Chipstars Casino - Igrač traži povraćaj novca nakon samoisključivanja.

Hi, I am a problem gambler and have self excluded myself from all UK casinos, online and land based. I have also self excluded myself from many international online casinos as well. I had a relapse today and gambled almost £550 which was for my rent. My question is, I have self excluded from many Curacao regulated casinos and have been able to deposit money afterwards on different sites regulated by Curacao. I deposited £543.95 today on Chipstars casino and lost the money then emailed there support team about my problem gambling and my situation, they have not replied back. Am I entitled to claim this money back? I am in therapy due to this problematic addiction and have a gambling block on my cards but able to play internal casinos especially Curacao ones when I have self excluded from them. My banking transactions do not come up as a gambling transactions so that is how they are able to get around that one. Do I have a case to claim a refund?

thanks,

Adam

Hello Adski86,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Chipstars Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you request your self-exclusion at Chipstars?
• Did you deposit after your request?

Please note that no funds before processing your self-exclusion by the casino is refundable.

Looking forward to your answer.

Regards,

Nick

Hi Nick, my account was not verified it was refused due to not providing a utility bill which I provided a latest phone bill with my address on it, I also provided my passport and passport number. I requested my self exclusion at Chipstars about a hour after I had lost the money, I am self excluded from other Curacao regulated casinos though. I did not deposit after my request my account was closed after I requested the self exclusion. My argument is whether the casino is liable by Curacao licensing not to allow me to set up an account.

regards,

Adam

Hello Adski86,

Unfortunately, it is not liable.

Curacao license works differently as UKGC. You have to request for self-exclusion directly in the specific casino as they do not have a cross-sister casino self-exclusion. There are a few exceptions but I would not count on it.

I'm sorry but in such cases, the refund is not possible.

I would advise to retain from any Curacao licensed casino if you are struggling with gambling addiction as any deposits prior to your request are non-refundable.

Is there anything else we could assist you with?

Awaiting your response.

Regards,

Nick

Hi Nick, thank you for your time and assistance with this, that was all.

Regards,

Adam

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.