Grand Mondial - Refund of illegitimate gaming revenues

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

Dear gentlemen,

as you can easily see from your recordings, I played through your online platform in the period from 2018 to 2022. I am now undergoing medical inpatient treatment at the Anton Proksch Institute, Vienna. A confirmation of stay has been sent electronically yesterday.

My gaming revenues - i.e. deposits and withdrawals - clearly show that I suffer of a pathological gambling addiction, and you should have blocked or restricted me immediately after recognition due to the legal player protection regulation. Unfortunately, that did not happen.

Among other things, I consulted the Austrian Consumer Protection Association (www.meinkonsumentenschutz.at), the Chamber of Labour (www.arbeiterkammer.at) and the specialists at the Anton Proksch Institute. The unanimous opinion was that the resulting gambling losses must be reimbursed, since on the one hand - as already mentioned - I am suffering on a patological and medically diagonstic disease, and on the other hand your gambling - as you surely know - was not or is not legally legitimized according to the Austrian Law.

In this regard, I am interested in a mutually reasonable out-of-court solution, and only as a last measure would like to involve my legal advice or the representatives of consumer protection and the Chamber of Labour in the case.

With this in mind, I ask you to send me, as a first step, a complete statement of my gaming account for the period 2018 to 2022, which must be issued to me by law. I would also ask you to send a concrete proposal for reaching an amicable solution between our parties.

If you have any questions, please do not hesitate to contact me via email.

Kind regards,

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