Avalon78 Casino - Аккаунт игрока был закрыт.

Hello,

On January 30, 2022, N1 set a cross-license ban due to problematic gambling behavior. The casino confirmed that I should be logged out at that moment and banned from all N1 casinos.

However, I was still able to continue playing. The evidence is attached.

Avalon is not responding to my complaint.

Hallo,

am 30.01.2022 wurde durch N1 eine Lizenzübergreifende Sperre eingerichtet wegen problematischem Spielverhalten. Das Casino bestätigte mir, dass ich in dem Moment ausgeloggt werden müsste und von allen N1 Casinos verbannt wurde.

Mir war es trotzdem möglich, weiterzuspielen. Die Beweise anbei.

avalon reagiert nicht auf meine Beschwerde.

Dear LaJenny7,

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 N1 Interactive Ltd? 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 dominika.l@casino.guru.

Have you informed Avalon78 Casino 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

Dominika

Hello Dominika,

I sent you an email. The documents clearly show that I was banned across all licenses and was able to continue playing at Avalon.

I can't say whether I was verified or not. I think so.

2 weeks later I closed the account at Avalon also because of addiction. After that I was able to register at another casino from N1.

somehow everything didn't work.

If N1 filed a license suspension on January 30th and that didn't work, who is to blame?

I also deliberately only request deposits from Avalon after January 30th.

can we invite the casino?

Hallo Dominika,

ich habe dir eine email gesendet. In den Dokumenten geht klar hervor, dass ich lizenzübergreifend gesperrt wurde und bei Avalon weiterspielen konnte.

Ob ich verifiziert war, kann ich nicht mehr sagen. Ich glaube schon.

2 Wochen später habe ich das Konto bei Avalon auch wegen Sucht geschlossen. Daraufhin konnte ich bei einem anderen Casino registrieren von N1.

irgendwie hat alles nicht funktioniert.

Wenn N1 am 30. Januar eine Sperre über die Lizenz eingereicht hat und das hat nicht funktioniert, wer ist dann schuld?

Ich forde von Avalon auch bewusst nur die Einzahlungen nach dem 30. Januar.

können wir das Casino einladen?

I hope that the casino responds here. I have a confirmation. That is clear and obvious proof. If it didn't work technically, it's not my fault.

Ich hoffe, dass das Casino hier antwortet. Ich habe ja eine Bestätigung. Das ist doch klar und deutlich der Nachweis. Falls das technisch nicht geklappt hat, ist es ja nicht meine Schuld.

Dear Dominika, what happens now? I don't know what to do. There has to be justice here!

Liebe Dominika, was passiert jetzt? Ich weis nicht mehr weiter. Hier muss es doch Gerechtigkeit geben!

Dear LaJenny7, did you create a new account with a different email at Avalon Casino or reactivate your old one?

Hello,

Nothing reactivated me. It just stayed open. When I was blocked across licenses, the account was opened with exactly the same data.

According to N1, at the moment of the ban I should have been logged out of all casinos operated by N1.

Hallo,

mich habe nichts reaktiviert. Es blieb einfach offen. Als ich lizenzübergreifend gesperrt wurde, war das Konto mit den exakt gleichen Daten eröffnet.

laut N1 hätte ich im Moment der Sperre, überall ausgeloggt werden müssen in den Casinos die von n1 betrieben werden.

Please help me, even though it's been a while. You're my last hope. I have proof.

Bitte helft mir auch wenn das schon länger her ist. Ihr seid meine letzte Hoffnung. Ich habe doch Beweise.

Dear LaJenny7, kindly provide the evidence you mentioned. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I already sent you this. The confirmation from n1 Casino that they had blocked me across all licenses at the time.

I'll send it again.

Ich habe dir das doch schon geschickt. Die Bestätigung von n1 Casino, dass die mich damals lizenübergreifend gesperrt haben.

Ich schicke es nochmal.

Dear Dominika,

please don't close the complaint just because it was a long time ago! Please invite Avalon, I think that would help. Please.

