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System failure in player protection – your platform is partly responsible

Dear Casino Guru Team,

I note with great dismay that you have dismissed my complaint with a standard reference to BetBlocker – without addressing the real core of my case: the serious disregard for player protection by several operators whose platforms you are evaluating.

Player protection is not an optional service, but a fundamental principle anchored in law and morals – and this was precisely what was grossly violated several times in my case:

I have demonstrably blocked myself due to gambling addiction – yet I was re-authorized on related sites such as Bassbet, Allyspin, Supabet, RoySpins, Monsterwin, RoyalGame, and others using the same data.

The support structure is identical: the same names (e.g., "Marlo"), the same tone, and sometimes even identical email responses. One message referred me to "Betinia.com," a casino licensed in Malta. This shows that the providers are connected to each other – some of them fraudulent.

I had similar experiences with LCS casinos with an MGA license (Malta) – there, too, my self-exclusion was ignored and new accounts were authorized with exactly the same data.

And now you refuse to investigate this serious case of structural abuse and protection failure – citing personal responsibility and third-party software?

In doing so, you are also violating your own responsibility as an intermediary and supporter of safe gambling standards.

If you continue to remain inactive, I will make this case public – with screenshots, evidence, and an open letter to the following:

EU consumer protection

MGA Malta

Curacao eGaming

AskGamblers

Trustpilot

various forums, self-help groups & media

If Casino Guru were neutral, they would put player protection above economic interests.

I demand a clear statement – not with general text blocks, but on the matter at hand.

Systemversagen beim Spielerschutz – Ihre Plattform ist mitverantwortlich

Sehr geehrtes Casino Guru Team,

mit größtem Entsetzen nehme ich zur Kenntnis, dass Sie meine Beschwerde mit einem Standardverweis auf BetBlocker abtun – ohne auf den eigentlichen Kern meines Falls einzugehen: die gravierende Missachtung des Spielerschutzes durch mehrere Betreiber, deren Plattformen Sie bewerten.

Der Spielerschutz ist kein optionaler Service, sondern ein gesetzlich wie moralisch verankertes Grundprinzip – und genau dieser wurde in meinem Fall mehrfach grob verletzt:

Ich habe mich nachweislich wegen Spielsucht gesperrt – trotzdem wurde ich bei verwandten Seiten wie Bassbet, Allyspin, Supabet, RoySpins, Monsterwin, RoyalGame u. a. mit denselben Daten erneut zugelassen.

Die Supportstruktur ist identisch: dieselben Namen (z. B. „Marlo"), dieselbe Tonalität, zum Teil sogar identische E-Mail-Antworten. In einer Nachricht verwies man mich auf „Betinia.com", ein Casino mit maltesischer Lizenz. Das zeigt, dass die Anbieter untereinander verbunden sind – teils mit betrügerischem Charakter.

Ähnliche Erfahrungen machte ich auch bei LCS-Casinos mit MGA-Lizenz (Malta) – auch dort wurde meine Selbstsperre ignoriert und mit exakt denselben Daten neue Konten zugelassen.

Und nun weigern Sie sich, diesen schwerwiegenden Fall strukturellen Missbrauchs und Schutzversagens zu prüfen – unter Berufung auf Eigenverantwortung und Drittsoftware?

Damit verstoßen auch Sie gegen Ihre eigene Verantwortung als Vermittler und Unterstützer sicherer Glücksspielstandards.

Sollten Sie weiterhin untätig bleiben, werde ich diesen Fall öffentlich machen – mit Screenshots, Beweisen und einem offenen Brief, der an folgende Stellen geht:

EU-Verbraucherschutz

MGA Malta

Curacao eGaming

AskGamblers

Trustpilot

diverse Foren, Selbsthilfegruppen & Medien

Wenn Casino Guru neutral wäre, würden Sie den Spielerschutz über wirtschaftliche Interessen stellen.

