iGame Casino - O jogador se auto-excluiu dos cassinos irmãos.

Hello

I opened an account with Igame and then I discovered that they have a trademarks at Unibet and Mariacasino and big players.

I chatted with their customer service and I asked if you could open an account with you if you self-excluded from Unibet maria and big players, then they said no that it is not possible, and I asked how it happened that you allowed me to open account with you (Igame) though I have excluded myself from Unibet maria and big players? Then she said that she will forward my case to the responsible department, and that I would receive a reply by mail. I waited a couple of weeks without getting any response. I heard from myself last week and wanted to know how my case was going then told them that they were waiting for update and that I would continue waiting. Nothing happened and yesterday I heard from myself again. And I was shocked when they said they couldn't see any self-exclusion. I asked how could that be possible. I have absolutely self-excluded myself from Unibet maria and big players, before opening an account with you (Igame).

The problem is when you chat with Mariacasino Unibet and major customer service then you meet the same person. I chatted with a girl named Nathalie at Igame and she said she can't see any self-exclusion at other companies I said ok then I went to Unibet to ask them why not go and login then I meet Nathalie again at Unibet and she said because i was self-excluded, i asked her if she was the same person i was chatting with at igame then she lied straight out and said no. I was both surprised and shocked. How can they play with me? Why can't they be honest and admit they made a mistake and just pay them back the money I lost.

Mvh Moses

Hejsan

Jag har öppnat ett konto hos Igame och sedan upptäckte jag att dem har ett varumärken hos Unibet och Mariacasino och storspelare.

Jag chattade med deras kundservice och jag ställde frågan om man kunde öppna ett konto hos er om man självexkluderat sig från Unibet maria och storspelare, då sa dem nej att det inte går, och jag frågade hur kom det sig att ni tillät mig öppna konto hos er (Igame) fast jag har självexkluderat mig från Unibet maria och storspelare? Då sa hon att hon kommer att skicka mitt ärende vidare till ansvarig avdelning, och att jag skulle få ett svar via mail. Jag har väntat ett par veckor utan att få någon svar. Jag hörde av mig förra veckan och ville veta hur det gick med mitt ärende då sa dem att dem väntar på uppdatering och att jag skulle fortsätta väntar. Det hände ingenting och igår hörde jag av mig igen. Och jag blev chockad när dem sa att dem kunde inte se någon självexkludering. Jag frågade hur kan det vara möjligt. Jag har absolut självexkluderat mig från Unibet maria och storspelare, innan jag öppnade konto hos er (Igame).

Problemet är när man chattar med Mariacasino Unibet och storspelare kundservice då träffa man samma person. Jag chattade med en tjej som heter Nathalie på Igame och hon sa att hon inte kan ser någon självexkludering hos andra bolag jag sa ok då gick jag vidare till Unibet för att fråga dem varför inte går och logga in då träffa jag Nathalie igen på Unibet och hon sa på grund av jag självexkluderat mig, jag frågade henne om hon var samma person som jag chattade med på Igame då ljög hon rakt ut och sa nej. Jag blev både överraskad och chockad. Hur kan dem leka med mig? Varför kan dem inte vara ärliga och erkänna att dem gjorde ett misstag och bara betala tillbaka dem pengarna jag har förlorat.

Mvh Moses

Dear Moses,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward me any emails confirming your self-exclusion from the sister casinos? My email address is petronela.k@casino.guru. Have you self-excluded yourself or you blocked your accounts for a specific period of time? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much Moses for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Moses.

I can't speak Swedish, but I understand your point. I count on casino representatives.

I want to ask casino representatives to give me a hand in this case and explain to us where is the problem.

Hi and thanks for your reply

I have received a response from them and it looks like this

We have looked into your accounts and you have never been permanently suspended at any of our brands Maria Casino, Unibet, Bingo, Big Players or with us at Igame.

You have used self-exclusion for a number of different time periods from 24 hours up to 6 months, mostly in your account with Unibet but you have never requested permanent closure.

We then chose to permanently close your accounts with us after your disturbing comments you had with us in your chat with us on Igame 22 / Apr / 20

Your accounts are now permanently closed to all our brands and we encourage you to share some of the links at the bottom of the email.

Due to the information above, there is no possibility of repayment of your losses.

I have self-excluded anyway and I do not remember exactly if it was permanent or a few months or years. The only thing I know is that I have self-excluded myself from Unibet maria and big players. And when you do that, you can't open an account with Igame, which means it doesn't matter if it's permanent or temporary. They should have stopped me when I would open an account with them (IGame)

Mvh Moses

Hej och tack för ditt svar

Jag har fått ett svar från dem och det ser ut så här

Vi har tittat närmare på dina konton och du har aldrig varit permanent avstängd hos något av våra brands Maria Casino, Unibet , Bingo , Storspelare eller hos oss på Igame.

Du har använt självexkludering under en del olika tidsperioder​ från 24 timmar upp till 6 månader, mest på ditt konto hos Unibet men du har aldrig begärt permanent stängning.

Vi valde sedan att stänga dina konton hos oss permanent efter dina oroande kommentarer du haft med oss i din chat hos oss på Igame 22/Apr/20

Dina konton är nu permanent stängda hos alla våra brands och vi uppmanar dig att de del av de länkar som finns längst ner i mejlet.

Med anledning av informationen ovan så finns ingen möjlighet till återbetalning av dina förluster.

Jag har självexkluderat mig iallafall och jag kommer inte ihåg exakt om det var permanant eller ett par månader eller år. Det enda jag vet är att jag har självexkluderat mig från Unibet maria och storspelare. Och när man gör så, så kan man inte öppna konto hos Igame det vill säga att det spelar inte någon roll om det är permanant eller tillfälligt. Dem borde ha stoppat mig när jag skulle öppna konto hos dem(IGame)

Mvh Moses

We would like to ask the iGame Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What if it gets unsolved?

