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Bob Casino - Self Exclusion issues

RESOLVED
Posted on March 31, 2019.

Last tuesday (26 march 2019 ) i started playing on a couple of N1 interactive Ltd casino's (Spinia, Euslot, N1casino and Betchan). I created accounts on all of these casino's and started depositing. Whenever i deposited I already made sure i set a deposit limit (50 euro) to prevent losing too much. I know i have a gambling problem and already have self excluded myself on a lot of casino's but with this brand/license i could still open an account. While playing these casino's I found out that I was losing too much so i set a self exlusion forever (based on gambling problem) on Betchan on tuesday 19:29 pm. About an hour later I created an account on Bobcasino (also a N1 interactive Ltd casino) and to my surprise I was not self excluded or anything. I contacted support and they told me that i could deposit and i started playing again. (this was not what i suspected) The problem was that i played a LOT the upcoming days even though i was self exluded by this casino under the N1 interactive Ltd license. I lost a lot of money and made one withdrawal yesterday. Today, when i wanted to login on bobcasino (or any other casino under this license) I saw the message stating (self excluded) and i could not login. My other accounts were also self excluded on the other brands.

I directly contacted bob casino support to find out what happend( ive been playing for three days and now see my account blocked). They told me ive set a self exclusion period forever on N1 interactive limited Ltd license 3(!) days ago and was not be able to play. But i could! Why was I able to play when i deliberately asked to self exlude myself forever on this casino's license. They only blocked me until I made a small withdrawal (which they payed out) but not when I was losing a lot of money. If I was self excluded for all casino's under that license (what they told me via chat, see attachment) I shouldnt be able to play and should get a full refund of all my deposits since then. I contacted support and they told me the issue was passed on to management but this is some serious flaw in their self exclusion program.

Self exclusion because of a gambling problem is a serious thing and if the guy in livechat can tell me my account was self excluded 3 days ago i should not be able to sign up or even deposit on this site.
please help me, i think this casino has made a big mistake letting me open an account and deposit especially when i self excluded myself forever on the same license on a other site.

AskGamblers
Posted on March 31, 2019.

Dear @Bacojuniors,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on March 31, 2019.

I was able to deposit a total amount of 2400 euro. I made one withdrawal of 550 euro wich they payed out so basicly it is 1850 euro that I lost with an active self exclusion limit on the N1 interactive license. Since i am self excluded now i can not see the exact amount but im pretty sure this was is when i look at my bank statement

Posted on April 2, 2019.

Dear BACOJUNIORS,

The refund has been made, you should receive your funds within next 3 business days. Please do not hesitate to contact us is for some reason you haven't received requested amount.

We have also sent you the email confirming that the refund has been submitted.

Best regards,
Bob's Team.

AskGamblers
Posted on April 2, 2019.

Dear @Bacojuniors,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on April 2, 2019.

Thanks a lot! Ive indeed recieved an email staring bob casino will refund within 3 business days. I will give an update when the money is in my bank.

Thanks again for the quick response and professional handling of the complaint. To be continued!

Posted on April 4, 2019.

Dear @Bacojuniors,

Please update us regarding your refund.

Best regards,
Bob's Team.

Posted on April 4, 2019.

Ive recieved the funds!! Thanks very much! This issue is resolved now!

AskGamblers
Posted on April 4, 2019.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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