CasinoCasino— player complaints: 13 in English

- I was only allowed to play from Amantic since all the other games became blocked when I got a pop up that I was a high risk customer. - I have previouly blocked my account since I am a gambling addict. - The casino with a MGA licence is illegal for Danish players despite the support meant ottherwise.

The initial casino i’m referring to is CasinoCasino.com, the second one is YetiCasino.com The screenshots from the chat with their support (CasinoCasino.com) pretty much sums it all up. The day before today, I kindly requested my access to be completely excluded on all their platforms. They confirmed that my current log-in credentials were indeed permanently excluded from ALL their sites - and so was my payment method, allegedly. So far, it seemed well and I hoped not to try and relapse, however now I have tried to do my job in order to make it almost impossible to do so by requesting a complete self-exlusion actoss all their sites. I thought.. Just 18 hours later, I relapse and can easily access their other site, YetiCasino.com, where I end up losing some money. The day after I manager to create 2 further new accounts on Nobonuscasino.com (5500 NOK) and Allbritishcasino.com (300£) where I lose even more money. This is against gambling laws and regulations and I want you to make sure that this site actually follows the rules and excludes me as promised, which includes full exclusion on all their sites (also preventing me from using the very same log-in credentials to create a new account on one of their other platforms) as well as rightfully compensating me the money I lost after they promised to exclude me from all their platforms, as I informed them about my gambling addiction. They have denied compensation, which I can’t believe. Lastly, let me make it very clear that I managed to register with: - Same name - Same e-mail - Same address - Same payment method Such breach can’t be tolerated. I hope you will help me close this case fairly, so I can finally put an end to this terrible addiction which “L & L Europe”, who owns all these companies, aren’t helping me doing as they should at the moment. Thanks in advance. Best regards, ▇▇▇▇▇▇▇▇▇▇▇▇

Hi my name is ▇▇▇▇▇▇▇▇▇▇▇▇ I had an account with Casinocasino I had been verified and was able to make deposits and play on the site I had won up to around £42000 with a lifetime deposits of roughly £3000 (no issue with deposits) as soon as I come to make a withdrawal all information ID and proof of payment card etc was required. I then provided everything they asked for correctly. They proceeded to then close the account refund all I had deposited and withhold the winnings of 42000 the fact they refunded the deposits is a sign of guilt. The card used to gamble was linked via Apple Pay to my phone and shared with my partner who lives at the same address again this was all proved and had no issue when making deposits. I have copies of the money in the account and all the winnings and proof of emails sent to confirm identity and documents and payment card proof. all evidence will be on the account which I can no longer access but I know will still exist due to GDPR. This is the only way to find out the full amount withheld and amount deposited I have attached screen shots of some transactions that took place including a £500 withdrawal they actually accepted. Thankyou. ▇▇▇▇▇▇

While on a cruise holiday in the Carribean I used Casino Casino for sports betting and won just over £600. When I tried to withdraw they confiscated my winnings and just returned my initial deposit because I had used a VPN some of the time when playing. It turns out that using a VPN is against their Ts & Cs (does anyone really read those details?). But obviously the reason for those terms is to protect them from people trying to hide their identity or gamble from a location outside the license of the casino. Neither of those is true in my case. All the places I travelled to were covered by the casino's operating license. I simply used a VPN so I could use the ship's wifi rather than pay ridiculous roaming fees. My location was no secret as whenever I could I used local wifi in the countries I was in and occasionally used 4G in the countries where roaming was included in my plan. I explained this to the casino but they weren't interested - it was a great excuse for them to avoid paying out my winnings. I don't expect this complaint will result in anything other than a “you should have read the Ts&Cs” response. But perhaps it will serve as a warning to others that even if you use a VPN for completely legitimate reasons, casinos like Casino Casino (or others in the L&L Europe group) will jump on any excuse to withhold your winnings. It also brings up a very important point. They could have easily prevented me using their site through a VPN (Bet365 and other gambling sites do this). Or they could simply have alerted me at any point that they had detected me using a VPN and warned me off. But instead, they didn't check for VPN usage until I asked to make a withdrawal and it was only at that point that they ran the check and told me it wasn't allowed. This means that had I lost instead of won (and therefore not needed to withdraw) they would have happily taken all my money. This actually allows them to breach the terms of their license by accepting players from outside their license who use a VPN and keep their money if they lose - but magically discover the use of a VPN if they win - so it's no risk to them. Very suspicious - I'm sure they know this is going on. If it's against your Ts&Cs to use a VPN it should be blocked or altered immediately - not only if the player wins. Anyway, as I say I have no doubt this will all just be dismissed so let it serve as a warning that casinos aren't interested in fairness or the spirit of their Ts&Cs - only for any excuse to withhold your profits.

