Casino JEFE - Samoisključenje igrača je zanemareno.

I have made a separate request to close my Game Account on August 11, 2021. KalevaKasino due to a gambling problem. Since then, however, I have been able to play on the website of CasinoJEFE, which operates under the same license. The documents show that between 20 August 2021 and 18 March 2022 I have deposited a total of EUR 6485 with that casino.

Olen tehnyt erillisen pyynnön sulkea pelitilini 11.08.2021. KalevaKasinolle peliongelman takia. Tämän jälkeen olen kuitenkin voinut vielä pelata saman lisenssin alla toimivan CasinoJEFEn sivuilla. Tositteista näkyy, että olen 20.8.2021-18.3.2022 välisenä aikana tallettanut kyseiselle kasinolle yhteensä 6485 e. Eikö käytännössä kuitenkin myös tämän tilin olisi pitänyt sulkeutua automaattisesti, kun olen erillisen pyynnön tehnyt, että pelitilini suljettaisiin tällä sisarkasinolla.

Dear Marita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino JEFE.

Allow me to ask you a few more question before we would move forward.

Do you have any confirmation from KalevaKasino that you were self excluded? Can you forward the e-mail in which you requested the account closure in KalevaKasino. Since when are you verified in Casino JEFE?

Looking forward to hearing from you.

Best regards,

Nick

Dear Marita,

Do I understand it correctly that your Casino JEFE account was created before you self-excluded yourself in Kalevas casino? Why didn't you contact Casino JEFE first with this issue?

At that moment, I didn’t personally notice putting a message to CasinoJEFE. Since then, gambling addiction has taken over again and I have continued to gamble.

En siinä kyseisessä hetkessä ole itse huomannut laittaa viestiä CasinoJEFElle. Tämän jälkeen peliriippuvuus on taas ottanut vallan ja olen pelaamista jatkanut.

Dear Marita,

As the casino can, but is not mandatory for them to block the players from sister casinos, all I can recommend for now is to contact directly the license of the casino. You can submit your complaint here: https://www.mga.org.mt/support/online-gaming-support/

We will be now forced to close the complaint as unresolved until you receive an official statement from the licensing authority. Please e-mail me any update regarding the case or if the authorities would respond to nikolas.b@casino.guru.

Best luck,

Nick

Dear Marita,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Dear Marita,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.