Race Casino - Играчът иска възстановяване на депозита.

Hi Casino Guru

Back in 2016 I ask to be self excluded from AllBritish casino - a casino under branded "L & L Europe Casino" See Appendix 1, where the chat operator confirms that I am self excluded and no longer have the opportunity to play at others "L & L Europe Casino sites"

In the beginning of November 2020, I happen to come across the casino "Fun Casino", which is also a site under "L & L Europe". Here I register without any problems, and lose 500 euros.

I subsequently complain and they tell me that the reason I had the opportunity to play with them was that I was not marked as a gambling addict from the All British casino. (See Appendix 2) Of course, I do not understand this, as the Chat operator from All British had just told me that I could no longer register with any "L & L Europe" casinos. FunCasino assures me in the same email (appendix 2) that I am now self excluded and that my user is made as a gambling addict. I will not proceed with the case at this time.

At the end of the same month (November 2020) I come across the site Race Casino - also a site L & L Europe site.

Here I can again register without further ado, and lose 450 euros. When I subsequently find out that it is also an L & L Europe site, I get very frustrated and complain to RaceCasino that they have allowed me to gamble despite the fact that I am marked as gambling addicted to their entire brand (see appendix 3)

RaceCasino replies (appendix 4) that the reason they have not blocked me is that my year of birth with them was set to 1981 and at FunCasino to 2002. My real year of birth is 1981.

It must be said that at AllBritish casino, my year of birth was also set to 1981. When FunCasino blocked me, they did not mention anything that my year of birth was not the same with them and All British.

RaceCasino also mentions that my last name does not match 100% as I have written my middle name under last name on their site.

I have had a long conversation with their representative here at Casinomeister, who I wish I could attach to this complaint. You will instead get the link to the conversation. If you can not read it that way, then I would like to send a video of the whole conversation.

https://www.casinomeister.com/forums/conversations/self-exclusion-on-l-l-sites-not-done-properly.1774629/#convMessage-1998761

He maintains that when the year and surname are not 100% the same, then I am not entitled to a refund. This despite the fact that I used the same email address, same phone number, same first name and same credit card at both FunCasino and RaceCasino. I did not use the same credit card and address on AllBritish that I used on the other two sites as there were 4 years in between and in the meantime had moved and had gotten a new credit card.

He tells me, just as I had been told before, that they use surnames and birthdays to block people who have blocked their account due to gambling addiction. In Denmark there are 2-300.000 peoples with the surename "Jensen". Some of those will for sure have the same birthday. If you use birthday and surename as the things to sort gambling addicted players, I think alot of people will be denied to register because they are identical to alot of people.

I also ask him why these are exactly the two things they are blocking, but he never answers. He also never answers why they do not block based on email (as the vast majority of casinos do), phone number, name, country or credit card information. This he also fails to answer. He simply writes that the information must be 100% the same, and then refers to their t / c, which I have subsequently looked through. Here, however, I have been unable to find anything about it.

I do not believe that L & L Europe lives up to what they promised me, already back in 2016, and that I am therefore entitled to a refund of the money I have lost at FunCasino and RaceCasino., A total of 950 Euro.

Dear flowplowlow,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you requested self-exclusion from All British Casino for not liking the RTP, and you only informed Fun Casino about your gambling problems?

Do I understand correctly that you have not requested self-exclusion specifically from Race Casino?

Could you please confirm that you used the same email address to register in all 3 casinos?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

First of all: The amount asked for is not 450, but 950 euro.

• If you look at appendix 1 you can read that I was self excluded from all L & L Europe Casinos back in 2016. The chat-operator confirms this in the chatlog (Appendix 1) See also the attached pictures.

• I did ask for a self exclusion on Race casino, but first after I lost alot of money on their site - money that I should never have had thhe possibility to loose.

• Yes, I was registered with the same e-mail on all three site.

I can see, that I used Casinomeister as a reference... I talked with a Race Casino reprensative in their, but he denied to help and said it was my own fault - and that I have tried to manipulte with the registrationforms when registering. This is NOT the case and I have not seen anykind of evidence that should support that.

Thank you for your reply, flowplowlow. To summarize, you requested self-exclusion from the first casino (AllBritish casino) due to being dissatisfied with RTP. Even though you requested self-exclusion due to gambling addiction from the second casino (FunCasino), you registered your account with incorrect personal details, therefore L&L Europe Ltd casinos could not identify you correctly and locate your account in other casino accounts created after that.

Since we are not able to judge this case fairly, I am afraid that we are not able to proceed further with this case. At this point, I can only recommend that you try contacting the licensing authority (MGA) as they are the most eligible to help you with a case like this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.