Crypto Casino's Self-Exclusion Failure: A Player's Three-Year Battle

The second episode of the Casino Guru’s AI-powered new podcast, Player’s Horizon, delves into a critical issue faced by players at online casinos. The episode discusses a case where a player from Germany lost over twenty thousand euros at a crypto casino.

The player used a crypto wallet to access the casino, which did not require a username, password, or full KYC profile. This method of access created a significant responsible gambling problem, as the casino allowed the player to continue playing through alternative accounts even after he requested self-exclusion.

After losing €3,000 in one session, the player requested self-exclusion, but the casino's response was inadequate. The casino argued that it could not block every possible registration route due to the use of wallet extensions, which made it difficult to monitor self-excluded players. The player sought the introduction of proper responsible gambling tools, including deposit limits, timeouts, self-exclusion systems, and KYC checks. The case was logged by Petronela, the head of the Complaint Resolution Center at Casino Guru, who asked the player to provide all relevant information to substantiate his claims.