Complaint #2
Casino Estrella
Self-excluded in their sister casino, but opened account and lost 1060eur
10 years ago
I`m having big problems with gambling, and as a part of healing from it I have contacted an unknown number of casinos to exclude myself from them.
Last night I had an reversion and searched AG for a welcome-bonusoffer. I choose Casino Estrella as it seemed good and offered a decent 100% wb. Long story short, as way to many times in the past I emptied my wallet. Lets cut to the case:
Today I found that this casino belongs to the same group (Starfish-media) as one of the casinos I earlier have excluded myself from, Lucky31. First of all, it should not be possible to open one account when you're excluded from a casino group. Second, If I had won and requested a withdrawal, I'm convinced they would have turned the ex against me and void any winnings. There`s no reason to gamble if you can`t win...
Well, below is the dialogue between Estrella and me and attached image displays dialogue between Lucky21 and me.
On Wed, Jul 29, 2015 at 3:17 AM, wrote:
Hi!
After some research Im surprised to find out that Estrella belongs to the Starfish-media group, who also owns Lucky 31 which im self-excluded from due to my bad gambling habits and problems. I clearly Asked Lucky31 the 9th may ty to be excluded also from the group aswell.
Therefore, I demand to get all of last nights deposits refunded to my account asap. Please transfer it all to my skrill account xxx.
Estrella`s reply:
Dear xxxxx,
I'm really sorry about this inconvenience and the issue you're experiencing. However, please note that CasinoEstrella and Lucky31 manage different databases; for that reason you have to inform each casino of the group about your gambling problems so we can take action about it. We have already closed this account and it will never be reopened again but unfortunately we can't make a refund since we weren't aware about your gambling issues.
Kind regards,
xxxx
-I insist to continue the dialogue here.
As it clearly appears from the attached screenshot I asked for an exclusion from both Lucky31 and the rest of the group. Why wasn`t I informed about the different databases by Lucky31?
Tell me again how you won`t lay down, huh?
Last night I had an reversion and searched AG for a welcome-bonusoffer. I choose Casino Estrella as it seemed good and offered a decent 100% wb. Long story short, as way to many times in the past I emptied my wallet. Lets cut to the case:
Today I found that this casino belongs to the same group (Starfish-media) as one of the casinos I earlier have excluded myself from, Lucky31. First of all, it should not be possible to open one account when you're excluded from a casino group. Second, If I had won and requested a withdrawal, I'm convinced they would have turned the ex against me and void any winnings. There`s no reason to gamble if you can`t win...
Well, below is the dialogue between Estrella and me and attached image displays dialogue between Lucky21 and me.
On Wed, Jul 29, 2015 at 3:17 AM, wrote:
Hi!
After some research Im surprised to find out that Estrella belongs to the Starfish-media group, who also owns Lucky 31 which im self-excluded from due to my bad gambling habits and problems. I clearly Asked Lucky31 the 9th may ty to be excluded also from the group aswell.
Therefore, I demand to get all of last nights deposits refunded to my account asap. Please transfer it all to my skrill account xxx.
Estrella`s reply:
Dear xxxxx,
I'm really sorry about this inconvenience and the issue you're experiencing. However, please note that CasinoEstrella and Lucky31 manage different databases; for that reason you have to inform each casino of the group about your gambling problems so we can take action about it. We have already closed this account and it will never be reopened again but unfortunately we can't make a refund since we weren't aware about your gambling issues.
Kind regards,
xxxx
-I insist to continue the dialogue here.
As it clearly appears from the attached screenshot I asked for an exclusion from both Lucky31 and the rest of the group. Why wasn`t I informed about the different databases by Lucky31?
Tell me again how you won`t lay down, huh?
Screenshot
