Rise of Bets Casino - Spillerens anmodning om selvudelukkelse blev ignoreret, så spilleren søger en refusion.

Dear Ladies and Gentlemen,

L.C.S Limited, Office 3, Level 2, Sterling Building Enrico Mizzi Street, TA' XBIEX, XBX 1453, Malta, has violated the conditions set by the Malta Gaming Authority regarding "Player Protection."

L.C.S Limited has been made aware of my gambling addiction multiple times. I can provide this information separately to your email address.

This notification was sent to the central email address of L.C.S Limited (info@lcsltdeu.com). This means that not only have the individual sites been informed about the gambling addiction, but the central entity of the entire organization, L.C.S Limited, has been notified as well. As a result of this awareness, L.C.S Limited should not have allowed any further activities from me, irrespective of the website. All gambling activities should have been entirely prevented.

I quote the Malta Gaming Authority and a significant part of the licensing conditions: "If multiple brands are operated under separate registrations, the operator must ensure the exclusion request applies to all brands. A self-exclusion request must be applicable to all operated brands if there are sufficient indications that the player may have issues with gambling. During a self-exclusion period, players must not access gaming services, but they may not be prevented from withdrawing funds."

Please note the following additional guidelines:

"Operators must have effective and regularly updated policies and procedures to promote responsible gambling. These should consider the products offered and any associated risks. Such policies must include a variety of measures to detect and identify problem gambling, and any actions or behavior that indicates that a player is at risk of developing gambling problems.

When concerning behavior is identified, the operator is obligated to take effective steps to address this, and to prevent the exacerbation of existing or developing problems. Operators must retain evidence that the relevant policies and procedures were followed, and a record of any investigations conducted, the decisions made, and any responsible gaming player interactions undertaken."

On Riseofbets.com, I registered with the same personal details (email, date of birth, name, etc.) that had already been reported to L.C.S Limited multiple times for self-exclusion (see separate email, which I am willing to send). Therefore, it is incomprehensible why I was allowed to be active on Riseofbets.com.

Given that L.C.S Limited has disregarded my self-exclusion multiple times, it appears to be intentionally ignoring it.

This would appear to be a deliberate act, which exacerbates the allegations against Riseofbets.com and L.C.S Limited and could even constitute a criminal offense.

Due to the fact that in the past, the central email address of L.C.S Limited (info@lcsltdeu.com) was contacted regarding my gambling addiction and desire for exclusion, all activities on the Riseofbets.com website are invalid.

I request the immediate cancellation of all transactions on Riseofbets.com. The email (separate email) proves that I had requested a permanent self-exclusion from the central body of L.C.S Limited before registering on Riseofbets.com.

I ask for your support in demanding repayment of the losses amounting to 2,350 Euros.

Best regards,

Sehr geehrte Damen und Herren,

die L.C.S Limited, Office 3, Level 2, Sterling Building Enrico Mizzi Street, TA' XBIEX, XBX 1453, Malta hat gegen die Auflagen des Lizenzgebers Malta Gaming Authority bezüglich der "Player Protection" verstoßen.

Die L.C.S Limited hat mehrfach Kenntnis von meiner Spielsucht erhalten. Dieses Schreiben lasse ich Ihnen gerne separat an Ihre E-Mail-Adresse zukommen.

Dieses Schreiben ging an die zentrale E-Mail-Adresse der L.C.S Limited (info@lcsltdeu.com). Damit wurden nicht nur die einzelnen Seiten über die Spielsucht informiert, sondern auch die zentrale Stelle des Gesamtunternehmens L.C.S Limited. Aufgrund dieser Kenntnisnahme hätte die L.C.S Limited keine weiteren Aktivitäten von mir dulden dürfen unabhängig der Webseite. Spielaktivitäten hätten komplett verhindert werden müssen.

Ich zitiere die Malta Gaming Authority und einen wesentlichen Bestandteil der Lizenzauflagen "Werden mehrere Marken mit separater Registrierung betrieben, muss der Betreiber prüfen, ob der Ausschlussantrag für alle Marken gilt. Ein Antrag auf Selbstausschluss muss für alle betriebenen Marken gelten, wenn ausreichende Hinweise darauf vorliegen, dass der Spieler möglicherweise Probleme mit Glücksspielen hat. Während eines Selbstausschlusses dürfen Spieler nicht auf Spieldienste zugreifen, Spieler dürfen jedoch nicht daran gehindert werden, Geld abzuheben."

Bitte beachten Sie zusätzliche folgende Richtlinien:

"Operators must have effective and regularly updated policies and procedures to promote responsible gambling. These shall factor in the products offered, and any emanating risks. Such policies shall include a variety of measures to detect and identify problem gambling, and any actions or behaviour that indicates that a player is at risk of developing gambling problems.

When concerning behaviour is identified, the operator is obligated to take effective steps to address this, and to prevent exacerbation of existing or developing problems. Operators must retain evidence that the relevant policies and procedures were followed, and a record of any investigations conducted, the decisions taken, and any responsible gaming player interactions conducted."

