The player from Greece requested a refund for deposits made at Vegasino after receiving a self-exclusion on robocat5. The casino had failed to respond to his complaint, allowing him to register on their related platform. The Complaints Team reviewed the situation and found that under the terms of the Anjouan Gaming license, self-exclusion did not automatically apply across all platforms. Consequently, the player's request for a refund of €3,800 was deemed unjustified, as the casino was not held liable for the player's deposits made after the self-exclusion request. The complaint was ultimately rejected.
Vegasino Casino - Player seeks refund after self-exclusion.
Amount: €3,800
Vegasino Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I registered on robocat5 of Rabidi N.V., and on December 5th, my request for self-exclusion was accepted. However, the company's mistake was not excluding me from all their countless platforms. Unknowingly, I registered on Vegasino, which is under the same interests as robocat5. I am requesting a refund of the money I deposited on Vegasino, but the company is disregarding me as they have not responded to the email I sent to complaints.
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3 months ago
Dear poufis81,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your self-exclusion and the lack of response from the casino.
To better understand the situation and assist you in resolving this matter, could you please clarify the following:
- Did you receive any confirmation or acknowledgment of your self-exclusion request from robocat5 or Rabidi N.V. on December 5th?
- Was there any list of casinos or platforms provided where the self-exclusion would be applied?
- Have you directly contacted Vegasino's support team about this issue? If so, what was their response?
- Could you confirm the amount you deposited into Vegasino and provide any relevant communication or documentation regarding your request for a refund?
Please feel free to forward any relevant screenshots or communication to petronela.k@casino.guru to help us mediate the issue more effectively.
Your cooperation is essential for us to proceed with this case and find a resolution. Without your input, we may not be able to move forward.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you happy holidays!
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3 months ago
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Dear Petronella,
Thank you for your response and help. I would like to clarify the following points regarding my case:
Self-exclusion confirmation: On December 5th, I received confirmation from Robocat5 that my self-exclusion request was accepted. I was not given any information or list of other Rabidi NV platforms where the self-exclusion would apply.
Vegasino Operation: Despite my self-exclusion, I was able to register and deposit money on Vegasino, which is in the same interests as Robocat5. This indicates that my self-exclusion was not implemented as it should be on all Rabidi NV platforms.
Contact: I have sent multiple messages to Vegasino's complaints department ( ) without receiving any meaningful response.
Refund request: The amount I deposited at Vegasino is 3800. I am attaching screenshots of my deposits as well as the relevant emails I have sent without response.
I consider Rabidi NV responsible for its failure to implement my self-exclusion and I request a refund of the money I deposited with Vegasino.
Please keep me informed about the progress of my case and if any additional information is needed.
Thank you in advance for your cooperation.
Best regards,
I have sent you documents by email.
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3 months ago
Hi poufis81,
I’m sorry for the delayed response to your complaint.
Thank you for your detailed reply and for providing the requested documents. I understand how frustrating this situation must be for you.
After reviewing the information provided, I want to address your concerns regarding your self-exclusion and the deposits made at Vegasino:
Self-Exclusion Across Platforms:
According to the terms and conditions of RoboCat Casino (link), self-exclusion applies only to the specific casino where the request was made. If you opened your Vegasino account after requesting self-exclusion at RoboCat Casino, the casino group (Rabidi N.V.) is not responsible for ensuring your exclusion from other platforms, unless explicitly stated in their policies.
Action Taken by Vegasino:
Once you informed Vegasino about your gambling issue, your account was promptly blocked to prevent further deposits or losses. While this is a critical step, it highlights that self-exclusion must be initiated individually with each casino unless a group-wide exclusion is explicitly mentioned in their terms.
Refund Request:
While I understand your request for a refund of the €3,800 deposited, it appears that Rabidi N.V. cannot be held liable under their terms for not extending the self-exclusion to Vegasino. This is because the self-exclusion process was not requested directly with Vegasino prior to your activity on their platform.
Unfortunately, given the terms and conditions outlined by the casino, and the sequence of events, it does not seem likely that we can hold Rabidi N.V. accountable for this matter.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.
Thank you in advance for your reply and understanding.
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3 months ago
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Dear Casino Guru Team,
Thank you for your response, but I consider that your decision to reject my complaint as unfounded does not take into account the full extent of Rabidi NV's liability.
1. The terms of Rabidi NV and the logic of responsible management
Rabidi NV, as a casino operator, is required to operate under the principle of responsible gaming. According to its terms, the company must ensure that players who have requested self-exclusion are protected from further access to services that may harm them.
The fact that the company operates multiple platforms, which operate under a common administrative umbrella, does not negate its responsibility to extend self-exclusion to all of its platforms. Otherwise, a player with a gambling problem is driven to destitution, as the company enables him to continue playing through new platforms that it is constantly creating.