Hello,I have a problem with the withdrawal of my winnings because I did not read the contract during registration and I made a deposit from a third party. I understand that I have broken the regulations. but if they accepted my deposit,I think they should pay me my winnings and then block the account,but they took information from me and said they will not give me my money back because I made the payment from another account. Can you do anything to help me get my money back for winning?

The complaint is actually with Casinocasino but they part of AllBritish group are my reference is GLR-ZZFTC-811. After having my account fully verified a couple of successful withdrawals I made another deposit of 100 euros and won just over 3000 euros. This issue remains unresolved after 3 weeks and their compliant team did nothing other than parrot what I had been told previously. I went to withdraw as before they asked for an internet bill which I provided by PDF the casino still refused to pay out and want a video of me logging into my broadband account and downloading the very same bill I have already sent in. I think this is a ridiculous request and an invasion of my privacy and a breach of data protection I am fully resigned to the fact they will never pay me out but I want to complain anyway. I feel even if I sent the video they would just find another excuse not to pay out employing further underhand tactics.

In 2016 i made an account at casinocasino.com. I verified my account and made my first deposit. Only problem was that i could not play any slot since everything was restricted. I talked to the agent and i was told that they changed the country to Malta, in order to be able to play. Please be aware that all my deposits were played using Malta as a country. Apparently, i was restricted from playing any slots here. I was told that in 2018 the system was updated and now i could play any slot i wanted. Well here is the problem. Eventhough casinocasino.com states that accepts players from my residence, there is no way it can be done since my country's gambling commission has an automated blacklist message everytime a customer from my country is attempting to enter this casino. Apparently, i was country resticted and i want a refund for my deposits.

Dear staff They only allow 1 withdrawal at a time. Meaning I had 270 GBP and wished to withdraw and stop playing for the day, as I'd reached my limit. I already had a 200 GBP withdrawal pending, so they would not let me withdraw the 270 GBP in my account. I've never seen any other casino with this policy. I feel it is a morally questionable policy designed to replace the 'reverse withdrawal' action which is now banned in the UK. Their one withdrawal policy encourages players to keep gambling, rather than withdraw when they feel they've played enough for the day. I went on to bet and lose the money I had intended to withdraw. At the very least, players should be made aware of the policy before signing up.

Hi, My complaint is that I feel casino casino did not follow a duty of care. I deposited week in week out and lost over 920 euro. I am a problem gambler and during a particular session I was staking up to 60 euros per spin. I was not once contacted by this casino to see if I was OK to do this. I do not feel that this was responsible of the casino. When I asked if they contact customers they said "yes we do but you did not meet the threshold to be contacted" I feel that staking up to 60e per spin should mean being contacted. Also, when I contacted the live chat to discuss this they actually gave out account information about my account without completing data protection checks to do this. I feel that this casino were irresponsible by not contacting me directly to see if I was OK. I am hoping this can be resolved at this level as the casino did not provide much barring generic responses. If you require any information from me regarding the data protection breach I can provide this. Or any other questions I am happy to answer in helping to resolve this issue. Regardless of the outcome, I appreciate the help.

