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Hi, in 2020 I asked casinojefe, kaleval casino, luckydino, all of these are sister casinos. (fixed casino sister casino) full lockout game due to problem. I got an answer ONLY from the casino.

My message was:

Hi

I kindly ask you to block my access to your site because of my gambling problem.

If I have an account on your site, please close it permanently and stop all marketing.

If I haven't registered yet, please make your best effort to prevent me from doing so.

I hope this ban also applies to any of your "sister casinos" and possible future casinos.

I got a response from casinojefe:

Thank you for letting us know.

We have searched with the provided details but couldn't find any match or account at our site.

Therefore we can't close your account because you haven't registered at our site.

I did not give the message a big weight at the time, as in 2020 I closed ALL existing casinos and my e-mail flooded with casino replies.

in 2020 I got to register at a smart casino with all the same information I mentioned in my email, only my home address had changed and I lost 1.4k I started to wonder how a deposit was even possible, I believed casinos could exclude me even if I didn’t register, they have such tools. Anyway, this would mean: you’re addicted to gaming, register at our casino, play, and then you’ll get a lockout. Is responsible gaming really followed here? I went to ask about their customer service and got the answer: our employee made a mistake in 2020 and didn’t shut you down then. (I have screenshots here)

I complained to the casino and demanded their deposits back from them, I received a message that the deposits would not be refunded the casino claims that they then did not have the tools to exclude me now they would have had even if I did not have an account. I told them in my complaint that I am very badly addicted to gambling since 2020 I have been visiting a gambling addict and tried to recover from the problem, I got depressed and an eating disorder. My loved one died in the Ukrainian war and that caused this rift to the smart casino. I'm feeling really bad right now. When I sent that message in 2020, a gambling employee told me the casino has tools in place to prevent gambling problems and close their accounts in advance. Put them on a "blacklist" why didn’t that happen in my situation? Please help me. Is there any way I can get my money?

Hei, vuonna 2020 pyysin casinojefe, kalevalakasino, luckydino, kaikki nämä ovat sisarkasinoita. (fiksukasino sisarkasino) täysisulkua peli ongelman takia. Sain vastauksen AINOASTAAN casinojefeltä.

Viestini oli seuraava:

Hi

I kindly ask you to block my access to your site because of my gambling problem.

If I have an account on your site, please close it permanently and stop all marketing.

If I haven’t registered yet, please make your best effort to prevent me doing so.

I hope this ban also applies to any of your "sister casinos" and possible future casinos.

sain vastaukseksi casinojefe:

Thank you for letting us know.

We have searched with the provided details but couldn't find any match or account at our site.

Therefore we cant close your account because you haven't registered at our site.

en antanut tuolloin viestille isoa painoarviota, sillä vuonna 2020 suljin KAIKKI olemassa olevat kasinot ja s-postini tulvi kasinoiden vastauksia.

vuonna 2020 sain rekisteröityä fiksukasinolle kaikilla samoilla tiedoilla mitä s-postissani mainitsin, ainoastaan kotiosoite oli vaihtunut ja hävisin 1.4k aloin ihmettelemään miten talletus oli edes mahdollista, olin uskossa että kasinot voivat sulkea minut pois vaikka en ole rekisteröitynyt, onhan heillä sellaiset työkalut. Muutenhan tämä tarkoittaisi: olet peliriippuvainen, rekisteröidy kasinoomme, pelaa, ja sitten saat sulun. Noudatetaanko tässä tosiaan vastuullista pelaamista? Lähdin kyselemään heidän asiakaspalvelusta ja sain vastaukseksi: työntekijämme on tehnyt virheen vuonna 2020 eikä sulkenut sinua silloin. (Minulla on tästä kuvakaappaukset tallella)

Tein valituksen kasinolle ja vaadin heiltä talletuksiani takaisin, sain viestin että talletuksia ei palauteta kasino väittää että heillä ei silloin ollut työkaluja sulkea minua pois nyt olisi ollut vaikka minulla ei olisi ollut tiliä. Kerroin heille minun reklamaatiossa, että olen hyvin pahasti peliriippuvainen olen vuodesta 2020 käynyt peliriippuvaisen ammattilaisella ja yrittänyt parantua ongelmasta, sairastuin masennukseen ja syömishäiriöön. Läheiseni kuoli ukrainan sodassa ja se aiheutti tämän repsahduksen juuri fiksukasinolle. Voin tällä hetkellä todella huonosti. Kun lähetin tuota viestiä vuonna 2020 peluurin työntekijä sanoi minulle, kasinolla on työkalut ennalta ehkäistä peliongelmaisia ja sulkea etukäteen heidän tilejä ns. Laittaa heidät "mustalle listalle" miksi minun tilanteessani näin ei toimittu? Auta minua kiltti. Voinko mitenkään saada rahojani?