This practice is inconsistent with the principle of consumer protection and shows negligence. Self-exclusion cannot be limited to one platform, when they all operate under the same provider and the same license number.
2. Ethical responsibility of Rabidi NV
The fact that Rabidi NV has not implemented a comprehensive self-exclusion mechanism highlights its failure to take responsibility for players who experience gambling problems. Exclusion from one platform, while access remains open to other platforms of the same company, is contrary to the logic of responsible gaming.
3. Refund request
My request for a refund of €3,800 is based on the violation of these principles by Rabidi NV. The deposits made at Vegasino should never have been made if the company had properly implemented its terms and conditions and player protection principles.
4. Scaling perspective
If the issue remains unresolved, I will file a complaint with the relevant regulatory authorities (Curaçao eGaming) and will communicate the issue to software providers that work with the company. My request remains simple: my money back and the process ends here.
I hope your team will review my complaint taking into account the overall picture and responsibility of Rabidi NV.
Sincerely,
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3 months ago
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Here are some of the platforms owned by the same company (Rabidi NV), which I found with a simple search. It is almost certain that there are more:
Casinolab, Fatpirate, Gransino, Swiper, Spinight, Goldspin, Malina, Betovo, RTBet, Joker8, Spinanga, Quickwin, Wazamba, Legiano, Winsane, SG, My Empire, Cashed, Spinsbro, Spinrollz, Playio, Sportuna, Librubet, Robocat, MrPunter, Sushi, Revdution, Vegasino, Luckyhour, Frumzi, BC Grama, Woo, Novajackot, Sportaza, Slotspalace, Cadoola, Alfcasino, Fezbet, Spinch, 1Red, Casinia, Rabona, Talismania, Boa Boa, Instant, Bankonbet, Boren, Ninecasino, Posido, Roman, National, Pribet, Bizzo, Betonred, 5Gringos, Greenluck.
The fact that the company is constantly creating new platforms makes it difficult for anyone to know exactly how these casinos are connected. In the case of Robocat, there was no clear link to Rabidi NV or its other platforms anywhere on the website or in its terms and conditions.
This makes it impossible for someone, during the self-exclusion process, to request exclusion from all platforms operating under the same company, when they are not even aware of their existence. The self-exclusion imposed on me on Robocat was therefore incomplete in terms of my protection, as the entire activity of the company was not covered.
Finally, the fact that, after I expressed concerns and made requests on the Vegasino and other platforms, I was banned from all Rabidi NV platforms proves the connection of the platforms and their common operation.
I ask that you reconsider my complaint and not deem it unfounded. I await your thoughts.
Sincerely,
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2 months ago
Hi poufis81,
Thank you for your detailed response.
Regarding your points about Rabidi NV’s responsibility:
Self-Exclusion Across Platforms:
While I understand your concerns, the license held by Rabidi NV does not provide for self-exclusion across all platforms. The self-exclusion process typically applies only to the specific casino where the request was made. Unfortunately, the company’s license and terms do not extend this mechanism across its platforms, even though they operate under a common umbrella.
Ethical Responsibility:
I agree with your point that the ethical responsibility of a casino should prioritize the protection of players. However, given the licensing terms and the legal framework provided by Anjouan Gaming, self-exclusion can only be applied to the specific platform where it was requested. This limitation is due to the nature of the regulations governing casinos under this license.
Refund Request:
Your request for a refund is based on the violation of these principles by Rabidi NV. However, as mentioned, the casino was not directly informed of your self-exclusion before your deposits were made. Unfortunately, there is no provision under the current licensing framework to hold Rabidi NV liable for the actions at Vegasino.
I understand the severity of the situation, and I want to help you manage your gambling responsibly. As part of our Global Self-Exclusion Initiative, I’d like to recommend BetBlocker, a free service that helps block access to gambling websites. You can learn more about this initiative here: Global Self-Exclusion Initiative and about BetBlocker here: BetBlocker. This service can help you restrict access to over 84,000 gambling websites and is quick to install.
Additionally, you can learn more about the Anjouan Gaming license held by Rabidi NV and how to file an official complaint here: Anjouan Gaming License. However, please be aware that this license does not support self-exclusion across platforms.
Please let me know if there is any additional information I may have overlooked. Unfortunately, if we cannot find a resolution based on the facts provided, I will be forced to reject your complaint as unjustified.
I truly wish I could offer more support, and I appreciate your understanding.
