Dear casino guru team,

I just played at cadabrus casino on 20.06. and lost 100€.

After this I noticed that the casinos licence number is "MGA/B2C/486/2018" . In the same licence is the casino betinia and light casino and more. My accounts are closed on these sites and not able to be reopened (from these sister site casinos in the same license - the support information) on this sites. I got told I closed my account a while ago permanently. My reason was gambling issues, because I am gambling addicted and blocked me everywhere. So the support told me I will not be able to play at any casino within this licence again. Not able to play at any sister project.

But as I wrote I was able to do it on cadabrus, even if I closed my accounts on other brand in the named license before for gambling issues permanent. The casinos support confirmed this to me. I got Screenshots from this messages.

That I was able to play at cadabrus casino site also violates the "MGA Directive 2 of 2018 - Player Protection Directive - Part IV – Responsible Gaming (4)":

"[...] Provided further that, in the event that a player has been excluded by the B2C licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee. [...]. "

That did not happen at the cadabrus brand casino.

So I kindly asked cadabrus to refund my today's deposit of 100€ to my bank account, which the deposit came from, because they did not protected me as a player, even the license was aware of my issues. That was against the MGA player protection directive.

I wrote this to them, they closed my account now permanent but ignored the refund claim.

Thanks for your help.

Dear Max,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found https://cadabrus6.com/en/rules:

From the forwarded screenshot I understood that you have an active self-exclusion for a specific MGA License MGA/B2C/486/2018. Here are the associated websites https://www.authorisation.mga.org.mt/verification.aspx?lang=EN&company=892cfa77-0402-4465-920f-58eb8bf9f83d&details=1:

Could you please affirm that you’ve used the same credentials to open your new account as with the previous ones?

Please forward any relevant communication to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi. Jeah I used the same details. You understood all right what u wrote. I got closed accounts in the licence. Betinia or light casino are 2 examples, there are for ever closements without the right to reopen the account (like u see on light casino mail Screenshot). That's why I claim the refund based on the mga player protection Directive.

Thanks for your help guys. Hope for a good solution by cadabrus. Have a good day.

Thank you very much, Max, 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 Max,

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 Cadabrus Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Cadabrus 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.

Hi,

I got this mail yesterday:

"

"Dear Max,

We are sorry to hear about your situation. Your account at Cadabrus has been closed and will not be opened again in the future.

Please note that the casino will not be liable for any direct or indirect damages in the case you manage to open a new account.

We care deeply about the well-being of our clients, therefore, we would like to offer you a refund of your deposit. We will inform you separately after the payment is processed."

So I think this is solved, but let's wait until the payment is done. Thanks ??

Revived the money. Issue is solved

Hi Max,

Thanks for the update. I'm glad to hear that your issue got resolved and you got your money back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter