A self-excluded player from Ireland had opened a new account with the casino in violation of their terms and conditions. He accused the casino of breaching their terms as he had been able to register a new account after his previous account was closed due to his gambling addiction. He was then asking for a full refund of his latest deposits. Despite providing the casino with evidence of his previous self-exclusion and highlighting the lack of effective measures to prevent him from re-registering, the casino had refused to issue a refund. The casino had argued that the player had used a different email address to open the new account and had not completed the verification process. We had suggested that the casino should enhance its protection for problem gamblers and consider issuing a refund, but the casino maintained its stance. The complaint was closed as unresolved.
En sj?lvutesluten spelare fr?n Irland hade ?ppnat ett nytt konto hos kasinot i strid med deras villkor. Han anklagade kasinot f?r att ha brutit mot deras villkor d? han hade kunnat registrera ett nytt konto efter att hans tidigare konto st?ngts p? grund av hans spelberoende. Han bad d? om full ?terbetalning av sina senaste ins?ttningar. Trots att kasinot f?rsett kasinot med bevis p? hans tidigare sj?lvuteslutning och framh?llit bristen p? effektiva ?tg?rder f?r att hindra honom fr?n att omregistrera sig, hade kasinot v?grat att ge en ?terbetalning. Kasinot hade h?vdat att spelaren hade anv?nt en annan e-postadress f?r att ?ppna det nya kontot och inte hade slutf?rt verifieringsprocessen. Vi hade f?reslagit att kasinot skulle f?rb?ttra sitt skydd f?r problemspelare och ?verv?ga att utf?rda en ?terbetalning, men kasinot beh?ll sin h?llning. Klagom?let avslutades som ol?st.
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