So is it possible for me to get my deposits back? I just looked through my s-post, and had more casinos in 2020 where I didn’t have an account, but they still closed me because I asked for it. I have vouchers for this too.

Onko minun siis mahdollista saada talletuksiani takaisin? Äsken juuri katsoin s-postini läpi, ja oli usempi casino vuonna 2020 minne minulla ei ollut tiliä, mutta he sulkivat minut silti, koska niin pyysin. Minulla on tästäkin tositteet.

Dear Lola1556,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm the following events?

• You didn't have an active account back in 2020 when you've contacted the casino.
• You've registered a new account in December 2021 only.
• Informed the casino about your gambling problem on the 5th of March 2022.

Looking forward to hearing from you.

Best regards,

Petronela

Can you correct the upper text. In 2022, I got to register at a smart casino and gamble. That is, about a week ago.

Voitko korjata ylempää tekstiä. Vuonna 2022 sain rekisteröityä fiksukasinolle ja pelattua. Eli noin viikko sitten.

Hi, yes in 2020 when I asked for a full lockout I didn’t have an account for them, I did ask to close me even if I didn’t have a valid account.

In March 3, 2022, I got an account with a smart casino and played.

Hei, kyllä vuonna 2020 kun pyysin täysisulkua minulla ei ollut heille tiliä, pyysin kyllä sulkemaan minut vaikka ei olisi ollut voimassa olevaa tiliä.

Vuonna 03.03.2022 sain avattua fiksukasinolle tilin ja pelattua.

But this casino claims NOW that they didn’t have the tools in 2020 to shut down players from signing up for them if players didn’t have an account for them. Now, in 2022, they have such tools. I spoke to a chat client on March 4, 2022 and he admitted that they made a mistake in 2020 and did not rule me out.

I also contacted another casino where I also asked for a lockout in 2020 even though I didn’t have a gaming account and they did succeed in the lockout, this second casino is also a Maltese licensed casino.

Mutta tämä kasino väittää NYT, että heillä ei ollut työkaluja vuonna 2020 sulkea pelaajia rekisteröitymästä heille jos pelaajilla ei ollut tiliä heille. Nyt vuonna 2022 heillä on sellaiset työkalut. Puhuin chat asiakaspalvelijan kanssa 4.3.2022 ja hän myönsi, että he tekivät virheen vuonna 2020 eivätkä sulkeneet minua pois.

Minä otin myöskin toiseen casinoon yhteyttä mistä myöskin pyysin 2020 vuonna sulkua vaikka minulla ei ollut pelitiliä, ja he kyllä onnistuivat sulussa, tämä toinen kasino on myös maltan lisenssi kasino.

Dear Lola1556,

Could you please advise if you have any active self-exclusion in any of the following casinos?

Thank you very much.

When I tried to exclude myself in 2020, all those casinos in your picture were active.

I played 2022 Fixed Casino. And I asked them in a chat on March 5, 2020 how it was possible when I already asked for a 2020 game block on all the casinos in the picture above, then they closed me on March 5, 2022 from all the casinos due to a gaming problem.

Kun yritin sulkea itseäni vuonna 2020 pois niin kaikki nuo kuvassasi olevat kasinot olivat aktiivisia.

Pelasin 2022 Fiksukasino. Ja kysyin heiltä chätissä 5.3.2020 miten se oli mahdollista kun pyysin jo 2020 pelisulkua kaikkiin yllä olevassa kuvassa oleviin kasinoihin, sitten he sulkivat minut 5.3.2022 kaikilta kasinoilta peliongelman takia.

