The player's requesting a refund of his deposits as he should be self-excluded in a sister casino. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Win MaChance Casino - The player's requesting a refund.
Black points: 530
Amount: €3,970
Win MaChance Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good morning,
I request a full refund of all deposits made at this casino as I have a permanent self-exclusion on the sister casino Vegas plus. The CEG guidelines under which Vegas plus which activated permanent self-exclusion operates state the following:
SELF-EXCLUSION
The self-exclusion option is a brokerage service offered by Curaçao eGaming.
By sending a request for self-exclusion, the end user (player) activates a mandatory procedure for the operator
to interrupt the services to the end user for a minimum of 6 (six) months as per the IP-Agreement between CEG and the operator. Go
to the seal of your casino website to request the self-exclusion feature.
RESPONSIBLE GAMING, SELF-EXCLUSION, CODE OF CONDUCT
Introductory
In this section, the rules and regulations regarding general policies on Responsible Gaming,
Self Exclusion and Application of the Code of Conduct ("CoC") and Responsible Gaming Standards and Self Exclusion
("SRGS").
The Operator is responsible for the proper execution of the general policies and CoCs of the CEGs
CEG determines the most important general policies for End Users. Policies are transparent and therefore made
and these policies should be in line with international standards of good practice
industrial. The Operator, as the one who deals directly with the End Users, is responsible for the correctness
execution of such policies.
CEG determines the most important general policies for End Users. Policies are transparent and therefore made
and these policies should be in line with international standards of good practice
industrial. The Operator, as the one who deals directly with the End Users, is responsible for the correctness
execution of such policies.
6. The Operator is required to report to CEG any violation of the principles of Responsible Gaming.
7. The Operator is required to adopt and maintain adequate measures to help prevent player addiction e
allow Self-Exclusion to players accessing the Websites.
9. At the request of the End User, as well as if the health problems of the End User deem it necessary
intervention, the Operator must ensure that the End User cannot use any service for a period of
limited or unlimited time offered on any of the Operator's websites.
11. If Self-exclusion measures apply, the Operator or one of its Affiliates will not approach the End User
with any information aimed at generating interest on the part of the recipient for the Operator's products and services.
12. The Operator is obliged to report in the RGR the number of (1) End Users who have been excluded; (2) Users
end users who are considered for exclusion; and (3) End Users who have requested self-exclusion.
Machance and Vegas plus are the same operator and those rules have not been
respect.
Automatic translation:
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1 year ago
Dear carsix79,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MaChance Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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. Could you please advise if you have requested a self-exclusion from MaChance Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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1 year ago
Ti riporto la traduzione in inglese della conversazione via chat del primo screenshot per facilitarti. Se hai bisogno ti riporto la traduzione anche della conversazione degli altri due screenshot.
John 21:51
If I am self-excluded from a sister casino of Machance (vegas plus) can I join Machance or is the self-exclusion valid for all casinos of the same operator?
Clara 21:53
Self-exclusion is valid at all Giovanni Casinos
therefore you will not be able to use any of the accounts
John 21:54
I am self-excluded from Vegas plus so I can't sign up for Machance so ..
Okay thanks
Clara 21:55
It is possible that the system allows you to register but the account will be blocked, so you will not be able to make any movements
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1 year ago
Hello carsix79,
Did you request the casino for a refund already and if yes, when exactly and what was their answer to it?
Please note that what I ment is in general and of course there are cases where you are excluded from the whole group (depending on the license and the casino's terms).
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1 year ago
Dear carsix79,
Please understand that my last post was ment to explain the "general exclusion" not to claim that you are not right. As per that, the complaint will be now forwarded to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi carsix79,
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 MaChance Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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’.
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1 year ago
Translation
Of course they don't respond like they never replied to my emails. These casinos like so many others that behave like this should be eliminated from the face of the earth. Unscrupulous criminals protected by regulatory bodies who don't care about complaints sent by players. Gross millionaires who continue to gain weight against poor people. When the player breaks a iota of their infinite rules, they immediately take advantage of it to not pay them instead, even if they combine it big, they always come out unscathed.
I really hope they spend it all on medicine.
Automatic translation:
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1 year ago
Hi carsix79,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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