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

This casino enabled me to re-register with completely the same master data, despite the entry in the Oasis player file. My account is not blocked either, although, as I said, I am in a lock file that the provider must adhere to. There is a € 1000 limit of deposits that the provider adheres to. I have now lost exactly this € 1000 and am constantly being triggered to continue to deposit somehow. The provider apparently does not respect gambling addiction! I will report to the Oasis authorities, but still ask for my deposited € 1000 back. Player protection doesn't seem to be very important to the provider. I definitely don't want my e-mail address to be published here!

Dieses Casino hat mir, trotz Eintragung in die Oasis Spielerdatei, eine erneute Anmeldung mit komplett gleichen Stammdaten ermöglicht. Mein Konto sperrt man auch nicht, obwohl ich wie gesagt in einer Sperrdatei stehe, an die sich der Anbieter halten muss. Es besteht ein 1000€ Limit an Einzahlungen, an das sich der Anbieter hält. Genau diese 1000€ habe ich nun verloren und werde permanent getriggert, dass ich irgendwie weiter einzahle. Spielsucht respektiert der Anbieter scheinbar nicht! Ich werde mich an die Behörde der Oasis melden, verlange aber trotzdem meine eingezahlten 1000€ zurück. Spielerschutz scheint dem Anbieter nicht sehr wichtig zu sein. Ich will auf keinen Fall, dass meine e-mail Adresse hier veröffentlicht wird!

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found

https://regalscasino.com/en/responsible-gaming:

„RESPONSIBLE GAMING

We at RegalsCasino believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at RegalsCasino, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@regalscasino.com and ask to terminate your RegalsCasino account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous, GamCare, Gambling Therapy"

Is this support@regalscasino.com the email address that you have sent your email to?

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

Thank you very much, Stefan, for the forwarded email. Could you please advise when and how did you self-exclude from this casino in the past?

I have no idea - probably a long time ago. When I want to log into the old account, the message appears: Closed due to gambling addiction

Keine Ahnung - vermutlich länger her. Wenn ich mich im alten Account einloggen will erscheint die Meldung: Geschlossen wegen Spielsucht

The following fact is interesting. I signed up today at allreels Casino from the same provider and won € 2,400. I wasn't registered here before. I do not get these winnings now because gambling addicts who have created an account on a partner site such as burningbet or Regals Casino are not allowed to make winnings. They do not reimburse losses, but neither do they pay out profits. Clear fraud in my eyes. Do I have to open a separate case for each of these casinos? All the same provider. Brash is hardly possible. For allreels, I just opened the case with screenshots

Interessant ist folgender Fakt. Ich habe mich heute bei allreels Casino des gleichen Anbieters angemeldet und 2.400€ gewonnen. Hier war ich vorher noch gar nicht registriert. Diese Gewinne erhalte ich nun nicht, da Spielsüchtige, die ein Konto auf einer Partnerseite wie burningbet oder Regals Casino erstellt haben, keine Gewinne erzielen dürfen. Die Verluste erstatten sie nicht, Gewinne zahlen sie aber auch nicht aus. In meinen Augen klarer Betrug. Muss ich für jedes dieser Casinos einen eigenen Fall aufmachen? Alles der gleiche Anbieter. Dreister geht es wohl kaum. Zu allreels habe ich eben den Fall mit Screenshots geöffnet

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time without supporting evidence that you have requested a self-exclusion in the past.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Amazing. Not even the provider doubts that my account is closed due to gambling addiction. I am not receiving winnings from a sister casino because I am blocked on a partner site. You can always lose. As you can see in the screenshots, I wanted to close my account, which has not yet been done! I can still log in. Search is so important to the provider

Erstaunlich. Nicht einmal der Anbieter selbst zweifelt daran, dass mein Konto wegen Spielsucht geschlossen ist. Ich erhalte Gewinne eines Schwestercasinos nicht, da ich auf einer Partnerseite gesperrt bin. Verlieren darf man immer. Wie sie in den Screenshots sehen habe ich mein Konto schließen wollen, was bis heute nicht durchgeführt wurde! Ich kann mich immer noch einloggen. So wichtig ist dem Anbieter also sucht

If you wish to permanently self-exclude yourself, I would recommend sending an email including all the relevant information to support@regalscasino.com.  In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Please keep me informed.

I've already done that. I have already forwarded this e-mail to you by e-mail.

