Cleopatra Casino - Spillerens selvudelukkelse respekteres ikke.

I was able to deposit €100 at Cleopatra even though I had previously requested a self-exclusion at their partner/sister casinos Jackpoty and Slotozen, asking to be blocked from all partner/sister casinos. Cleopatra ignored my self-exclusion and my gambling addiction. I sent a refund request but have not received a response yet.

ich konnte bei Cleopatra 100€ einzahlen obwohl ich zuvor bei dem Partner/ Schwestercasinos Jackpoty und Slotozen einen Selbstausschluss beantragt habe mit der Bitte mich für alle Partner/ Schwestercasinos zu sperren. Cleopatra hat meinen Selbstausschluss und meine Spielsucht ignoriert. Ich habe eine Rückforderungsanfrage geschickt aber noch keine Rückmeldung erhalten.

Dear Lesa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cleopatra Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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. Could you please advise if you have requested a self-exclusion from Cleopatra Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

No, I didn't, I only realized later that these belong to Dama NV. I would be very grateful if cleopatra would address me and my gambling addiction here, even if it is not mandatory, take this into account and find a solution here. I would be willing to waive 30% of my claim for clarification. I would agree to an amicable repayment of €70!

Nein das habe ich nicht ich habe erst später gemerkt das diese zu Dama N.V gehören. Ich wäre sehr dankbar wenn cleopatra hier auch wenn nicht zwingend, auf mich und meine Spielsucht eingeht, dies berücksichtigt und hier eine Lösung findet. Ich wäre bereit zur Klärung auf 30% meiner Rückforderung zu verzichten. Mit einer einvernehmlichen Rückzahlung von 70€ wäre ich einverstanden!

Dear Lesa,

Unfortunately it does not work like that. If you did not request for the exclusion directly from the casino, they are not obligate to refund anything.

Please be sure to contact them to exclude your account and keep in mind that you have to request it in every single casino separately (depending on license).

Is there anything else we could assist you with?

No

Nein

We’ve rejected this complaint as per stated reasons above. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.