The evidence is sufficient and inviting the casino to take a stand is entirely justified in the case.

Liebe Dominika,

bitte schließe die Beschwerde nicht, nur weil es lange her ist! Bitte lade Avalon ein, ich denke das würde schon helfen. Bitte.

Die Beweise sind ausreichend und das Casino einladen um Stellung zu beziehen ist dem Fall völlig gerechtfertigt.

Thank you very much, LaJenny7, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kubo,

what happens next?

Best regards 🙂

Hallo Kubo,

wie geht es jetzt weiter?

Liebe Grüße 🙂

Dear LaJenny7,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Avalon78 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Avalon78 Casino,

Could you please provide detailed information regarding this case and clarify how the player was able to reopen her account with your brand despite having a self-exclusion in place, which should have been applied across the entire platform?

Your prompt response and clarification on this matter would be greatly appreciated.

Thank you in advance for your assistance.

Best Regards,

Kubo

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.

Dear LaJenny7,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of Avalon78 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LaJenny7,

As this is a license-related issue, I’d like to confirm whether you followed my recommendation from my last message and contacted the MGA regarding your complaint. Please let me know.

Thank you.

Hello, yes I have.

But to be honest, I'd like to hear what Avalon78 has to say first!

Since Avalon78 has reopened the complaint, it's appropriate to write a response. So far, there has been no response!

Hallo, ja das habe ich.

Aber um ehrlich zu sein möchte ich erst mal wissen, was Avalon78 zu sagen hat!

wenn Avalon78 die Beschwerde neu eröffnet hat, ist es doch auch angebracht, eine Antwort zu schreiben. Bisher kam keine Reaktion dazu!

To be honest, this is all really annoying. Avalon is filing a complaint without even saying what they think about it! The MGA isn't helping at all! I've even filed a dispute resolution with the Maltese Ombudsman. But Avalon still hasn't responded. Every casino confirms that I'm banned for addiction in 2022. No one here takes responsibility for this.

How can something be solved here if no one writes?

Um ehrlich zu sein, nervt mich das alles total. Avalon eröffnet die Beschwerde ohne auch nur ansatzweise mitzuteilen was sie dazu sagen! Die MGA hilft überhaupt nicht! Ich habe sogar ein Schlichtungsverfahren beim maltesischen Ombudsmann eingereicht. Avalon reagiert aber nach wie vor nicht. Jedes Casino bestätigt mir, dass ich wegen Sucht gesperrt bin im Jahr 2022. keiner übernimmt hier Verantwortung dafür.

wie soll hier etwas gelöst werden, wenn keiner schreibt?

Dear LaJenny7,

Thank you for your patience while we reviewed your complaint again. We understand your concerns and would like to clarify the situation based on our internal records.

In 2022, you requested the closure of your Avalon78 account. However, your request did not mention any gambling problems (GP) – it was a standard account closure request.

Since your request did not contain any reference to gambling problems, your account was closed following standard procedures, and a global self-exclusion was not applied.

Later, you requested to reopen your account, which was processed according to regular procedures, as we had no information at that time regarding any gambling addiction.

The first official mention of gambling problems (GP) from you was only received on July 20, 2024.

As soon as this information was received, we immediately took action, and your account was permanently closed.

We have provided all relevant evidence and screenshots to the Casino Guru team, confirming that our actions aligned with your initial request. At the time of the first closure, there was no basis for applying self-exclusion, as no such request was made by you.

Therefore, if you have any evidence, screenshots, or documents that confirm that we violated any regulations, we would be happy to receive them. We have provided all necessary proof that we followed the correct protocol and did not violate your rights.

If you need any further information, please feel free to reach out to us.

Best regards,

Avalon78 Casino Support Team

Hello Avalon78,

So, sorry, but that's not really the point! It's about the fact (as I also reported to the MGA) that I was banned before. I sent you all the screenshots showing that the ban should have been across all licenses. Now, all these years later, anyone can say that wasn't the case.