Ich fordere eine klare Stellungnahme – und zwar nicht mit allgemeinen Textbausteinen, sondern zur Sache.

Hi,

Thanks for your message. I can see you put a lot of effort into it, and I don’t doubt that the situation you describe is serious. Multiple related casinos ignoring self-exclusion isn’t some abstract risk. It happens, and it shouldn’t.

But since you brought us into this, I’d like to clarify a few things.

You say we didn’t give a clear statement on your complaint. The truth is, every complaint closed on our platform comes with a written conclusion from the person who handled it. So yes, you got a statement. You just didn’t agree with it. That’s fair, but it doesn’t mean it didn’t exist.

I’ve seen the history of your cases. Many of them lacked timely or strong enough evidence, and some were reopened more than a year later. That makes them nearly impossible to handle fairly, no matter how valid your concerns may be. On top of that, if someone repeatedly signs up at casinos that haven’t blocked them yet, even after previous self-exclusions, we still have to treat the complaint within the same framework as any other. We need a clear basis for action.

You mentioned BetBlocker, and I want to bring that back into the picture. It’s far from perfect, but it’s one of the few tools that actually help you stay out, regardless of how careless or unethical some operators might be. That matters, because if you’re fighting addiction, you can’t outsource all responsibility. You’re not powerless, but you also can’t just threaten exposure and expect that to fix anything. This has to go both ways.

If you have new, specific evidence that was missed or mishandled in a particular complaint, let me know. But please don’t confuse anger with accountability. I’m still here if you want to talk properly.

Thank you for your response.

I would like to clarify that my concerns are not based on mere emotion or "anger," but on documented facts and a clear pattern of systemic failure in player protection – and repeated violations by operators listed and promoted on your platform.

I have repeatedly self-excluded due to a diagnosed gambling addiction (ICD-10: F63.0). Despite this, I was allowed to register and deposit at related casinos using the same personal information – in some cases under the very same operator groups (e.g., NovaForge, LCS Group). This is not just a moral failure – it raises serious legal and regulatory concerns.

Your reference to tools like BetBlocker, while understandable, shifts responsibility back onto the very individuals most in need of protection. It is not up to addiction patients to defend themselves against coordinated operator networks that knowingly ignore exclusion requests. This is where player protection must take precedence over procedural technicalities.

What I expected from Casino Guru – as a platform claiming to stand for fairness and transparency – was not generic advice, but a serious investigation into a repeated pattern of abuse, involving identical support staff, reused player data, and coordinated systems across supposedly separate casinos. The failure to acknowledge this structure calls your neutrality into question.

I hereby request a full and transparent review of my case, including the shared connections between these operators and the ongoing registration of self-excluded players. I am happy to provide further medical documentation, payment proof, and support logs showing identical agent names and replies.

If you continue to ignore this matter, I reserve the right to escalate it publicly via consumer organizations, regulatory authorities, media outlets, and international forums. This case is no longer individual – it is about protecting others from the same fate.

This was my complaint against 9 NovaForge casinos, which was rejected by you and never published:

Dear Casino Guru team,

I am contacting you with an urgent complaint concerning several online casinos belonging to the NovaForge Group. These casinos operate under a license from the Anjouan Gaming Commission and have failed to provide me with adequate player protection despite my proven pathological gambling addiction (ICD-10: F63.0) and multiple requests for a ban.

The following casinos were involved:

Wild Robin – € 1,292.00

Monsterwin – €71.00

Bassbet – €670.00

Pistol – €120.00

Royalgame – €260.00

Allyspin – € 564.00

Magius – €406.00

Supabet – €350.00

Royspins – €1,250.00

Cleobetra – €240.00

Total losses: € 5,223.00

I have self-excluded myself from several of these platforms and also informed them of my illness through chats and direct emails. However, my registration at other casinos in the same operator group – with identical details – has not been prevented. This is a blatant violation of all principles of responsible gaming. When you're deeply addicted to gambling, you have no chance of thinking! You're not legally competent!

