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Hello, yesterday I was able to play at the casino and deposit 900 euros. However, I am registered with the Curago authorities as a gambling addict and automatically placed on a block list. The casino refuses to refund my 900 euros.

Hallo ich konnte gestern beim casino spielen und für 900 Euro einzahlen. Ich bin aber bei den Curago Behörden als Spielsüchtig gemeldet und automatisch in einer Speerdatei. Das casino will mir die 900 Euro nicht zurück erstatten.

Dear Alineb1991,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the casino and the refusal to refund your deposit.

To help us understand the situation more clearly, could you please clarify the following:

• You mentioned being registered with the Curacao authorities as a gambling addict. Could you explain why you believe this automatically placed you on a block list for all Curacao-based casinos? It’s important to note that there is no universal self-exclusion list covering all Curacao-licensed casinos.
• Did you inform this specific casino about your gambling problem before making the deposit? If so, can you provide any details or documentation regarding this communication?
• Have you tried to contact the casino about your self-exclusion status and asked for clarification on their decision to refuse the refund?

Your cooperation is crucial for us to proceed with the case and help resolve the issue. Without this detailed information, we won’t be able to move forward effectively in mediating your complaint.

If you have any relevant communication or documents, please feel free to forward them directly to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, I have explained my problem to the casino. Yesterday I also wrote please set the deposit limit to 50 euros per month. But I was able to deposit 900 euros

Hallo ich habe den casino mein Problem geschildert. Gestern habe ich auch geschrieben bitte das einzahlungslimit auf 50 Euro monatlich stellen. Ich konnte aber 900 Euro einzahlen

Hi Alineb1991,

Could you kindly forward any relevant communication to petronela.k@casino.guru that confirms you informed this specific casino about your gambling problem?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings AvoCasino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@avocasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

The account has been deactivated. But I would like the deposit to be refunded. Because I am registered with the Curago authorities as a gambling addict. I also sent you photos that the casino should set a 50 euro deposit limit for me. The casino ignored it. Evidence above in the previous message

Das Konto wurde deaktiviert. Ich möchte aber die Erstattung der Einzahlung. Da ich bei den Curago Behörden als Spielsüchtig gemeldet bin. Außerdem habe ich Ihnen Fotos gesendet, dass das casino 50 Euro einzahlungslimit mir einstellen soll. Das casino hat es ignoriert. Beweise oben in der vorigen Nachricht

Hi Alineb1991,

• Could you please provide more information on how your self-exclusion was applied to Curacao-licensed online casinos? As far as we’re aware, there is no central registry for self-excluded players specifically for Curacao-based casinos.

Additionally, if you have any supporting evidence of your self-exclusion, could you kindly share that with us?

This information would help us understand your case better and support you in addressing this issue.

Thank you.

Here

Hier

Hi Alineb1991,

Thank you very much for forwarding your OASIS Registration. Please check the following facts:

The OASIS (Online Abgleich System für Spielsperren) system in Germany is a centralized self-exclusion tool designed to help individuals who struggle with gambling addiction. Established as part of Germany's revised State Treaty on Gambling (GlüNeuRStV) in 2021, OASIS enables people to voluntarily or involuntarily register to prevent access to gambling platforms across the country, covering both online and offline services.

With OASIS, individuals can request exclusion for at least three months, which can be extended indefinitely if needed. Relatives or operators can also initiate an exclusion if they observe problematic behavior, although reversing such bans can be challenging, particularly if they are indefinite, as a minimum one-year wait period applies before re-application for access is possible. All licensed gambling providers in Germany must comply with OASIS.

This system is similar to the UK's GAMSTOP, but it imposes stricter terms in Germany. The initiative underscores Germany's emphasis on responsible gambling, aiming to protect vulnerable individuals while creating a safer gambling environment.

The OASIS self-exclusion system in Germany applies to all licensed gambling operators in the country. This includes:

• Online Casinos - All legally registered online casino platforms in Germany are required to integrate with OASIS. When players register for self-exclusion, these casinos must deny them access to any gambling services.
• Sportsbooks and Betting Sites - Licensed sports betting sites, whether online or at physical locations, are also covered. OASIS blocks individuals from accessing any regulated sports betting services.
• Land-based Casinos and Gaming Halls - Physical casino venues, including gaming halls across Germany, must comply with OASIS by checking the database to prevent excluded individuals from entering or participating in gambling activities.

