Happy Hugo Casino - El jugador reclama una violación de las reglas de protección del jugador.

The company Mountberg BV has egregiously violated player protection since I first contacted the casino "Viggoslots" on July 2, 2021, where gambling addiction was highlighted. The initial registration in "Viggoslots" occurred in the year 2020. 

My email was responsible for suspension in the aforementioned casino. 

I was able to register in three additional casinos ("muchovegas", "rubyslots", and "happyhugocasino") in the year 2022. 

This should not have happened according to guidelines provided by the licensing authority and EU regulations. This is a significant breach of player protection! 

Mucho vegas: € 380, April-May/2022

Ruby vegas: € 923, June/2022

Viggo slots: € 343, January/2020

Happy hugo: € 1,407, September/2022

Total: € 3,053

Das Unternehmen Mountberg BV hat massiv gegen den Spielerschutz verstoßen, da von mir am 2.7.2021 das erste Mal mit dem Casino „Viggoslots" Kontakt aufgenommen wurde, wo auf die Spielsucht hingewiesen wurde. Die erste Registrierung wurde im Casino „Viggoslots" im Jahr 2020 getätigt. 

 Ein Mail von mir bewirkte die Sperre in oben genannten Casino. 

 Im Jahr 2022 konnte sich ich mich in weiteren drei Casinos („muchovegas", „rubyslots" und „happyhugocasino") registrieren. 

Dies hätte nach Vorgaben der Lizenzbehörde und der Regulationen der EU nicht passieren dürfen. Das ist eine massive Verfehlung des Spielerschutzes! 

Mucho vegas: € 380,- 04-05/2022

Ruby vegas: € 923,- 06/2022

Viggo slots: € 343,- 1/2020

Happy hugo: € 1.407,- 09/2022

Insgesamt : € 3.053-

Dear x4wsccrkcd,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Happy Hugo Casino.

Please note we deal with players' complaints under a system of 1 complaint per 1 casino. We don't deal with complaints regarding a whole group of casinos.

Also, please let me emphasize we do not deal with complaints related to licensing regulations and policies. I understand your views, but sadly, we’re not in a position to be able to help you regarding the breaking of EU regulations. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce legal rules. 

Please let me ask you a few questions so I better understand the situation.

Could you please provide us with your request to close your account, an original self-exclusion request, or other communication where you informed the casino "Viggoslots" on July 2, 2021 about your gambling addiction?

Please include the response you received from the casino.

Have you contacted Happy Hugo Casino about your gambling problems at any point?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Where do I send the evidence? I don't want to publish them here.

Wohin sende ich die Beweise? Ich möchte sie ungern hier veröffentlichen.

So now I have inserted the email from July 2nd, 2021, there was never a response because Mountberg BV casinos generally do not respond. However, my access to Viggoslots was blocked after this email due to gambling addiction.

so nun habe ich das Email vom 2.7.2021 eingefügt, eine Antwort darauf kam nie, weil Casinos von Mountberg BV generell nicht antworten. Mein Zugang zu Viggoslots wurde jedoch nach diesem Email aufgrund von Spielsucht gesperrt.

I apologize.

You can post screenshots here, thank you for doing so, alternatively, you can send information to my email at tomas@casino.guru

I checked the responsible gambling section of the casino, and found this:

"Responsible Gaming

Viggoslots.com sees online casino games as a positive form of entertainment for adults. Most players share this opinion, but there is a small percentage that lets gambling become a too big part of their lives. If you feel that your gambling is a problem, we at Viggoslots.com can help you to gamble responsibly. We can adjust how much money you can deposit, lose according to your request. And if you request it, we can also close your account during a desired time period. Contact us and we will take necessary action that fits you the best."

Unfortunately, it’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 Happy Hugo Casino directly? Is your casino account currently blocked to you?

I'll await your reply.

I requested a self-exclusion directly from happyhugo and my account was blocked. 3 months before that I had myself blocked by other partner casinos. Especially when it comes to gambling addiction, it is very dangerous and it is also generally stipulated by the regulatory authorities that everyone is immediately informed about the gambling addiction and that no account is allowed to be created with this company anymore!

Ich habe direkt bei happyhugo einen Selbstausschluss beantragt und mein Konto wurde gesperrt. 3 Monate davor lies ich mich bei anderen Partnercasinos sperren. Gerade bei Spielsucht ist es sehr gefährlich und auch allgemein vorgesehen, nämlich von den Regulierungsbehörden, dass sofort alle über die Spielsucht informiert werden und bei diesem Unternehmen kein Account mehr erstellt werden darf!

