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BetChan - Breach of self exclusion policy

Ruling

Resolved - The submitting player has become non-responsive to our requests for additional information. As such we assume they've managed to resolve this issue on their own.

Read our BetChan Casino Review.

Player's Complaint

October 1, 2018 I informed lavadome.com that I have a gambling addiction and was told that I would be excluded from all N1 Interactive Ltd subsequent brands.

In the chat I stated my full name, phone number and my yahoo email address as well.

I wanted to make sure that they gained access to everything about me, in order for them to fully exclude, block and prevent me from gambling any further.

June 15, 2019 I had a relapse and managed to access betchan.com -using the same yahoo email I clearly stated when I informed them about my gambling addiction. Long story short I lost 900€

To conclude Betchan Casino is N1 Interactive Ltd subsequent brand operating under the same license as lavadome.com was doing at the time.

@Betchan Casino Responsibly Gaming

*Self -exclusion means that you will be barred from play at all online casinos under the participating license.

They have failed to do so and when I brought the matter to their attention, Betchan Casino simply refused to honor their commitment.

Read the casino review

4 Responses

User icon
ThePOGG
June 19, 2019

Hi egolaz - 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 regard to your cases specifically I have to be clear regarding the self exclusion policies enforced by the MGA. The MGA do NOT require that self exclusions are carried over to other properties on the license unless the player explicitly requests that this happens. So, did you request this or did the operator specifically tell you this was going to happen?

Thanks,

ThePOGG

User icon
ThePOGG
June 27, 2019

Hi egolaz,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
July 5, 2019

Hi egolaz,

I'm following-up on the above again?

Thanks,

ThePOGG

User icon
ThePOGG
July 12, 2019

Hi egolaz,

If we have not heard from you by Friday the 19th of July I'll assume you no longer require our assistance with this issue and close this complaint.

Thanks,

ThePOGG

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Agreement

egolaz 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:

  • BetChan
  • Direx N.V.

June 19, 2019

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