LSbet Casino - As tentativas do jogador de se auto-excluir foram ignoradas.

Good day,

I opened an account with this site some time ago. Unfortunately, I noticed that this site, despite my request never to open my account again, always opened it again immediately and without any waiting time. I then looked for advice on their site and was told how to write the email to the casino. The email then looked like this:

Good day,

I would like to let you know that I would like to ban myself from your casino as I am addicted to gambling. The self-exclusion shall last for one year and shall be irreversible. Any new deposit that I can now make on your site without getting banned, I will in the future send it to your licensing authority using the Casinoguru site. Then a refund will be requested.

Unfortunately, my account was reopened afterwards as well.

now my question is if it is possible to reclaim my losses since this casino is clearly in breach of player protection.

Kind regards

Guten Tag,

ich habe ´vor einiger Zeit ein Konto bei dieser Seite eröffnet. leider ist mir aufgefallen, dass diese seite trotz meiner Bitte meinen Account nie wieder zu öffnen, ihn immer wieder sofort und ohne irgendwelche wartezeit wieder geöffnet hat. Anschließend habe ich rat auf ihrer Seite gesucht und mir wurde mitgeteilt wie ich die Mail an das Casino zu verfassen hatte. Die Mail sah dann wie folgt aus:

Guten Tag,

Hiermit möchte ich ihnen mitteilen dass ich mich selbst von ihrem Casino ausschließen möchte, da ich Spielsüchtig bin. Der selbstausschluss soll ein Jahr betragen und nicht wieder rückgängig zu machen sein. Jede neue Einzahlung die ich nun auf ihrer Seite machen kann, ohne dass ich gesperrt werde, werde ich in Zukunft an ihre zulassungsbehörde mithilfe der Seite Casinoguru senden. Dann wird eine Rückerstattung verlangt.

leider wurde mein Konto auch danach wieder geöffnet.

jetzt ist meine Frage, ob es möglich ist, meine Verluste zurückzufordern, da ja dieses Casino eindeutig gegen den Spielerschutz verstößt.

MfG

Dear kidvfb12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

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

Good day,

Thank you in advance for taking care of the problem. Yes, I specified everything exactly. I have already sent you the screenshot.

LG

Guten Tag,

vielen Dank schonmal im Voraus, dass sie sich dem Problem annehmen. Ja, ich habe alles genau angegeben. Den Screenshot habe ich ihnen bereits gesendet.

LG

Thank you very much, kidvfb12, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

Hi kidvfb12,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

OK thank you!

Ok, vielen Dank!

Hello,

Thank you for your feedback on LSbet Casino.

We would like to inform that your player account at LSbet was closed at the start of this month.

The account can not be reopened any more.

We are sorry that your experience at our casino didn't match your expectations.

Best Regards,

LSbet Casino Team

Is there no way to get the money back? After all, they should have closed it long ago.

Gibt es keine Möglichkeiten das Geld zurückzufordern? Schließlich hätten sie es schon längst schließen müssen.

Dear LSbet Casino Team,

thank you for your cooperation. Based on the evidence from the player, we can confirm that he has already informed you about the gambling problem at the end of August. You have stated that the account was closed at the start of this month. Please, could you explain why it took so long?

That wasn't the problem, they blocked it but let me unblock it without any problems and let me play without limits. Although I wrote all the details in the mail. That's why I would like to claim back the money I gambled away from August 30th.

Das war nicht das Problem, sie haben es gesperrt, haben es mich aber ohne Probleme wieder entsperren lassen und ohne Limits weiter spielen lassen. Obwohl ich alle Details in die Mail geschrieben habe. Deshalb würde ich auch gern das verspielte Geld ab dem 30. august zurück fordern.

We would like to ask the 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’ which may negatively affect its rating.

Dear kidvfb12,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino licensing authority and submit a complaint to them. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jozef.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards, Jozef