I forwarded the email again. The provider still does not close my account. But with the provider allreels, which belongs to the group, you close my account because I am addicted to gambling with burningbet, which also belongs to it. Just so you don't have to pay the winnings. And here at Regals, despite email, they leave it open to earn even more money. The group does not act fairly and rigorously

Das habe ich doch bereits gemacht. Genau diese E-Mail habe ich ihnen bereits per E-Mail weitergeleitet.

Email habe ich noch einmal weitergeleitet. Der Anbieter schliesst trotzdem nicht mein Konto. Aber beim Anbieter allreels, der zum Konzern gehört, schliesst man mein Konto weil ich bei burningbet, die ebenfalls dazu gehören Spielsüchtig bin. Nur damit man die Gewinne nicht zahlen muss. Und hier bei Regals lässt man es trotz Email offen um noch mehr Geld zu verdienen. Der Konzern handelt nicht fair und Stringent

I received the email that you have sent, as a reply to a bonus offer, on 11/09/2021. Please understand that if you don't mark the subject of your email correctly it's going to take more time for the relevant department to identify it and apply the self-exclusion correctly.

Could you please advise if you have deposited any funds into your casino account after the September 11th?

I sent a screenshot. The account is still open. This casino allows deposits, but withdrawals will not be processed if you win after reporting your searches. See my complaint about allreels. It's really sobering what greedy providers there are

Screenshot habe ich gesendet. Das Konto ist noch immer offen. Dieses Casino erlaubt Einzahlungen, Auszahlungen werden aber nicht durchgeführt, falls man gewinnt, nachdem man seine sucht gemeldet hat. Siehe meine Beschwerde zu allreels. Es ist echt ernüchternd was für gierige Anbieter es gibt

Can you please remove the screenshot with my personal data as soon as possible? Incredible

Können sie bitte schnellstens den Screenshot mit meinen persönlichen Daten entfernen. Unglaublich

I can remove it if you wish, however, it is marked as sensitive hence not visible.

It is only now marked as sensitive. Thanks. I don't want it to be visible in real names

Es ist erst jetzt als sensibel markiert. Danke. Ich möchte nicht, dass es mit Klarnamen sichtbar ist

I have removed it.

Thank you, I sent the history of the casino

Danke, Historie des Casinos habe ich gesendet

Do I understand correctly that you have sent an email to the casino informing them about your gambling addiction on September 11th (17:23) but those three deposits of €200 each have been placed earlier that day (11:30, 11:34, and 12:23)?

Unfortunately, due to my addiction, I completely lost track of exactly how much I lost there. The provider deliberately does not close the account on purpose!

I am now sending two current screenshots of today's losses. The casino's promotional emails also hit new highs as I lose more and more.

The regalscasino, all reels, dozenspins and stalario as well as burningbet all belong to altacore reveals every simple Google search. I'm banned from all casinos. Only Regals refuses and allreels just doesn't pay out winnings. It couldn't be more brazen. Today I lost € 400 alone.

They are now also starting to call me and text me. They know very well that I will continue to deposit. And then, as with allreels, possible winnings will not be paid out because I am blocked in the sister casino. But apparently you benefit well from the losses, because you haven't really helped so far

Leider habe ich durch meine Sucht völlig den Überblick verloren, wie viel genau ich dort verloren habe. Der Anbieter schliesst schon ganz bewusst das Konto mit Absicht nicht!

Zwei aktuelle Screenshot der heutigen Verluste sende ich nun. Die Werbemails des Casinos erreichen auch neue Höchststände, da ich mehr und mehr verliere.

Das regalscasino, all reels, dozenspins und stalario sowie burningbet alle zu altacore gehören verrät jede einfachste Google Suche. Bei allen Casinos bin ich gesperrt. Nur Regals weigert sich und allreels zahlt Gewinne einfach nicht aus. Es geht kaum dreister. Heute habe ich alleine 400€ verloren.

Die fangen jetzt auch noch an mich anzurufen und SMS zu schreiben. Die wissen genau, dass ich weiter einzahlen werde. Und werden dann wie bei allreels mögliche Gewinne nicht auszahlen, weil ich im Schwestercasino gesperrt bin. Aber scheinbar profitiert ihr von den Verlusten gut mit, denn ihr helft ja nicht wirklich bislang

Please wait a moment. I placed three withdrawals. Now we can see whether the provider is reputable or whether he cancels the winnings here too, just because I suddenly want to pay out.

