PII

I signed to casino using Zimpler and at the same time made deposit, after deposit was done the profile was completed with my personal details and email etc. But not at any time there came any suggestion about setting limits or where they can be found. There is option to set limits, but customer has to find it first him/herself, the casino wont suggest setting limits even they should.

I registered a new account to one of Mga casino. When I registered, made the first deposit or never before or after that the casino did not provide me the opporturnity to set any depositlimits or there did not come even any note or quide where I could set the limits myself. Can I make a complaint about regulation failings? During the player registration process, or before the first deposit, operators must provide players with the opportunity to set either deposit limits or wagering limits and ensure that the ability to set limits always remains available and easily accessible. A message before first deposit, providing information and access to available responsible gaming tools and limits.

I just wrote an answer and for some reason it vanished after submitting, hope heres not two replies from me after this. Anyway, I thought my case was very strong too, but it is clear now that operators word against customers evidence is stronger. I made a complaint to authority (Mga), I provided them all the evidence too. After the review they came to conclusion that the operator had done nothing wrong since they denied that they had never even received my self-exclusion email or that they had sent that welcome mail to me. I must say that I feel scammed, by NTEC and the authority. And not only feel, they did scam.

Well I did record the realgame too, but I mistakenly deleted the both recordings and only got the demoversion back from trash. The slot has five lines and after a while of playing, part of the lines wont show at all, so it comes threelines slot. Its a Netent game and I tried to find emailaddress to them so I could report and ask about it, but I didnt find any contacts to them.

I faced a bug in a slotgame, the same bug was in real game and in demo game. I screenrecorded the problem in demogame and sent that to casino and below is the casinos answer. ”Please note that the screen recording you shared was taken from the DEMO version of the slot, which does not reflect real-money gameplay ” So is it real, that the demogames are not the same? I asked casino whats the difference, but they did not answer. I have always thought that demogames should be the same, otherwise its a scam to get customer to play real game?

Casino is Maxxwin and as far as I know they dont have any sistercasinos. Thank you for your answer, just wanted to make sure I have the right to ask refund.

I dont understand. I still have the email I sent them and their reply to that. I dont know why they sent that welcome to casino ( there was also my name attached), I do know it is against regulations and propably they know it too. Maybe it was a mistake, or on purpose, dont know, but anycase they should not reply to my self exclusion with welcoming mail. So I had sent self exclusion mail, they have got it and answered it, so I can proof they got the email. My question was that should I get my deposits back from the casino?

I found from my emails that I had sent a casino an self-exclusion request due gambling problem on 2024, I did not have account in that casino at the time. Casino had responded to that email with ”welcome to x-casino, your account has been succesfully registered”. I only sent those self exclsion emails then and never cheked the answers, until now. In march 2025 I opened account to that casino which I had sent self exclusion email and got that welcome email as a respond. Casino has Mga licens, as it is clear they had got my self exclusion mail, should I get my deposits back?

I understand! I am asking refund from Kingpalace casino. The Fairbet is where I had sent that self-exclusion mail last year and their answer was that they cant find account so no restrictions set. These casinos are both part of Mobile incorporated ltd.

No I did not, infact I only now discovered the answer because I sent the same self-exclusion email to many other casino too so I never read those many answers. I did not have account in that casino at the time I sent the email, it was Fairbet.bet casino. So that is the reason they could not find one, but as I requested to prevent me creating account in the future and they have Mga licens, I assume they should have saved my information like all other Mga casinos did? I managed to create account to their sistercasino, Kingpalace.

It is there above and here is the answer from the casino I had sent the self-exclusion request: ”After reviewing your request, we can confirm there is no account associated with the email address provided”

Yes I do have. Below is quote from the mail I sent, there also was my name, date of birth, address and email address. The address and email are the same I used when I registered to casino.

Below is the answer I got from the casino after I asked refund my deposits. I removed the casinos name from it. Funny thing is, that even they know I have a gambling problem and I have sent that self-exclusion email earlier and asked to block my access to all the same licensee casinos, they only closed my account at their site, not at sistercasinos. And they closed my account only after I asked refund, not when I told I had previously sent that self-exclusion email to theis sistercasino. ”After assessing the information you provided, we can confirm that no self-exclusion was previously registered on X or any related brand, as you did not hold an account with them at that time. For this reason, we are unable to approve a refund of your deposits, as no operator error occurred. However, based on your stated intention to block your access in the past and your recent request for assistance, we believe it is in your best interest to close your account permanently for responsible gaming reasons. This closure will remain in place and you will not be able to access the service moving forward. If you prefer instead to activate a formal self-exclusion (which would block access to all our brands), please let us know and we will arrange it immediately.”

I opened account to a casino this year and now I discovered that I have sent the same operator other casino, ”sistercasino” an email last year and asked to never let me open account to them or their sistercasinos because of my gambling problem. I have contacted to the casino I sent the exclusion email and they say they have not set any future restrictions, because I did not have account in their casino at the time. Thats why they havent been able to save my information, so ofcourse they have not forwarded my request to sistercasinos either. I searched the MGA Players protection directive and there was that even invidual had not registered to casino, but contacts them and askes to prevent future registration, they should not allow never open account to them or the same licensees other casinos. I can’t understand why the first casino I sent exclusion email havent been able to save my request, even regulations say they should have saved it? And still other Mga casinos I have sent the same email, have saved my exclusion request even I have not got account on their casino. Where should I make a complaint and can I complaint? I want casino to refund my deposits since they should have not let me ever open account to them.