Skol Casino - プレイヤーのアカウントは自己排除に対して再開されました。

Hi everyone,

I want to share my experience with Skol Casino (operated by White Hat Gaming Ltd) and see if anyone has faced similar issues or can offer advice.

I self-excluded from Skol Casino on May 31, 2024.

Despite this, support manually reopened my account before the exclusion expired on my behalf, violating responsible gambling policies.

I have GDPR records proving my exclusion was active and was later manually canceled by casino staff.

During my interactions with support, chat logs show clear signs of distress, yet no responsible gambling intervention was made.

Issues:

White Hat Gaming acknowledges that I self-excluded from one of their casinos in 2020 while they were licensed under the Swedish Gambling Authority.

They now claim this is irrelevant under their current MGA license.

Despite this, my internal username remained unchanged, meaning they had access to my gambling history yet failed to take any protective measures.

Chat logs indicate clear signs of problem gambling, yet Skol Casino made no effort to intervene or provide assistance.

Skol Casino’s Response:

They refuse to issue a refund, claiming that "gambling products are consumed instantly." This should bare no credence as I am retroactively seeking compensation for losses ie. deposits minus withdrawals.

They state they comply with MGA regulations, yet fail to provide evidence of any comprehensive responsible gambling intervention. I believe that a mere questioning of a player's gambling habits is not enough when there is a history of self-exclusion and distress.

I have already filed complaints with MGA and eCOGRA, but I am dubious about whether they will take this seriously. I am also therefore considering escalating the issue to legal authorities or EU consumer protection agencies.

Any advice, judgement or experiences on this issue?

Dear Edho,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the self-exclusion request you sent to the casino on May 31? My email address is veronika.f@casino.guru. Was your account closed permanently, or only temporarily?

When exactly was your account reopened?

Have you requested to be self-excluded again?

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

Apart from your self-exclusion request, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case.

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 Veronika, I have sent you two emails, please confirm that you have received them. Thanks in advance.

Thank you for your emails.

From the Excel document you sent, it appears that your account was simply marked as "locked." However, there is no mention of self-exclusion due to gambling problems. Please note that we are only able to assist with refund requests in cases where the player explicitly informs the casino of a gambling addiction and requests the closure of their account. In these cases, if the casino fails to close the account and allows the player to continue depositing and losing money, we are able to intervene.

Additionally, your account was created in April 2024, at which point the casino was licensed by the MGA. This means the casino did not have access to the Spelpaus register, which is only applicable to casinos licensed under Swedish regulations.

Please let me know if I've overlooked any details, but as of now, we do not have the necessary evidence to pursue this case further.

Thank you for your understanding.

Dear Edho,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.