In addition, I always wrote to the following email address: compliance@mountberg.biz

This is the email address of the company that is stored with the license icon.

Hinzu kommt, dass ich immer an folgende Mailadresse geschrieben habe: compliance@mountberg.biz

das ist die Mailadresse des Unternehmens, welche bei dem Lizenzicon hinterlegt ist.

No matter what the company Mountberg BV or the Casino Happyhugo say, it is a fact that the data is processed by Mountberg BV and therefore happyhugo already knew about the gambling addiction when registering. Player protection was massively neglected here. In addition, it is pointed out in the conditions and also in the data protection policy that the data is processed by Mountberg BV and not explicitly only by Casino happyhugo! .

egal was die Firma Mountberg BV oder das Casino Happyhugo sagen, es ist ein Fakt, dass die Daten von der Mountberg BV verarbeitet werden und daher auch happyhugo bereits bei der Registrierung von der Spielsucht wusste. Hier wurde massiv der Spielerschutz vernachlässigt. Außerdem wird in den Bedingungen und auch in der Datenschutzrichtlinie darauf hingewiesen, dass die Daten von der Mountberg BV verarbeitet werden und nicht explizit nur vom Casino happyhugo! .

After you requested self-exclusion directly in Happy Hugo Casino was your casino account blocked and were you prevented from depositing and playing further?

Do I understand correctly the amount of deposits

Happy hugo: € 1.407,- 09/2022

represents deposits you made prior to your request for self-exclusion in Happy Hugo Casino?

Have you received a response from Mountberg BV acknowledging your accounts in specific casinos should be blocked due to your gambling problems?

Are these deposits that you made at Happy Hugo Casino prior to your self-exclusion request?

yes, but the company knew about my gambling addiction since I was excluded in July 2021. Mountberg BV generally did not respond to inquiries!

Have you received a response from Mountberg BV confirming that your accounts should be blocked at certain casinos due to your gambling problems?

mountberg BV generally does not respond to emails.

handelt es sich um Einzahlungen, die Sie vor Ihrem Antrag auf Selbstausschluss im Happy Hugo Casino getätigt haben?

ja, jedoch wusste das Unternehmen schon seit meinem Ausschluss im Juli 2021 über meine Spielsucht Bescheid. Mountberg BV antwortete generell nicht auf Anfragen!

Haben Sie eine Antwort von Mountberg BV erhalten, in der bestätigt wird, dass Ihre Konten in bestimmten Casinos aufgrund Ihrer Glücksspielprobleme gesperrt werden sollten?

mountberg BV antwortet generell nicht auf Emails.

I understand you acted in order to accomplish your goal to self-exclude in these casinos by contacting the company that appears to be the owner and operator, however, if you didn't receive an acknowledgment the company acted in order to apply any block our hands are tied.

For a group of casinos licensed in Curacao, it's rarely the case that self-exclusion is applied to multiple brands at once after it is requested from the operator, and we can't penalize them if they fail to do so.

In our article regarding self-exclusion in casinos licensed in Curacao, we conclude: https://casino.guru/licensing-authorities/curacao-license

Self-Exclusion

There is no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. (...)

Since each casino has its own self-exclusion policy and casinos operated under Curacao aren't obligated to share data about the self-exclusion of accounts between brands, Happy Hugo Casino could not protect you from gambling until eventually you informed them about your gambling problems.

Please let me know if I overlooked any information, otherwise, I'll close the complaint.

But why has it been working for some time now that I am banned from all Mountberg BV casinos? This is a pure rip-off!

Above all, I always wrote to the company directly!

Warum hat das aber jetzt schon seit einiger Zeit funktioniert, dass ich aus allen Mountberg BV Casinos ausgeschlossen bin? Hier geht es um reine Abzocke!

Vor allem habe ich immer direkt auch an das Unternehmen geschrieben!

I am truly sorry you are facing these issues.

With no acknowledgment from the operator to use as leverage against the casino, we are strictly bound to the casino's terms and conditions and its responsible gambling policies, according to which the self-exclusion process doesn't include its application in associated casinos. Casinos under this license will reliably only exclude you if you contact them directly and inform them about your gambling issues. We'd like to help, but it's impossible for us at this time.

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