Bitte warten sie erst einmal. Ich habe drei Auszahlungen platziert. Nun sehen wir, ob der Anbieter seriös ist oder auch hier die Gewinne storniert, nur weil ich plötzlich auch Mal auszahlen will.

The provider is delaying the payment and is now sending me a lot of advertising. I wrote another email that I finally want to close my account. I want the provider to reimburse me for the stakes since the deliberately disregarded email.

Die Auszahlung verschleppt der Anbieter und sendet mir nun besonders viel Werbung. Ich habe noch einmal eine E-Mail geschrieben, dass ich endlich mein Konto schließen will. Ich will, dass der Anbieter mir die Einsätze seit der absichtlich nicht beachteten Email erstattet.

Since the provider obviously knows my addiction and problems, and I have tried to close the account several times by email, I have now lost the last of my money. In the one week that the casino refuses to close my account, I lost another € 1000. It would be really good if you contacted these nasty vultures once so that my deposits are refunded from the time of the first email.

The advertising emails almost explode because the provider knew that I only need enough incentive to lose everything.

Da der Anbieter meine Sucht und Probleme offensichtlich kennt, und ich mehrfach per Email versucht habe, das Konto zu schließen, habe ich nun auch das letzte Geld verloren. In der einen Woche, die sich das Casino nun weigert mein Konto zu schließen, habe ich weitere 1000€ verloren. Es wäre wirklich gut, wenn ihr diese fiesen Geier einmal kontaktiert, damit meine Einzahlungen ab dem Zeitpunkt der ersten Mail erstattet werden.

Die Werbemails explodieren nahezu, weil der Anbieter wohl wusste, dass ich nur genug Anreiz benötige, um alles zu verlieren.

Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Stefan,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Regals Casino to the conversation to participate in the resolution of this complaint.

The casino is aware of the problem that my account has remained open for over a week. The email with the request for exclusion, which was ignored for over a week, is available to Casinoguru. Please warn other players about the machinations of regalscasino. Fortunately, every possible new customer can read here how brazen the casino is.

Das Casino ist sich der Problematik bewusst, dass gezielt über eine Woche mein Konto offen geblieben ist. Die über eine Woche ignorierte Mail mit der Anfrage zum Ausschluss liegt Casinoguru vor. Bitte warnen sie andere Spieler vor den Machenschaften von regalscasino. Zum Glück kann jeder mögliche Neukunde hier nachlesen, wie dreist das Casino ist.

Dear Stefan,

This player registered with us on 2021-09-11.

They were able to register because they were not previously registered with us and was not excluded for any reason from our brand or partner sites. 

On 2021-09-11, we received an email from the player that we have to return him all their deposits because they had a gaming addiction, which had not previously been mentioned anywhere on our website or in chat with technical support. 

We take gambling addictions seriously, for which is the reason why we have a process in place. This means that we close a player’s account with immediate effect after they request it via e-mail.

In their email to us, the player did not request or even indicate that they wanted to close their account and a check of their account by our Fraud and Risk Department began. 

On 2021-09-19 the player sent a new email, following our process, requesting to close their account. 

According to the Terms and Conditions of the brand:

7.4.You can delete your account only if you do not have funds in the balance and/or there aren't any withdrawal requests in the course of processing.

The player had an active withdrawal request which made the immediate closure of their account impossible at that moment. The player was notified by email about this action. Their request would be fulfilled after the withdrawal would have been settled. 

As soon as the player canceled the withdrawal request, they used the funds and there was no balance left in their account, it was immediately blocked and the player was notified of the account closure. 

From our side, everything was done by regulations and T&Cs of the brand.

After an analysis of the player's playing behaviour, it is obvious they are trying to refund their deposits after losing and referring to gaming addiction as a way out of it. 

Also, when registering, the player agrees to the rules of the website, which clearly states:

2.6. By creating your account, you guarantee the following:

● You understand and accept the existing risks of losing your money by using the services of the Website;

● You are at least 18 years old. If you are under 18, please close our Website;

● You are not banned from gambling;

In this case, the player is trying to justify their actions by referring to gambling addiction while making deposits, playing with their balance and then trying every possible way to get refunded for their loss. Although we take gambling addiction very seriously and do our very best to protect players, we consider this case as a sign of fraud. According to the T&Cs of the brand, the player's account is closed and they are no longer allowed to play.

