The player from Schleswig-Holstein mistakenly deposited money to Curaçao-licensed casinos from which she was banned. She requested a refund for all deposits made to Altcore.NV Curaçao casinos. We informed the player that self-exclusion from one casino did not automatically apply to all casinos under the same license unless directly requested. The player was advised to contact the licensing authorities for resolution, and the complaint was closed.
Wintopia Casino - Player is requesting a refund of deposits.
Amount: €2,000
Wintopia Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
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6 months ago
Translation
Hello, dear Casino Guru team. As you already know, I am banned from Curaçao Casinos.
You can see the confirmation in the last complaint.
It was not known on the site that these casinos belong to Curaçao license; I found out much later.
I am requesting a refund for all casinos that belong to Altcore.NV Curaçao Casinos where I have played.
I am aware that the management and the license are the same.
I have also played at other casinos that are affiliated, also under the Altcore.NV license.
Please invite the casino for a discussion.
Automatic translation:
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6 months ago
Dear Marc61,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wintopia 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 Wintopia Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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6 months ago
Translation
Nick
Of course this is possible
I have requested a license ban for all casinos with the Curacao license
my data must be blocked upon registration
I have told Wintopia about this problem and asked them to ban me from their platform
I also asked the casino why they let me play for their license but I got no answer
I was also successfully verified, at the latest here I should not have been allowed
When I try to register at a casino under Curacao license under these platforms my account is blocked immediately
Galactica NV
Damna Nv
Hollycron NV
Rapidi Nv
My data is directly blocked for all Curacao companies for all platforms and administrations
Therefore I want to get back my payments that I deposited for Altcore NV casinos
You have confirmed that someone who is banned from the license is not allowed to win or lose
My data is blocked for all platforms and licenses registered in Curacao
Automatic translation:
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6 months ago
Dear Marc61,
As mentioned above, it is nowhere written that you will be blocked at the whole license no matter what did you request from them. Unless you requested for self-exclusion directly from Wintopia, there is nothing we can do for you.
Please contact the licensing authorities to resolved this matter.
Meanwhile, we will be closing the complaint.
Best regards,
Nick