The responses from the respective customer service departments are limited to quoting the terms and conditions and refusing any refunds. There is no substantive discussion of gambling addiction or the misuse of their shared database.

I therefore ask you to critically evaluate this behavior and make it public, as affected players like myself depend on transparent information and support. Such practices are dangerous, irresponsible, and pose a threat to people's health.

If necessary, I can provide all evidence of deposits, medical diagnosis, and communication with the casinos.

and this was your reply to my letter:

Thank you for submitting your case. We regret your problem and understand your concerns. Unfortunately, we must inform you that your complaint was not considered for the following reason:

As part of our global self-exclusion initiative, we have partnered with BetBlocker, a UK-registered charity that provides a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/). BetBlocker supports seven languages and can be quickly and easily installed on multiple devices in just two minutes. Once installed, it blocks access to over 84,230 gambling websites and runs unobtrusively in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether by blocking them completely or by restricting access during vulnerable times. In addition, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and promote gambling services. You can include these sites in your block by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not tick this box, as this will also prevent you from accessing the Casino.Guru website.

We're sorry we weren't able to help you, and we hope your issue can be resolved another way.

Thank you in advance for your understanding.

Das war meine Beschwerde gegen 9 Casinos von NovaForge, welche von Ihnen abgewiesen wurde und nie veröffentlicht wurde:

Sehr geehrtes Team von Casino Guru,

ich wende mich mit einer dringenden Beschwerde an Sie, die mehrere Online-Casinos betrifft, welche der NovaForge-Gruppe zugeordnet werden. Diese Casinos operieren mit einer Lizenz der Anjouan Gaming Commission und haben mir trotz nachgewiesener pathologischer Spielsucht (ICD-10: F63.0) und mehrfacher Sperrbitten keinen ausreichenden Spielerschutz gewährt.

Folgende Casinos waren daran beteiligt:

Wildrobin – € 1.292,00

Monsterwin – € 71,00

Bassbet – € 670,00

Pistolo – € 120,00

Royalgame – € 260,00

Allyspin – € 564,00

Magius – € 406,00

Supabet – € 350,00

Royspins – € 1.250,00

Cleobetra – € 240,00

Gesamtsumme der Verluste: € 5.223,00

Ich habe mich bei mehreren dieser Plattformen selbstgesperrt und auch durch Chats und direkte E-Mails auf meine Krankheit hingewiesen. Dennoch wurde meine Registrierung bei anderen Casinos derselben Betreibergruppe – mit identen Daten – nicht verhindert. Das ist ein eklatanter Verstoß gegen sämtliche Grundsätze des verantwortungsvollen Spielens. Man hat in der tiefsten Spielsucht keine Chance zu denken! Man ist NICHT GESCHÄFTSFÄHIG!

Die Reaktionen der jeweiligen Kundendienste beschränken sich auf das Zitieren von AGBs und auf die Ablehnung jeglicher Rückerstattung. Eine inhaltliche Auseinandersetzung mit der Spielsucht oder dem Missbrauch ihrer gemeinsamen Datenbasis findet nicht statt.

Ich bitte Sie daher, dieses Verhalten kritisch zu bewerten und öffentlich zu machen, da betroffene Spieler:innen wie ich auf transparente Information und Unterstützung angewiesen sind. Derartige Praktiken sind gefährlich, verantwortungslos und stellen eine Gefährdung der Gesundheit von Menschen dar.

