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Casino Land – Self exclusion no respected

Ruling

Resolved - The operator are not legally required to carry over a self-exclusion at another property on another license to their license, but this issue has been resolved.

Read our Casino Land Review.

Player's Complaint

On the 20/03/18 I register on Casinoland but the banned me immediately due to a self exclusion with a sister casino

On April I receive advertisement about Royal casino using the exact same details that I always use I open and deposit on the 23 /04/18

This 2 casinos are owned by the same complaint One click limited

However they are saying that they owned 2 casinos Casinoland ( block immediately due to a self exclusion from a sister casino as per their own words I can send a screenshot) and Royal Slots but is okay to deposit in Royal casino because I do not have an active self exclusion even thought as per Casinoland my account was close by an active self exclusion from a sister site.

I am going to great extents to self exclude my self but they keep sending me advertisement and then entice me to gamble even thought they block me due to self exclusion I am about to take my own life due to this . l the casinos destroy my life and iOS not regulated

Read the casino review

8 Responses

ThePOGG
Apr 27, 2018

Hi janetteperu - welcome back!

You're going to have to give us some time with this issue as we're going to need to seek feedback from the UKGC.

While both operators are very clearly owned by the same group, CasinoLand is being run on the MT Secure Trade License while RoyalSlots is running on its own license. Technically self-exclusions only carry over to properties operating on the same license as the property the self-exclusion is applied on. However, in this case I personally feel there is a moral obligation fon the part of the operator to ensure that self-exclusions are applied at both the properties they own. I need to find out what the UKGC's position on this will be.

In the interim I would strongly encourage you to visit GamStop. Signing up with this service should exclude you from ALL UK licensed operators at once. Combining this with BetBlocker which should stop you accessing operators who are not licensed to accept UK players as well should provide you with fairly robust support to stop you accessing gambling.

Thanks,

ThePOGG

janetteperu
Apr 28, 2018

Thank you very much for taking in to consideration my complaint. And thank you for this site to block me from gambling.

ThePOGG
Nov 02, 2018

Hi janetteperu,

I appreciate your patience and realise this issue has taken a long time to resolve.

This particular issue has involved extended conversations with the operator, license holders and regulators alongside legal representatives for these parties in varying degrees. When we boil everything down (I don't want to write a 5k word report on everything that's been said) my ultimate conclusion is that the operator are technically right in legal terms and as such there is not sound basis for us to rule in support of you.

However, while I do acknowledge that the the legal and regulatory realities of this situation do support the operator, I personally - and by extension ThePOGG.com Ltd - do feel you've somewhat fallen through a loophole in the system here that tighter regulatory guidance could have avoided. As such, and given that CasinoLand are one of our Recommended partners we - that being ThePOGG.com Ltd - have decided as a one-off good will gesture to honour your claim ourselves.

Before we do this I ask you to provide your word of honour that this money will not be put back into gambling. That is the only contingent we place on this payment. If you are happy to give that please forward on your banking information and we'll arrange for your payment.

Thanks,

ThePOGG

janetteperu
Nov 02, 2018

Hi the Pogg nice to hear from you I have been not gambling since May, I put my self on Gam stop and self exclude everywhere . I give you my word this money will not go to the gambling. 500 pounds is what I deposit
I have also gone to church to over come my bearevement loosing my child affected me a lot but I am now recovering. I got ride of all my cards and I only have this card only.
Hey, here are my account details:
[EDIT]
Thank you very much

ThePOGG
Nov 05, 2018

Hi janetteperu,

A total of £468 - the amount contested with the submission of your complaint has been sent to your account. I would appreciate it if you could confirm when you receive these funds.

Thanks,

ThePOGG

ThePOGG
Nov 12, 2018

Hi janetteperu,

Can you confirm you have received the transfer?

Thanks,

ThePOGG

janetteperu
Nov 12, 2018

Yes Thank I just checked my account and is there. Thank you very much

ThePOGG
Nov 16, 2018

Hi janetteperu,

Thanks for confirming you've received your funds - it is appreciated.

ThePOGG

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