PII

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.