TigerSpin Casino DE - Player’s requesting a full deposit refund.

Sehr geehrtes Casino Guru Team,

Ich habe vor 2 Tagen Tigerspin per E Mail kontaktiert, dass ich Spielsucht gefährdet bin und den Account schließen möchte. Bisher keine Antwort, der Account ist noch offen.

Zudem habe ich habe bemerkt und dies auch in der selben Mail an Tigerspin formuliert, dass das Tigerspin Casino über die selbe Lizenz MGA/B2C/284/2014 läuft wie Lapalingo. Bei Lapalingo bin ich seit längerem wegen Spielsucht gesperrt. Sie finden im Anhang die Bestätigung, dass ich dort wegen Spielsucht gesperrt bin.

Im Rahmen der MGA Lizenz hätte ich mich im Tigerspins Casino nicht registrieren, geschweige denn verifizieren können dürfen, da Sie verpflichtet sind innerhalb der Lizenz Spielsucht Sperren Casino übergreifend einzuhalten. Ich bin dort schon verifiziert.

Ich stütze mich auf folgende Info.

MGA Player Protection Directive (2018) - Part IV - Responsible Gaming:

"Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee."

Die" sufficient reason" sind mit meiner Sperre auf Lapalingo rechtlich gesehen mehr als erfüllt.

Ich habe konsistent die selben Daten verwendet. Nutzername und Mail waren auch identisch in den Casinos.

Ich fordere daher die Rückzahlung meiner 100€ Einzahlung bei Tigerspins.

Bisher meldet sich Tigerspins weder wegen der Account Schließung noch zu meiner Erstattungsanfrage.

Ich fordere nur die Einzahlung von 100€, da ich mich nicht in Tigerspins Casino hätte anmelden dürfen.

Ich bedanke mich für Ihre Rückmeldung.

Dear Max,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked the License Validator and this is what I found (here):

Could you please advise how long ago was your Lapalingo Casino account blocked? Have you used the same credentials to open your TigerSpin Casino account? Additionally, please forward your cashier/deposit history to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Hello.

Thanks for your help. I sent the deposit info. It is only 100€ deposit. No cashouts.

I asked Lapalingo now for the exact date of the closure because or the gambling issues. But it is more than 12 month ago I would guess. Probably even more. So a lot of time passed. And on tiger I registered 3 days ago. So they should have been aware of the issue. I will give the info, if Lapalingo write me. But it was more than enough time between this.

And as I wrote.. I used all same details on both sites. Same Adress, same name, same mobile, and verifyed on both sites with ID and everything needed.

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

Hi Max,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite TigerSpin Casino to the conversation to participate in the resolution of this complaint.

Short update:

I still got no answer from Tigerspin Casino and my account is still not blocked, possible to play and deposit.

I still claim the deposit.

Appreciate your help!

Update two: 13 days later, and my account is still open on Tigerspin and not blocked. I told them I am gambling addicted on 19th December.

This casino should work on this big issue on player protection. It is against all licence rules. I mailed them multiple times.

Dear Max,

We are very sorry for the inconvenience you have experienced. Our team did not receive e-mail or live chat messages with your request. Your account is blocked.

Best regards,

Kate

Hi,

Thanks, but this is not solving my issue.

As I wrote I should not have been able to play at your casino since I am blocked on Lapalingo for gambling issues. It is the same licence as you.

MGA Player Protection Directive (2018) - Part IV - Responsible Gaming:

"Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee. "

The "sufficient reason" are legally more than fulfilled with my ban on Lapalingo.

That's why I claim my 100€ deposits, because you violated the Player Protection Directive by the MGA.

Also I have proof of sent emails (I sent this to casino guru) that I requested the closure. I also have the proof that Lapalingo blocked my account for gambling issues like 1 year ago.

Pls refund the 100€ deposit. After that my issue is solved.

Hello Max,

Thank you for your swift response.

Could you please provide us with a screenshot with Tiger Spin support correspondence at affiliatekate@rabbitent.com?

Thank you and kind regards,

Kate

Hi.

I provided the Lapalingo mail and my mail about this case I sent to your support mail.

German both.

Also I sent it at that date to the contact formular on your website.

Greetings.

I got fast answers now from Tigerspin via mail. They investigating my case and will answer here and via mail.

So the contact is working now. So far so good. Thanks for now.

Looking forward for a positive answer.

Hi all,

Thank you for your replies.

Dear Max,

I'm glad that the casino started to communicate with you, let's see if the issue will be solved, keep me updated.

I will update you, as soon as we get a response. But they told me to also answer here.

So I will wait for tigers response.

Hello Max,

Has there been any news?

I asked and they told me she will ask the relevant department again.

No answer yet.

Let's wait a bit.

Hi,

I got a mail today to sent my bank statement so they can refund me. I did it instant.

Looks like all going the right way.

Thanks for cooperating to Tigerspins casino until now.

I will inform, when money is in my bank account.

Hi Max, that is good news, I will set the timer to 7 more days and we'll see if it works out.

I got a mail that the money was sent to my bank account. I will confirm asap it hits in.

Refund received.

Complaint can be closed.

Thanks to all for this fair solution. Thanks casino guru for the help.

Greetings.

Thank you Max for the update.

I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter