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Avalon78 – self-exclusion issues


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Avalon78 Casino Review.

Player's Complaint

I have big problems with Casinos, not just one casino, but with the whole group.

I basically have a serious gambling addiction and have been wasting incredible sums on this group. I have blocked me from a several casinos in this group, but have after that still been able to create  accounts on their sister sites and lose even more money. I have been in contact with Betamo, slot wolf & bob casino and more about my wish to be blocked. In October 2019 I was in contact with Kai at Maneki Casino regarding my problem and that I wanted to be exclude and blocked from all games within the entire Group. He accepted my request and then confirmed my suspension and that it would be a permanent block against N1 Interactive Ltd.


After this , I have been actively working with my gaming addiction. But then, On December 18, I received information about a new casino. N1 Casino.

Stupid as I was, with my addiction, I tried to create an account there and it worked.

As I told, I have problems with gambling, so the result don’t lead to other than losing more money.

I Contacted the casino, got to talk to an agent named [EDIT]. I expressed my outrage at this. That I was able to create an account all through the lock and lose another 140 euros. I Inform [EDIT] about my serious problems, my block in N1 and my current situation. I asked to please get back these 140 Euro related to my problem and my previous request for suspension. Then got a reply from him that my request is rejected and that no money will be refunded. I tried to information him again about my problem, my block and referred until responsible gambling.

The Agent [EDIT] gives me the answer that  I am just blocked with my E-mail. I can no longer use e-mail addresses. Because I have create the account with my new e-mail,  all the other information is still the same as at the date of the lock. I told him I felt sad and cheated, I have a problem.

[EDIT] said my old E-mail was blocked, they have no responsibility to give back any deposits and I have to blame myself. I Said that I feel that this was unfair and I wants him to block me completely via social security number. Then the conversation ended.


The information [EDIT] gave to me. That the barriers only applied to my email address, my thoughts started immediately. The addiction I was actively fighting against was triggered by this quotation. The Information That I am not blocked as a person, just only my old email address. Now maybe there was an active chance for me to try to put together the money I had lost at the company. My addiction had been triggered and took over me and my ability to understand the consequences and the seriousness. In only one quotation, was the my problem with gaming developed again.

I created accounts at Betamo, Euslot, Paradise Casino, avalon78, spinia and bob Casino.

I had once again begun to lose large sums of money with this group. I submitted details and documents for verification. The same document that I had previously sent to the various casinos before my barriers. The documents were once again approved / accepted and I was now allowed to play at the casinos again.

After a few days and lost money, I self-excluded myself on euslot, spinia and avalon and set limits of 0.0 Euro at paradise.

But I continued to play at Betamo. The addiction takes over and I couldn’t stop.

After losing a lot of money and then losing another 600 euros on one day at 28/12, so I contacted betamo. Told them again about the seriousness, My addiction, that I earlier had send one more requests to have my social security number blocked and not just my email.

I asked to get my deposits back, only those made on 28/8 at 600 euros.

They denied me and referred to duplicate accounts, they say that the Company has the right to deny me my any money in this case and no refund will be given. Request denied.

I tried to tell the company that I think it is wrong of them to deny me the repayment of deposits. Partly on the basis of my dependent and responsible gambling.

The company says that the companies take gaming abuse very seriously and try to counteract it, but all trough this I am allowed to play after the shutdown and request for lockout of social security number. I submitted documents and ID documents that the company approved. The verification should not have been approved as the company has information about me, my dependency and my ID documents before. The policy states that the company obtains information about IP address and other information and that in case of suspicions of duplicate accounts, the company has the right to close the account. If they collect all the important information that can create suspicion, how can they accept my documents and games under the same information, ID and IP address?

I also managed to do the same thing at bob casino after I was locked up for double accounts. My email, which should then be blocked again at the group, allowed me to create an account with bob anyway and lose 95 euros more.

So they allowed me over and over again to waste and lose money with them in different ways to be able to make money and deny me any rights then.


I do not think the company takes the responsibility they claim regarding responsible gaming. The companies allow players to start new accounts despite barriers and abuse of games. You are allowed to create accounts, with information and documents that the company approves in the verification process, you are allowed to waste incredible money. But when you want to request a small winning or self-talk with the company about the current problem. Then the companies do not want to take any responsibility or give back a small sum to the player. And only refers to the policy, that multiple accounts are not allowed.

I have not used any bonus at all, I myself have decided to close down the second account, the company itself has allowed me to start a new account, approved my information and let me lose money.

The companies do not take responsibility, they use players' dependence to their own advantage. They make money off of people's abuse and make full use of it. To then be able to answer the player with "you have not followed the rules, you do not get money, sorry"

Does the company have no rules at all to follow? Doesn't the company have to take any responsibility at all? Can you say that you take gambling abuse very seriously if you as a company let it happen? You drive players into an abuse and then refuse the help.


It's about the same as if it were a drug addiction. You cannot lock the abuser in treatment homes and then put drugs on the table, and demand the addict to not use the drogs, just because the person is in a treatment home. And then throw out the addict if he use the drogs in the table and refuse treatment because of drug intake and abuse.


