GoGo Casino - Spillerens selvudelukkelse mislykkedes.

Hello

I have banned myself from LeoVegas in 2013 due to gambling addiction.

Since then, I have sent about 20 emails before 2019 and about 25 after 2019. So both under the MGA and SGA license and told about

my problems. I have even sent a medical certificate certifying my gambling addiction.

I have also received confirmation that I am permanently blocked within the Leovegas Group. Despite all this, on 223-05-05 I was able to open an account at GogoCasino with my Bankid.

Tried to resolve it with them but they don't think they made a mistake..

Hej

Jag har stängt av mig själv på LeoVegas 2013 pga spelmissbruk.

Har sedan dess skickat ca 20st mail innan 2019 och ca 25st eft 2019. Alltså både under MGA o SGA licensen och berättat om

mina problem. Har t o m skickat ett läkarintyg som intygar mitt spelmissbruk.

Har även fått bekräftat att jag är permanent spärrad inom Leovegas koncernen. Trots allt detta kunde jag 223-05-05 öppna upp ett konto på GogoCasino med mitt Bankid.

Har försökt lösa det med dom men dom anser inte att dom gjort fel..

Dear Colin09,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GoGo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly that you were able to deposit with your BankID on the 5th of May 2023?

Could you please advise if your account in GoGo Casino is currently blocked?

Could you please explain what the GoGo Casino says about the situation?

Did you request a refund of your deposits from the casino? With what result?

Please share your communication with GoGo casino here or alternatively send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

have sent info via email😊

Hej

har skickat infon via mail😊

Thank you for your email.

In your email you mentioned the casino didn't block you as you didn't register with your social security number.

Do you have communication from the casino about this you might share with us?

Do I understand correctly you were able to deposit in GoGo Casino using BankID which is associated with your social security number?

I'll await your reply.

Hello

I have never said that?

I have sent all the information to Leovegas, passport etc. so they have my details.

and as I wrote, I registered with BankId at GogoCasino.

Hej

Det har jag aldrig sagt?

jag har skickat all info till Leovegas, pass mm så dom har mina uppgifter.

och som jag skrev så reggade jag mig med BankId på GogoCasino.

Thank you for your reply.

in my last reply I paraphrased your assertion the casino was not able to block you since you didn't use your personal number to register your account.

I was referring to your mail from the 8th May:

"Hello

Just chatted with Felicia for a while about how I managed to open an account at Gogo casino despite being blocked at Leo Vegas for a long time.

Got a reply that I hadn't registered with my social security number and therefore you couldn't block me. This is bullshit as I sent this information to Leo Vegas (see attached)

In addition, this has sent over 20 emails since 2019, so if you failed to block me, you have committed misconduct."

Could you please send me the communication from the casino so we can be sure of how exactly the casino worded its justification to deny your request for a refund?

I apologize if there is any translation error in my reply to you and if the context of my message changed as a result.

Thanks for your reply.

in my last reply I paraphrased your assertion the casino was not able to block you since you didn't use your personal number to register your account.

I was referring to your mail from the 8th May:

"Hej

Har precis chattat med Felicia en längre stund om att jag lyckats öppna ett konto på Gogo casino trots att jag varit blockad på Leo Vegas sen länge.

Fick svar om att jag inte hade registrerat mig med mitt personnummer o därför kunde ni inte spärra mig. Detta är ju skitsnack då jag skickat denna infon till Leo Vegas (se bifogat)

Har dessutom detta skickat över 20mail sen 2019 så om ni missat att blocka mig så har ni begått tjänstefel."

Could you please send me the communication from the casino so we can be sure of how exactly the casino worded its justification to deny your request for a refund?

I apologize if there is any translation error in my reply to you and if the context of my message changed as a result.

Have forwarded the only email I received from Gogocasino to you. Haven't received any explanation as to why I don't get a refund though.

The second is from a chat with Leovegas but I don't have it.

on the other hand, Leovegas knows 100% about my problems. Will send you some mail that they have received since before.

when I opened my account at Gogocasino it was with BankId.

Har vidarebefodrat det enda mailet jag fått av Gogocasino till dig. Inte fått nån förklaring till varför jag inte får refund dock.

Det andra är från en chat med Leovegas men den har inte jag.

däremot vet Leovegas till 100% om mina problem. Kommer skicka lite mail till dig som dom har fått sen tidigare.

när jag öppnade mitt konto på Gogocasino så va det med BankId.