It's about the period beforehand that should have prevented me from playing with you in the first place. You have all the screenshots! I know that I informed several casinos about this, and I really don't care who ultimately failed to carry out the cross-licence process, because what I'm concerned about is getting a refund from the moment I informed N1. And here in the screenshot, your support team has confirmed to me that the account was closed due to addiction. I asked: at the time, I stated addiction, and the employee confirmed it as such. I doubt we'll get any further like this. It was clearly confirmed to me that it was a self-exclusion at the time. As already mentioned, no one is willing to take responsibility here. I don't know what else I can do. I have clear evidence, and yet it's being rejected.

It is clear what is written in the pictures below and that was the truth!

Hallo Avalon78,

also Entschuldigung, aber darum geht es ja nicht wirklich! Es geht darum (wie ich auch der MGA berichtet habe) dass ich zuvor schon ausgeschlossen wurde. Ich habe alle Screenshots zu dir gesendet, dass die Sperre lizenzübergreifend hätte sein müssen. Heute nach Jahren kann natürlich jeder sagen, dass das so nicht gewesen ist.

es geht um den Zeitraum zuvor, der mich überhaupt am spielen bei euch hätte hindern müssen, die ganzen Screenshots habt ihr! Ich weis, dass ich mehrere Casinos darüber unterrichtet habe und wer am Ende versagt hat, das lizenzübergreifend durchzuführen, ist mir echt egal, weil es mir darum geht, eine Erstattung zu bekommen ab dem Moment wo ich N1 unterrichtet habe. Und hier im Screenshot hat euer Support mir das selbst bestätigt dass das Konto wegen Sucht geschlossen ist. Ich habe gefragt: damals habe ich sucht angegeben und der Mitarbeiter hat es so bestätigt. Ich bezweifle dass wir so weiterkommen werden. Mir wurde klar bestätigt dass es sich damals um einen selbst-Ausschluss gehandelt hat. Wie bereits erwähnt, ist keiner bereit hier Verantwortung zu übernehmen. Ich weis auch nicht was ich noch machen soll. Ich habe klare Beweise und trotzdem wird das abgelehnt.

klar ist, was unten in den Bildern steht und das war die Wahrheit!

What should I do next? This has all been going on for far too long. I don't have the nerve for this anymore. The evidence is clear and conclusive. Please just make a clear statement here. If we reach an agreement, I'll close the case with the ombudsman, and then it'll all be over, or it won't be. But the fact is, based on the evidence, there aren't many options, and I'm not going to let it rest. There are plenty of ways forward.

wie soll es weitergehen? Das geht alles auch schon alles viel zu lange. Ich habe auch keine Nerven mehr dafür. Die Beweise sind klar und deutlich. Bitte einfach eine klare Ansage hier. Ich schließe bei Einigung den Fall beim Ombudsmann und das alles ist dann auch mal erledigt oder eben nicht, aber Fakt ist, anhand der Beweise gibts nicht viele Möglichkeiten und ich lasse es nicht ruhen. Wege gibt es genug.

Dear LaJenny7,

Could you please forward me the confirmation email you received from the MGA when you submitted your official complaint?

Thank you in advance!

Hello Kubo,

I sent it to you by email.

Hallo Kubo,

habe ich dir per Mail geschickt.

Dear LaJenny7,

Thank you for providing proof of your official complaint submission to the MGA.

Since this case involves multiple casinos and is directly tied to the regulator's self-exclusion requirements for casinos under the same licensing umbrella, we are unable to conduct a thorough investigation. The MGA is the only authority that can review the matter among its licensees and make a decision based on their rules and regulations.

For now, I will close the complaint and set the status to "Waiting for decision of regulator." If no updates are received in the meantime, this status will remain for three months, after which the complaint will be automatically reopened.

If you receive any updates regarding the MGA's decision during this period, please feel free to reach out to me via the email address provided earlier.

Thank you for your understanding, and I wish you the best of luck with the regulator’s decision.

Best Regards,

Kubo