Casitsu Casino - 플레이어가 전액 보증금 환불을 요청했습니다.

HI Casino Guru.

I have a problem getting in touch with Casitsu casino.

I mangaged to join and play on Casitsu, and Rocketplay under the DAMA N.V brand, despite having a gaming addiction and blocked from Dama NV since january 2021 (see below). If needed you can contact Yoju casino for confirmation on the emails I sent in January.

RocketPlay are handling this great, and currently willing to return the deposits, although it has not been done yet. I am hoping for some help with Casistu as it's complete silence from there.

It's a sensitive and difficult issue , and I am fighting each day with the addiction. And I really need to have the blocks in place, otherwise it's too easy to fall back in.

I set the disputed amount to 600, although I am not exactly sure how much it was, it could probably have been more.

Many thanks

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Original email

Hi Casitsu,

I have a severe gambling problem, and have been able to deposit and play at your casino. This despite I am blocked from all gaming in Denmark,

and specifically blocked on Dama NV casinos with my emailaddress and info (see mail below from January).

I need you to close the casitsu account, and request a lawful return of the deposits as I was blocked from Dama NV casinos.

Thanks for your cooperation, and I am so sorry and distraught. I am getting more help now, but it's not easy.

Best regards

S C ****

----- Videresendt meddelelse -----

Fra: support support <support@yoju.casino>

Til: Chris **** <****>

Sendt: Mon, 04 Jan 2021 09:47:04 +0100 (CET)

Emne: Re: Gambling Problem Help

Dear Chris,

We have closed your account. Thank you for responsible gaming.

Please expect your refund to the same card within 2-3 working days.

Have a nice day! :)

Sincerely, Yusuke YOJU Support Team

[image: image.png]

----- Videresendt meddelelse -----

Fra: Chris **** <****>

Til: support@yoju.casino

Sendt: Mon, 04 Jan 2021 08:17:08 +0100 (CET)

Emne: Gambling Problem Help

Dear Yoju Casino, Dama N.V

I am excluded from all gaming within Denmark (attached screenshot) since August and under treatment for gambling addiction.

During New Years I am sad to share that I fell back into gambling and was able to deposit on your site during 3rd of January 2021.

This although I am self-excluded due to gambling problems on the other of your casinos within Dama N.V. (with my email ****)

I hope you can close my account(s) for good within Dama N.V group , and also kindly ask you to refund the transactions to the card.

I am sorry for the trouble and hope that you understand.

Kind regards

S C ****

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://www.casitsu.com/responsible-gaming:

"Self-Exclusion

If none of the above tools have helped you control your gaming, then you may want to self-exclude yourself. You can set a self-exclusion limit for a definite or an indefinite period of time. The restriction takes effect instantly. During the set period you will not be able to log into your account. Setting it to an indefinite period of time is akin to an account closure. Our staff is not allowed to reverse your decision nor can we remove this self-exclusion prematurely in the case that you have given a defined time period for the self-exclusion.

To add limits to your account, just visit our Responsible Gambling category in your player profile. Basic limitation options are immediately displayed, with self-excplanatory text. If you click on Advanced Mode, you can see even more limit options. And when in doubt, you can always contact our support team via e-mail or live chat and get their help with responsible gaming.

If these tools can help you keep track of your budget, game responsibly and safely, then great. However, if you should still struggle with your gaming behavior, then it may be time to seek the help of professionals, who are trained to help players with responsible gambling challenges. Check out some of the links below for a few of the best organizations to serve players who need help."

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

Many thanks for your message. I have forwarded the information to your email..

The reason for the claim, is that I was supposed to be protected , and specifically requested to be blocked from all Dama N.V casinos , with the same email I signed up with on Casitsu, that belongs to the Dama N.V group.

Although I am fully aware that it is my own responsibility, and my own doing, the only way to be stopped when falling back in, is to have been excluded within the casino group(s) – which I was supposed to be .

At the same time as signing up on Casitsu I did also manage to sign up and deposit to RocketPlay, another Dama NV casino, which will process the refund, and wished me a successful recovery – such a great support.

Please let me know if you need anything else.

Hi again,

I have just received a response from Casitsu , below.

However , I made the request (like you have seen in the mail) to the DAMA N.V licensed casino Yoju, and in my initial contact regarding the need of help, it states specifically that I want to be excluded from all DAMA NV casinos.

It is however true that I also requested separately to be excluded from MGA casinos due to my problem, but this has nothing to do with my request in January 4th (to be excluded from Dama NV casinos.) and was made separately to MGA.

Many thanks for your assistance in this matter.

---response start

Hi Chris,

Apologies for the late reply. We had to investigate your case first. For

this we got in touch with the platform managers of Dama NV Casinos.

After looking into the timeline of events, it looks like this:

Back in January you made a request to be blocked from all casinos with

the Malta gambling license. According to what we have been told, you did

not make a request to be blocked from the Dama NV licenses, which are

Curacao licenses. Note that Malta licenses are not in any way related to

Dama NV as this is an entirely different network and platform.