Tried to send some emails but they boknce back?

i attach some info here.

Attaching a little more here.

Bifogar lite mer här.

have had a case against them before without success and am attaching a response here. Does this prove even more that they knew about my problems?

har haft ärende emot dom innan utan framgång och bifogar här ett svar. Detta bevisar ju ännu mer att dom visste om mina problem?

I am sorry but you haven't sent any chat transcript you had with Felicia from Gogo Casino specifically. Would you be able to provide it?

I'll await your reply.

Hello

I don't have that conversation when it was a chat? Also do not understand why it is relevant in this?

I have managed to open an account with my bankId (only way to open accounts these days in Sweden).

and you have received the evidence that LeoVegas has known about my problems and blocked me.

Hej

jag har inte den konversationen då det va en chat? Förstår inte heller varför den är relevant i detta?

Jag har lyckats öppna ett konto med mitt bankId (enda sättet att öppna konton nuförtiden i Sverige).

och du har ju fått bevisen om att LeoVegas har vetat om mina problem samt spärrat mig.

Have forwarded some emails to you😊

Har vidarebefodrat några emails till dig😊

Since the complaint is for the deposits you made to GoGo Casino, we wanted to know as precisely as possible what the justifications of the casino are for not refunding you. I'll await your reply.

I have only received one reply from them and I have sent it to you. Don't have anything else unfortunately. So haven't received any real explanation from them...

Har bara fått ett svar ifrån dom o det har jag skickat till dig. Har inget annat tyvärr. Så har inte fått nån riktig förklaring från dom…

Sent email again.

Har skickat mail igen.

Thank you very much, Colin09, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Colin09,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Colin09

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@gogocasino.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hello

have sent an email to support@gogocasino.com now.

Hej

har skickat ett mail till support@gogocasino.com nu.

Dear Colin09,

please, is there any new info about the situation?

Hello

no, sent info to Gogocasino as you requested but after that I haven't heard anything from them....

Hej

nej, skickade info till Gogocasino som du efterfrågade men efter det har jag inget hört från dom….

Dear Colin09

Thank you for contacting us.

We are sorry but if you raised the case previously with us and you already received an answer, we are not changing anything.

Please, can you provide our final response?

Thank you and have a great day!

You don't even know what your final answer is, do you?

you should be able to see quite easily.

but I'll include this then…

however, I have not received an explanation from you why I have been able to open an account with you despite the fact that I am permanently suspended from Leovegas due to gambling abuse and that you share the same license and according to the Swedish Gaming Act, a player must be suspended over the entire license...

Vet du inte ens vilket ert slutgiltliga svar va?

borde du väl kunna se ganska enkelt.

men jag lägger det här med då…

har dock inte fått en förklaring ifrån er varför jag har kunnat öppna ett konto hos er trots att jag är avstängd permanent på Leovegas pga spelmissbruk och att ni delar samma licens och enligt den svenska spellagen ska en spelare stängas av över hela licensen…

Here is the first response I received:

Här kommer det första svaret jag fick:

Also sent these now to support@gogocasino.com and wrote FAQ COMPLAINTS TEAM in the subject line.

in case you can't see here.

As you can see Josef, there is no interest for them to even try to find a solution.

they break the Swedish gaming law but don't think they did anything wrong.

if it's not even enough for me as a player to send an email or medical certificate about my gambling problems for them to block me, I don't know how to protect myself.

for me it is NOT responsible gambling anyway!

If I receive a confirmation that I am permanently suspended, I of course trust that it is correct.

there is nothing in their answer to justify their conduct in this. And that they can't even admit their flaws or mistakes scares me for the sake of other players.

Har även skickat dessa nu till support@gogocasino.com och skrivit FAQ COMPLAINTS TEAM i ämnesraden.

ifall du inte kan se här.

Som du ser Josef så finns inget intresse för dom att ens försöka hitta en lösning.

dom bryter emot den svenska spellagen men tycker inte gjort fel.

om det inte ens räcker att jag som spelare skickar mail o läkarintyg om mina spelproblem för att dom ska spärra mig så vet jag inte hur man ska kunna skydda sig.

för mig är det INTE ansvarsfullt spelande iaf!

Får jag en bekräftelse på att jag är permanent avstängd så litar jag såklart på att den stämmer.

finns inget i deras svar som försvarar deras beteende i detta. Och att dom inte ens kan erkänna sina brister o fel skrämmer mig för andra spelares skull.

Dear Colin09

Thank you for contacting us.

