Jeremy9

They have now denied my request on refund, so I am about to leave a complaint here. Summary below. The casino denied my refund request related to my 2020 account closure. They stated that my self-exclusion request in 2020 wasn't verifiable due to a lack of identification and no existing account. They didn't state my e-mail sent in 2023 at all. They also told that since customers in my country use BankID, they couldn't apply the exclusion. However I still had to provide the exact same details in registration process after logging in with BankID, that I have asked to exclude and prevent from registering (full name, e-mail, phone). As I see, this is a violation of MGA's responsible gaming policy. Do I need specific history of my deposits, or is approximate amount OK seen from my bank account? I deposited with trustly, so unfortunately in my bank account it doesn't show any information on which casino I have deposited. I have had multiple deposits between these two casinos that day. If this is important information, I'll ask my deposit and withdrawal history from the casino support via e-mail.

I have asked for a permanent self-exclusion, and if account was not found, to prevent me for registering due to gambling addiction. I also asked the ban to apply any other sister casinos of the operator (however, I have sent the e-mail to all of the operators casinos separately also). One of the casinos replied to me that they are currently waiting for a confirmation on refund by the relevant department, the other one hasn't yet answered. Since I got in touch with them, I'm trying to resolve this with the casinos first, so I'll refrain from giving the names of the casinos for now.

Hi, I was able to register and deposit on one casino operators casinos, and managed to lose a big amount of money on 2 of their casinos. Both of them do have MGA License. However, I found out that I actually had emailed (twice) both of them for self-exclusion and prevention of registration due to gambling addiction, before opening an account. These e-mails had been send on 2020 and on 2023. I provided all the necessary information including my name, birthdate, email, and phone number. I used the exact same information when registering on their casinos. The action was not taken to prevent me from registering and depositing. As far as I understand, according to Player Protection Directive (Directive 2 of 2018) on the official Malta Gaming Authority website regulations, individuals who have requested self-exclusion should not be allowed to register or use the B2C licensee’s gaming service. This includes situations where the individual has not previously registered as a player but has contacted the licensee asking for exclusion from future gaming activity. Therefore, the casino should have prevented me from registering and depositing funds based on my prior self-exclusion request. Can you see, that I could be eligible for a refund of my net losses and this could be worth of submitting a complaint on AG? Should I make a complaint of both casinos, or can I make one complaint by casino operator name, including these two casinos? I have asked from the casino support via e-mail, but they didn't respond to my request of refund - they only confirmed that my account is now permanently closed. Currently waiting for their reply to my latest e-mail, I gave them 14 days time to give me a resolution before escalating. From MGA regulations; Any help is welcome, thank you very much for your time.

Thank you for your reply, I appreciate that you care I will take a look of that. More info; the casino has uk gambling commission license and its operated by nektan limited casinos. Casino name: royal bets

Hello! I managed to lose all of my money on casinos, however I had balance of 10 000€ on other casino account and I got scared that I will lose it all so I wanted to close that account due to gambling addiction. The balance is now on my locked account and I asked for a withdrawal on e-mail; they said that they will process the withdrawal and closed my account. Has anybody else done this, how did the casino react and how fast did you got the money? How do casinoes proceed with this kind of situations? This is the only money left and I hope they can get it to me asap. Regards gambling addict trying to recover.

Hello, I posted a review of casino and it got deleted. I got no information at all why this happened, just a note that they have deleted the review. Here is the review; do you think that I used insulting words or something like that? Am I giving too bad review for the casino? Let me hear your opinions. "Very dissapointed. I had amazing luck and managed to win a lot, so I made a withdrawal total of 15 000 euros (3 times 5000e). After that, I got to a point, where I had 19 000 euros left. I was promised 15% cashback for all the lost money. Well, as a gambler you can guess what happened; I managed to lose ALL 19 000e on roulette in just one night. I sent an email, that I lost control and wanted the cashback. Seems like I am not getting the cashback. The reason is that I mentioned, that I'm going to quit playing soon. Now I am feeling very upset and punished for my playing, the cashback would have been about 3000 euros, I can't understand why they are not going to pay me even that... They should be happy that I lost all..."

Hi and thank you! No, I just checked it from bank account. I made one 50e deposit and one 25e deposit.

Hello, fellow gamblers! I played on Nordicbet casino and managed to win 5400 euros. This was my first time playing on this casino. I made withdrawal, and sent documents. Day after this I decided to quit my Betsson account due to gambling addiction. After this, I saw that my Nordicbet account was closed too (same concern) How do casinos usually act on cases like this, should I be worried that I won't get my money? I asked it on the chat, they told me to wait and that they are processing my withdrawal. (Today received mystery 200e on my bank account via Trustly, I have no idea where did it come from. I had no other withdrawals on other casinoes.)