Vegasino Casino - Игрок требует возврата средств после самоисключения.

I registered on robocat5 of Rabidi N.V., and on December 5th, my request for self-exclusion was accepted. However, the company's mistake was not excluding me from all their countless platforms. Unknowingly, I registered on Vegasino, which is under the same interests as robocat5. I am requesting a refund of the money I deposited on Vegasino, but the company is disregarding me as they have not responded to the email I sent to complaints.

Είχα κάνει εγγραφή στο robocat5 της rabidi n.v., στις 5 Δεκεμβρίου έγινε δεκτό το αίτημά αυτοαποκλεισμου μου.. το λάθος όμως της εταιρείας ήταν να μην με αποκλείσει από όλες τις πλατφόρμες της που διατηρεί και είναι άπειρες,έτσι εν άγνοια μου γράφτηκα στο vegasino που είναι ιδίων συμφερόντων με την robocat5 , ζητάω ότι λεφτά έβαλα στο vegasino πισω, η εταιρεία με απαξιώνει αφού δεν έχει απαντησει στο email που είχα στείλει στα complaints

Dear poufis81,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your self-exclusion and the lack of response from the casino.

To better understand the situation and assist you in resolving this matter, could you please clarify the following:

• Did you receive any confirmation or acknowledgment of your self-exclusion request from robocat5 or Rabidi N.V. on December 5th?
• Was there any list of casinos or platforms provided where the self-exclusion would be applied?
• Have you directly contacted Vegasino's support team about this issue? If so, what was their response?
• Could you confirm the amount you deposited into Vegasino and provide any relevant communication or documentation regarding your request for a refund?

Please feel free to forward any relevant screenshots or communication to petronela.k@casino.guru to help us mediate the issue more effectively.

Your cooperation is essential for us to proceed with this case and find a resolution. Without your input, we may not be able to move forward.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Dear Petronella,

Thank you for your response and help. I would like to clarify the following points regarding my case:

Self-exclusion confirmation: On December 5th, I received confirmation from Robocat5 that my self-exclusion request was accepted. I was not given any information or list of other Rabidi NV platforms where the self-exclusion would apply.

Vegasino Operation: Despite my self-exclusion, I was able to register and deposit money on Vegasino, which is in the same interests as Robocat5. This indicates that my self-exclusion was not implemented as it should be on all Rabidi NV platforms.

Contact: I have sent multiple messages to Vegasino's complaints department ( ) without receiving any meaningful response.

Refund request: The amount I deposited at Vegasino is 3800. I am attaching screenshots of my deposits as well as the relevant emails I have sent without response.

I consider Rabidi NV responsible for its failure to implement my self-exclusion and I request a refund of the money I deposited with Vegasino.

Please keep me informed about the progress of my case and if any additional information is needed.

Thank you in advance for your cooperation.

Best regards,

I have sent you documents by email.

Αγαπητε Πετρονέλα,

Σας ευχαριστώ για την απάντησή σας και τη βοήθειά σας. Θα ήθελα να διευκρινίσω τα εξής σημεία σχετικά με την υπόθεσή μου:

Επιβεβαίωση αυτο-αποκλεισμού: Στις 5 Δεκεμβρίου, έλαβα επιβεβαίωση από το Robocat5 ότι το αίτημα αυτο-αποκλεισμού μου έγινε δεκτό. Δεν μου δόθηκε καμία πληροφορία ή λίστα με άλλες πλατφόρμες της Rabidi N.V. όπου θα εφαρμοζόταν ο αυτο-αποκλεισμός.

Λειτουργία Vegasino: Παρά τον αυτο-αποκλεισμό μου, μπόρεσα να εγγραφώ και να καταθέσω χρήματα στο Vegasino, που είναι ιδίων συμφερόντων με το Robocat5. Αυτό υποδεικνύει ότι ο αυτο-αποκλεισμός μου δεν εφαρμόστηκε όπως θα έπρεπε σε όλες τις πλατφόρμες της Rabidi N.V.

Επικοινωνία: Έχω στείλει πολλαπλά μηνύματα στο τμήμα παραπόνων του Vegasino (complaints@vegasino.com) χωρίς να λάβω καμία ουσιαστική απάντηση.

Αίτημα επιστροφής χρημάτων: Το ποσό που κατέθεσα στο Vegasino ανέρχεται σε 3800. Επισυνάπτω στιγμιότυπα οθόνης των καταθέσεών μου καθώς και τα σχετικά emails που έχω στείλει χωρίς απάντηση.

Θεωρώ ότι η Rabidi N.V. είναι υπεύθυνη για την αδυναμία της να εφαρμόσει τον αυτο-αποκλεισμό μου και ζητώ επιστροφή των χρημάτων που κατέθεσα στο Vegasino.

Παρακαλώ ενημερώστε με για την πρόοδο της υπόθεσής μου και αν χρειάζονται επιπλέον στοιχεία.

Σας ευχαριστώ εκ των προτέρων για τη συνεργασία σας.

Με εκτίμηση,

Σας έχω στείλει έγγραφα στο email

Hi poufis81,

I’m sorry for the delayed response to your complaint.

Thank you for your detailed reply and for providing the requested documents. I understand how frustrating this situation must be for you.

After reviewing the information provided, I want to address your concerns regarding your self-exclusion and the deposits made at Vegasino:

Self-Exclusion Across Platforms:

According to the terms and conditions of RoboCat Casino (link), self-exclusion applies only to the specific casino where the request was made. If you opened your Vegasino account after requesting self-exclusion at RoboCat Casino, the casino group (Rabidi N.V.) is not responsible for ensuring your exclusion from other platforms, unless explicitly stated in their policies.

Action Taken by Vegasino:

Once you informed Vegasino about your gambling issue, your account was promptly blocked to prevent further deposits or losses. While this is a critical step, it highlights that self-exclusion must be initiated individually with each casino unless a group-wide exclusion is explicitly mentioned in their terms.

Refund Request:

While I understand your request for a refund of the €3,800 deposited, it appears that Rabidi N.V. cannot be held liable under their terms for not extending the self-exclusion to Vegasino. This is because the self-exclusion process was not requested directly with Vegasino prior to your activity on their platform.

Unfortunately, given the terms and conditions outlined by the casino, and the sequence of events, it does not seem likely that we can hold Rabidi N.V. accountable for this matter.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.