888 - Playing allowed under the same license after self closure

Hi fedup202175 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

The license that would be applicable to this issue would be the Gibraltian license. At the present time I am unsure whether this license would expect a self-exclusion at one property on the license to carry over to other properties on the license. I will make inquiries with the Gibraltian regulator, but you should expect this to take a long time.

Thanks,

ThePOGG

I made self exclusion 11.4.2013 on site [EDIT] and 23.3.2020 it was possible open again account on same site [EDIT] with same email address which i used 2013 when i made self exclusion.

I made self exclusion 11.4.2013 on site [EDIT] and 23.3.2020 it was possible open again account on same site [EDIT]

Hi jakkehpk,

Did you change other information when registering your account?

Thanks,

ThePOGG

No, i used same username, same e-mail address, same phone number and same name and same birthdate.

Hi jakkehpk,

Do you have a copy of the self-exclusion request from 2013?

Thanks,

ThePOGG

Sorry, i dont have copy of that discussion because i made it in chat. 31.3.2020 i asked copy from that discussion but they never sended it to me or didnt even reply to my request. I asked it from: Kate T. Management Support Representative [EDIT]. The last mail they wrote me they said my account closing happened April 11th 2013. Im pretty sure that then i used term self exclusion or i want my account permanently closed and no possibility to open it never again. Here part of the last mail they wrote 31.3.2020: Janne, thank you for submitting the requested details. After further review of our system, I was able to locate your old account. Whilst you requested to close your old account on April 11th 2013, your request was a simlple closure, not a self-exclusion. In addition, you did not report any gambling issues and we were not aware of your unfortunate gambling issue until your recent contact on March 27th 2020. Hence, we did not have any reasons to restrict you from opening a new account with us.

Hi jakkehpk,

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Hi jakkehpk,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, eCOGRA. Alternatively, if you wished to consider legal action our understanding is that GreenTableLegal.com offer a no win no fee service that specialises in the remote gambling sector.

Sorry we could not be of further help.

ThePOGG