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Casoola - Gambling with active restriction

Ruling

Found for the Casino - This player had played down their balance prior to requesting a self-exclusion. We cannot recover funds lost before this request.

Read our Casoola Casino Review.

Player's Complaint

Dear Sir/Madam,

I registered an account at the Casoola casino in the beginning of May. I verified my account and provided documents on the same day. I transfered some money to my account and gambled. All was well until I asked (on my own initiative) from Casoola VIP service if it's not a problem for them that I have active gambling restriction set on me in Estonia (Casoola is providing their services in Estonia, among other countries). First, they asked me to provide extra documents (which I did), then they closed my account without a warning and without an option of re-opening it. Now, I haven't been able to log in ("Your account is currently blocked because you have requested to self-exclude. For more details please contact customer support For further assistance, contact Customer Support via Live Chat) since 26th of May, and I am not able to transfer the money back from Casoola to my account. Although Casoola state in their automatic message when I try to log in that I have asked for self-exclusion, I have NOT.

After they restricted my access to my account, I asked if they could then transfer the money back to me. To this, they have not replied anymore. I sent an e-mail to Casoola ([email protected]) about it on 26th of May 2020. They received my e-mail and asked what funds I mean. I replied the same day (26.05.2020) and after that I haven't been able to get any information from them. I sent a reminder on the next day, on 29th of May and on 1st of June. No answer.

The sum is 7900€.

May I ask for your help?

Read the casino review

7 Responses

User icon
ThePOGG
June 14, 2020

Hi eestimees - welcome to ThePOGG.com!

Where does the sum of €7900 come from? Was this an active balance? Is this funds you have lost?

Thanks,

ThePOGG

User icon
eestimees
June 15, 2020

The whole sum that I have transfered to Casoola, is 7900€. Most of it I lost while gambling. As I have no access to my account anymore, I am not able to see the balance.

User icon
ThePOGG
June 16, 2020

Hi eestimees,

We need to be clear regarding what we can/cannot do for you in this case.

If you have informed the operator that you are self-excluded elsewhere, the operator are within their right to proactively close your account. We will not argue for your account to be reopened.

If you have gambled and lost funds prior to this, the operator having closed your account would not be sound grounds for refund of losses. The operator acted at the point where they became aware of your issue.

We can enquire about the return of any active balance.

Thanks,

ThePOGG

User icon
eestimees
June 16, 2020

Thank you!

I have been excluded in Estonia and this applies to all casinos operating in Estonia - both online and offline.

Returning active balance would be definitely appreciated but according to this (https://www.emta.ee/eng/business-client/excise-duties-assets-gambling/access-list-persons-restrictions-gambling), every casino operating in Estonia has to make sure that they check the data of every customer before letting them gamble in the Estonian HAMPI list.

So, considering this, I think that the casino should transfer back all money I have transfered to them.

Thank you!

User icon
ThePOGG
June 19, 2020

Hi eestimees,

Your national self-exclusion program would only impact the short list of operators that hold Estonian licenses - https://www.emta.ee/eng/private-client/land-vehicle-forest-gambling/operators-who-have-gambling-licence-estonia - any other operator is not subject to this program.

So I need to ask again - did you have an active balance?

Thanks,

ThePOGG

User icon
eestimees
June 19, 2020

Thank you!

I had active balance but I am not sure about the amount.

User icon
ThePOGG
July 10, 2020

Hi eestimees,

I've reviewed your play and transaction history with Casoola. You made your last deposit at 10:49:25AM on the 21/05 and played this down to a balance of 0.55 at 11:11:36AM. You were then excluded after 13:48 as you informed the operator that you had an active self-exclusion under your local licensing system.

As there was no balance at the point that the exclusion was applied, there is nothing to be refunded.

ThePOGG

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Agreement

eestimees 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:

  • Casoola
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

June 14, 2020

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