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Bob - Casino are refusing to return my money
Ruling
Found for the Casino - While Bob Casino and 22Bet do appear to be operated by the same people they exist on totally different licenses. A self-exclusion at one would not carry over to the other.
Read our Bob Casino Review.
Player's Complaint
Dear The Pogg,
I am having an issue with Bob Casino who have not responded to my emails which the reason why I am turning to you. The casino is not honoring the responsible gaming policy set out by the MGA and are refusing to return my deposits.
I blocked myself on their sister sites 1xBet and 22Bet by sending multiple emails starting from 2018-11-29 very explicitly asking them to close my accounts with them and never allow me to open a new account on other casinos within their betting group. Despite this I was able to open an account with Bob Casino, they verified my identity and I deposited/lost a total of 18 400 euros. My account at Bob Casino was opened 2019-08-12, almost a year after my initial emails to 1xBet and Bob Casino. I have used the exact same details on every website.
I have documentation to support my claims. Looking forward to hearing from you!
Sincerely,
[EDIT]
3 Responses
Dear The POGG,
Thank you for the quick response. I would like to ask you if you have any ideas on what I could do? In your opinion, do I have any chance of retrieving the funds any other way?
Hi losche,
There is nothing we can suggest. While I understand that you would like an exclusion at 22Bet to carry over to Bob Casino, that is simply not the way exclusions work and there is no legal onus on the operator to act in this manner.
Sorry we cannot be of further help.
ThePOGG
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Agreement
losche 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:
- Bob
- Curacao eGaming
- Direx N.V.
November 8, 2019
Hi losche - 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.
Unfortunately there is nothing we can do to help you in this instance. While we believe 22Bet to be run by the same people as Bob Casino, this property does not hold an MGA license and certainly is not on the same MGA license as Bob casino. The MGA would only require self-exclusions requested at a property on the same license to carry over and only where it was explicitly requested this happens.
Sorry we cannot be of further help.
ThePOGG