EpicStar-refusion

Jeg indgiver denne klage i forbindelse med EpicStars grove overtrædelse af den internationale politik for ansvarligt spil, ignorering af officielle anmodninger og uetisk adfærd fra supportteamets side.

Tidslinje for begivenheder:

Registrering og tab: Jeg registrerede mig på EpicStar-platformen den 13. august 2026. Mellem 13. august og 7. september 2026 beløb mine samlede tab sig til 1.286,80 USD, hvilket havde en kritisk indflydelse på min økonomiske og psykologiske tilstand.

Anmodning om selvudelukkelse (27. august): Da jeg indså, at jeg var ved at udvikle en alvorlig ludomani, sendte jeg en formel e-mail til EpicStar support den 27. august 2026, hvori jeg anmodede om, at min konto øjeblikkeligt og permanent blev suspenderet på grund af ludomani.

E-mail ignoreret: Kundesupport ignorerede fuldstændigt min e-mail fra den 27. august og ignorerer fortsat den officielle kommunikationskanal den dag i dag.

Chatmisbrug og provokation: Da jeg forsøgte at løse problemet via online chat, nægtede operatøren at refundere mine penge, og i stedet for øjeblikkeligt at blokere min konto som spiller med en dokumenteret afhængighed, begyndte de aktivt at presse mig til at fortsætte med at spille. Operatøren skrev bogstaveligt talt: "Prøv andre spilleautomater ... du vil helt sikkert være heldig i nogle af dem. Giv ikke op, og du vil helt sikkert være heldig!"

Overtrædelsens essens:

Ifølge generelt accepterede standarder i spilindustrien er operatører forpligtet til øjeblikkeligt at begrænse adgangen til en konto ved det første tegn på ludomani. At nægte at blokere en konto eller direkte opfordre en spiller, der har rapporteret et problem, til at fortsætte med at spille ("prøv andre spilleautomater") skader direkte klienten og udnytter deres sårbare tilstand.

Mine krav:

Permanent udelukkelse: Fuldstændig og permanent sletning/lukning af min konto uden ret til gendannelse.

Refusion af indbetalinger: En fuld eller delvis refusion af 1.286,80 USD indbetalt på platformen i den angivne periode på grund af operatørens manglende opfyldelse af sine forpligtelser til at beskytte spillere mod ludomani.

The August 27 email is the key point in this situation.

If, as you describe, you clearly asked EpicStar to permanently block your account and explicitly stated that the reason was gambling addiction, then that communication is very important. If the account remained available afterwards and you were still able to deposit and play, that is something worth examining as a responsible gambling case.

The live-chat message you quoted would also be relevant if it was sent after you had already clearly disclosed your gambling problem. Encouraging someone to try other games after such a disclosure would obviously raise questions, so please keep the full chat rather than only that individual sentence.

There is one important distinction regarding the $1,286.80 you're requesting back, though. Your self-exclusion request was made on August 27, while you say you had already been playing and losing money since August 13. We generally wouldn't consider losses that happened before the casino was informed about the gambling problem as refundable simply because a self-exclusion request was made later.

What would be particularly relevant are any deposits and losses that occurred after the casino received your clear gambling-addiction/self-exclusion request on August 27, if the account remained active despite that request.

I think this is suitable for our complaint team to examine. When submitting the complaint, include the original August 27 email with its timestamp, the complete live-chat conversation, and a transaction history showing exactly which deposits were made before and after the self-exclusion request.

I would also make the post-August 27 amount clear separately rather than claiming the entire amount lost since registration on responsible-gambling grounds. Our team can then assess the actual timeline and what happened after EpicStar was informed.