How to proceed?

Vad händer om det bli olöst?

Hur går man tillväga?

Moses, I am trying to get some answers from a competent person via Skype. 

In case they fail to reply here, we will lead you to license authority and help you to submit a complaint there.

So far, they are non-responsive.

I am very sorry for your troubles.

I am extending the timer for another 7 days.

I am sorry Moses these days people are very busy, so finding the right person who can help me is not an easy task.

Okay

I am waiting

Thanks alot for the help

Okej

Jag väntar

Tack så jättemycket för hjälpen

Hello Moses.

I am very sorry for all the delays. I was able to find a good contact to the casino - their account is set now. They are informed about your case and promised me some help and answers.

I reset the timer, and we will see what they will find.

Ok. Thank you very much

Ok. Tack så jättemycket

Moses, I am sorry for such a long waiting. I am setting a timer for 3 more days. (they wrote me through email that they will look into your case, but so far I have no info) Yesterday I wrote them an email to hurry up with the answer.

If they fail to reply till Friday, we will close your complaint as "unresolved."

Thanks so much

If they do not respond please help me with how I proceed so I can submit my complaint to the licensing authority

Have a nice day

Tack så mycket

Om dem inte svarar hjälp mig gärna med hur jag går tillväga så jag kan lämna mitt klagomål till licensmyndighet

Ha en fin dag

Moses, in your case it is https://www.spelinspektionen.se/

During the weekend, another casino representative contacted me. They may reply to you soon.

I spoke with another casino representatives, but it might take a while till she responds.

My suggestion is to contact the Gambling license directly.

Here is the contact information:

På grund av rådande situation med covid-19 kan vi ha längre svarsvarstider till allmänheten än vanligt.

Vi har öppet vardagar klockan 09.30 - 12.00.

Telefontid: klockan 09.30 - 11.30 Tel 0152-650 100 Fax 0152-650 180

E-post: registrator@spelinspektionen.se

One more time, I am very sorry that it takes so long - I expected a much faster approach from the casino with such a good rating. We contacted this casino three times, and each time they promised us help. Unfortunately, it has not happened until now.

OK

Thanks so much for your help

I will contact them, and I hope for justice

Ok

Tack så mycket för hjälpen

Jag ska kontakta dem, och jag hoppas på rättvisa

I will keep the complaint open, and please let us know when the licensing authority responds to you.

Hello

I have written to the gaming inspectorate but they do not receive such type of complaints.

The Swedish Gaming Inspectorate does not try disputes between players and licensees.

I see that Igame has closed its Casino

Please how do you proceed?

Is there any international place to appeal?

Hej

Jag har skrivit till spelinspektionen men dem tar inte emot sånna typ av klagomål.

Spelinspektionen prövar inte tvister mellan spelare och licenshavare.

Jag ser att Igame har stängt sin Casino

Snälla hur går man tillväga?

Finns det någon international ställe där man kan överklaga?

It looks like they only stop operations in Sweden. I'll try to get better contact on somebody who could explain what happened and probably MGA could help then.

OK

Thank you very much

Ok

Tack så jättemycket

Hello Moses.

Today we got the info from another contact which suggests you contact their support again and they will explain to you all the reasons behind their decision. Please, Moses, try to write to them one more time. We are desperately trying to find somebody, who will explain here on our forum whats happened in your case. They, unfortunately, don't want to talk about it in public. (and I truly don't know why - we can make their posts private)

I have contacted them but unfortunately I never get an answer to my question.

Very annoying

Jag har kontaktat dem men jag får tyvärr aldrig svar på min fråga.

Jätte irriterande

Just try it one more time, please. They told us that they would explain to you what happened when you will contact them.

(Hi Moses,

We have already informed you about this.

You have never permanently excluded yourself from us.

'' You have used self-exclusion for a number of different time periods from 24 hours up to 6 months, mostly in your Unibet account but you have never requested permanent closure. ''

Please read the information above.

Thanks in advance.

I wish you a continued pleasant day!

Sincerely,

Nathalie)

I asked them before if you could open an account if you self-excluded from Unibet maria and major players (not permanently) then told them that it is not possible. And when I asked them how it came about that you allowed me to open an account with you, then I get the answer about permanent self-exclusion. I'm just disappointed and angry

(Hej Moses, 

Vi har redan informerat dig om detta. 

Du har aldrig självexkluderat dig permanent hos oss. 

'' Du har använt självexkludering under en del olika tidsperioder från 24 timmar upp till 6 månader, mest på ditt konto hos Unibet men du har aldrig begärt permanent stängning. '' 

Vänligen läs ovan information. 

Tack på förhand.

Jag önskar dig en fortsatt trevlig dag!

Med vänliga hälsningar,

Nathalie)

Jag frågade dem förut om man kunde öppna konto om man självexkluderat sig från Unibet maria och storspelare (inte permanent) då sa dem att det inte går. Och när jag frågade dem hur kom det sig att ni tillät mig öppna konto hos er då får jag svaret om permanent självexkludering. Jag blir bara besviken och arg😕

Moses, in your case, depends when and for how long did you self excluded yourself. Do you have some evidence about the self-exclusion? (email what you sent them for example?) Could you please forward all this information to my email? (matej@casino.guru)

Technically, if you made self-exclusion for a short period it is possible that when you were making the registration to iGame casino, your old self-exclusion was already expired.

Dear Moses,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

In this interesting case, we are missing key proofs from Moses. 

The casino gave us an explanation what happened (without any proofs) and in this situation, the only possible solution for Moses is to contact MGA. 

We are closing this complaint with status "Player stopped responding"

Moses or Casino can reopen complaint anytime.