In short, in 2020, casino casinojefe and their sister casinos kalevala casino and luckydino ignored my request to exclude myself due to gambling addiction. Only casinojefe replied to the email and said it is not possible to shut you down because you have not registered with our casino, although I asked in my blocking request that they block me even though I have not registered yet. This is how I was advised by a gaming professional that casinos have tools in place to prevent players from registering at their casino because of a gambling problem. The Kalevala casino and luckydinos answered me nothing.

in 2020, I also closed myself out of many other casinos, and all those casinos where I didn’t have an account they managed to close me with the tools permanently, for this I have all the picture evidence on file.

in 2022 i asked casinojefe in a chat why didn't you respond to my lockout request in 2020 seriously? He replied "you are absolutely right in 2020 our employee would have had to shut you down permanently, unfortunately I cannot correct his mistake 2 years ago" i.e. the casino itself admitted that they had not taken my request seriously. I have all the screenshots for this too. After that, I made a "complaint" to the casino and they claim that in 2020 they didn’t have the tools to close accounts that weren’t registered for them. I asked the casino how it might be possible, as your employee revealed to me in a chat that you made a mistake in 2020, I also told in my complaint about many other casinos that managed to shut me out even though I hadn’t registered with them. Because of this, I feel it is wrong that the casino did not react seriously in 2020 and after 2020 I managed to open an account for them, to deposit, to lose money. If I had won and asked for a withdrawal, they would have noticed by that point at the latest that I had contacted them in 2020 and asked for a full lockout and I am sure they would not have paid my winnings.

Lyhyesti sanottuna vuonna 2020 kasino casinojefe ja heidän sisarkasinot kalevalakasino ja luckydino jättivät minun pyynnön pois sulkea itseni peliriippuvuuden takia huomioimatta. Vain casinojefe vastasi s-postiin ja sanoi se ei ole mahdollista sulkea sinua koska sinä et ole rekisteröitynyt meidän kasinoon, vaikka pyysin sulkupyynnössäni, että he estäisivät minut vaikka en ole rekisteröitynyt vielä. Näin minua neuvoi peluurin ammattilainen henkilö, että kasinoilla on työkaluja ennalta ehkäistä pelaajia rekisteröitymästä heidän kasinoonsa peliongelnan takia. Kalevalakasino ja luckydinot eivät vastanneet minulle mitään.

suljin vuonna 2020 itseni myös monesta muusta kasinosta, ja kaikki ne kasinot joissa minulla ei ollut tiliä he onnistuivat työkaluilla sulkemaan minut pysyvästi, tästä minulla on kaikki kuvatodisteet tallella.

vuonna 2022 kysyin casinojefe chätissä miksi ette reagoineet minun sulkupyyntööb vuonna 2020 tosissanne? Hän vastasi " olet aivan oikeassa vuonna 2020 työntekijämme olisi kuulunut sinut sulkea pysyvästi, en voi valitettavasti korjata hänen virhettään 2vuoden takaa" eli casino itse myönsi, että eivät olleet ottaneet pyyntöäni vakavissaan. Minulla on kaikki kuvakaappaukset myös tästä. Tämän jälkeen tein kasinolle "reklamaation" ja he väittävät, että heillä ei ollut 2020 vuonna työkaluja sulkea tilejä jotka eivät olleet rekisteröityä heille. Kysyin kasinolta miten se voi olla mahdollista, sillä työntekijänne paljasti minulle chatissä, että olette tehneet virheen vuonna 2020, kerroin myös reklamaatiossani monista muista kasinoista jotka onnistuivat sulkemaan minut pois, vaikka en ollut heille rekisteröitynyt. Tämän takia koen vääryyttä, että kasino ei reagoinut vakavissaan 2020 vuonna ja onnistuin 2020 vuoden jälkeen avaamaan heille tilin, tallettamaan, häviämään rahat. Jos olisin voittanut ja pyytänyt nostoa, he olisivat viimeistään siinä vaiheessa huomanneet, että olen ottanut heihin yhteyttä vuonna 2020 ja pyytänyt täysisulkua ja olen varma he eivät olisi maksaneet voittojani.

I see. So the correct timeline would be the following one:

• You didn't have an active account with Fiksukasino Casino back in 2020 when you've contacted them and ask to either self-exclude you permanently or prevent the creation of any future accounts.
• You've registered a brand new account on the 3rd of March 2022.
• Informed the casino about your gambling problem on the 5th of March 2022.

Unfortunately, you didn't save or obtain any confirmation about successful self-exclusion due to a gambling problem from any casino operated under the same license, is that correct?

Thank you,

1. I did NOT have an active account with their company ESPORT ENTERTAINMENT these casinos are: Luckydino, casinojefe, vie.bet, sportnation, kalevala casino, and smart casino. That is, I did not have an account at any of the above casinos.
2. I got the information from the smart casino I registered in September 2021
3. 5.3.2022 I did not report a gambling problem to the smart casino, questioned their activities in the chat, and asked why they have allowed me to open an account for them. The customer service representative in the chat found out and noticed that I had put them in an email in 2020 and They automatically excluded me from the smart casino and sister casinos right after this survey of mine.

Yes, I did not receive a successful self-removal lock, although I emailed several ESPORT ENTERTAINMENT casinos. Only one casino of them answered and it was CASINOJEFE, so this means that they did receive my message, Because one of them, however, answered me. Casinojefe replied and told me that the closure itself is not possible.

Kiitos,

1. Minulla EI ollut aktiivista tiliä heidän yrityksessään ESPORT ENTERTAINMENT nämä kasinot ovat: Luckydino, casinojefe, vie.bet, sportnation, kalevalakasino, ja fiksukasino. Eli minulla ei ollut missään ylläolevista kasinoista tiliä.
2. Sain fiksukasinolta tiedon olen rekisteröitynyt syyskuussa 2021
3. 5.3.2022 En ilmoittanut fiksukasinolle peliongelmasta, kyseenalaistin chatissa heidän toimintaansa, ja tiedustelin miksi he ovat sallineet minun avata tilin heille. Asiakaspalvelija chatissa selvitteli ja huomasi, että olen laittanut heille s-postia vuonna 2020 ja He sulkivat minut itse pois heti tämän minun kyselyn jälkeen automaattisesti fiksukasinolta ja sisarkasinoilta.

Kyllä en saanut onnistunutta itsepoistamis sulkua, vaikka lähetin useammalle ESPORT ENTERTAINMENT kasinolle sähköpostia. Vain yksi kasino heistä vastasi ja se oli CASINOJEFE, tämä siis tarkoittaa, että he kyllä vastaanottivat viestini, Koska yksi heistä kuitenkin minulle vastasi. Casinojefe vastasi ja kertoi minulle, että itse sulku ei ole mahdollinen.

I seriously question the tools for responsible gaming at the Casino in 2020. I am 100% sure they had the tools in advance to help with my problem and shut me down.

Minä kyseenalaistan vakavissani vuonna 2020 casinon vastuullisen pelaamisen työkaluja. Olen 100% varma heillä oli työkalut ennalta auttaa ongelmaani ja sulkea minut.

I understand and agree that it would be ideal to be able to request from any gambling establishment to prevent you from opening any future accounts with them. Yes, some casinos are able to do it, but it is not standard practice yet and it is not mandatory for casinos to have this responsible gambling tool available for their players. Therefore, we are unable to proceed with this case. I wish I could be of more help, Lola1556.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. Thank you in advance for your reply and understanding.

According to the Maltese license rules:

B2C licenses shall endeavor to ensure, whenever reasonably possible, that individuals not previously registered as players, but who have contacted the B2C licensee request to be excluded from any future Gaming activity, are not accepted as registered players, or are not allowed to register as players, unless and until the B2C licensee has received a request in written or electronic format from the same individual asking for his previous request to be ignored.

In my case, the casino didn’t do that, even though the customer service representative admitted that they did have the tools for it in 2020. The customer service representative told me in a chat that they made a mistake that didn’t shut me down in 2020. I can put a picture of you in this hijack.

Maltan lisenssin sääntöjen mukaan:

B2C licensees shall endeavour to ensure, whenever reasonably possible, that individuals not previously registered as players, but who have contacted the B2C licensee requesting to be excluded from any future gaming activity, are not accepted as registered players, or are not allowed to register as players, unless and until the B2C licensee has received a request in written or electronic format from the same individual asking for his previous request to be ignored.

