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Good evening, I have self-excluded from all Curacao casinos for a few days. As a final complaint with Grandwin Casino, I sent my documents, and they excluded me from all Curacao casinos. Due to my compulsive behavior, I tried on all of them, but only Hot.bet Casino allowed me to register. I deposited 150 euros, lost them, and then they realized and closed my account. Please, refund my money.

Buonasera sono autoescluso su tutti i casinò curacao da alcuni giorni come ultimo reclamo con grandwin casinò ho mandato i documenti e mi hanno escluso su tutti i curacao. Vista la mia compulsione ho provato su tutti ma solo hot.bet casinò mi ha fatto fare l iscrizione ho versato 150 euro li ho persi e poi se ne sono accorti e mi hanno chiuso il conto ...per favore fatemi restituire i miei soldi.

Dear luxor83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (https://hot.bet/pages/terms-and-conditions):

" 3.22.7. The customer acknowledges, agrees, and accepts that he/she has the possibility of Self-Exclusion only if a customer already has an existing Account with adequate balance. It is technically impossible for the Operator to Self-Exclude persons who are not known to the Operator as Curaçao does not currently offer a national registry of Excluded Persons." 

Unfortunately, it is not stated that all your accounts with other casinos owned by the same operator or licensed by Curaçao Antillephone N.V. will be automatically blocked or self-excluded. Please understand that if you self-exclude from one casino, it does not guarantee protection across all associated websites.

I also recommend reading the following article: https://casinoguru-en.com/licensing-authorities/curacao-license-3.

Could you please advise if you have requested a self-exclusion from Hot.Bet Casino directly? 

Looking forward to hearing from you. 

Best regards, 

Dominika

Excuse me but why then after I deposited and lost they self-excluded me?? No the closure told me grandwin casino 'that by sending the documents that I sent them they were valid for all casinos

Scusi ma perché allora dopo aver depositato e perso mi hanno autoescluso?? No la chiusura mi ha detto grandwin casino ' che mandando i documenti che ho mandato loro valevano per tutti i casinò

They don't exclude me even if you write to them in chat you just have to lose...is it possible that you don't do anything?

Non mi escludono neanche se li scrivi in chat devi perdere e basta...è mai possibile che non fate nul

I keep losing and depositing after I told him in chat to close my account because I'm a compulsive gambler. Are you really not doing anything? Do I have to die and lose my money like this?

Sto continuando a perdere e versare dopo che in chat gli ho detto di chiudermi il conto perché sono ludopatico. Davvero non fate nulla? Devo morire e perdere i miei soldi così?

Dear they had not excluded me from the game ... they continue to make me pay and lose ... I asked them in chat to be excluded for gambling addiction but nothing. Please make me return my money now it is at least 800 euros that I paid after asking for exclusion in chat that they do not grant murderers who are

Cari non mi avevano escluso dal gioco ...continuano a farmi versare e perdere...ho chiesto loro in chat di essere escluso per ludopatia ma nulla. Vi prego fatemi restituire i miei soldi ora sono almeno 800 euro che ho versato dopo aver chiesto esclusione in chat che loro non accordano assassini che sono

Dear luxor83, is this your only self-exclusion request?

When did you request the self-exclusion from this casino?

Have you received any email updates regarding the self-exclusion as mentioned in the screenshot?

Yes, after I wrote to them in chat, they told me to send an email to their email address, but in the meantime, one must lose everything??...but in the past, you told me that once I wrote in chat that I was a compulsive gambler, they should exclude me immediately...now why do you behave like this too?

Si dopo che li ho scritti in chat mi hanno detto di mandare email ad una loro email ma nel fattempo uno deve perdere tutto??...ma in passato voi mi avete detto che una volta scritto in chat di essere ludopatico dovevano escludermi subito...ora perché vi comportate così anche voi?

Dear luxor83, each casino has its own method for self-exclusion; some allow requests via chat and email, while others require just email.

Have you submitted your self-exclusion request via email as specified by the casino?

I've reviewed the terms and conditions and here’s what I found:

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request") 

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from hot.bet, he/she needs to contact us on the following email address: customercare@hot.bet.

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

Dear luxor83,

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.