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2 months ago
Translation
Dear,
Thank you for your response, but I have to disagree with your position. I would like to clarify the following:
1. **Platform Connection and Ethical Responsibility**
Although **Rabidi NV**'s license may not provide for self-exclusion across all platforms, it is clear that **Robocat** and **Vegasino** operate under the same umbrella. This is evidenced by my communications with customer service, where the same person handled my requests on both platforms. The shared ownership and operation clearly indicates the need to extend self-exclusion across all platforms of the same company.
2. **Responsible Gaming Violation**
My non-exclusion from **Vegasino** after requesting self-exclusion on **Robocat** is a violation of responsible gaming principles. While the **Anjouan Gaming License Authority** may have less stringent regulations, responsible gaming regulations must be adhered to for the protection of players.
3. **Actions after my complaint**
How can we explain the fact that, after my complaint to **Vegasino**, I was banned from all of the company's platforms, to which I had never subscribed? This shows that the connection between the platforms is clear and that self-exclusion should have been implemented from the beginning.
4. **Request a refund**
I am requesting a refund of **3,800 euros**, as the violation of self-exclusion led me to deposit money into **Vegasino**, which would not have happened if the self-exclusion had been implemented correctly.
5. **Casino Guru Ethical Responsibility**
If you do not take action to denounce this tactic, you will contribute to the destruction of many people. This practice borders on fraud and contradicts your record of action and your vision of transparency and responsible gaming. Rejecting my complaint as unjustified will be a serious blow to the credibility of your platform.
I urge you to reconsider my complaint and take action.
Sincerely,
Edited
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2 months ago
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Additional comments from the player:
**Dear Casino Guru Team,**
>
> I would like to point out that my request for a refund and the implementation of self-exclusion on all Rabidi NV platforms is fully in line with international principles for Responsible Gaming.
>
> According to regulations such as:
>
> 1. **EGBA (European Gambling Standards)**: Self-exclusion must be applied to all platforms managed by the same provider.
> 2. **UKGC (UK Gambling Commission)**: The **GAMSTOP** system applies central self-exclusion across all platforms of the same company.
> 3. **MGA (Malta Gaming Authority)**: Self-exclusion applies to every platform licensed by the same company.
>
> These practices protect players from further financial and psychological harm. In my case, Rabidi NV failed to enforce my self-exclusion from the **Robocat5** platform on **Vegasino**, allowing me to continue playing and I suffer significant damage.
>
> Please support my request, as this practice is contrary to international regulations and violates the spirit of Responsible Gaming.
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2 months ago
Dear poufis81,
Thank you for your detailed response. I understand your frustration, and I appreciate you taking the time to clarify your concerns. Allow me to address your points and provide additional context regarding the matter.
Platform Connection and Ethical Responsibility
I cannot confirm any direct connection between Robocat and Vegasino, even though their websites may appear similar. There is no clear confirmation that they share a player database or any other direct operational link. Even if there is some overlap in employees, Anjouan Gaming’s regulations require self-exclusion to be handled individually for each casino. Players must request self-exclusion at each platform separately, regardless of any perceived connection between casinos.
Self-Exclusion Process
Since you opened your account with Vegasino after requesting self-exclusion from Robocat, it would have been impossible for Robocat to self-exclude you from Vegasino at that time, as no record of your Vegasino account existed.
Responsible Gaming Violation
While I understand your concerns regarding responsible gaming practices, the regulations of Anjouan Gaming differ significantly from those of stricter jurisdictions such as the UKGC or MGA. Under Anjouan’s licensing, self-exclusion is not applied across platforms automatically, which reflects the legal framework of that jurisdiction. This limitation is not an intentional violation of responsible gaming principles by the casino, but rather an issue of jurisdictional regulations.
Request for Refund
Your request for a refund of €3,800 is based on the argument that the violation of self-exclusion principles led to your deposits at Vegasino. However, since self-exclusion is not enforced across platforms under the Anjouan license, and your Vegasino account was created after your self-exclusion at Robocat, the casino cannot be held liable for failing to implement a cross-platform exclusion.
Casino Guru’s Role
I want to assure you that Casino Guru takes ethical responsibility and responsible gambling very seriously. However, our role is to assess complaints based on the facts and the regulatory framework governing each casino. In this case, we cannot hold the casino accountable for cross-platform self-exclusion when this is not required by their license.
EGBA, UKGC, MGA Regulations
While the examples you provided highlight stricter self-exclusion practices under the EGBA, UKGC, and MGA, these regulations do not apply to casinos licensed under Anjouan Gaming.
Given the circumstances, I regret to inform you that I have no other option but to reject your complaint as unjustified.
If you have further concerns or new information to share, please feel free to reach out. However, based on the facts available, we are unable to pursue the matter further.
Thank you for your understanding.
Kind regards,
Petronela
Casino.Guru
