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Casinonic – self-exclusion

Ruling

Resolved - Both the submitting complainant and Casinonic have informed us that this issue has been resolved and the player has received their funds.

Read our Casinonic Review.

Player's Complaint

I deposited a lot of money within a couple of weeks. I spoke to live chat regarding my gambling problem.

I set a deposit limit, then had asked live chat to remove deposit limit. Deposit limit was removed instantly, not 24 hours as it should of been.

I then deposited a lot more money.

Spoke to live chat with regrets to what I had done, asked for my account to be closed permanently and for me not to be able to re-open it.

I self-excluded through live chat.

A couple of weeks later they had allowed me to re-open my account and then I deposited many thousands more.

My account has now been blocked. I believe I should be entitled to a refund of all deposits to them since they allowed me to reopen my account after I said I had gambling problems.

I have sent requests to their email asking for all chat transcripts, deposits, and my self-exlusion dates.

They have not responded to any of my emails but happy to keep my money.

I believe in total I had probably deposited $8000.

Which would be 2 months pay for me...

I am not asking for all my deposits back. Just the ones after I had requested to self-exclude.

Read the casino review

5 Responses

ThePOGG
Mar 12, 2021

Hi mumofone - welcome to ThePOGG.com!

In all likelihood there is nothing we can do for you. You are playing with an operator that has a very weak license that does not place any requirement on licensees in terms of what they have to do to protect vulnerable players.

I'll contact the operator on your behalf, but the chances of a successful mediation are low.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

ThePOGG
Mar 21, 2021

Hi mumofone,

Our understanding is that the operator will be processing a refund to you shortly. We would appreciate it if you could let us know when you receive your payment.

Thanks,

ThePOGG

mumofone
Mar 21, 2021

Hi the progg, thank you for letting me know.
I still have not heard from the operator.
I will let you know if I do receive a refund.

Thank you for your help.

mumofone
Mar 26, 2021

Refund was received a few days ago.
Thank you for your help :)

ThePOGG
Mar 28, 2021

Hi mumofone,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

mumofone consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casinonic
  • Curacao eGaming
  • Dama N.V.

March 11, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.