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Euromoons – Lost funds

Ruling

Found for the Casino - EuroMoon casino have provided their communications with this player. While the player does express unhappiness with their losses, at no point did they make clear to the operator that they have a gambling problem. As such there's no reason that the operator would have restricted their account. All players need to be aware that if they want to close their account due to problem gambling issues, they need to make this explicitly clear to the operator when you ask to close your account.

Read our EuroMoon Casino Review.

Player's Complaint

I started playing with Euromoon and was worried about the amount of money I was spending so emailed them to ask them to close my account and told them I was worried - they then encouraged me to stay, incentivising with cashback. I have since lost £10,000 with them.

Read the casino review

4 Responses

ThePOGG
May 30, 2016

Hi amesgeorge - welcome to ThePOGG.com!

Firstly apologies for the delayed response - I had to take last week off at short notice due to personal issues.

Are you a UK resident? If so I will inform the UKGC that this group are accepting UK players without a license.

I'm afraid to say that the licenses this group hold do not place any restrictions on what the operator can/cannot do when it comes to responsible gaming practices. As such there are no grounds for us to insist that they return your losses and the best we can do is report them to the relevant licensing authorities in the UK.

Thanks,

ThePOGG

ThePOGG
Jun 09, 2016

Hi amesgeorge,

I've informed the UKGC that EuroMoon casino are accepting UK players without a license. Hopefully they'll be able to take action to stop this happening in the future.

Other than the above there's not much we can do to help in this instance. The Curacao license that this group hold do not lay out any requirements for the protection of problem gamblers and both this group and their regulator are non-responsive to complaints at this site. Essentially this is a dead end.

Before closing this complaint I am going to try to contact the operator, but I want you to be aware of the low likelihood of success in this instance.

Thanks,

ThePOGG

ThePOGG
Jun 09, 2016

Before I contact them, can you provide the username and email address you use at Euromoon casino?

Thanks,

ThePOGG

ThePOGG
Jun 13, 2016

Hi amesgeorge,

I've managed to talk to Euromoons about this issue and they've provide me with the chat transcript for the session in question.

The problem that exists here is that you've not actually used the term "problem gambling" or anything even closely resembling it when asking to have your account closed. The closest you come is saying "I have lost too much money". This statement could easily be interpreted as you being unhappy that you haven't won more often and doesn't necessarily indicate that you feel your gambling is out of control. While I agree that the operator doesn't specifically pursue a line of questioning to reveal whether this is a problem gambling issue, even the best regulated operators are only required to put in place problem gambling policies when the PLAYER makes clear their is an issue. I can post the chat transcript if you wish to review.

All I can suggest is that you ensure in future that if you're looking to close an account you specifically tell the operator that this is a "problem gambling" issue.

Sorry we can't be of more help,

ThePOGG

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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.