Casinorex - Играчът иска възстановяване на депозита.

Dear casinoguru team,

I am from Germany, but due to easier communication I have decided to submit my complaint in English.

some days ago, at the 25th of November, I was able to register myself with my personal details on the online Casino site "Casinorex.com". 

Unfortunately, I have had issues with a number of casinos operating under N1 Interactive limited (licence holder/ MGA / BC2 / 394/2017 issued on 08/01/2018) which owns and operates a variety of casino brands, one of which is Casinorex. 

For example I requested to be completely self excluded in august 2021 on „live.casino", which is a casino operating under the N1 Interactive MGA licence which also operates casinorex. They did not asked me why or something. 

I also emailed them to request to be blocked from all of their other casinos or brands, if not already happened.

But I still was able to open a new account at casinorex and to make deposits over 1850,00€ in total. 

I also want to mention, that before I self excluded myself at „live.casino", I also did that on for example „slotwolf", which is also operating under the same license. At this point it was not possible to exclude „forever" at slotwolf, there was just the option to exclude myself for a specific time. 

Another, but not decivise point is, that I asked the casinorex support before I startet to play, ehrtet gambling is still allowed in Germany, otherwise they should please close my account directly.

Unfortunately, the support gave me wrong information here as well, as gambling in Germany has generally only be permitted under German licenses and according to German player protection since this year.

However, I feel the operators and license holders responsible gaming system has more than failed to me and at this point, my addiction took over and I lost control. 

For sure I used the same credentials on all of their Sites. 

Please see attached picture from live.casino, as a proof for my self exclusion. 

Attached you will also find the mail to livecasino, as well as a Short chat log.

I clearly request casinorex to reimburse me my deposits.

Thank you in advance and kind regards. 

Dear LarsV7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:

"WHAT IS SELF-EXCLUSION?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at support@casinorex.com and inform us about your decision to stop gambling at the Website for a certain period of time."

Do I understand correctly that you have never requested self-exclusion directly from this casino? Would you be so kind and forward me the self-exclusion request from Live.Casino?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Additionally, I haven't found any screenshots attached to your complaint, so please, forward them as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

First, thanks for your answer!

I excluded myself from live.casino and then, because I didn't had this option directly on the website, I wrote an email to live.casino and requested to be excluded from all other casinos or brands as well. I did this by e-mail because, I no longer had access to my account there.

Since live.casino and casinorex operate under the same license, the N1interactice license, I should never have been able to register at casinorex and to make deposits there.

I just forwarded all the screenshots to you by email.

many thanks in advance and kind regards.

Thank you for your email, LarsV7. I haven't found the self-exclusion request from Live.casino. Could you please forward it to me? This supporting evidence is crucial. Thank you in advance.

Hi Kristina,

thank you for your reply.

I’ve just send you another email.

Thank you for your support!

Thank you very much LarsV7 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello LarsV7.

 I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casinorex team.

Thank you very much for your cooperation in this case. Since the player disagree with your statements, may I kindly ask you to provide us with evidence sustaining your claims? You can post it into this thread or forward it to my email address, jozef.k@casino.guru.

Hello there,

we have received an email from the casino regarding this case. I will get back to you after a detailed examination so I am extending the timer by 7 days.

Dear LarsV7.

After a detailed examination of your case, we have decided to reject it. Since the casino team has provided us with relevant information sustaining their claims, and it is clear that the casino could not act sooner (they were not aware of your gambling problem and self-exclusion), we believe you are not entitled to receive the refund. 

Even according to MGA policies, the self-exclusion with one brand without reporting the gambling difficulty does not apply to all brands from the same platform. Unfortunately, after checking your email commutation it is clear that you have not mentioned the gambling problem and in addition, your statement, "self exclude me also from all of your other casinos or brands" (extracted from your email to live.casino support), does not fully sound as you would mean it for the whole platform but more or less for the brands which are owned by the same company.

Regarding the fact that you were able to play and deposit as the German player. We agree that the best practice would be not to allow your registration and deposit. However, you also carry partial responsibility to check the casino if it is in accordance with your jurisdiction, and it is not sufficient reason for a deposit refund.

Concluding all these facts, I am forced to close this case as 'unjustified'. If you do not agree with our decision, you have every right to contact the casino official ADR and their licensing authority. I will gladly help you with it although if I understood the casino representative correctly, they have already reached an MGA, consulted this case and thanks to their proactivity, you should now be closed for the entire platform.

Please, contact me if you need further assistance or have any questions.

Best regards Jozef

jozef.k@casino.guru