As explained here earlier, what we cannot do over here is provide personal details due to GDPR and that is why we asked you to provide the final response yourself.

As per the screenshots you provide, we have already given a final response. So, please @Jozef this is not a channel to challenge the final decisions. If a case has been already handled by the operator there is an official way to keep claiming which is ARN for Sweden.

This has been explained to the customer as per the screenshots. However, he keeps claiming we have not provided a final response. This is far from reality as proven by himself.

Unfortunately, if the customer does not like a final response from the operator, this is not a reason to surpass the official procedure which is raising the case to ARN.

This is why we kindly ask you guys to close the case and advise him about the alternative dispute resolution body.

Thank you and have a great day!

I'm turning here because you don't seem to know the Swedish gambling law and ask me to turn to ARN, who you know takes up to 6 months to resolve these matters and even if they think you've made a mistake, it doesn't force you to follow their advice and recommendations.

I would have rather solved this with you, but you have no interest whatsoever in it and, as I said, it seems that you neither can nor want to follow the Swedish gaming law....

Jag vänder mig hit eftersom ni inte verkar kunna den svenska spellagen och ber mig vända mig till ARN som ni vet tar upp till 6mån på sig att lösa dessa ämnen och även om dom anser att ni gjort fel så tvingar det er inte att följa deras råd och rekommendationer.

Jag hade hellre löst detta med er men ni har ju inget som helst intresse för det och som sagt så verkar det ju som att ni varken kan lr vill följa den svenska spellagen….

Dear Colin09

Thank you for contacting us.

Whenever a customer is referred to the ADR, the operator will not keep replying about the same matter.

Please, Jozef we kindly ask you to close this case as the customer has received a final response and has been referred to ARN.

Thank you and have a great day!

I asked you Josef NOT to close this case as they obviously want you to do so so that no one will see how they treat their players and do not follow the Swedish Gambling Act.

I want everyone to see this until they have made it right for themselves.

i want everyone to see that they don't take responsible gambling as seriously as they brag about on their pages.

And of course that they choose not to follow the Swedish gambling law.

All the evidence is here that I should have been blocked, so I honestly don't understand how they can ignore it?

Jag bet dig Josef att INTE stänga detta ärende då dom självklart vill att ni gör det för att ingen ska se hur dom behandlar sina spelare och inte följer den svenska spellagen.

Jag vill att alla ska se detta tills dom har gjort rätt för sig.

jag vill att alla ska se att dom inte tar ansvarsfullt spelande på allvar som dom skryter om på sina sidor.

Och såklart att dom väljer att inte följa den svenska spellagen.

All bevisning finns ju här om att jag ska ha varit spärrad så förstår helt ärligt inte hur dom kan bortse från det?

Dear Colin09,

Could you please confirm whether you have contacted the ADR or the licensing authority of the casino?

I have contacted their ADR now yes. Gotta find a solution to this.

Jag har kontakta deras ADR nu ja. Måste få en lösning på detta ju.

Thank you for providing this information. Unfortunately, as you have already contacted ADR, we cannot intervene in their resolution process. Consequently, I have no choice but to close this case until their investigation is completed. Please keep us informed of their decision.

Best regards, Jozef

Dear Colin09,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Hello

It is still unresolved. It usually takes a long time before they give notice.

I'll get back to you as soon as I hear back.

Jimmy

Hej

Det ligger fortfarande olöst. Brukar ta lång tid innan dom ger besked.

återkopplar så fort jag fått besked.

Jimmie

Hello Jimmy,

thank you for the update.

Kind regards, Jozef

Dear Colin09,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello

sorry for the late reply.

The case is still pending with that authority (ARN).

pending decision so should come soon.

Hej

ursäkta för sent svar.

Ärendet ligger fortfarande kvar hos den myndigheten (ARN).

ligger för beslut så bör komma snart.

Thank you for the update. Please inform me when you receive the decision. You can contact me at jozef.k@casino.guru.

I am closing the case for now.

Dear Colin09,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello

It is settled in the Casino's favor.

They did not consider that I could prove that the casino knew about my gambling addiction.

Despite submitting all the emails I sent to LeoVegas….

Hej

Det är avgjort till Casinots fördel.

Dom ansåg inte att jag kunde bevisa att casinot visste om att jag va spelberoende.

Trots att jag skickade in alla mail som jag skickat till LeoVegas….

Dear Colin09,

thank you for the information. I am closing the case accordingly.

Kind regards, Jozef