BacanaPlay Casino DE - Giocatore con autoesclusione che riscontra un ritardo nel ritiro.

Despite an OASIS self-exclusion in place, I was able to register without a hitch on bacanaplay. I deposited 100€ and initially had no issues playing. However, when I still had 32.56€ remaining, I suddenly received a message stating: Your account has been blocked due to a self-exclusion activated through OASIS.

It's accurate that I had activated a self-exclusion via OASIS. The notification from bacanaplay came too late. Via email, I told them I wanted the 100€ I had deposited returned, as they had allowed my registration and deposit without any issues. As requested by the casino, I provided proof of my OASIS self-exclusion. I've received no response since 11th April 2024.

Trotz OASIS Selbstsperre konnte ich mich problemlos bei bacanaplay registrieren. Ich zahlte 100€ ein und konnte zuerst problemlos spielen. Als ich noch 32,56€ übrig hatte,kam plötzlich die Meldung: Ihr Konto ist aufgrund eines über OASIS aktivierten Selbstausschlusses gesperrt.

Es ist richtig,dass ich mich über OASIS sperren lassen habe. Die Meldung von bacanaplay kam zu spät. Ich teilte per Email,dass ich die 100€ die ich eingezahlt hatte,wieder haben möchte,da die meine Registrierung und Einzahlung problemlos zugelassen haben. Auf Wunsch des Casinos,habe ich die Nachweise für OASIS Selbstsperre gesendet. Seit dem 11.4.24 keine Rückmeldung.

Dear Synaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you personally inform the casino about your gambling problem before depositing?
• Did the casino agree with the refund?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

When I registered and made the deposit, I didn't know at first that this casino was also available under OASIS. The message only came later, after I still had about €32 left. In the picture you can see that I only received one email. I was asked for the OASIS self-exclusion documents. I successfully sent these to the casino. Since then, no response.

Als ich mich registrierte und die Einzahlung getätigt habe,wusste ich zuerst nicht,dass diese Casino auch unter OASIS verfügbar ist. Die Meldung kam erst später nachdem ich noch knapp 32€ übrig hatte. Auf dem Bild,sieht man,dass ich nur eine Email erhalten habe.Man verlangte von mir die OASIS Selbstsperre Dokumente.Dies habe ich auch erfolgreich an das Casino gesendet.Seitdem keine Rückmeldung.

Thank you for your reply, Synaro. Have you tried contacting the OASIS regarding this issue?

Yes, I wrote today.

Ja habe ich heute geschrieben.

Have you received any reply? Could you please forward me the communication? My email address is kristina.s@casino.guru. Alternatively, you can post it here

hello unfortunately no answer yet

hallo leider noch keine antwort erhalten

Dear Synaro,

Since OASIS is a third-party organization, we have no authority to enforce their decision on the casino and OASIS is the only one who can do that. In this case I am afraid that your only option is to wait for OASIS to reply and help you. I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case and leverage our position as mediator.

If OASIS can't help, I recommend contacting the casino's regulator.

You can find the contact to the regulator and more information here: https://casinoguru-en.com/licensing-authorities/germany-license

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.