The first request that Dama NV received from you to close all of your

accounts across the Dama NV platform, was on June 4th. Your accounts

were closed across the network on the same day.

This is the information that was given to us. In order to clarify this

for both sides, it would help if you could show us proof of your earlier

request from January, that clearly shows that your request also included

Dama NV brands.

With kind regards,

Casitsu Casino Support

Hi, yes that is correct, it was sent the 4th of January 2021. And Yoju can probably assist further if needed.

And as requested I also sent the mail conversation to Casitsu yesterday. I did include the conversation with Yoju in the initial email to them as well. (and in my first post)

Hi everyone,

June 4th was the first time we were ever contacted regarding this issue.

Yoju Casino never informed us about the request. We are not even in any way affiliated with Yoju Casino.

We have never received notice from Dama NV regarding the initial request from January 4th and we cannot confirm whether Yoju Casino did or did not inform Dama NV about the request in a timely manner on or after January 4th.

On June 4th, after receiving the player's request, we checked the account status of the player and he was already blocked from accessing his account. Looking at the change history of this player's account, it was apparent that the block was placed platform-wide on the same day we were contacted. June 4th. This was done by the platform and not by us, since we are not able to perform platform-wide exclusions. We can only exclude players on our own casino.

This is all we know up until now.

Things to note:

Sending requests to one casino on the Dama platform will never guarantee that other casinos will be forwarded this information.

It is our right and responsibility to make due dilligence and check the timeline of events to determine where action needs to be taken and by which party.

The player had full access to all responsible gambling tools until June 4th. He had previously used the Cooling Off feature on May 28th for a final time, which prevented him from making deposits.

Should we learn today, that any of the involved parties on the platform side have failed to act in a timely manner, we will immediately refund the player and continue to resolve the rest of the case internally.

Hi Casitsu, thanks for the reply.

The only thing I can say, is that I requested to be blocked from all casinos under the DAMA NV group the 4th of January 202. That is the only fact I can relate to.

(I actually requested to be excluded already 2020, which was the reason I contacted Yoju January 4th , ie same situation as now, but that is not relevant now for this case)

It is difficult being an addict, and the only thing that can be done to be stopped is these license wide blocks, otherwise things like this will happen. I appreciate that it's creating a lot of work from your side, however I did specifically ask the DAMA NV licensed casino the 4th of January, to make sure that I am blocked from the whole group.

As I also was allowed to sign up for RocketPlay, another DAMA NV licensed casino, I understand that the block did not work, but that itself is not my responsibilty. (rocketplay however was fast to react on the problem)

I know , in the end it is my responsibility to sign up and deposit all I have , over and over again , but if you know how any addict works there is no sane way of thinking , no logic, when falling back in.

Thanks for the cooperation, and sorry for the trouble

Thank you very much, Casitsu Casino team, for the update.

Dear ChrisG,

As I mentioned earlier, if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please confirm that your Casitsu Casino account has been blocked now? I'm truly sorry but if you haven't informed a specific casino about your desire to self-exclude yourself I'm afraid we can't help you more.

Hi Chris,

I understand. We will do our best to resolve this today or tomorrow, the latest.

Hi Petronella , yes Casitsu have closed my account and requested the platform-wide exclusion that seems to be in place now. But I don't understand what you write; " if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. "

Again, this the case of that I requested to be blocked out of DAMA NV group, right?

Like Casitsu wrote , when they heard about this the 4th of June they placed the block platform-wide, which should have been done the 4th of January.

Casitsu quote:

" Looking at the change history of this player's account, it was apparent that the block was placed platform-wide on the same day we were contacted. June 4th. This was done by the platform and not by us, since we are not able to perform platform-wide exclusions. We can only exclude players on our own casino."

So, when asking to be excluded platform-wide (ie all Dama NV casinos) the 4th of January 2021 (if you look again in the email) the Platform should have done the platform-wide exclusion.

Hope that is more clear 🙂

Thanks Casino Guru and Casitsu for helping me

Hey Chris,

We have an update 🙂

We were able to confirm your version of this case. Even though we were never notified about this from any side, we will of course take responsibility and refund you.

We will send you an email just now, with all the details we will require for a refund. And just to let you know, the sum in question is 740.00€.

I hope you are getting the help you need, now. All the best!

Hi Casitsu ,

I really appreciate this , thank you so much for listening to me.

It really shows that there are genuine companies out there.

I do get more help and start a new type of therapy next week, fingers crossed.

So sorry for putting you in this situation.

I now can be sure that this will not happen at a DAMA NV casino again, thanks to you.

Thank you Casino Guru for handling this , and thanks again every so much to Casitsu support.

Thanks both sides for the updates.

ChrisG, please notify me as soon as you receive the refund. Thank you in advance.

Hi,

Refund reveived today.

Many thanks to both of you. Lets hope we dont speak again 🙂

All the best!

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ChrisG, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru