MoiCasino - Der Versuch des Spielers, sich selbst aus dem Casino auszuschließen, wurde übersehen.

Hello, first of all I could only select Puerto rico as the country when submitting the complaint, but Germany is correct.

I permanently self-excluded myself from Moi Casino and their sister casinos/ casinos from the same fire on January 19, 2022. I never reactivated the could. I once asked to have it reopened, but then would have had to answer questions about responsible gaming, which I never did.

The casino claims I've reopened it, but that's a lie and the casino can't prove it! So I should never have played there again.

At the casinos that run under CyScuti Entertainment Limited (DMG Solutions), you are blocked across groups if you do the self-exclusion. This didn't work and so I want a refund from the casinos Yaa Casino, Lyra Casino, Quickslot Casino, Happyspins Casino, Hey Casino. I have to mention that documents were requested from me to make the refund, but the refund never came and the casino didn't bother with it at all. I suspect data theft.

Hallo, erstmal konnte ich bei der Beschwerde einreichen nur Puerto rico als Land auswählen aber richtig ist Deutschland.

Ich hab mich im Moi Casino und deren Schwestercasinos/ Casinos vom selben Brand am 19 Januar 2022 permanent selbstausgeschlossen. Ich habe die konnten nie wieder reaktiviert. Ich hatte einmal darum gebeten es wieder zu öffnen, hätte dann aber Fragen über Verantwortungsbewusstes spielen beantworten müssen, was ich nie tat.

Das Casino behauptet ich hätte es wieder eröffnet, das ist aber gelogen und das Casino kann es nicht beweisen! Somit hätte ich niemals dort wieder spielen dürfen.

Bei den Casinos die unter CyScuti Entertainment Limited (DMG Solutions)laufen, ist man Gruppenübergreifend gesperrt wenn man den Selbstauschluss macht. Dies hat nicht funktioniert und somit möchte ich eine Rückerstattung von den Casinos Yaa Casino, Lyra Casino, Quickslot Casino, Happyspins Casino, Hey Casino. Ich muss dazu erwähnen das von mir Dokumente angefordert wurden um die Rückerstattung zu machen, es kam aber nie zu einer Rückerstattung und das Casino hat sich gar nicht mehr darum gekümmert. Ich vermute Datenklau.

Dear yasin61,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I have checked the general terms and conditions, and this is what I found (here):

9. Responsible Gaming

For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets.

To use our self-exclusion option please click on this link Self-Exclusion

You acknowledge that account closure, self- exclusion and limits are set per account. Should you have accounts on more than one site owned by us, you must close the account, request self-exclusion or set limits on each account.

Self-exclusion means that your account will be closed for the specified period. Excluding yourself will affect your account with MoiCasino.com only (although if the Company determines that it is appropriate to apply the self-exclusion on other brands under the same licence, it may do so). Self-exclusions may be for a definite period or a permanent one.

In the event of closure of your account because of gambling addiction or if your account has been closed due to fraud, you acknowledge that you are not to attempt to re-open your account or open new accounts with any other websites operated by the Company. The Company will not be liable if you manage to open a new account, for such action nor for any direct or indirect consequential damages. The company shall have the right to close, at any time, a new account opened in breach of the requirement stated herein.

Any account closure is for MoiCasino.com only and it doesn’t include any other sites operated by us.

Is the abovementioned email the only one that you have sent, please? Have you ever informed the casino about your gambling issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes it is the only mail and you can see that the casino has written they have blocked the accounts (for the other casinos) and not just one account. In addition, limits in this group apply to all casinos. This means that if I am registered at Moi Casino with an email that I have at the sister sites/same license sites, this limit also applies there automatically.

As you can see, this didn't work at all and I never canceled my permanent self-exclusion either. I only asked if I could open my account again, I would have had to answer questions that rule out gambling addiction, but I didn't answer this and therefore the casino cannot rule out gambling addiction. Despite this I could lose my money at different casinos of this group. The casinos should simply admit their mistake and return the money that was wrongly taken.

They asked for my documents for a refund but after that they didn't get back to me, only after repeated inquiries where they lied, claiming that I had reopened my accounts.

Ja es ist die einzige Mail und man sieht das das Casino geschrieben hat sie haben die Konten gesperrt(für die anderen Casinos) und nicht nur ein Konto. Zudem wirken Limits bei dieser Gruppe Casinoübergreifend. Das heisst wenn ich bei Moi Casino mit einer Mail angemeldet bin die ich bei den Schwesterseiten/gleiche Lizenz Seiten habe, gilt dieses Limit dort auch automatisch.

Wie man sieht hat dies gar nicht funktioniert und zudem habe ich meinen permanenten Selbstauschluss auch nie aufgehoben. Ich habe lediglich angefragt ob ich mein Konto wieder eröffnen könnte, dazu hätte ich Fragen beantworten müssen die eine Spielsucht ausschließen, dies habe ich aber nicht beantwortet und somit kann das Casino eine Glückspielsucht nicht ausschließen. Trotzdessen konnte ich mein Geld bei verschiedenen Casinos dieser Gruppe verlieren. Die Casinos sollen einfach ihren Fehler eingestehen und das fälschlicherweise eingenommen Geld zurücküberweisen.

Meine Dokumente für eine Rückerstattung haben sie angefordert aber danach haben sie sich nicht mehr gemeldet, erst nach mehrmaliger Nachfrage wo sie gelogenerweise behaupteten ich hätte meine Konten wieder eröffnet.

I apologize, but based on the casino's general terms and conditions, it is required that each account within its group requests self-exclusion separately. Furthermore, it appears from the email correspondence provided that you did not indicate a gambling problem, which would have prompted the casino to apply permanent self-exclusion rather than simply closing your account. Please note that opening and closing a casino account has no impact on any potential refunds. To avoid any confusion, we highly recommend that players clearly state any reasons for self-exclusion, especially if it pertains to a gambling problem. By doing so, the casino must accept the request and the account will remain closed. Unfortunately, it seems that this protocol was not followed in your case. Please let me know if I have misunderstood any part of this situation. Thank you in advance.

Dear yasin61,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.