Bei Riseofbets.com habe ich mich mit den identischen persönlichen Daten (E-Mail, Geburtsdatum, Name, etc.) angemeldet, welche der L.C.S Limited bereits mehrfach zum Selbstausschluss gemeldet wurden (siehe separate E-Mail, welche ich Ihnen gerne zusenden kann). Daher ist es nicht verständlich, warum ich auf Riseofbets.com aktiv spielen durfte.

Da die L.C.S Limited schon mehrfach mein Selbstausschluss missachtet hat, sieht es danach aus, dass es absichtlich ignoriert wird.

Damit würde ein Vorsatz vorliegen, was den Vorwurf gegen Riseofbets.com bzw. die L.C.S Limited erschwert und sogar einen Straftatbestand darstellt.

Aufgrund der Tatsache, dass in der Vergangenheit die zentrale E-Mail-Adresse der L.C.S Limited (info@lcsltdeu.com) mit der Spielsucht und dem Wunsch nach Spielausschluss von mir angeschrieben wurde, sind alle Aktivitäten auf der Webseite von Riseofbets.com ungültig.

Ich fordere die sofortige Rückabwicklung aller Transaktionen auf Riseofbets.com. Die E-Mail (separate E-Mail) beweist, dass ich bei der zentralen Stelle der L.C.S Limited in der Vergangenheit und vor der Anmeldung auf Riseofbets.com einen permanenten Selbstausschluss beantragt habe.

Ich bitte um Unterstützung bei der Aufforderung zur Rückzahlung der Verluste in Höhe von 2.350 Euro

Viele Grüße

Dear KKK2023,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Based on the rules of the MGA license, players' accounts would be suspended across the entire platform if the reason for the self-exclusion was gambling addiction.

"(4) Any exclusion implemented in terms of this article shall be offered:

…

(b) Across all the means by which the B2C licensee provides its services, and, optionally, but not alternatively to the latter, across one or more websites and, or one or more remote means.

…

Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee"

Could you please send me the email requesting self-exclusion from the casinos operating under L.C.S Limited? If you requested to be self-excluded from any specific casinos from this group, please forward me these email requests as well. My email address is veronika.l@casino.guru.

Have you informed Rise of Bets about your addiction and requested to be self-excluded from this casino as well?

Could you please confirm if you passed the full KYC verification?

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

Veronika

Hello,

the email with the requested documents was sent to veronika.l@casino.guru Posted.

Best regards

Hallo,

die E-Mail mit den geforderten Dokumenten wurde an veronika.l@casino.guru gesendet.

Viele Grüße

Thank you for your emails. However, you have not provided me with any self-exclusion requests that you sent directly to any of the casinos belonging to LCS Limited. Please understand that we are only able to assist players with refunds of their lost deposits when we have solid evidence of a permanent self-exclusion request due to gambling problems that has not been honored by the casino. Do you have any emails or chat transcripts with customer support of any of the casinos belonging to LCS Limited?

I don't understand the objection. I sent proof.

A copy of my email dated 29.06.2024, which was sent to support@riseofbets.com and info@lcsltdeu.com went. Information was provided here about gambling addiction. So you have proof.

Best regards

Ich verstehe den Einwand nicht. Ich habe doch einen Nachweis geschickt.

Eine Kopie von meiner E-Mail vom 29.06.2024, welche an support@riseofbets.com und info@lcsltdeu.com ging. Hier wurde über die Spielsucht informiert. Damit haben Sie doch den Nachweis.

Viele Grüße

When you sent your email to L.C.S Limited back in December 2023, did you receive any response?

Are you self-excluded due to gambling addiction in any other of their brands?

Good day,

Please check your email inbox. I have sent you an email with the requested documents.

Best regards

Guten Tag,

bitte schauen Sie in Ihrem E-Mail-Postfach nach. Ich habe Ihnen eine E-Mail mit den gewünschten Dokumente gesendet.

Viele Grüße

Thank you for your email. Did you receive a reply from any of the casinos from the L.C.S Limited you contacted with your self-exclusion request?

Yes, I have just sent this to you.

Best regards

Ja, diese habe ich Ihnen soeben zugesendet.

Viele Grüße

Thank you very much, KKK2023, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear KKK2023,

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good day, the matter with the casino has now been resolved. The dispute can be closed.

Thank you.

Guten Tag, die Angelegenheit mit dem Casino konnte inzwischen geklärt werden. Der Streitfall kann geschlossen werden.

Vielen Dank.

Dear KKK2023,

I’m thrilled to hear that everything is sorted out. I’ll go ahead and mark your complaint as 'resolved' in our system. Thank you for your patience and cooperation during this process. I’m glad we could help, and remember, if you face any more issues with this or any other casino, don’t hesitate to reach out. We’re always here to support you. 

Since our services are completely free, I’d really appreciate it if you could share your experience with us on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. Your feedback and suggestions would mean a lot and could help others who might need our assistance. 

Thank you in advance for your time. 

Kind regards, Jozef