Onestep Casino - 자체 배제에도 불구하고 플레이가 허용되는 것에 대해 플레이어가 불만을 제기합니다.

Despite being banned from LCS Ltd for years due to gambling addiction, I was consistently allowed to register and make deposits at an LCS Ltd-run casino. In this case, the casino in question is Onestepcasino! Upon contacting the casino, I was told that the casinos have no correlation. However, I can provide screenshots as proof that the responses from the support teams across all LCS Ltd casinos are consistent and are even marked with a running number. In addition to this, I have directly informed LCS Ltd about my gambling addiction. I have attached my proof for reference. This same situation arose again, this time involving Betstro! Again, when I contacted the casino, I was told the casinos have no relation. Yet again, screenshots provide evidence of identical responses from the support teams across all LCS Ltd casinos and each being assigned a sequential number. I also directly informed LCS Ltd about my gambling addiction this time as well. I have attached the corresponding evidence.

Obwohl ich bei LCS Ltd seit Jahren wegen Spielsucht gesperrt bin, wurde mir immer wieder in einem Casino von LCS ltd eine Registrierung inkl. Einzahlungen erlaubt. In diesem Fall geht es um Onestepcasino! Bei Kontaktaufnahme wurde behauptet, die Casinos stehen in keinem Zusammenhang. Anhand von Screenshots kann ich beweisen, dass die Antworten vom Support von allen LCS ltd Casinos ident sind und sogar mit einer fortlaufenden Nummer versehen werden. Außerdem habe ich auch LCS ltd direkt über meine Spielsucht informiert. Beweise habe ich im Anhang beigefügt. Obwohl ich bei LCS Ltd seit Jahren wegen Spielsucht gesperrt bin, wurde mir immer wieder in einem Casino von LCS ltd eine Registrierung inkl. Einzahlungen erlaubt. In diesem Fall geht es um Betstro! Bei Kontaktaufnahme wurde behauptet, die Casinos stehen in keinem Zusammenhang. Anhand von Screenshots kann ich beweisen, dass die Antworten vom Support von allen LCS ltd Casinos ident sind und sogar mit einer fortlaufenden Nummer versehen werden. Außerdem habe ich auch LCS ltd direkt über meine Spielsucht informiert. Beweise habe ich im Anhang beigefügt.

Dear x4wsccrkcd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Meanwhile, I checked the Responsible Gambling section and this is what I found (here):

Is support@Onestepcasino.com the email address to which you sent your request?

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

Best regards,

Petronela

I sent all emails regarding the ban to support@onestepcasino.com, also to info@lcs.com and to info@lcsltdeu.com with the following wording:

Ladies and Gentlemen!

I have a player account with you, which is registered under the email address ……….

According to your records, I made deposits of €2080 in your online casino.

This letter is also being sent to all MGA departments because there has been a massive violation of player protection!

I was previously banned permanently (i.e. for life!) from the online casino of the same brand, namely LCS ltd, due to gambling addiction and personal bankruptcy, which I have been in since August 2019 (I sent you a confirmation). The site you operate, Onestepcasino, is licensed by the Malta Gaming Authority under license number MAG/B2C/233/2013 (02/07/2013) issued to LCS Limited, C-64070, registered in Office 3, Level2, Sterling Building Enrico Mizzi Street, TA'XBIEX XBX 1453, Malta.

I also forwarded the email to the desired email address.

Ich habe alle Emails bezüglich der Sperre an support@onestepcasino.com gesendet, auch an info@lcs.com sowie an info@lcsltdeu.com mit folgendem Wortlaut:

Sehr geehrte Damen und Herren!

Ich betreibe bei Ihnen ein Spielerkonto, welches unter der Emailadresse ……… registriert ist.

Ich habe in Ihrem Online-Casino laut Ihren Aufzeichnungen Einzahlungen in der Höhe von € 2080,- geleistet.

Dieses Schreiben ergeht auch an sämtliche Stellen der MGA, da hier eine massive Verletzung des Spielerschutzes stattgefunden hat!

Ich wurde bereits davor im Online-Casino derselben Marke, nämlich L.C.S. ltd dauerhaft (das heißt auf Lebenszeit!) aufgrund von Spielsucht und Privatinsolvenz, in der ich mich seit August 2019 befinde (ich habe Ihnen eine Bestätigung gesendet),  gesperrt. Die von Ihnen betriebene Seite Onestepcasino ist durch Maltas Gaming Authority lizenziert, unter der Lizenz Nr. MAG/B2C/233/2013 (02/07/2013), ausgestellt an L.C.S. Limited, C-64070, registriert iin Office 3, Level2, Sterling Building Enrico Mizzi Street, TA’XBIEX XBX 1453, Malta.

Ich habe das Email auch an die gewünschte Mailadresse weitergeleitet.

Hello x4wsccrkcd,

The sole communication I've received from you on this matter was an email from the casino requesting necessary documents for verification. Could you kindly send me your initial self-exclusion request at your earliest convenience? Thank you.

I have forwarded you an email

Habe Ihnen ein Email weitergeleitet

I received an email forwarded from the casino stating that your account was blocked on April 18, 2023. The message did not mention any gambling problems but indicated a straightforward account closure. Could you kindly inform me about when you communicated to the casino regarding any gambling issues?

Dear x4wsccrkcd,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.