Just as it is with casino games. You cannot first block the person related to abuse, and then allow the player to continue playing and continue to lose money only if you create an account with a new email. And then when the addiction and gambling is fully active again. Then the player is denied help. They have then broken the rules, created a new account and the casino has earned their money. Then you are turned off and treated like air.

Each player has their own responsibility, and is responsible for following the rules. But the casinos also have a responsibility. A responsibility to protect vulnerable players from abuse. They should not  take advantage of their addiction, as they do now. I know I made a mistake by starting a new account, but the company also made mistakes that allowed me to play again, Didn't block my social security number even though I asked for it, they made mistakes that receive my money and then refuse me justice. This would never have happened if you did not tell me as a sick person and because the barriers only applied to email. That I was fully playable again with another email. They then triggered a serious abuse that I personally have no ability to control or resist.


If you, as a casino, want to work to prevent abuse and take it very seriously. How come it is that despite repeated requests for barriers, the company does not take it seriously. You just block email address and tell the addict that you just block email and the social security number still works? If you, as a company, are going to gamble for money and say you want to take abuse very seriously. Why don't you block personal numbers or the like so there is no possibility of being able to play at all? This is probably what you want players to do when they ask to be barred. You want to be deprived of all opportunities that can lead to risks of continued addiction and gambling.

My big concern is too. How many more people are exposed to this? I'm not alone. If any more people are treated the same way and manage to waste money the same way. So no addiction has been counteracted. In this way, more people will become gambling addicts, more people will have a hard time. And the gaming companies will make even more money on these people and take advantage of the addiction and the situation even more. 

That was my complaiment on thepogg 28/12-2019

After this, i still havent got blocket. And i could still play on my account on Avalon. Today i have lost 160euro. I contact support. Told them about my situation, gambling problem and my problem with the group and hopes to get my 160e deposits back.

not even after an hour away I get emails from both slot wolf and casino live. they want me to verify my account.

why should I verify my accounts when I really ask to be blocked? N1 interactive wants me to lose even more money proudly my repeated new information about my serious abuse. what should I do? should the companies behave the way they want? should I as a player not be able to get back small sums of companies I started, but it is fully allowed by the companies to ignore my problem and encourage me to games and verification? it should not be made available after all these insurance to get locked.

Read the casino review

10 Responses

Jan 03, 2020

Hi hejhej89 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd 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.

If you have any questions about the above, let me know.

With respect to your claim - the relevant license in this situation is the MGA license and this regulator does not require operators to carry over self-exclusions in situations where the player changes their registration information in such a manner that auto-detection systems that the operator has in place do not register a match. In this situation, changing the email address you used to register would fall into this criteria and the operator would not be liable for your losses.

Self-exclusions are a two way agreement - the operator is agreeing to close your account and put certain protections in place to prevent you re-accessing their services. You are agreeing not to try and circumvent those protections by registering new accounts on their network.

All we can suggest is that you consider our free Responsible Gambling app BetBlocker which will allow you to restrict your internet capable devices from accessing over 6.9k gambling operator sites.

Sorry we could not be of further help!


Jan 03, 2020

okay. but I have not used avalon before or had an account there. this is my first account. and it is after my request for lock at betamo on 28/12 with this email I have been able to play at avalon

Jan 10, 2020

Hi v-vliw,

i) Did you request that your self-exclusion at Betamo be carried over to other properties on the license?

ii) Did you use the same registration details at Avalon78 that you used at Betamo?



Jan 11, 2020

I used Exact the details. I wanna be blocked on the hole group

Jan 14, 2020

How is everything going

Jan 14, 2020

Hi v-vliw,

I need you to answer the following questions:

i) Did you request that your self-exclusion at Betamo be carried over to other properties on the license?

ii) Did you use the same registration details at Avalon78 that you used at Betamo?



Jan 14, 2020

I beg to get blocked on the hole group, an all license.

Yes i used exakt the same registration details

Feb 28, 2020

HI v-vliw,

We've reviewed all the accounts registered with this license under the details you provided.

You requested a self-exclusion at Betamo. Due to a technical error this was not extended to the other properties on the license correctly. Your details are registered at the following sites:


Your registration details are only a partial match to the Betamo details at Spinia and N1. As such your self-exclusion would not carry over in these cases.

Of the remaining operators, only Bob and Avalon78 had any play after your self-exclusion request at Betamo. You have previously received a refund of your losses at Bob and your total losses at Avalon78 were 154 euros.

Our understanding is that these funds have now been refunded to you. We would appreciate it if you could confirm when you receive your funds.



Mar 06, 2020

Hi v-vliw,

Have you received your funds?



Mar 13, 2020

Hi v-vliw,

If we haven't heard from you by Friday the 20th of March I'll assume you no longer need our assistance and close this complaint.



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v-vliw consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Avalon 78
  • Malta Gaming Authority
  • N1 Interactive Ltd

January 2, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.