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Euromoon and Triomphe – Casino knew i had a gambling problem

Ruling

Found for the Casino - These two operators are white labels and and as such do not with complete certainty share ownership. Beyond this, unlike the UKGC license, the Curacao license that these operators function on does not carry the same requirements for operators sharing a license to share self-exclusion information.

This player has also shown a worrying tendency towards self-excluding with an operator then specifically looking for a second operator that lists the same ownership of license information. This is a behaviour pattern that is strongly associated with those that are trying to create no-lose situations for themselves and would be considered an abuse of reasonable self-exclusion policies.

Read our EuroMoon Casino Review.

Player's Complaint

Hi my [EDIT] name i opened an account with euromoon but self excluded with them as i have a gambling problem. As i have this problem i find it hard to control it and then was able to open an account with Triomphe . I used same name address DOB and email address . Have complained to them but to no good they say. This is email i got from them:

Hello [EDIT],

Our casino and Euromoon are not owned by the same company, we both got our license from the same company which is in the same country. I will tell you what I've said before, we are not related to Euromoon and we had no way of knowing about your gambling condition. It is your responsibility to let us know about your condition before you started playing or even before you created your account so we wouldn't have allowed you to open the account.

I am sorry but we will not be giving you a refund for the deposits you've already lost. If you have any further questions you can contact em via email.

With Kind Regards,

[EDIT]

Account Manager

Triomphe Casino

But on both sites it states thisThe Internet Site is owned and operated by Game Tech Group N.V. (reg. nr. 135144), situated at Dr. M.J. Hugenholtzweg Z/N, UTS Gebouw, Curacao, hereinafter referred to as "Game Tech Group".

The Site is operated under Master License No. 1668/JAZ, granted by the Government of Curacao.

Definitions

Can you please help me.

Regards

[EDIT]

[EDIT]

[EDIT]

[EDIT]

[EDIT]

[EDIT]

email used [EDIT]

user name [EDIT]

Read the casino review

2 Responses

ThePOGG
Jan 17, 2016

Hi joel1212 - welcome to ThePOGG.com!

Unfortunately there's not a lot we can do in this instance.

Firstly, you've played with a group that are no longer responsive to player complaints from this site and they are licensed in a jurisdiction that are also non-responsive to player complaints.

Secondly - simply because two casinos list that they are "owned" by a particular company at the bottom of the site doesn't actually mean that the owners are the same. White labels are casinos that buy in software and a license from a central group. So Casino A and Casino B may both buy in their services from white label provider C, both will have to list that they're "owned" by white label C, but they will in fact have different owners. I understand that this particular point may seem counter intuitive, but it's the unfortunate truth.

Thirdly, the Curacao license these properties operate under - as far as I'm aware - place no requirement for operators sharing a license to inform each other of problem gambling exclusions.

Finally, I these two properties are far from household names. That you've ended up playing with two fairly small casinos both sourcing in their infrastructure from the same group seems unlikely to have happened by accident. Out of thousands of online casino operators, less than 10 would carry this ownership information. At that point there is responsibility at your end as well. If you've chosen to go back to a group that you know you've self excluded at and sign-up another account, you're putting the operator in a no-win situation where you'd want paid if you won and you want your losses back if you lost. I sympathise with your problem, but responsibility has to go both ways.

All in all you've got the perfect storm of 'nothing we can do to help' here. Sorry!

ThePOGG

ThePOGG
Jan 17, 2016

Hi joel1212 - welcome to ThePOGG.com!

Unfortunately there's not a lot we can do in this instance.

Firstly, you've played with a group that are no longer responsive to player complaints from this site and they are licensed in a jurisdiction that are also non-responsive to player complaints.

Secondly - simply because two casinos list that they are "owned" by a particular company at the bottom of the site doesn't actually mean that the owners are the same. White labels are casinos that buy in software and a license from a central group. So Casino A and Casino B may both buy in their services from white label provider C, both will have to list that they're "owned" by white label C, but they will in fact have different owners. I understand that this particular point may seem counter intuitive, but it's the unfortunate truth.

Thirdly, the Curacao license these properties operate under - as far as I'm aware - place no requirement for operators sharing a license to inform each other of problem gambling exclusions.

Finally, these two properties are far from household names. That you've ended up playing with two fairly small casinos both sourcing in their infrastructure from the same group seems unlikely to have happened by accident. Out of thousands of online casino operators, less than 10 would carry this ownership information. At that point there is responsibility at your end as well. If you've chosen to go back to a group that you know you've self excluded at and sign-up another account, you're putting the operator in a no-win situation where you'd want paid if you won and you want your losses back if you lost. I sympathise with your problem, but responsibility has to go both ways.

All in all you've got the perfect storm of 'nothing we can do to help' here. Sorry!

ThePOGG

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