operator

when I contacted theclibhousecasion.com to self excluded for gambling addiction I found out it is owned and operated by dama nv which I know I should of be able to open an at any casino owned by this operator all the details used to open the account are the exact same as used at the other casinos so there is no discrepancies upon discovering this I requested a refund for the deposits made to this account that should not have been allowed to be opened as I was supposed to be blocked across the whole dama nv network of casinos for my serious gambling addiction

my request was denied and it took months of emails back and forth to try resolve this issue but they just said there will be no refund they asked for proof of the license like requested on the other casino to which I sent

Dear Deanh7635,

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

Unfortunately, for Curacao-licensed casinos, it's not obligatory to extend self-exclusion automatically to other associated brands. 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.

After checking your correspondence with the casino I can see Winawin Casino support informed you the self-exclusion extends to your account there and nowhere else.

• Could you please advise if you have requested a self-exclusion from The Clubhouse Casino directly?
• Is your account in The Clubhouse Casino blocked?

Looking forward to hearing from you.

Best regards,

Tomas

that is not correct it’s is stated

in on the curaçao website there terms and conditions for casinos to follow see screenshot attached also

Article 3 point 3.10,3.11,3.12

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.

3.11. The Operator shall at any time be entitled to withhold services from the End User by shall mean of Suspension of the Account or otherwise, whenever it finds indications of irregular behavior by the End User such as, however not limited to compulsory behavior, chasing losses, erratic gambling patterns, and, or, abnormal long periods of sustained game play. If the Operator decides to exclude the End User, it shall notify the End User of its decision and shall communicate a time frame during which the said exclusion shall apply.

3.12. If measures for Self-Exclusion apply, the Operator or any of its Affiliates shall not approach the End User with any information aimed to generate interest by the receiver for products and services of the Operator. 

Yes I requested self exclusion from club house casino directly this is how I came to find out it was operated by dama.nv

and yes my account is closed at the clubhouse casino

also I requested to be blocked across all casino owned by dama nv back in 2020 and also in winawin only one month before I opened my account with clubhouse casino

I also am self excluded from these other casinos owned by dama.nv

this is email from win a win of me asking was the request for self exclusion and license lock so I couldn’t open any more accounts with this operator dama nv

and as clearly stated it said it was applied on the 15 April 2023

and then on the 19/05/23 I was able to open an account at the clubhouse casino owned by dam.nv even though it clearly stated license lock was applied on 15 of April 2023

Thanks for your point of view, Deanh7635

I am sorry but our conclusions are different in this regard.

Our position is as such it was presented in my earlier reply.

If you believe the casino didn't follow its regulatory obligations, I would recommend you contact the casino's authority Curaçao Antillephone N.V. at complaints@gaminglicences.com

You can find more information about the regulator in our article here: https://casino.guru/licensing-authorities/curacao-license-3

The guide on how to contact the regulator with a complaint can be found here: https://casino.guru/submitting-complaints-to-regulators

Since your account in the casino is already closed, I am afraid we may not offer any recourse in this matter.

Please let me know the source you are referring to having these obligations mentioned.

Please let me know if there are any circumstances I overlooked, otherwise I'll close the complaint.

Dear Deanh7635,

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 requested to be blocked across all casino owned by dama nv back in 2020 and also in winawin only one month before I opened my account with clubhouse casino

so I should not have been able to open an account with this operator I already received a refund from winawin club house casinos refused my request for a refund

Thanks for the response, Deanh7635

Unfortunately, we can't consider a preventive self-exclusion (self-exclusion requested before a player's account is registered) a mandatory widespread option in online casinos and we cannot request refunds based on this or previously mentioned circumstances (assumption of automatic self-exclusion across associated brands). I am sorry to disappoint. If you haven't informed the casino after creating an account, we won't be able to help.

If you have any accounts open in online casinos, 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.

Again, If you believe the casino failed its obligation to protect you, I encourage you to contact the casino's regulator and file a complaint.