Bei Bedarf kann ich alle Nachweise über Einzahlungen, die ärztliche Diagnose sowie die Kommunikation mit den Casinos zur Verfügung stellen.

und das war Ihre Antwort auf mein Schreiben:

Vielen Dank für die Einreichung Ihres Falles. Wir bedauern Ihr Problem und verstehen Ihre Bedenken. Leider müssen wir Ihnen mitteilen, dass Ihre Beschwerde aus folgendem Grund nicht berücksichtigt wurde:

Im Rahmen unserer globalen Selbstausschlussinitiative haben wir uns mit BetBlocker zusammengeschlossen, einer in Großbritannien registrierten Wohltätigkeitsorganisation, die einen kostenlosen Service zur Unterstützung von Menschen weltweit anbietet. Weitere Informationen zu unserer Initiative finden Sie hier (https://casino.guru/global-self-exclusion-initiative) und zu BetBlocker hier (https://betblocker.org/). BetBlocker unterstützt sieben Sprachen und lässt sich schnell und einfach in nur zwei Minuten auf mehreren Geräten installieren. Nach der Installation blockiert es den Zugriff auf über 84.230 Glücksspiel-Websites und läuft unauffällig im Hintergrund. Der Dienst kann anonym genutzt werden und hilft Einzelpersonen, ihren Zugang zu Glücksspielen sicher und angemessen zu verwalten, sei es durch vollständige Sperrung oder durch Einschränkung des Zugangs in gefährdeten Zeiten. Darüber hinaus enthält BetBlocker eine Liste mit 824 Informationsseiten zum Glücksspiel. Diese Seiten informieren Nutzer in erster Linie über Glücksspieldienste und bewerben diese. Sie können diese Seiten in Ihre Sperre einbeziehen, indem Sie ein Kästchen ankreuzen. Wenn Sie jedoch eine laufende Beschwerde gegen einen Glücksspielanbieter haben, aktivieren Sie dieses Kästchen nicht, da Sie dadurch auch nicht auf die Casino.Guru-Website zugreifen können.

Es tut uns leid, dass wir Ihnen nicht weiterhelfen konnten, und wir hoffen, dass Ihr Problem auf andere Weise gelöst werden kann.

Vielen Dank im Voraus für Ihr Verständnis.

Furthermore, I would like to emphasize that I am currently undergoing professional treatment for my gambling addiction. I have granted full financial control of my bank accounts to my children through legal power of attorney. I will not – and cannot – gamble again.

Therefore, I do not require any blocking apps or technical tools. What is needed is a systemic solution to stop the exploitation of vulnerable, addicted players – because they are the very people from whom these casinos continue to profit most. We don’t even need to discuss the legality – it has already been declared in hundreds of court rulings across Europe.

WHAT WE NEED IS STRONGER PLAYER PROTECTION AND ACCOUNTABILITY FOR THOSE RESPONSIBLE.

And I will fight – for myself, and for countless others like me.

Dieses Anliegen liegt mir am Herzen. Bitte hier unterzeichnen:

https://mein.aufstehn.at/petitions/illegale-online-casinos-in-osterreich-schliessen-suchtbekampfung-statt-profit?source=web-share-api-button&utm_source=web_share_api&share=3f34cde2-a540-43eb-a89d-a3f210c3d5ad

Hi,

Based on everything you’ve shared, we believe that continuing to participate in a forum focused on gambling is not in line with your stated goal of long-term recovery. If you are in treatment and have taken the important step of giving up financial control, then the next step should be avoiding gambling content altogether including public discussions like this one, which may unintentionally harm the progress you’re working so hard to make.

Your complaints: each one was closed with a written explanation of how it was handled. That includes the cases you now refer to again. We understand that you disagree with the outcomes, but disagreement is not a reason to continue the debate indefinitely.

I also want to clarify that we are not a regulator. We cannot impose obligations on gambling operators or force them to deal with addiction-related cases in a specific way. Within those limits, we’ve done what we could.

From this point on, we will only respond to concrete, specific questions. General accusations, repeated summaries of past cases, or demands to revisit positions we’ve already explained will not be addressed further and will be deleted instead. Everything that could be said on this matter has already been said.

We strongly encourage you to focus on environments and communities that are built specifically to support your recovery—rather than those centered on gambling.

If you feel that maintaining your forum account is no longer beneficial, we can also close it for you. Just let us know.

Thank you for your understanding. We wish you strength and clarity on your path forward.