Hi

i just opened an account with this casino recently buy i already self excluded in their group before Because of gb addiction. They keep sending promotional email from their sister sites. I already asked them about this they are not replying.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please could you forward me all the relevant emails which you have sent to the sister casinos when requesting a self-exclusion? Have you notified the casinos that the reason for cancelling your accounts is the gambling problem? Did the casinos send you a list of sister websites? I know it might look like a lot of questions, but I would like to understand this issue entirely. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much Anto1318 for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.

Hello Anto1318.

I've already wrote to them and their support confirm that they are just under the same affiliate but these two casinos are running under a different company. (they are not sister websites)

From their support:

Hello.

Thank you for your email.

The site you mentioned is indeed affiliated with us. However, our site operates independently.

If you have other concerns, just contact us back. We are available 24/7.

Kind Regards,

Customer Support Team

You can't claim a refund based on self-exclude on different casino. I highly recommend to you to self-exclude on Golden Pokies Casino too. 

Hi

if they different casino how could they send promotional email from house of pokies without even know about that casino. It means they are running on same database and same license number but operates separately, u don’t understand. Could you please ask them their license jurisdiction i will lodge complaint to them directly. I couldn’t even find in houseofpokies website.

I am sorry Anto1318, based on our info both casinos operate without an official license. There is no regulator body where you can complain.  It is hard to say how they could get your email, but if they are independent casinos, they didn't know that you are self-excluded in Golden Pokies.

You can't blame them that they let you play because you didn't self exclude in this casino. On the other hand, there is the promo email issue, but it would be tough to prove that they had your email from Golden Pokies. Could you forward us the promotional email? At least we can take a look at that. Use my email address: [email protected]

The problem here is that the email didn't come directly from the casino. Another problem is that casinos are not sister casinos. Your self-exclusion in one of them didn't prevent the other one from accepting you. I will make some tests. I will follow your steps to create an account in the first one and then self-exclude myself, and we will see if I receive the same email as you. 

I am extending the complaint about another seven days. I didn't get any promotional email from House Of Pokies Casino yet. I am still waiting to confirm your theory.

I am very sorry Anto1318, but I didn't find any correlation between the two events what you described. Therefore I must reject your complaint as "unjustified."

I am sorry, but you can't blame the casino that you received the promotional email from some 3rd party website after you self-excluded from another (independent) casino.