Hello

I opened an account with Igame and then I discovered that they have a trademarks at Unibet and Mariacasino and big players.

I chatted with their customer service and I asked if you could open an account with you if you self-excluded from Unibet maria and big players, then they said no that it is not possible, and I asked how it happened that you allowed me to open account with you (Igame) though I have excluded myself from Unibet maria and big players? Then she said that she will forward my case to the responsible department, and that I would receive a reply by mail. I waited a couple of weeks without getting any response. I heard from myself last week and wanted to know how my case was going then told them that they were waiting for update and that I would continue waiting. Nothing happened and yesterday I heard from myself again. And I was shocked when they said they couldn't see any self-exclusion. I asked how could that be possible. I have absolutely self-excluded myself from Unibet maria and big players, before opening an account with you (Igame).

The problem is when you chat with Mariacasino Unibet and major customer service then you meet the same person. I chatted with a girl named Nathalie at Igame and she said she can't see any self-exclusion at other companies I said ok then I went to Unibet to ask them why not go and login then I meet Nathalie again at Unibet and she said because i was self-excluded, i asked her if she was the same person i was chatting with at igame then she lied straight out and said no. I was both surprised and shocked. How can they play with me? Why can't they be honest and admit they made a mistake and just pay them back the money I lost.

Mvh Moses

Hejsan

Jag har ?ppnat ett konto hos Igame och sedan uppt?ckte jag att dem har ett varum?rken hos Unibet och Mariacasino och storspelare.

Jag chattade med deras kundservice och jag st?llde fr?gan om man kunde ?ppna ett konto hos er om man sj?lvexkluderat sig fr?n Unibet maria och storspelare, d? sa dem nej att det inte g?r, och jag fr?gade hur kom det sig att ni till?t mig ?ppna konto hos er (Igame) fast jag har sj?lvexkluderat mig fr?n Unibet maria och storspelare? D? sa hon att hon kommer att skicka mitt ?rende vidare till ansvarig avdelning, och att jag skulle f? ett svar via mail. Jag har v?ntat ett par veckor utan att f? n?gon svar. Jag h?rde av mig f?rra veckan och ville veta hur det gick med mitt ?rende d? sa dem att dem v?ntar p? uppdatering och att jag skulle forts?tta v?ntar. Det h?nde ingenting och ig?r h?rde jag av mig igen. Och jag blev chockad n?r dem sa att dem kunde inte se n?gon sj?lvexkludering. Jag fr?gade hur kan det vara m?jligt. Jag har absolut sj?lvexkluderat mig fr?n Unibet maria och storspelare, innan jag ?ppnade konto hos er (Igame).

Problemet ?r n?r man chattar med Mariacasino Unibet och storspelare kundservice d? tr?ffa man samma person. Jag chattade med en tjej som heter Nathalie p? Igame och hon sa att hon inte kan ser n?gon sj?lvexkludering hos andra bolag jag sa ok d? gick jag vidare till Unibet f?r att fr?ga dem varf?r inte g?r och logga in d? tr?ffa jag Nathalie igen p? Unibet och hon sa p? grund av jag sj?lvexkluderat mig, jag fr?gade henne om hon var samma person som jag chattade med p? Igame d? lj?g hon rakt ut och sa nej. Jag blev b?de ?verraskad och chockad. Hur kan dem leka med mig? Varf?r kan dem inte vara ?rliga och erk?nna att dem gjorde ett misstag och bara betala tillbaka dem pengarna jag har f?rlorat.

Mvh Moses

Dear Moses,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward me any emails confirming your self-exclusion from the sister casinos? My email address is [email protected]. Have you self-excluded yourself or you blocked your accounts for a specific period of time? 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 Moses for providing all the necessary information via email. I will now transfer 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 Moses.

I can't speak Swedish, but I understand your point. I count on casino representatives.

I want to ask casino representatives to give me a hand in this case and explain to us where is the problem.

Hi and thanks for your reply

I have received a response from them and it looks like this

We have looked into your accounts and you have never been permanently suspended at any of our brands Maria Casino, Unibet, Bingo, Big Players or with us at Igame.

