The player from Germany demands his deposits to be refunded, as he believes he was self-excluded in sister casino. We rejected the complaint because the player didn't respond to our messages and questions.
Trada Casino - Player believes he has self-excluded from sister casino.
Amount: €1,910
Trada Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi,
Yesterday I registered with trada Casino and made deposits of 1910 €. Trada Casino Casino is part of Aspire Global International LTD. Some time ago I self-excluded from "Karamba Casino" and "Magic Red Casino" because I consider myself addicted to gambling. Unfortunately, despite the self-exclusion, I had no problem registering at trada Casino from Aspire Global International LTD and making the deposits. Now trada Casino refuses to pay me back my deposits, even though they use the same license as Karamba and magicred, which is not legal (MGA / CRP / 148/2007). Since trada Casino uses the same license, a deposit should never have been made.
Furthermore, trada Casino allowed me to use the welcome offer, although I already did this with Karamba and magic red that, which also violates their terms and conditions.
I request trada casino or Aspire Global International LTD again to send me my payments from 08/18. to be paid back in the amount of 1910 €.
Best regards
Automatic translation:
Public
Public
4 years ago
Dear Lars,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I’ve done the research, to offer the best help possible in this situation, but unfortunately, I don’t have good news for you.
The Trada Casino and other mentioned casinos are separate companies with different owners. The only connection between these two casinos is the platform they are operating on (therefore those casinos look the same and have the same support), but they aren’t ‘sister casinos’. And this platform is licensed by MGA.
This type of connection isn’t strong enough to share the same database of players and self-exclusion scheme. Therefore your self-exclusion is active only in those casinos, where you've requested it.
Unfortunately, your deposits can't be returned, as this casino wasn't aware of your problem. Now I can only recommend you using blocking softwares, which will prevent you from accessing gambling websites. You can read more about it in this article:
https://casino.guru/responsible-gambling#apps-and-tools
Other available softweres are for example:
If there is anything else, I could do for you, please do not hesitate to contact me, otherwise, I will be forced to reject your complaint as unjustified. Thank you for your understanding.
Best regards,
Kristina