While OASIS effectively blocks you from German-regulated sites, casinos with licenses outside of Germany (like  Anjouan Gaming) can legally accept players even if they are self-excluded under OASIS. 

I understand how frustrating it must feel to realize that your OASIS registration can’t protect you in this particular casino due to its Anjouan Gaming license. However, I’d like to help look into your deposit limit request to find another way forward.

Could you please let me know when this live chat conversation about the deposit limit happened and, if possible, send the full communication to petronela.k@casino.guru?

Thank you very much in advance.

It was on 17.11 at 11.52 am. After that I was able to continue depositing money

Es war am 17.11 um 11.52 Uhr. Danach konnte ich weiter Gekder einzahlen

Hi Alineb1991,

Unfortunately, since you did not inform the casino about your gambling problem or follow up on your deposit limit request, we are unable to assist in recovering the funds you lost. Additionally, the OASIS self-exclusion scheme doesn't apply to this casino as they do not hold a German license, meaning your self-exclusion was not effective in this case.

We understand this is frustrating, but we are limited in how we can assist based on these circumstances.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

The casino did not stick to the deposit limit. I was able to deposit 900 euros even though I said in the chat 50 euro deposit limit

Das Casino hat sich nicht an das Einzahlungslimit gehalten. Ich konnte 900 euro einzahlen obwohl ich im Chat gesagt habe 50 euro Einzahlungslimit

Hi Alineb1991,

Thank you for providing more details regarding your case. I understand how concerning this situation must be for you, and I appreciate your patience as we work to resolve it.

It seems that you requested deposit limits from the casino, but after reviewing the forwarded screenshot, it appears that you never followed up on this request. While your initial request was made, there is no confirmation from the casino that the deposit limits were set, and the screenshot does not show any further communication or action on your part to pursue this matter.

• To help us move forward, could you also let us know which payment method you used for your deposits? Please be aware that certain payment methods, such as e-wallets, do not allow for the setting of deposit limits directly through the casino. This could be a factor in the issue you're experiencing.

I also want to acknowledge that on December 1st, you submitted a self-exclusion request and informed the casino about your gambling problem. It’s a positive step, and we will take that into consideration moving forward.

Please provide any additional details, and let us know if there’s anything else you’d like us to look into.

We’ll do our best to assist you further.

I deposited 100 euros. Then I said that I would like a deposit limit of 50 euros per month. There was no response in the live chat, so I was able to continue depositing money via bank transfer.

Ich habe 100 Euro eingezahlt. Dann habe ich gesagt, dass ich bitte ein Einzahlungslimit auf 50 Euro monatlich haben möchte. Im livechat wurde nicht darauf reagiert, sodass ich weiter Geld einzahlen konnte mit der Banküberweisung.

Hi Alineb1991,

Thank you for providing further details about your situation. I’m sorry to hear about the challenges you’ve faced, and I understand how frustrating this must have been for you.

From your explanation, it seems that while you made an initial request for a deposit limit of €50 per month via live chat, you didn’t receive a response from the casino at that time. Unfortunately, if no follow-up action was taken on your part to ensure the limit was applied, or if you didn’t reach out again to confirm or request self-exclusion when you felt the situation might escalate, the casino may not have been able to act on your request.

Please understand that while casinos have an obligation to provide responsible gambling tools, it is equally important for players to show reasonable effort in following up on such requests. For example, if live chat didn’t respond, reaching out through other channels (email or support ticket) or reviewing account settings for self-exclusion options would have been advisable.

We empathize with your situation and want to stress that taking proactive steps like self-exclusion or applying limits is critical to maintaining control over gambling habits. We also recognize how challenging this can be, and your recent decision to request self-exclusion is a positive step forward in managing your gambling responsibly.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

I hope we can still help you resolve this issue as soon as possible.

Thank you in advance for your reply and understanding.

Dear Alineb1991,

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.

Dear Alineb1991,

After carefully reviewing the situation, we have reached the conclusion that your complaint is unjustified. As there was no follow-up on your initial request for a deposit limit and no further action was taken on your part to confirm or escalate the matter, the casino was unable to apply the requested limit. Additionally, it is essential for players to take proactive steps, such as utilizing self-exclusion tools or reaching out through alternative channels when necessary.

Given the circumstances, we are unable to assist further, and your complaint will now be closed as unjustified.

I appreciate your understanding, and I hope that you continue to take responsible steps in managing your gambling activity.

Thank you for your time and cooperation.

Best regards,

Petronela

Casino.Guru