You have used self-exclusion for a number of different time periods from 24 hours up to 6 months, mostly in your account with Unibet but you have never requested permanent closure.

We then chose to permanently close your accounts with us after your disturbing comments you had with us in your chat with us on Igame 22 / Apr / 20

Your accounts are now permanently closed to all our brands and we encourage you to share some of the links at the bottom of the email.

Due to the information above, there is no possibility of repayment of your losses.

I have self-excluded anyway and I do not remember exactly if it was permanent or a few months or years. The only thing I know is that I have self-excluded myself from Unibet maria and big players. And when you do that, you can't open an account with Igame, which means it doesn't matter if it's permanent or temporary. They should have stopped me when I would open an account with them (IGame)

Mvh Moses

Hej och tack f?r ditt svar

Jag har f?tt ett svar fr?n dem och det ser ut s? h?r

Vi har tittat n?rmare p? dina konton och du har aldrig varit permanent avst?ngd hos n?got av v?ra brands Maria Casino, Unibet , Bingo , Storspelare eller hos oss p? Igame.

Du har anv?nt sj?lvexkludering under en del olika tidsperioder? fr?n 24 timmar upp till 6 m?nader, mest p? ditt konto hos Unibet men du har aldrig beg?rt permanent st?ngning.

Vi valde sedan att st?nga dina konton hos oss permanent efter dina oroande kommentarer du haft med oss i din chat hos oss p? Igame 22/Apr/20

Dina konton ?r nu permanent st?ngda hos alla v?ra brands och vi uppmanar dig att de del av de l?nkar som finns l?ngst ner i mejlet.

Med anledning av informationen ovan s? finns ingen m?jlighet till ?terbetalning av dina f?rluster.

Jag har sj?lvexkluderat mig iallafall och jag kommer inte ih?g exakt om det var permanant eller ett par m?nader eller ?r. Det enda jag vet ?r att jag har sj?lvexkluderat mig fr?n Unibet maria och storspelare. Och n?r man g?r s?, s? kan man inte ?ppna konto hos Igame det vill s?ga att det spelar inte n?gon roll om det ?r permanant eller tillf?lligt. Dem borde ha stoppat mig n?r jag skulle ?ppna konto hos dem(IGame)

Mvh Moses

We would like to ask the iGame 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, we will close the complaint as ‘unresolved’.

What if it gets unsolved?

How to proceed?

Vad h?nder om det bli ol?st?

Hur g?r man tillv?ga?

Moses, I am trying to get some answers from a competent person via Skype. 

In case they fail to reply here, we will lead you to license authority and help you to submit a complaint there.

So far, they are non-responsive.

I am very sorry for your troubles.

I am extending the timer for another 7 days.

I am sorry Moses these days people are very busy, so finding the right person who can help me is not an easy task.

Okay

I am waiting

Thanks alot for the help

Okej

Jag v?ntar

Tack s? j?ttemycket f?r hj?lpen

Hello Moses.

I am very sorry for all the delays. I was able to find a good contact to the casino - their account is set now. They are informed about your case and promised me some help and answers.

I reset the timer, and we will see what they will find.

Ok. Thank you very much

Ok. Tack s? j?ttemycket

Moses, I am sorry for such a long waiting. I am setting a timer for 3 more days. (they wrote me through email that they will look into your case, but so far I have no info) Yesterday I wrote them an email to hurry up with the answer.

If they fail to reply till Friday, we will close your complaint as "unresolved."

Thanks so much

If they do not respond please help me with how I proceed so I can submit my complaint to the licensing authority

Have a nice day

Tack s? mycket

Om dem inte svarar hj?lp mig g?rna med hur jag g?r tillv?ga s? jag kan l?mna mitt klagom?l till licensmyndighet

Ha en fin dag

Moses, in your case it is https://www.spelinspektionen.se/

During the weekend, another casino representative contacted me. They may reply to you soon.

I spoke with another casino representatives, but it might take a while till she responds.

My suggestion is to contact the Gambling license directly.

Here is the contact information:

P? grund av r?dande situation med covid-19 kan vi ha l?ngre svarsvarstider till allm?nheten ?n vanligt.

