All British - Failed to close accounts

Hi babsbh - welcome to ThePOGG.com!

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

As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hi babsbh,

I've reviewed this issue with the operator and sadly we cannot uphold your claim.

The Live Chat conversation you reference from 2018 is simply a basic closure request, with the stated reason of being unhappy with the bonuses that you were provided with. That being the case, the closure request is not a responsible gambling issue, nor would the operator be obliged to prevent you from either re-opening your account nor opening other accounts with other properties on the license.

The terms you reference are specifically and explicitly in relation to closures that are managed under responsible gambling protocols due to the player requesting a self-exclusion or telling the operator of addiction issues. As those criteria have not been met in this case, they would not apply.

Sorry we could not be of further help.

ThePOGG

Hi

I was self excluded for this brand and I should never have been able to play

Hi [EDIT],

We are sending you the chat transcript you requested.

| name: [EDIT]

| email: [EDIT]

[EDIT] (18:53:57): Hi

Can you please tell me when my account was closed please.

[EDIT] (18:54:14): Hi again

[EDIT] (18:54:38): hi again sorry can you give me the information from earlier please - sorry - I forgot the info - sorry

[EDIT] (18:55:06): The exclusion was activated on 29/06/2019 [EDIT]

[EDIT] (18:55:58): thanks and can you give me the names of you parent site and other casinos that I would have been blocked from please

[EDIT] (18:56:00): thanks again

[EDIT] (18:56:55): Our parent company is L and L Europe so any of the casinos in this brand. Fun, Yeti, All British, No Bonus Casino, Casino Casino, Hyper and Yako and also Race

[EDIT] (18:57:12): ok thats helpful thanks

[EDIT] (18:57:32): No worries, can I help with anything else ?

[EDIT] (18:57:51): no - am I self excluded from all of the casinos under this branch then?

[EDIT] (18:58:06): Yes you are.

[EDIT] (18:58:26): ok thanks

[EDIT] (18:59:42): Do you have any other questions [EDIT]?

[EDIT] (18:59:57): no thanks have a nice day

This is a transcript of a conversation from casino casino on the 14/8/2021 confirming to me that I was self excluded and that the self exclusion was applied to all in the brand which was clearly not true!

Hi babsbh,

I've reviewed your communications with CasinoCasino on the 29/06/2019. Your closure request was NOT as self-exclusion. Specifically, when asked why you wanted to close your account you responded:

"I’m closing it because I can’t get a free bonus"

That is not a responsible gambling issue. As such the closure request would be managed as a normal account closure, not under Responsible Gambling rules.

In the above dialogue, the Live Chat agent has simply mistakenly validated the incorrect assertion you made that the closure would have impacted more than the brand it was requested at.

As previously stated, your closure request was not a Responsible Gambling based closure and as such would not carry over to other properties on the license.

Sorry we cannot be of further help.

ThePOGG