Good Day,

Despite my Oasis self-exclusion, I was able to continue gambling my money on Sol Casino and Jet Casino (both from the same company).

I've been diagnosed as a gambling addict for 4 years, since I was 16 years old.

Sol and Jet Casino constantly enticed me to gamble through emails offering bonuses etc. Like I said, this was in spite of my Oasis self-exclusion.

I requested for my account to be closed and for a refund of last weekend's losses.

My account was closed, but they don't want to refund my losses.

This is a huge amount of money that I lost gambling.

I'm in training and have to pay my own rent, which I can no longer afford due to my foolishness.

The money is one thing; the psychological pressure is another.

Does Sol Casino have the right to not refund me? On Sunday, the live support told me that I was allowed to play legally from Germany. Then why was I able to play at all, despite my self-exclusion?

Guten Tag,

trotz meiner Oasis-Spielersperre konnte ich auf Sol Casino und Jet Casino (beide von der selben Firma) weiter mein Geld verspielen.

Ich bin diagnostiziert Glücksspielsüchtig seit 4 Jahren, seit meinem 16 Lebensjahr.

Von Sol und Jet Casino wurde ich immer wieder zum spielen verlockt durch E-Mails mit Bonis etc. Wie gesagt, trotz meiner Oasis-Spielersperre.

Ich habe um Kontoschlie?ung und Rückerstattung der Verluste vom Wochenende gebeten.

Mein Konto wurde geschlossen, den Verlust wollen sie nicht erstatten.

Für mich ist das eine riesen Summe die ich verspielt habe.

Ich bin in der Ausbildung und muss Miete selber zahlen, was jetzt nicht mehr geht durch meine Dummheit.

Das Geld ist das Eine, der psychische Druck das Andere.

Hat Sol Casino das Recht mir das Geld nicht zu erstatten? Am Sonntag noch wurde mir vom Live Support mitgeteilt, ich dürfte legal aus Deutschland spielen? Wieso konnte ich dann überhaupt trotz meiner Sperre spielen!?

Dear abd02,

Thank you very much for submitting your complaint. I’m sorry to hear about your circumstances and negative experience with Sol Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you requested a self-exclusion directly in Sol Casino? If yes, when exactly and what did the casino respond?

Please note that OASIS is only for casinos with a German license, it is not valid for this casino. If you did not request a self-exclusion directly from Jet Casino, there is nothing you or we can do.

Sol and Jet Casinos are licensed in Curacao and have separate responsible policies. In order to be protected in such casinos,

you need to request a self-exclusion of your account due to gambling addiction in each casino separately.

If you have not done so already I urge you to request a self-exclusion in online casinos where you have an open casino account.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permamanently).

The reason for my decision is xxx (gambling addiction).

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear abd02,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.