Playfina Casino - El casino no reconoció la autoexclusión del jugador.

Hello,

I was able to register at this casino despite being on the OASIS ban list and unfortunately lost €700.

I realize that I lost the money, but that's precisely what OASIS should prevent from happening.

I was unable to register or deposit money with other providers, yet I could do so here.

It's quite frustrating since I was doing so well and had not touched that money. Regrettably, I was triggered by the casino or let myself be tempted.

I am trying to resolve this through Casino Guru first, otherwise, I'll likely have to consult a lawyer.

I'll say it again, I understand I lost money, but that is exactly why I put myself on the list, to prevent this from happening.

Hallo,

ich konnte mich trotz OASIS Sperre bei diesem Casino anmelden und habe leider 700€ verloren.

Mir ist bewusst, dass ich das Geld verloren habe aber genau dafür sollte OASIS doch da sein, damit das nicht passiert.

bei anderen Anbietern konnte ich mich nicht anmelden bzw. kein Geld einzahlen, hier jedoch schon.

Es ist sehr ärgerlich, da ich so gut dabei war und das nicht angerührt habe. Leider wurde ich getriggert von dem Casino bzw. habe mich verleiten lassen.

ich versuche es zuerst über Casino Guru, ansonsten werden ich wahrscheinlich mit einem Anwalt sprechen müssen.

ich sag's nochmal, mir ist bewusst dass ich Geld verloren habe, jedoch habe ich mich eben deshalb auf die Liste setzen lassen, damit das eben nicht passiert.

Dear DonkeyKong92,

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

After checking the website, we have to conclude the casino is licensed under Curacao Antillephone.

I’m sure that you are aware of the geolocation of OASIS operation:

"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."

Since you have chosen a casino with a Curaçao license, you are not protected by Oasis registration.

• Have you informed the casino about your gambling problem 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

Hi Tomas,

After I lost the money and was back on the ground, I told the casino to close my account because I was on the OASIS list and why could it even be that I was able to register.

In their response, they didn't comment on it and didn't close my account for the time being.

Only after I informed the casino again (3 emails) that I was on the list and would like a refund did they delete my account and not take any further action.

They just wished me luck and added a few pages as links.

In fact, I didn't know that there were special licenses where the OASIS applies.

This is even more annoying.

From this moment on I don't know how I can do it.

Thanks for the quick reply!

Hi Tomas,

ich habe dem Casino mitgeteilt nachdem ich das Geld verloren habe und wieder auf dem Boden der Tatsachen war, mein Konto zu schließen, da ich mich eben in der OASIS Liste befinde und wieso das überhaupt sein kann, dass ich mich registrieren konnte.

In deren Antwort nahm man keine Stellung dazu und schloss mein Konto vorerst nicht.

Erst nachdem ich dem Casino erneut mitgeteilt habe (3 Mails) dass ich mich auf der Liste befinde und eine Rückerstattung haben möchte, hat man mein Konto gelöscht und ist nicht weiter darauf eingegangen.

Man hat mir lediglich Glück gewünscht und ein paar Seiten als Link eingefügt.

Tatsächlich wusste ich nicht, dass es besondere Lizenzen gibt, wo die OASIS greift.

Das ist umso mehr ärgerlich.

Ich weiß dann ab diesem Moment nicht, wie ich das hinbekommen kann.

Danke für die schnelle Antwort!

Thanks for your reply.

There are many licenses a casino can have.

Each licensed casino should have the option for you to self-exclude in the casino due to gambling problems. Casinos that are not part of the OASIS scheme will need to be informed by you specifically about your issues and self-exclusion due to gambling problems should be requested from you.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gmabling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the casino (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear DonkeyKong92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.