21.Red Casino - O jogador foi autorizado a registar-se num casino, apesar de ter sido autoexcluído em sites irmãos.

Had an exclusion at their other sister casino under same license (wallacebet / svenplay) but still was able to play here.

Dear pf7zy9rfty,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the 21.Red Casino's Terms and Conditions and this is what I found:

8.4 If you have elected to self-exclude from or to close (for any reason, including among others for gambling addiction) your Account that you hold with the Website, you acknowledge and agree that you are not automatically self-excluded from any other site/brand that operates under the relevant license as stated under clause 1.1, whether you already hold an Account with any other brand under the relevant license as stated under clause 1.1 ("Additional Account(s)") or not, during the period you have selected.

8.5 In the event that you have managed to open or use an Additional Account while you have elected to self-exclude or close your Account, we and/or any brands that operate under the relevant license as stated under clause 1.1, shall additionally be entitled (but not obliged) to suspend any funds you may deposit (or have previously deposited), void any bets and forfeit the winnings in any Additional Account). Moreover, should you succeed to open an Additional Account, we and/or any brands that operate under the relevant license as stated under clause 1.1 will not be liable for any direct or indirect consequential damages that you may suffer.

8.6 For the avoidance of doubt, in the event that you have managed to open or use an Additional Account while you have elected to self-exclude or close your Account, neither we nor any brands that operate under the relevant license as stated under clause 1.1, shall be liable to refund to you any funds you may wager in any Additional Account during the period you have selected.

Kindly bear in mind that it is important to submit a self-exclusion request in each casino you wish to be self-excluded from. We recommend you always check if the self-exclusion is valid for one site or for the whole group of casinos operating under the same license.

Could you please specify if you asked to be self-excluded in 21.Red Casino due to gambling problems? If not, I am afraid that we will not be able to help you.

Thank you in advance for your understanding and for your reply.

Best regards

Veronika

I did request at their other casinos, but due to terms of the MGA license you have to be excluded at all other sister sites

Thank you for your reply.

Based on the rules of the MGA license, players' accounts would be suspended across the entire platform if the reason for the self-exclusion was gambling addiction.

"(4) Any exclusion implemented in terms of this article shall be offered:

…

(b) Across all the means by which the B2C licensee provides its services, and,

optionally, but not alternatively to the latter, across one or more websites and,

or one or more remote means.

…

Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem

gambling issues, that player shall be excluded across all brands operated by the B2C

licensee"

To conclude, if you haven't informed this specific casino (or any other from the group) about a possible gambling problem, your request was applied to a specific casino only, not across the entire platform/group.

Could you please forward me the account closure requests that you sent to Wallacebet and Svenplay casinos? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

i have informed them about my exclusion.

i have informed them about my exclusion. The other sister casinos did refund me already but they are not willing to

Thank you for your replies. However, I have still not received the emails with the account closure requests that you sent to Wallacebet and Svenplay casinos. Could you please send them to me?

Dear pf7zy9rfty,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.