I've been excluded from Vulkanvegas since 2019 due to a gambling addiction. Recently, I was also excluded from Verde Casino, a partner of Vpartners, which can be found at https://v.partners/brands. Despite this, I was still able to open an account at the casino using the same information, deposit funds, and play games

Ich bin bereits seit 2019 bei Vulkanvegas auf Grund von Glücksspielsucht ausgeschlossen. Ich habe vor kurzem bei Verde Casino einem Partner von Vpartners https://v.partners/brands ausgeschlossen. Ich war in der Lage ein Casino ein Konto mit den gleichen Daten zu ?ffnen aufzuladen und zu spielen

Dear CH4RL3I,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you self-excluded from Verde Casino yet you were able to create another account here? Could you please post here or forward me the self-exclusion request? My email address is [email protected].

Do you currently have access to your casino account?

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,

Kristina

Dear CH4RL3I

Sorry to hear about your disease.

We can confirm that your account at VerdeCasino was blocked permanently on 30.09.2023 05:01:37 (UTC)

In legal terms as well as technically, the above-mentioned casinos are totally different. With different database etc.

Hope this clarifies.

Should you need additional help with your disease - please kindly turn to support.

Kind regards

If contacted your support and they told me that I should have been selfexcluded since your are partnered with VulkanVegas.

Vulkan Vegas and Verde Casino are connected as they are both operated by the same company, Brivio Limited. This company is registered in Cyprus and holds a license from the Cura?ao eGaming commission?(https://www.vulkanvegasbonus.com/#:~:text=Vulkan%20Vegas%20Casino%2C%20established%20in,from%20the%20Cura%C3%A7ao%20eGaming%20commission)?. Both casinos are also listed under the V.Partners affiliate program, which is the official affiliate program for Vulkan Vegas, Vulkan Bet, Ice Casino, and Verde Casino (referred to as Green Casino in the affiliate program)?(https://v.partners/?tracker=779/#:~:text=%E2%82%AC200%2B%20%26%20up%20to%2040,leading%20revenue%20share)?. There's a mention of a player setting a play pause at Verde Casino and wondering if it would affect their gameplay at Vulkan Vegas, which further hints at a connection between the two casinos?(https://de.www.kpvfaw.com/vulkan-vegas-casino-das-konto-des-spielers-wurde-unerwartet#:~:text=Habe%20am%2009,w%C3%BCrde%20gerne%20weiterhin%20dort%20spielen)?.

Sorry, CH4RL3I

But you are partially right. The affiliate program may be the same, but Verde casino is operated by Wiraon, and as we previously said, the player data-base is different. So there is no technical way to restrict you (a gambling addicted player) from registering.

Dear Christina, we'd like to confirm, the player never requested any limitations before the gameplay/registration. Once the operator heard about the disease - the block of the account was immediate. Also, the website offers at least 5 gambling limits, including the self-exclusion, which the player never opted for.

Kind regards

Hello everyone,

Thank you both for your replies.

CH4RL3I, please understand that if you self-exclude yourself from one somehow related casino it doesn’t necessarily mean that you are protected on all the other associated websites.  Both casinos have a Curacao license which doesn't enforce group self-exclusions like, for example, MGA-licensed casinos do, and we cannot penalize them for it. Nor are we in a position to force the casino to refund your deposits under these circumstances.

As long as your account has already been closed, there is not much we can do. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

I appreciate your prompt response regarding my complaint. However, I am still seeking a clear resolution based on the legal framework governing online gambling in Germany, particularly under the new Interstate Treaty on Online Gambling (GlüStV 2021) which took effect on July 1, 2021, and the subsequent implementation of the OASIS self-exclusion system on August 2, 2021.

As per the complaint, I self-excluded from Vulkanvegas due to a gambling addiction but was able to open a new account with the same information and play games. This appears to be a violation of the self-exclusion provisions aimed at protecting individuals from gambling-related harms.

I understand that the legal landscape regarding online gambling and self-exclusion has evolved with the new treaty. Therefore, I am keen on understanding the obligations of the casino in complying with self-exclusion requests and the provisions for refunds to self-excluded players, as stipulated under the new law and the OASIS self-exclusion system.

Furthermore, I am aware that there have been recovery claims in Germany where players have sought to reclaim their stakes from private operators, as noted in the recent updates on German Gaming Law. However, the legal stance on refunds for self-excluded players remains unclear.

I would appreciate it if you could provide further clarity on the casino's obligations and the legal recourse available to me as a self-excluded player, especially in light of the recent regulatory changes. Your guidance will be invaluable in helping me understand the next steps in pursuing my refund claim.

Thank you for your continued assistance.

CH4RL3I, I’m sure that you are aware of geolocation of OASIS operation:

"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."

Since you have chosen a casino with a Curacao license, OASIS has no influence here as they do not share their register of players with casinos that do not have the necessary license. I am afraid that under these circumstances we are not able to help and we don't think you are entitled to any refunds.

If you are dissatisfied with our decision, you can always contact the licensing authority, however, I believe that their opinion won't be much different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.