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CasinoCasino - Duty of care

Ruling

Found for the Casino - The MGA license does not require an operator to intervene based solely on a player's bet size.

Read our CasinoCasino Review.

Player's Complaint

Hi,

My complaint is that I feel casino casino did not follow a duty of care. I deposited week in week out and lost over 920 euro. I am a problem gambler and during a particular session I was staking up to 60 euros per spin. I was not once contacted by this casino to see if I was OK to do this. I do not feel that this was responsible of the casino. When I asked if they contact customers they said "yes we do but you did not meet the threshold to be contacted" I feel that staking up to 60e per spin should mean being contacted. Also, when I contacted the live chat to discuss this they actually gave out account information about my account without completing data protection checks to do this. I feel that this casino were irresponsible by not contacting me directly to see if I was OK. I am hoping this can be resolved at this level as the casino did not provide much barring generic responses. If you require any information from me regarding the data protection breach I can provide this. Or any other questions I am happy to answer in helping to resolve this issue.

Regardless of the outcome,

I appreciate the help.

Read the casino review

2 Responses

ThePOGG
March 26, 2020

Hi dea123456 - welcome to ThePOGG.com!

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.

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

Sadly there is nothing we can do to help you in this instance. The MGA license does not require any operators to proactively intervene to limit players on the grounds of bet sizing alone. Unless you have informed the operation of your issue they would not bear responsibility for your losses.

With regard to your claim about data protection - this would not be considered a data protection breach. That would only be the case where the operator had given your information to an unauthorised party, i.e. not you. However, if you are looking to pursue that aspect of your claim further we would not be the appropriate body to engage this discussion and I would direct you to contact your local governmental data protection agency.

Finally you may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we cannot be of more help.

ThePOGG

Dea123456
March 26, 2020

Hi,

Thanks for the response. That's a shame. Thanks anyway.

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Agreement

Dea123456 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:

  • Cafe Casino
  • Kahnawake Gaming Commission

March 26, 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.