I gave my citizen card which is a national id and also gave my health card. The people who are operating the site are purposely stalling or delaying initially they said they accept health card insurance as well which i gave in as a id. I don't know what going on with this site i simply came on the site because of the rating but i learned a huge lesson. Also keep in mind i am withdrawing and depositing with the same payment method e-transfer so the verification process should go smooth.

So I signed up to casinocasino after reading positive reviews on The Pogg and seeing they came with a deposit guarantee . I set my account up on the 20.8.2019 and deposited. During my time at casinocasino I was sent an email telling me both my Driving License and my utility bill had both been checked and verified and my account had passed the KYC checks. I deposited a total of £425, played the slots and unfortunately lost my deposits which is 100% my own fault and I take full responsibility for . After looking around the site some more thinking weather to make a small deposit again I noticed the Gamstop logo on the bottom of there page . As a gambler I signed up to Gamstop nearly 2 years ago now But somehow despite being part of this service I was still able to deposit on casinocasino. They checked all my details on my driving license so how were these deposits able to of been made ?! I contacted customer service asking for me account to be excluded straight away and explained my situation. Because my email Adress was different to the one on my Gamstop they weren’t interested at all in my complaint. They still checked all my documents , verified my account after waiting 24 hours ?! As I signed up via the pogg and have seen a deposit guarantee please could you investigate? Kind regards

Wow 2 complaints i 1 day. I dont know if there is anything that can be done but here is what happened. I registered with the casino and read the welcome bonus terms that max bet is 5.00. I played on the game butterfly staxx after 3 spins of 1.00 my money was gone went to chat and i guess i was playing a 20.00 bet, i took ownership of the mistake and asked if there was anything they could do to help me back out of an obvious mistake the guy kept saying that i played and didnt win so its a game of luck and i didnt win, if i had won then it would be breaching the terms, so i get that happened and it was obviously a mistake all i asked was if there was anything they could help me out with and he just kept saying the same thing I asked for a supervisor because I was so flustered he was not listening to what i was typing and just kept saying I agreed to the terms, what happened to customer service where we try and work with a customer or at least in Canada thats how we work I have never been dismissed like this before and cant understand how a casino making millions of dollars would not be able to even offer me another bonus at the least but just keeps shooting me down saying the same thing over and over. gotta say Iam pretty disgusted with how customers are treated through these casinos and especially when they dont even listen to what you are asking

Hi! I am emailing you in regards to what I have found to be an unethical responsible gambling policy by L&L Europe Ltd group. I felt you may be interested in the practices by which this group handles their self-exclusion requests as it appears to be highly rated on your website. Perhaps you may want to look into this and reconsider the creditability of the group. I had made 2 separate self-exclusion requests on Yako and Fun casino on the same day through their responsible gaming tools (both for a period of a year) as I am a problem gambler. I was able to make deposits at 2 other sister sites (casinocasino anf yeti casino) after these exclusions and after an extensive back and fourth email conversations with the CEO, I have been assured that they were under no obligation to process my self-exclusions across their brands as I did not specifically contact them at the time to inform them about my gambling problems, thus they had "no way of knowing" I was a problem gambler. All the groups websites specifically explain the purpose of self-exclusion on the website before the player clicks the "self-exclusion" button. This makes it highly misleading for the problem gambler as they believe they are indeed submitting a standard self-exclusion request, intended for player protection, not just an account closure as this is separate on the website. The CEO has assured me that he disagrees that these requests should be assumed to be due to probelm gambling issues thus should only apply to that account only (as a standard account closure). This is a statement made by the CEO in regards to my self-exclusions: "I am however disagreeing with your proposition that all gambling companies should assume that all self-exclusions imply gambling addiction." I have not come across this before and thought I'd bring it to your attention if now, or in the future, you wish to review this particular way of practice from the company. My main concern is the attitude of the CEO towards responsible gambling which is highly alarming. Best regards