Vi har ?ppet vardagar klockan 09.30 - 12.00.

Telefontid: klockan 09.30 - 11.30 Tel 0152-650 100 Fax 0152-650 180

E-post: [email protected]

One more time, I am very sorry that it takes so long - I expected a much faster approach from the casino with such a good rating. We contacted this casino three times, and each time they promised us help. Unfortunately, it has not happened until now.

OK

Thanks so much for your help

I will contact them, and I hope for justice

Ok

Tack s? mycket f?r hj?lpen

Jag ska kontakta dem, och jag hoppas p? r?ttvisa

I will keep the complaint open, and please let us know when the licensing authority responds to you.

Hello

I have written to the gaming inspectorate but they do not receive such type of complaints.

The Swedish Gaming Inspectorate does not try disputes between players and licensees.

I see that Igame has closed its Casino

Please how do you proceed?

Is there any international place to appeal?

Hej

Jag har skrivit till spelinspektionen men dem tar inte emot s?nna typ av klagom?l.

Spelinspektionen pr?var inte tvister mellan spelare och licenshavare.

Jag ser att Igame har st?ngt sin Casino

Sn?lla hur g?r man tillv?ga?

Finns det n?gon international st?lle d?r man kan ?verklaga?

It looks like they only stop operations in Sweden. I'll try to get better contact on somebody who could explain what happened and probably MGA could help then.

OK

Thank you very much

Ok

Tack s? j?ttemycket

Hello Moses.

Today we got the info from another contact which suggests you contact their support again and they will explain to you all the reasons behind their decision. Please, Moses, try to write to them one more time. We are desperately trying to find somebody, who will explain here on our forum whats happened in your case. They, unfortunately, don't want to talk about it in public. (and I truly don't know why - we can make their posts private)

I have contacted them but unfortunately I never get an answer to my question.

Very annoying

Jag har kontaktat dem men jag f?r tyv?rr aldrig svar p? min fr?ga.

J?tte irriterande

Just try it one more time, please. They told us that they would explain to you what happened when you will contact them.

(Hi Moses,

We have already informed you about this.

You have never permanently excluded yourself from us.

'' You have used self-exclusion for a number of different time periods from 24 hours up to 6 months, mostly in your Unibet account but you have never requested permanent closure. ''

Please read the information above.

Thanks in advance.

I wish you a continued pleasant day!

Sincerely,

Nathalie)

I asked them before if you could open an account if you self-excluded from Unibet maria and major players (not permanently) then told them that it is not possible. And when I asked them how it came about that you allowed me to open an account with you, then I get the answer about permanent self-exclusion. I'm just disappointed and angry

(Hej Moses, 

Vi har redan informerat dig om detta. 

Du har aldrig sj?lvexkluderat dig permanent hos oss. 

'' Du har anv?nt sj?lvexkludering under en del olika tidsperioder fr?n 24 timmar upp till 6 m?nader, mest p? ditt konto hos Unibet men du har aldrig beg?rt permanent st?ngning. '' 

V?nligen l?s ovan information. 

Tack p? f?rhand.

Jag ?nskar dig en fortsatt trevlig dag!

Med v?nliga h?lsningar,

Nathalie)

Jag fr?gade dem f?rut om man kunde ?ppna konto om man sj?lvexkluderat sig fr?n Unibet maria och storspelare (inte permanent) d? sa dem att det inte g?r. Och n?r jag fr?gade dem hur kom det sig att ni till?t mig ?ppna konto hos er d? f?r jag svaret om permanent sj?lvexkludering. Jag blir bara besviken och arg??

Moses, in your case, depends when and for how long did you self excluded yourself. Do you have some evidence about the self-exclusion? (email what you sent them for example?) Could you please forward all this information to my email? ([email protected])

Technically, if you made self-exclusion for a short period it is possible that when you were making the registration to iGame casino, your old self-exclusion was already expired.

Dear Moses,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

In this interesting case, we are missing key proofs from Moses. 

The casino gave us an explanation what happened (without any proofs) and in this situation, the only possible solution for Moses is to contact MGA. 

We are closing this complaint with status "Player stopped responding"

Moses or Casino can reopen complaint anytime.