Betstro Casino - Jugador con problema de autoexclusión en los casinos LCS Ltd.

Despite being banned from LCS Ltd for years due to gambling addiction, I was repeatedly allowed to register and make deposits at an LCS Ltd casino. In this instance, the casino in question is Betstro! Upon contact, they claimed that the casinos are not connected. However, I can prove through screenshots that the responses from all LCS Ltd casino support teams are identical and even numbered consecutively. Furthermore, I have also directly informed LCS Ltd about my gambling addiction. I have attached evidence in the accompanying files.

Obwohl ich bei LCS Ltd seit Jahren wegen Spielsucht gesperrt bin, wurde mir immer wieder in einem Casino von LCS ltd eine Registrierung inkl. Einzahlungen erlaubt. In diesem Fall geht es um Betstro! Bei Kontaktaufnahme wurde behauptet, die Casinos stehen in keinem Zusammenhang. Anhand von Screenshots kann ich beweisen, dass die Antworten vom Support von allen LCS ltd Casinos ident sind und sogar mit einer fortlaufenden Nummer versehen werden. Außerdem habe ich auch LCS ltd direkt über meine Spielsucht informiert. Beweise habe ich im Anhang beigefügt.

Dear x4wsccrkcd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Meanwhile, I checked the Responsible Gambling section and this is what I found (here):

Is support@betstro.com the email address to which you sent your request?

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

I sent all emails regarding the ban to support@betstro.com, also to info@lcs.com and to info@lcsltdeu.com with the following wording:

Ladies and Gentlemen!

I have a player account with you, which is registered under the email address ……….

According to your records, I made deposits of €172 in your online casino.

This letter is also being sent to all MGA departments because there has been a massive violation of player protection!

I was previously permanently banned (i.e. for life!) from the online casino of the same brand, namely LCS ltd, due to gambling addiction and personal bankruptcy, which I have been in since August 2019 (I sent you a confirmation). The site you operate, BetNFlix, is licensed by the Malta Gaming Authority under License No. MAG/B2C/233/2013 (02/07/2013) issued to LCS Limited, C-64070, registered in Office 3, Level2, Sterling Building Enrico Mizzi Street, TA'XBIEX XBX 1453, Malta.

I also forwarded the email to the desired email address.

Ich habe alle Emails bezüglich der Sperre an support@betstro.com gesendet, auch an info@lcs.com sowie an info@lcsltdeu.com mit folgendem Wortlaut:

Sehr geehrte Damen und Herren!

Ich betreibe bei Ihnen ein Spielerkonto, welches unter der Emailadresse ……… registriert ist.

Ich habe in Ihrem Online-Casino laut Ihren Aufzeichnungen Einzahlungen in der Höhe von € 172,- geleistet.

Dieses Schreiben ergeht auch an sämtliche Stellen der MGA, da hier eine massive Verletzung des Spielerschutzes stattgefunden hat!

Ich wurde bereits davor im Online-Casino derselben Marke, nämlich L.C.S. ltd dauerhaft (das heißt auf Lebenszeit!) aufgrund von Spielsucht und Privatinsolvenz, in der ich mich seit August 2019 befinde (ich habe Ihnen eine Bestätigung gesendet),  gesperrt. Die von Ihnen betriebene Seite BetNFlix ist durch Maltas Gaming Authority lizenziert, unter der Lizenz Nr. MAG/B2C/233/2013 (02/07/2013), ausgestellt an L.C.S. Limited, C-64070, registriert iin Office 3, Level2, Sterling Building Enrico Mizzi Street, TA’XBIEX XBX 1453, Malta.

Ich habe das Email auch an die gewünschte Mailadresse weitergeleitet.

Thank you, x4wsccrkcd, for your email. Regrettably, I was unable to locate the initial self-exclusion request, and I am unsure of when it was submitted. Could you please clarify and try to forward it at your earliest convenience?

I have forwarded you an email

Habe Ihnen ein Email weitergeleitet

I received an email forwarded from the casino stating that your account was blocked on April 18, 2023. The message did not mention any gambling problems but indicated a straightforward account closure. Could you kindly inform me about when you communicated to the casino regarding any gambling issues?

I have forwarded you an email and marked the important lines in red.

Ich habe Ihnen ein Mail weitergeleitet und die wichtigen Zeilen rot markiert.

If you were successfully excluded from this specific casino in the past, please forward any supporting evidence at your earliest convenience. Unfortunately, I haven't received any relevant communication between you and the Betstro Casino that would suggest that you were excluded before. Please understand that self-exclusion from any other gambling establishments, other than this specific casino, doesn't mean that you are entitled to any refunds from the Betstro Casino. Thank you.

Dear x4wsccrkcd,

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.

You are welcome to reject the complaint as unjustified. I have sent you everything about this matter, I have written to you that I have always sent an application for exclusion due to gambling addiction directly to the company - apparently not enough - everyone brushes themselves off and says they knew nothing and an exclusion is in one casino in the corporate group does not count as a reason for exclusion in other casinos in the LCS LTD group.

I have sent enough screenshots that the same support works at all LCS LTD casinos, that absolutely identical answers come and the complaint numbers are in an ascending order and are consecutive.

Unfortunately, you still protect these companies.

The highest level of protection actually applies to gambling addiction - but that's what all companies in this industry thrive on. A pity!

I will now sue with the help of a lawyer.

Sie können die Beschwerde gerne als ungerechtfertigt zurückweisen. Ich habe Ihnen alles zu dieser Causa gesendet, ich habe Ihnen geschrieben, dass ich immer auch direkt an das Unternehmen einen Antrag auf Ausschluss wegen Spielsucht gesendet habe - anscheinend zu wenig - alle putzen sich ab und sagen, sie hätten nichts gewusst und ein Ausschluss in einem Casino der Unternehmensgruppe zählt nicht als Ausschlussgrund in weiteren Casinos der Gruppe LCS LTD.

Ich habe genügend Screenshots gesendet, dass bei allen Casinos von LCS LTD ein und derselbe Support arbeitet, dass absolut identische Antworten kommen und auch die Beschwerdezahlen eine aufsteigende Reihung haben und aufeinanderfolgende sind.

leider werden trotzdem von Ihnen diese Unternehmen geschützt.

bei Spielsucht gilt eigentlich das höchste Schutzniveau - aber davon leben eben alle Unternehmen in dieser Branche. Schade!

Ich werde nun mit Hilfe eines Anwaltes klagen.

Could you please clarify when you placed the last real money deposit into your Betstro Casino account?

12.7.2022

To recap:

• The casino notified you about the account closure on April 18th, 2023.
• The latest deposit made into this casino was on July 12th, 2022.

As previously requested, kindly forward any supporting evidence indicating that you requested self-exclusion from this specific gambling establishment before July 12th, 2022 otherwise, I will be forced to reject your complaint.

The deposits were made on 12/7/22 and not 7/12/22!

The casino already knew about the gambling addiction!

Die Einzahlungen wurden am 7.12.22 getätigt und nicht am 12.7.22!

das Casino wusste davor schon über die Spielsucht Bescheid!

I apologize, but up to the present time, we have not received any corroborating evidence indicating that you initiated a self-exclusion request with this particular casino prior to making your last deposit in December 2022. Despite multiple requests, the only email we've received from the casino is dated April 2023.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future or if you locate supporting evidence to have this case reopened. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.