I'm a player with gambling addiction problems, on 26/05/2021 I asked for self-exclusion from several casinos, including casino intense, and as a consequence I would also be self-excluded from all partner casinos of this casino.

On 19-08-21 I registered and opened an account at playzax casino, partner casino of intense casino, where I was self-excluded, so they could never have accepted my registration, I used the same email, the same address, the same phone and even the same username as at the partner casino, before making a deposit I spoke to customer support to ask what deposit and withdrawal methods they had available, and they still didn't stop me from making the deposits. deposits made during the day between 14h:36m and 22h, totaling €1,620, causing a disgrace in my life and putting me in a very complicated financial situation, all because they didn't stop me as they should have done, respecting the principle of the game responsible, and knowing that I am a person out of control and with gambling addiction issues that's why I asked for self-exclusion.

The casino just closed my account the next day claiming that the account and deposits were made overnight when the responsible staff was not there, but that's not true the account and deposits were made during the day and no one stopped me, when they closed my account it was too late for another €1620 had already been deposited by me, I now ask for the value of the deposits back as I could never have opened an account at the casino as it was auto-excluded

Dear Joao,

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

Could you please clarify how did you find out that these casinos are sister casinos? I have briefly checked both, and maybe the platform may seem similar, but both casinos have different licenses as well as different owners.

I am afraid that if you didn’t inform the casino about your gambling problem before you made those deposits, there is not much we can do for you.

Thank you in advance for your reply.

Best regards,

Kristina

hello good afternoon and thank you for your reply, i was informed by themselves that they were partner casinos, so they closed my account because i had requested self-exclusion from their partner casino intense casino,which would apply to all partner casinos, unfortunately closed the account was too late and I was allowed to deposit €1620 in a few hours on their site, I was also contacted by email by the playzax casino manager, regretting the situation the email he uses belongs to intense casino, so it is easy to deduce that he manages the two casinos

Thank you very much Joao for the clarification. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Joao,

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

We would like to ask PlayZax 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 Joao,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request.

Hello, 

We are very sorry to hear that M. F******** had a bad experience with our casino. 

However, please know that when someone had issues in the past with one casino, the other casinos are not supposed to be aware of those issues as they don't have access to this data. 

When M. F******** requested the self-exclusion of his Casino Intense account - as he may have done the same with other casinos - he was (unfortunately) able to register to any other casino, including Playzax too. 

We regret this situation but our support at Playzax can't be held responsible for M. F********* deposits as we were unaware of his gambling issues. 

Best, Playzax Casino support

Of course they were aware, in fact you closed the account on the same day I made the deposits, but of course it is always profitable for you, if I had won my winnings would be confiscated and they would only return my deposits, but as I lost they closed my account and They took my deposits.

Now about claiming that they were not aware of my gaming problems, you are against saying, because you previously claimed that I opened the account and made the deposits at a time when the responsible team was not present I have all the records of emails and conversations of the online chat that move this

Claro que tinham conhecimento, aliás voces encerraram a conta no mesmo dia que fiz os depositos, mas claro é sempre lucrativo para voces, se eu tivesse ganho confiscavam as minhas vitórias e apenas iriam devolver os meus depositos, mas como perdi emcerraram a minha conta e ficaram com os meus depositos.

Agora acerca de alegarem que nao tinham conhecimento dos meus problemas de jogo vocês est?o a contra dizer, pois voces alegaram anteriormente que eu abri a conta e fiz os depositos numa altura em que a equipa responsavel n?o estava presente tenho todos os registos de emails e conversas do chat online que comorovam isso

Hi all,

Thank you for your replies.

If I understand it correctly, on 26/5/2021 the self-exclusion in Casino Intense took place, on 19/8/2021 Joao opened an account in Playzax and made €1620 deposits and the self-exclusion kicked in on 20/8/2022. If a player is self-excluded and they manage to register and make deposits in a casino where the self-exclusion should apply, all the deposits should be refunded right? The player shouldn't even be allowed to register in the first place. If he won on 19/8/2022 say €100000, I'm sure he wouldn't get paid due to an active self-exclusion in a partner casino, so this has to work both ways. If he can't win, he can't be allowed to lose, right?

We would like to ask PlayZax Casino to reply to this complaint. We are extending the timer by 7 days.

Hello,

We are really sorry about this situation.

However, it's very important for us to emphasize that when someone has gambling issues and asks for a self-exclusion in one casino, all the other casinos are not supposed to be aware of those issues as they don't have access to this data. And this is what happened in this case.

Playzax couldn't be aware of the player's self-exclusion on another casino and thereby was fully entitled to allow the player to register in the first place and make deposits, letting him accept the risks of winning or losing money.

