Cookie – Self exclusion failed
Resolved - Both the submitting complainant and Cookie Casino have informed us that this issue has been resolved and the player has received their funds.
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Hi the Pogg,
If you don’t mind I will copy the emails to support which have all the relevant information in it.
English is not my first language but if you want a personal message, I will do that but it will have all the information from the emails. Please tell me if you want that.
Thank you and kind regards,
Last year I set a self exclusion because of gambling problems from every brand of the license, after closing about 7 casinos I couldn’t login on the next one and the others were closed automatically.
On 4 March this year I received a email that my accounts are activated again while I received a notification when self excluding that my account will not open automatically but only after request and then a cooling down time it will re-open.
But all casinos from this brand were open for me, after a week I started to self exclude them again, and again after about half of the casinos from the license, the others were blocked automatically and couldn’t login in. After reading the terms I understand that if you self exclude for gambling problems, you will be barred from play at all online casinos under the participating license. (Screenshot from terms and conditions)
But the problem now is that I made a account at your casino, with exact the same details as all others and that shouldn’t be possible.
I was self excluded from every brand of the license since 11-03-2020 and was able to create a new account at cookiecasino.com on 19-05-2020 where I made 78 deposits in only 2 weeks time for a total of €1887,19.
Therefore I request a refund for this amount and close the account.
I shouldn’t be able to register a account with the exact same details ( email, phone number, name, address, everything.)
I was unaware that this casino was on the same license from which I am self excluded but when I wanted to close this account I saw it’s the same license.
At the moment we have closed your account for investigation. As soon as we will have any information we will contact you.
Casino Support Team
As far as we can see, you have never mentioned your addiction, but simply set a self-exclusion limit for yourself. Due to the fact that you set yourself a limit for six months, you received a notification that the account was active again. If you set a limit for yourself, then this limit is active only on the project on which you set it because you didn’t notify anyone of the addiction, you were not blocked by the platform.
Casino Support Team
I had all my accounts closed before from this license, I had closed a couple myself and then couldn’t login the next one, and all others were locked not by me.
Then on 4 March I closed them again with the self exclusion tool, when I closed the 7th account, the others were closed but not by me.
You tell me that I didn’t notify anyone about the addiction but following the new rules from the MGA a self exclusion is meant as a closure for gambling problems.
You can read this also here in this article.
And I know that the operator can choose if the exclusion only stands for the brand where the exclusion was set or carry over to other brands from the license.
The fact that it says in the terms and conditions from EUSlots which is under your license that if you self exclude (which you do when you have gambling problems, see wiki link and mga ) that you will be barred from play at all other online casinos under the participating license.
(See screenshot previous message)
And the other fact is that after self exclude from about 7 casinos myself, the others were blocked not by myself, so that worked as it should following the terms.
The only exception is that it did not work by the new cookiecasino and I was able to create a account with exact the same details as I did in every other casino from this license.
E-mail, name, birthdate, phone number, postal code, address and payment method.
So I kindly ask you to review your decision and refund the deposits made while self excluded.
If you don’t agree please let me know and I will submit a complaint at the ADR and MGA.
But I hope we can solve this together.
I will add some links from the ADR decisions about self exclusion and casinos which operate under your license.
And here you can read about self exclusion that it means that you close your account because of gambling problems
Second answer support:
Please be kindly informed once you'd specified about your addiction we closed your account right away.
Ruefully we cannot debate the refund in this particular case.
Casino Support Team
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