Terrible casino. Casinoguru has received the mail from the self-committee after I paid another € 1000. You deliberately didn't close my account for over a week. Casinoguru noticed that too. Also curious that I supposedly did not have a previous account here. Although the account was also closed due to gambling addiction. You bend everything as you need it for your profit. All you need is a new email address and you can log in with exactly the same data. Even if you have gambling addiction in a file

The fact is that you haven't answered my request for over a week and I have happily continued to deposit. Only after the second email did you finally react. Casinoguru has received all of the e-mails. If you do not reimburse the stakes after your account has been closed, Casinoguru will lower your rating. To be honest, that's even more important to me because other players need to be warned about your machinations.

You definitely haven't tried everything to protect the player. Casinoguru will undoubtedly rate it that way.

Ein schreckliches Casino. Casinoguru liegt die Mail des Selbstausschuss vor, nachdem ich noch 1000€ eingezahlt habe. Ihr habt absichtlich über eine Woche mein Konto nicht geschlossen. Casinoguru ist das auch aufgefallen. Kurios auch, dass ich hier angeblich kein vorheriges Konto hatte. Obwohl das Konto auch wegen Spielsucht geschlossen wurde. Ihr biegt euch alles so zurecht, wie ihr es für euren Profit braucht. Man benötigt nur eine neue E-Mail Adresse und kann sich mit den exakt gleichen Daten anmelden. Sogar wenn man in einer Datei für Spielsucht steht

Fakt ist, dass ihr meine Anfrage über eine Woche nicht beantwortet habt und ich munter weiter eingezahlt habe. Erst nach der zweiten Mail habt ihr endlich reagiert. Alle E-Mails dazu liegen Casinoguru vor. Erstattet ihr die Einsätze nach beantragter Kontenschließung nicht, wird Casinoguru eure Bewertung senken. Das ist mir ehrlich gesagt noch wichtiger, da andere Spieler vor euren Machenschaften gewarnt werden müssen.

Ihr habt definitiv nicht alles versucht, um den Spieler zu schützen. Das wird Casinoguru zweifelsfrei auch so bewerten.

Hi all,

Thanks for your replies. Let me put the whole situation into perspective.

1. 11.9.2021 Stefan made three deposits of €200 each at 11:30, 11:34 and 12:23
2. 11.9.2021 at 17:23 Stefan informed you about his gambling addiction
3. 17.9.2021 he was able to make another 2 deposits of €200 each

This would mean that he was allowed to make 2 deposits when the casino was already aware of the fact that he was addicted to gambling.

The other issue is, if the player filled the same personal information in the registration form (except for the email address) as before, why was he even allowed to make a deposit?

I made 6 deposits of € 200 each after the casino ignored my request for several days so that I could just keep depositing. I can also prove this with my bank statement. Regals already knew that it was worth keeping my account open. Although gambling addiction is supposedly taken so seriously ...

Ich habe 6 Einzahlungen a 200€ getätigt, nachdem das Casino mehrere Tage meine Anfrage ignoriert hat, damit ich bloß weiter einzahle. Das kann ich anhand meines Kontoauszugs auch belegen. Regals wusste schon, dass es sich lohnt mein Konto offen zu lassen. Obwohl man Spielsucht angeblich so ernst nimmt...

Incidentally, I also have screenshots that show that the casino has blocked every attempted withdrawal from me. The requested amount has always exceeded the allowed amount. Even after a number of times I've wagered the amount. It is more than obvious from my point of view that this casino has deliberately taken advantage of my addiction. The fact also shows that suddenly there is no longer an answer because you have to reimburse something so that the rating does not slide into the basement.

Ich habe übrigens auch noch Screenshots die zeigen, dass das Casino jede versuchte Auszahlung von mir geblockt hat. Der angeforderte Betrag hat immer den erlaubten Betrag überstiegen. Auch nach etlichen Malen, den ich den Betrag umgesetzt habe. Es ist aus meiner Sicht mehr als offensichtlich, dass dieses Casino meine Sucht absichtlich ausgenutzt hat. Zeigt ja auch der Fakt, dass plötzlich nicht mehr geantwortet wird, da man etwas erstatten muss, damit die Bewertung nicht in den Keller rutscht.

So much for the seriousness of the casino - the casino doesn't seem to answer or refund anything despite your request. Please warn other players about the casino, which obviously doesn't care about gambling addiction. To ignore my desire to close my account for addiction for more than a week is quite significant. And if you have no arguments and are supposed to repay the money, then you just keep silent. At least the rating, which will soon be adjusted downwards, will warn other players before registering.

So viel zum Thema Seriosität des Casinos - das Casino antwortet und erstattet trotz eurer Aufforderung scheinbar nichts. Bitte warnt andere Spieler vor dem Casino, dem Spielsucht offensichtlich völlig egal ist. Über eine Woche gezielt meinen Wunsch das Konto wegen Sucht zu schließen zu ignorieren, ist schon erheblich. Und wenn man keine Argumente hat und die Gelder zurückzahlen soll, dann schweigt man einfach. Wenigstens werden durch die bald nach unten angepasste Bewertung andere Spieler vor einer Registrierung gewarnt.

We would like to ask Regals Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

I have seldom looked forward to the lowering of a rating so that if possible nobody registers there. You can and really only have to warn against the provider. Thanks @casinoguru for your work!

Selten habe ich mich so auf die Absenkung einer Bewertung gefreut, so dass sich möglichst niemand mehr dort anmeldet. Vor dem Anbieter kann und muss man wirklich nur warnen. Danke @casinoguru für eure Arbeit!

You reject a parallel complaint in which Casino allreels has obviously falsified receipts. Here and in this case you can see how criminal this casino is. None of the group’s casinos pay any attention to gambling addiction. One is only after profit. Otherwise, as this case is more than clear, the casino would have refunded the amounts long ago. It's a shame that affiliate income is more important to you than a real defense of the interests of your users.

Ihr lehnt eine parallele Beschwerde, in der das Casino allreels offensichtlich Belege gefälscht hat, ab. Hier und in diesem Fall seht ihr, wie kriminell dieses Casino ist. Alle Casinos der Gruppe legen keinerlei Wert auf die Beachtung von Spielsucht. Man ist nur auf Profit aus. Ansonsten hätte das Casino, da dieser Fall hier mehr als klar ist, längst die Beträge erstattet. Schade, dass affiliate Einnahmen für euch mehr zählen als eine wirkliche Verteidigung der Interessen eurer Nutzer.

Please warn other players urgently about the entire Altacore nV it is probably really obvious that the provider is deliberately not doing anything about addiction. Only greed seems to matter. Otherwise the provider would have continued to answer a long time ago, showed some conscience and refunded the money. Fortunately, everyone reads this and hopefully never signs up! Please think drastically after completing the evaluation.

Bitte warnt andere Spieler dringend vor der gesamten Altacore n.V. es ist wohl wirklich offensichtlich, dass der Anbieter absichtlich nichts gegen Sucht unternimmt. Nur die Gier zählt scheinbar. Ansonsten hätte der Anbieter längst weiter geantwortet und etwas Gewissen gezeigt und das Geld erstattet. Zum Glück liest das jeder und meldet sich hoffentlich nie an! Bitte denkt nach Abschluss die Bewertung drastisch.

The casino stopped responding as expected. From my experience, all altacore nv casinos are so greedy. My account was purposely not closed for over a week. Meanwhile, I deposited € 1,200 and the provider deliberately took advantage of my addiction. The provider is aware of this and does not respond as there is no way to falsify these true statements. Warn other players never to register here! The provider will already notice that fewer new users are registering due to the devaluation that will soon take place. Not worth it to earn € 1,200

Das Casino antwortet wie erwartet nicht mehr. Aus meiner Erfahrung sind alle altacore n.v. Casinos so gierig. Es wurde über eine Woche absichtlich nicht mein Konto geschlossen. Ich habe währenddessen 1.200€ eingezahlt und der Anbieter hat bewusst meine Sucht ausgenutzt. Dessen ist sich der Anbieter bewusst und antwortet nicht, da es keine Möglichkeit gibt, diese wahren Aussagen zu fälschen. Warnt andere Spieler, sich hier niemals zu registrieren! Der Anbieter wird schon merken, dass sich durch die bald erfolgte Abwertung von euch weniger neue Nutzer registrieren. Lohnt sich nicht 1.200€ zu ergeiern

Hi Stefan,

I’m afraid, there is not much that can be done without cooperation from the casino. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter