Tvivlsomt ... hvis du afdækker noget, vil klagen blive afvist

Systemfejl i spillerbeskyttelse – din platform er delvist ansvarlig

Kære Casino Guru-team,

Jeg bemærker med stor bestyrtelse, at du har afvist min klage med en standardhenvisning til BetBlocker – uden at adressere den virkelige kerne i min sag: den alvorlige tilsidesættelse af spillerbeskyttelse fra flere operatører, hvis platforme du evaluerer.

Spillerbeskyttelse er ikke en valgfri tjeneste, men et grundlæggende princip forankret i lov og moral – og det var netop det, der blev groft overtrådt flere gange i mit tilfælde:

Jeg har påviseligt blokeret mig selv på grund af ludomani – alligevel blev jeg genautoriseret på relaterede sider som Bassbet, Allyspin, Supabet, RoySpins, Monsterwin, RoyalGame og andre ved hjælp af de samme data.

Supportstrukturen er identisk: de samme navne (f.eks. "Marlo"), den samme tone og nogle gange endda identiske e-mailsvar. En besked henviste mig til "Betinia.com", et casino med licens på Malta. Dette viser, at udbyderne er forbundet med hinanden – nogle af dem er svigagtige.

Jeg havde lignende oplevelser med LCS-casinoer med en MGA-licens (Malta) – der blev min selvudelukkelse også ignoreret, og nye konti blev godkendt med præcis de samme data.

Og nu nægter du at undersøge denne alvorlige sag om strukturel misbrug og beskyttelsessvigt – med henvisning til personligt ansvar og tredjepartssoftware?

Dermed overtræder du også dit eget ansvar som formidler og støtte af sikre spillestandarder.

Hvis du fortsætter med at forblive inaktiv, vil jeg offentliggøre denne sag – med skærmbilleder, beviser og et åbent brev til følgende:

EU's forbrugerbeskyttelse

MGA Malta

Curaçao eGaming

AskGamblers

Trustpilot

forskellige fora, selvhjælpsgrupper og medier

Hvis Casino Guru var neutrale, ville de prioritere spillerbeskyttelse højere end økonomiske interesser.

Jeg kræver en klar erklæring – ikke med generelle tekstblokke, men om den foreliggende sag.

Hi,

Thanks for your message. I can see you put a lot of effort into it, and I don’t doubt that the situation you describe is serious. Multiple related casinos ignoring self-exclusion isn’t some abstract risk. It happens, and it shouldn’t.

But since you brought us into this, I’d like to clarify a few things.

You say we didn’t give a clear statement on your complaint. The truth is, every complaint closed on our platform comes with a written conclusion from the person who handled it. So yes, you got a statement. You just didn’t agree with it. That’s fair, but it doesn’t mean it didn’t exist.

I’ve seen the history of your cases. Many of them lacked timely or strong enough evidence, and some were reopened more than a year later. That makes them nearly impossible to handle fairly, no matter how valid your concerns may be. On top of that, if someone repeatedly signs up at casinos that haven’t blocked them yet, even after previous self-exclusions, we still have to treat the complaint within the same framework as any other. We need a clear basis for action.

You mentioned BetBlocker, and I want to bring that back into the picture. It’s far from perfect, but it’s one of the few tools that actually help you stay out, regardless of how careless or unethical some operators might be. That matters, because if you’re fighting addiction, you can’t outsource all responsibility. You’re not powerless, but you also can’t just threaten exposure and expect that to fix anything. This has to go both ways.

If you have new, specific evidence that was missed or mishandled in a particular complaint, let me know. But please don’t confuse anger with accountability. I’m still here if you want to talk properly.

Thank you for your response.

I would like to clarify that my concerns are not based on mere emotion or "anger," but on documented facts and a clear pattern of systemic failure in player protection – and repeated violations by operators listed and promoted on your platform.

I have repeatedly self-excluded due to a diagnosed gambling addiction (ICD-10: F63.0). Despite this, I was allowed to register and deposit at related casinos using the same personal information – in some cases under the very same operator groups (e.g., NovaForge, LCS Group). This is not just a moral failure – it raises serious legal and regulatory concerns.

Your reference to tools like BetBlocker, while understandable, shifts responsibility back onto the very individuals most in need of protection. It is not up to addiction patients to defend themselves against coordinated operator networks that knowingly ignore exclusion requests. This is where player protection must take precedence over procedural technicalities.

What I expected from Casino Guru – as a platform claiming to stand for fairness and transparency – was not generic advice, but a serious investigation into a repeated pattern of abuse, involving identical support staff, reused player data, and coordinated systems across supposedly separate casinos. The failure to acknowledge this structure calls your neutrality into question.

I hereby request a full and transparent review of my case, including the shared connections between these operators and the ongoing registration of self-excluded players. I am happy to provide further medical documentation, payment proof, and support logs showing identical agent names and replies.

If you continue to ignore this matter, I reserve the right to escalate it publicly via consumer organizations, regulatory authorities, media outlets, and international forums. This case is no longer individual – it is about protecting others from the same fate.

Dette var min klage mod 9 NovaForge-casinoer, som blev afvist af jer og aldrig offentliggjort:

Kære Casino Guru-team,

Jeg kontakter jer med en hasteklage vedrørende flere online casinoer, der tilhører NovaForge Group. Disse casinoer opererer under en licens fra Anjouan Gaming Commission og har ikke givet mig tilstrækkelig spillerbeskyttelse på trods af min dokumenterede patologiske ludomani (ICD-10: F63.0) og flere anmodninger om udelukkelse.

Følgende casinoer var involveret:

Vild rødhals – € 1.292,00

Monsterwin – 71,00 €

Bassbet – 670,00 €

Pistol – 120,00 €

Royal Game – 260,00 €

Allyspin – € 564,00

Magius – 406,00 €

Supabet – €350,00

Royspins – 1.250,00 €

Kleobetra – 240,00 €

Samlede tab: € 5.223,00

Jeg har udelukket mig selv fra flere af disse platforme og har også informeret dem om min sygdom via chats og direkte e-mails. Min registrering på andre casinoer i samme operatørgruppe – med identiske oplysninger – er dog ikke blevet forhindret. Dette er en åbenlys overtrædelse af alle principper for ansvarligt spil. Når man er dybt afhængig af spil, har man ingen chance for at tænke! Man er ikke juridisk kompetent!

Svarene fra de respektive kundeserviceafdelinger er begrænset til at citere vilkår og betingelser og afvise enhver form for refusion. Der er ingen substantiel diskussion af ludomani eller misbrug af deres fælles database.

Jeg beder dig derfor om kritisk at evaluere denne adfærd og offentliggøre den, da berørte spillere som mig selv er afhængige af gennemsigtig information og støtte. Sådanne fremgangsmåder er farlige, uansvarlige og udgør en trussel mod folks sundhed.

Om nødvendigt kan jeg fremvise al dokumentation for indbetalinger, medicinsk diagnose og kommunikation med casinoerne.

og dette var dit svar på mit brev:

Tak for din klage. Vi beklager dit problem og forstår dine bekymringer. Vi må desværre meddele, at din klage ikke blev behandlet af følgende årsag:

Som en del af vores globale selvudelukkelsesinitiativ har vi indgået et partnerskab med BetBlocker, en britisk registreret velgørenhedsorganisation, der tilbyder en gratis tjeneste til støtte for mennesker over hele verden. Du kan finde mere information om vores initiativ her (https://casino.guru/global-self-exclusion-initiative) og om BetBlocker her (https://betblocker.org/). BetBlocker understøtter syv sprog og kan hurtigt og nemt installeres på flere enheder på bare to minutter. Når den er installeret, blokerer den adgangen til over 84.230 spillewebsteder og kører diskret i baggrunden. Tjenesten kan bruges anonymt og hjælper enkeltpersoner med at administrere deres adgang til spil sikkert og passende, enten ved at blokere dem helt eller ved at begrænse adgangen i sårbare perioder. Derudover indeholder BetBlocker en liste over 824 informationssider om spil. Disse websteder informerer primært brugerne om og promoverer spiltjenester. Du kan inkludere disse websteder i din blok ved at markere en boks. Hvis du har en igangværende klage over en spiludbyder, skal du dog ikke markere denne boks, da dette også vil forhindre dig i at få adgang til Casino.Gurus websted.

Vi beklager, at vi ikke kunne hjælpe dig, og vi håber, at dit problem kan løses på en anden måde.

Tak på forhånd for din forståelse.

Furthermore, I would like to emphasize that I am currently undergoing professional treatment for my gambling addiction. I have granted full financial control of my bank accounts to my children through legal power of attorney. I will not – and cannot – gamble again.

Therefore, I do not require any blocking apps or technical tools. What is needed is a systemic solution to stop the exploitation of vulnerable, addicted players – because they are the very people from whom these casinos continue to profit most. We don’t even need to discuss the legality – it has already been declared in hundreds of court rulings across Europe.

WHAT WE NEED IS STRONGER PLAYER PROTECTION AND ACCOUNTABILITY FOR THOSE RESPONSIBLE.

And I will fight – for myself, and for countless others like me.

Dieses Anliegen liegt mir am Herzen. Bitte hier unterzeichnen:

https://mein.aufstehn.at/petitions/illegale-online-casinos-in-osterreich-schliessen-suchtbekampfung-statt-profit?source=web-share-api-button&utm_source=web_share_api&share=3f34cde2-a540-43eb-a89d-a3f210c3d5ad

Hi,

Based on everything you’ve shared, we believe that continuing to participate in a forum focused on gambling is not in line with your stated goal of long-term recovery. If you are in treatment and have taken the important step of giving up financial control, then the next step should be avoiding gambling content altogether including public discussions like this one, which may unintentionally harm the progress you’re working so hard to make.

Your complaints: each one was closed with a written explanation of how it was handled. That includes the cases you now refer to again. We understand that you disagree with the outcomes, but disagreement is not a reason to continue the debate indefinitely.

I also want to clarify that we are not a regulator. We cannot impose obligations on gambling operators or force them to deal with addiction-related cases in a specific way. Within those limits, we’ve done what we could.

From this point on, we will only respond to concrete, specific questions. General accusations, repeated summaries of past cases, or demands to revisit positions we’ve already explained will not be addressed further and will be deleted instead. Everything that could be said on this matter has already been said.

We strongly encourage you to focus on environments and communities that are built specifically to support your recovery—rather than those centered on gambling.

If you feel that maintaining your forum account is no longer beneficial, we can also close it for you. Just let us know.

Thank you for your understanding. We wish you strength and clarity on your path forward.