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Hello, I would like to know if it is right that about a year ago I self-excluded from the site, yet they continue to accept recharges and let me play with another profile, but they are taking money from my credit card, which is in my name.

Salve vorrei sapere se è giusto che io circa un anno fa ho fatto la autoesclusione dal sito ma continuano ad accettare le ricariche e farmi giocare con un altro profilo ma si prendono i soldi dalla mia carta di credito intestata a me

Dear Newlinesalvo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you created a new account after you self-excluded?
• Were both accounts registered with the exact same personal details?
• Could you please clarify why you requested self-exclusion? Please forward the self-exclusion request to [email protected]. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I use a friend's account but I top up with a credit card in my name even though I requested self-exclusion because I have serious addiction problems but they allow me to top up anyway

QUso un account di un amico ma ricarico con carta di credito a nome mio nonostante ho richiesto auto esclusione perché ho gravi problemi di dipendenza ma mi permettono di ricaricare lo stesso

Anyway I checked the money paid again and it's a lot, over 10,000 euros, I've ruined myself, help

Comunque ho ricontrollato i soldi versati sono sono tantissimi oltre i 10000 euro mi sono rovinato aiuto

Thank you for your reply, Newlinesalvo. Do I understand correctly that you didn't use your own casino account to play?

Yes but they allow me to top up with my credit card in my name, and it's the one I used in the self-excluded account. I was hoping that they wouldn't let me top up with my documents and with my card anymore since I self-excluded myself with one account to top up another with my card what's the point of self-excluding myself?

Sì pero mi permettono di ricaricare con la mia carta di credito a me intestata ,ed è quella che usavo nell’account autoescluso .io speravo che non mi facessero più caricare con i miei documenti e con la mia carta visto che mi sono auto escluso con un account farne ricaricare un altro con la mia carta che senso ha autoescudermi

I must emphasize that depositing with a third party is prohibited by the vast majority of online casinos and the casino account owner must be the same as the payment method owner.

I have checked the T&Cs, and this is what I found:

Tutte le vincite sono sottoposte a controlli di sicurezza. Non sono ammesse giocate a credito. Per quanto concerne i versamenti il cliente può utilizzare esclusivamente strumenti di pagamento a lui intestati, impegnandosi – laddove richiesto dalla Società – alla trasmissione di idonea documentazione che ne attesti la titolarità.

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested.

Therefore, the casino couldn't detect it was you depositing into someone else's casino account. There is no way to block or prevent a specific payment method from depositing. While I think this situation is unfortunate, in this case, the casino didn't do anything wrong and we are unable to offer further assistance.

Perhaps you can try to get in touch with the licensing authority, as they have more options and tools to help investigate situations like this.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.