Tapauksessani kasino ei tehnyt näin, vaikka asiakaspalvelija myönsi että heillä oli kyllä työkalut siihen vuonna 2020. Asiakaspalvelija sanoi minulle chatissa, että heidän puoleltaan kävi virhe että eivät sulkeneet minua 2020. Voin laittaa tästä sinulle kuva kaappauksen.

Therefore I strongly recommend do contact the official ADR directly as they have the authority to enforce the legality of rules.

Please let me know if you need any assistance when submitting the official complaint.

Hi, thank you very much. I need help making a complaint.

Hei, kiitos paljon. Tarvitsen apua valituksen tekemiseen.

Hi, thank you very much. I need help making a complaint.

Hei, kiitos paljon. Tarvitsen apua valituksen tekemiseen.

Have you checked the Form, please? Which part exactly do you need help with?

I made some screenshots of the Form being translated to Finnish.

I know it is not ideal or perfect but I hope it'll help. Please let me know.

Dear Lola1556,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I'm complaining, thanks for the help.

Teen valituksen, kiitos avusta.

Thank you very much, Lola1556, for the update. Since you have filed an official complaint, I will close this thread on our forum and check back with you in a month if there is any development or verdict. I wish you best of luck.

Dear Lola1556,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Petronela

Dear Lola1556,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Lola1556 and Petronela,

First, we apologize for the delay in our response to this matter.

Your inquiry is important to us, and we are currently evaluating the entire case to formulate an appropriate response. Please allow us five additional days to complete the investigation, after which we will respond and, hopefully, resolve this matter.

Thank you for your continued patience and understanding.

Regards,

The HipSpin Team

odotan vastaustanne tapauksen ratkaisemiseen.

Hei, lähetin valituksen THEPOGG ja thepogg päätti tämän pelaajan hyväksi sillä kasino ei suostunut vastaamaan.

THEPOGG vastasi mimulle:

Thanks for your emails. While we cannot assert this as absolute - there are potentially other factors that we are not aware of that could influence this claim - you do appear to have a valid claim.

The email that you sent to the operator read as follows:

"If I haven't registered yet, please make your best efforts to prevent me doing so"

To quote the MGA Player Protection Directive of 2018:

"12. (1) B2C licensees shall ensure that individuals not previously registered as players, but who

have contacted the B2C licensee requesting to be excluded from any future gaming

activity, are not allowed to make use of the B2C licensee’s gaming service, unless and

until the B2C licensee has received a notice in written or electronic format from the same

individual asking for their previous request to be ignored. "

kasino ei noudata mga lisenssin sääntöjä.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. 

Hello, how can I send a decision when the casino did not cooperate with the authority?

and they don't follow the mga license rules.

you can warn other players about this operator and give black points if the operator is not willing to solve this problem.

very irresponsible.

Hei, miten voin lähettää päätöksen kun kasino ei tehnyt yheteistyötä viranomaisen kanssa?

eivätkä he noudata mga lisenssin sääntöjä.

voit varoittaa muita pelaajia tästä operaattorista ja antaa mustia pisteitä, jos operaattori ei ole halukas ratkaisemaan tätä ongelmaa.

hyvin vastuutonta.

HipSpin Casino is operated by Esports Entertainment Malta (EEM). EEM is licensed and regulated by the Malta Gaming Authority (MGA). This matter was handled in accord with the applicable Terms and Conditions. As stated in EEM’s Terms and Conditions, player complaints that are not resolved by EEM customer support can be submitted to the MGA at support.mga@mga.org.mt , or to European Alternative Dispute Resolution at www.eadr.org. Players are encouraged to visit the MGA Player Hub at https://www.mga.org.mt/player-hub/ for information regarding authorized gaming websites, responsible gaming, dispute resolution and self-exclusion options. 

Dear Lola1556,

I advised you previously to contact the official ADR (here). Have you done so?

Yes, I'll take it now. Between them is a vaihtunur adr.

Kyllä nyt otan. Heillä on välissä vaihtunur adr.

You will contact the ADR now only? You haven't done so back in April 2022 when advised?

Dear Lola1556,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.