Best, 

Do you insist with this speech?? If you didn't know why they blocked and closed my account, saying that I had an active self-exclusion in a sister casino and that's why you were forced to close the account, you knew yes, and you already admitted that in the emails exchanged, excuse after excuse, the truth is only one did you know you allowed me to register at your casino and deposit 1600€ and after I lost the deposit money they closed my account claiming that I had a self-exclusion due to gambling problems in a casino brother yours... Dishonest of you.

Answer me then if you weren't aware why did you close my account right after losing my deposits???

be honest

Vocês insistem com esse discurso?? Se n?o tinham conhecimento porque bloquearam e encerraram a minha conta, dizendo que eu tinha uma auto-exclusao activa em um casino irmao vosso e por isso eram obrigados a encerrar a conta, voces tinham cconhecimento sim, e vocês já admitiram isso nos mails trocados, desculpas atrás de desculpas, a verdade é so uma vocês sabiam permitiram que eu me registasse no vosso casino e depositasse 1600€ e depois de eu perder o dinheiro dos depositos encerraram a minha conta alegando que eu tinha uma auto-exclusao por problemas de jogo num casino irm?o vosso... Desonesto da vossa parte.

Me respondam ent?o se nao tinham conhecimento porque encerraram a minha conta logo depois de perder os meus depositos???

Sejam honestos

Hello,

You registered on our casino and deposited money, knowing you had gambling issues. At this point, we weren't aware of your self-exclusion so we couldn't block you the access to registration.

It's only once you lost all your money that you contacted support informing them you had issues and self-excluded yourself from another casino. You asked for your account to be closed for self-exclusion. We didn't close your account without your request or your approval. And even less, in order to keep the money you lost, this is a very outrageous accusation.

I'm very sorry, but we can't be held responsible for your money loss.

Best,

This is a lie and I have proof of it, I am happy to present the evidence here publicly, and I challenge your casino to prove your claims you are lying and I can prove it

Isso é mentira e eu tenho prova disso, tenho todo o gosto em apresentar as provas aqui publicamemte, e desafio o vosso casino a provar as suas alega??es voce está a mentir e posso provar issso

I have your manager's email informing you that you closed my account without my request, as well as the conversation in the online chat indicating that you closed my account because I was excluded from your sister casino intense casino since 2021-05-26.

On 08-19-21 I opened an account at your casino and between the period from 14:36 to 22:00 I deposited a total of €1620 in your casino, my account was blocked the next day in the morning after having lost all deposits, and without my request, claiming that I had an active self-exclusion since 26-05-21 at casino intense, casino brother and as such they were forced to close my account and they also stated that the account was opened overnight and the deposits too, that the responsible staff was not present so I was able to register and make deposits, but this is also not true as the account and deposits were made during the day.

I have all the proofs of my allegations mails and chat conversations online if you have any doubts I will be happy to send it to you again

Tenho o email do vosso gerente a informar que encerrou a minha conta sem o meu pedido, tal como a conversa no chat online a indicar que fecharam a minha conta por estar excluido do vosso casino irm?o intense casino desde 26-05-2021.

Em 19-08-21 abri conta no vosso casino e entre o periodo das 14:36 até às 22h depositei no total 1620€ no vosso casino, bloquearam a minha conta no dia seguinte logo pela manh? depois de ter perdido todos os depositos, e sem o meu pedido, alegando que tinha uma auto exclus?o activa desde 26-05-21 no casino intense, casino irm?o e como tal eram obrigados a encerrar a minha conta e ainda afirmaram que a conta foi aberta durante a noite e os depositos tambem, que o pessoal responsável nao estava presente daí ter conseguido me registar e fazer depositos, mas tambem isso nao é verdade pois a conta e os depositos foram feitos durante o dia.

Tenho todas as provas das minhas alega??es mails e conversas do chat online se tiverem alguma duvida tenho todo o gosto em enviar mais uma vez para vocês

Here is your manager's email that goes against your last reply

Aqui está o mail do vosso gerente que vai contra a vossa ultima resposta

Hi all,

Thank you for your replies.

Dear Playzax Casino team,

You argue that you didn't know about the player's self-exclusion in a different casino but you blocked his account due to the very same self-exclusion... This makes no sense. If your casino is a part of the self-exclusion initiative, a self-excluded player shouldn't be allowed to open an account in your casino in the first place. If this fails and they manage to open an account and lose money, they should get refunded. I have a question regarding your license. The license validator doesn't seem to work. What is the current state of the casino's license?

Dear Joao,

I just had a call with the casino rep regarding your complaint. I found out that your complaint wasn't blocked due to a self-exclusion in the other casino (Casino Intense). There is actually no cooperation between the casinos in the matter of self-exclusion. The account was blocked due to other reasons and the casinos have the right to do so. Eventually, no rules were broken by the casino, however, the whole situation could have definitely been communicated a little bit better and we would have avoided the confusion. I'm afraid I can't punish the casino and your complaint will be rejected. If you disagree with our decision, I recommend you to contact the Curacao Gaming Authority ([email protected]). I wish I could be of more help.

Best regards,

Peter