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CasinoCasino - Self-exclusion not applied responsibly
Ruling
Found for the Casino - This player's experience is compliant with the responsible gambling requirements put in place by the MGA.
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Player's Complaint
Hi!
I am emailing you in regards to what I have found to be an unethical responsible gambling policy by L&L Europe Ltd group.
I felt you may be interested in the practices by which this group handles their self-exclusion requests as it appears to be highly rated on your website. Perhaps you may want to look into this and reconsider the creditability of the group.
I had made 2 separate self-exclusion requests on Yako and Fun casino on the same day through their responsible gaming tools (both for a period of a year) as I am a problem gambler.
I was able to make deposits at 2 other sister sites (casinocasino anf yeti casino) after these exclusions and after an extensive back and fourth email conversations with the CEO, I have been assured that they were under no obligation to process my self-exclusions across their brands as I did not specifically contact them at the time to inform them about my gambling problems, thus they had "no way of knowing" I was a problem gambler.
All the groups websites specifically explain the purpose of self-exclusion on the website before the player clicks the "self-exclusion" button. This makes it highly misleading for the problem gambler as they believe they are indeed submitting a standard self-exclusion request, intended for player protection, not just an account closure as this is separate on the website.
The CEO has assured me that he disagrees that these requests should be assumed to be due to probelm gambling issues thus should only apply to that account only (as a standard account closure). This is a statement made by the CEO in regards to my self-exclusions:
"I am however disagreeing with your proposition that all gambling companies should assume that all self-exclusions imply gambling addiction."
I have not come across this before and thought I'd bring it to your attention if now, or in the future, you wish to review this particular way of practice from the company.
My main concern is the attitude of the CEO towards responsible gambling which is highly alarming.
Best regards
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Agreement
Leenam 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:
- CasinoCasino
- Malta Gaming Authority
- Curacao eGaming
- United Kingdom Gambling Commission
- L&L Europe Ltd
December 10, 2018
Hi leenam - welcome to ThePOGG.com!
Unfortunately there's not going to be anything we can do to help you in this instance.
You would be subject to the MGA license conditions based on where you are resident. Under MGA policies you have to explicitly make clear to the operator that your closure request is due to gambling problems before the request would be subject to Responsible Gambling policies. While we do not necessarily agree with this, using the phrase 'self-exclusion' is not considered a sufficient admission of issues by the regulator.
As such, if you have used a self-exclusion tool this would only close the account it was made on and not under responsible gambling policies.
Sorry we cannot be of more help in this instance.
ThePOGG