Casinostars - El jugador experimenta problemas con la cuenta y el casino no responde.

The casino completely ignores responsible gambling. Does not respond to emails. Blocked in chat.

I lost quite a lot at first at Mond casino. Closed the account permanently. A few days later I found Art casino, lost pretty much everything immediately. Closed this account and filed for permanent suspension related to gambling problems.

A few more days later I discovered Casinostars. I lost 7000 in a very short time. I have never seen a casino have such a poor payout. I had to look it up on Casino Guru and discovered that it is a sister casino to Artcasino.

Contact Casinostars to inform them that it will not be possible to play in their sister casinos if you have self-excluded yourself from playing in sister casinos.

They asked me to write to their support which I did. But they do not respond to this email and they have also turned off the chat function.

Casinot struntar fullständigt i spelansvar. Svarar inte på mail. Blockerad i chatt.

Jag förlorade ganska stort först på Mond casino. Stängde kontot permanent. Några dagar senare hittade jag Art casino, förlorade tämligen allt omgående. Stängde detta konto och angav permanent avstängning relaterat till spelproblem.

Ytterligare några dagar senare upptäckt jag Casinostars. Jag förlorade 7000 på mycket kort tid. Har aldrig sett ett casino ha så dålig utdelning. Var tvungen att kolla upp det på Casino Guru och upptäcker att det är ett syster casino till Artcasino.

Kontaktar Casinostars att det ska inte vara möjligt att spela i deras syster casinon om man självexkluderad sig från spel i syster casinon.

De bad mig skriva till deras support vilket jag gjorde. Men de svarar inte på detta mail och de har också stängt av chattfunktion.

Dear jolle,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing and understand your concern. I have checked the Responsible Gambling section of CasinoStars Casino and this is what I found:

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and you will also be taken from our marketing list so you will not receive any marketing material. You can also contact our support at support@casinostars.io and let us know about your decision to stop gambling at the Casino Stars for a certain period of time or forever.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@casinostars.com in order to initiate withdrawal of remaining balance.

Please note that CasinoStars operates with a license issued by the Curaçao Gaming Control Board (GCB). So far, there is no way to exclude from all Curaçao online casinos at once, but it is stipulated that every operator must offer players the ability to exclude themselves for a minimum of 6 months.

Could you, therefore, clarify if you requested to be self-excluded from Casinostars specifically? If so, kindly forward me the account closure requests you sent to the casino, along with the casino's responses.

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

Best regards

Veronika

But now I'm not talking about all the casinos in Curacao. I'm talking about companies that you have chosen to exclude yourself from due to gambling addiction, which then allow you to start new accounts in their sister companies. That's what happened in this case. They consistently refuse to respond to emails. They confirm that they received it but do not respond.

Men nu pratar jag inte om samtliga casinon i Curacao. Jag pratar om bolag som man valt att själv exkludera sig från pga spelmissbruk som sedan tillåter att man startar nya konton i deras systerbolag. Det är det som skett i detta fall. De vägrar konsekvent att svara på mail. De bekräftar att de mottagit det men svarar inte

Blocked chat. Dont answer in any of the 7 last mail i sent this week. Is a criminal Company, noone work?

Thank you for your follow-up and for sharing additional details. I understand how frustrating this situation must be for you.

Please note that Mond Casino, ArtCasino, and CasinoStars are licensed under the Curaçao Gaming Control Board. Unfortunately, casinos operating under a Curacao license are not legally required to share self-exclusion information with their sister brands, unless this obligation is clearly stated in their terms and conditions or responsible gambling policies.

In this case, I reviewed the available terms and was unable to find any commitment from CasinoStars to extend self-exclusion across their related casinos. While some casino groups voluntarily implement shared exclusion systems, it is not a regulatory requirement in Curaçao, and this appears to be the root of the issue you experienced.

If you have any screenshots or confirmation emails regarding your account closure or self-exclusion requests sent to CasinoStars, please feel free to share them with me at veronika.f@casino.guru.

Trying to get them out but this is an unresponsive casino. Can you help me?

Försöker få ut dom men detta är ett unresponsive casino. Kan du hjälpa mig?

Is your account closed, or are you still able to access it?

It is closed but I can still access their sister sites. They do not respond to any contact at all

Det är stängt men jag kana fortfarande öppna på deras systersidor. De svarar inte på någon kontakt alls

Unresponsive casino. I have been trying to reach them for weeks but no response at all

Unresponsive casino. Jag har försökt nå dom i veckor men inget svar alls

Now after about a month they responded in exactly the same way. Soon the people responsible are supposed to respond, but they don't.

Nu efter en månad typ svarade dom på exakt samma sätt. Snart så ska ansvariga svara, men de gör inte det.

I'm also trying to report it to their license provider but they won't help me with that either.

Försöker också göra en anmälan till deras license provider men dom hjälper mig inte med det heller

Now they blocked me from chat and no answer in mail. Serveras mails i sent in a month. This is unresponsive

Thank you for your patience and for providing us with all the information regarding your situation. I understand your frustration and the challenges you are facing.

Unfortunately, casinos licensed under the Curaçao Gaming Control Board (GCB) are not required to extend self-exclusion across their sister sites, unless this is explicitly stated in their responsible gambling policies or terms and conditions. After carefully reviewing the available terms of CasinoStars and its sister casinos, I did not find any such obligation.

This means that the casino is not responsible for your ability to create accounts or play on their other brands, as they are not technically required to restrict access across their entire network of casinos.

Given this, we are unable to request further action from CasinoStars on this matter, and I must now close your complaint.

Thank you for your understanding.

Best regards

Veronika

If you are looking for stronger protection measures, I recommend using third-party blocking tools such as BetBlocker.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.