Campeonbet Casino - El jugador se queja de la falta de aplicación de la autoexclusión.

Hello,

I have just requested a refund of 70€, as there was no player protection provided here.

I was able to register and deposit 70€ at campeonbet today, despite having a confirmed self-exclusion due to gambling addiction at several partner casinos, such as betsamigo, svenbet, betonred, (see attachment)

campeonbet should have ensured player protection by entering the same personal data, and should have prevented a deposit or registration.

Hallo,

ich habe eben eine Rückzahlung in Höhe von 70€ gefordert, da hier kein Spielerschutz gewährleistet wurde.

Ich konnte mich heute bei campeonbet registrieren und dort 70€ einzahlen, obwohl ich nachweislich einen Selbstausschluss wegen Glückspielsucht bei einigen Partner Casinos habe zum Beispiel betsamigo, svenbet, betonred, (Siehe Anhang)

campeonbet hätte mit der Eingabe der gleichen persönlichen Daten, Spielerschutz gewährleisten müssen und eine Einzahlung oder Registrierung verhindern müssen.

Dear Lesa,

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:

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from this casino directly?

Looking forward to hearing from you.

Best regards,

Kristina

Hello, at Betsamigo, which is a partner casino, I declared my self-exclusion via email, citing gambling addiction. I sent this to you in advance in the attachment

Hallo, bei Betsamigo welches ein Partner Casino ist, habe ich per E-Mail den Selbstausschluss erklärt, mit der Begründung Spielsucht. Dies hatte ich Ihnen vorab im Anhang zugesendet

Also i was already self excluded on Bitkingz. Please see attached

Hello Dear Casino Guru Team,

are there any news. Campeonbet is opposed to a refund because they allegedly do not have a uniform system for registering other self-exclusions from partner casinos.

I entered the same details when registering as before. Same name, address and email and I am known as a gambling addict at some of the partner casinos. This should have been recognized and registered and other deposits in other partner casinos should have been prevented. I assume this is deliberate player damage and don't see any real player protection here

Hallo Liebes Casino Guru Team,

gibt es irgendwelche Neuigkeiten. Campeonbet stellt sich bzgl. einer Rückzahlung quer, da sie angeblich kein einheitliches System haben um andere Selbstausschlüsse von Partner Casinos zu registrieren.

Ich habe die selben Daten bei der Registrierung eingeben als zuvor. Gleicher Name, Adresse und E-Mail und ich bin bei einigen der Partner Casinos als Spielsüchtige bekannt. Dies hätte erkannt und registriert werden müssen und andere Einzahlungen in anderen Partner Casinos verhindert werden müssen. Ich gehe hier von einer mutwilligen Spielerschädigung aus und sehe hier keinen richtigen Spielerschutz

In the appendix you can see that I also applied for a self-exclusion from a partner casino called TreasureSpins on February 8th, 2023 with the request that I be permanently blocked from all other partner casinos

Im Anhang sehen sie das ich auch einen Selbstausschluss eines Partner Casinos mit dem Namen TreasureSpins am 08.02.2023 beantragt habe mit der Bitte mich für alle weiteren Partner Casinos permanent zu sperren

Thank you for your reply, Lesa. Could you please advise if you currently have access to your casino account? Have you tried contacting this casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They don’t want to give me a refund

Do I understand correctly that your account has been blocked? Have you received any confirmation from the casino that accounts on all associated websites will also be closed?

Yes, they only closed my account after requesting my refund. Before that I was able to deposit money, unfortunately even though I was already blocked from other partner casinos because of gambling addiction

Ja die haben mein Konto jetzt erst geschlossen, nach der Anfrage meiner Rückforderung. Davor konnte ich ja Geld einzahlen, leider obwohl ich schon auf anderen Partner Casinos wegen Spielsucht gesperrt war

Lesa, please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites. Both casinos have a Curacao license which doesn't enforce group self-exclusions like, for example, MGA-licensed casinos do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.

As long as your account has already been closed, there is not much we can do. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Unfortunately not ,

Leider nicht ,

Thank you for your understanding. If you are dissatisfied with our decision, you can always contact the licensing authority.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.