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Casiplay - breaches their own responsible gaming rules

Ruling

Found for the Casino - Appropriate and reasonable responsible gambling and verification actions were taken at the correct junctures in this player's journey.

Read our Casiplay Casino Review.

Player's Complaint

Between April 12-13, 2022, I made deposits in the Aspire Global Limited brand casino casiplay.com in the amount of €127,500.

I lost almost all the money and requested a withdrawal of the balance in the amount of €4,918, after which I was asked for a full package of documents. It included a responsible gambling survey, latest payroll, proof of address, and a bank statement for a master account. The entire verification procedure lasted for about a month, as a result of which I received my money in the second half of May. And almost immediately, on May 18, I was notified that all my accounts on all sites of the brand will be closed due to my non-compliance with the rules of responsible gambling. It turns out that my responsible gambling did not bother them at all when I made deposits of almost 130,000 euros, but when I wanted to withdraw only a few thousand, they got worried!

This behavior on the part of the casino upset me very much. It seems to me that the fact that the casino did not make sure that I can afford to make such large deposits is a violation of the rules of responsible gambling on their part.

I would like to:

1. Obtain from you a legal assessment of Aspire Global LTD's actions in relation to responsible gambing.

2. If such actions violate the terms of their license, hold them accountable.

3. Get compensation for allowing me to make deposits of a very large amount, even though they recognized me as a user with a gambling addiction.

Read the casino review

3 Responses

User icon
thepogg
October 18, 2022

Hi Spravedlivyj199 - welcome back!

As we are the ADR for the Apsire Global 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.

I'll contact the operator and see what we can find out for you.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
Spravedlivyj199
October 31, 2022

Good afternoon!

I know you asked to be patient, but I just wanted to check if there is any progress on my case? Did the operator respond?

Thank you!

User icon
thepogg
December 17, 2022

Hi Spravedlivyj199,

We have now reviewed this matter in detail with the operator. Sadly we cannot uphold your claim.

While we understand your frustration, the operator did in fact engage in multiple interactions with you during the period of your play, firstly seeking to confirm the source of your funds, which were then verified against open-source information and supported the conclusion that there was reasonable grounds to believe that this spending was within your affordability range.

Secondly, the operator contacted you multiple times to enquire whether you felt you play was within safe limits for yourself. On each occassion, you responded that you were happy with your play and that you did not feel the need to apply any limits.

When you placed a withdrawal a source of wealth check was then triggered, not at that juncture due to various security alerts that had been raised due to the unusual nature of the activity on your account. Their review of your account activity raised concern that resulted in the licensee deciding that they no longer want your business. As such the decision was taken to pay your balance and exit your accounts.

Our review of this matter has shown that the operator took reasonable steps at appropriate junctures to confirm that you were playing within affordable means. Beyond the volume of your deposits, you displayed no behaviour in your interactions with support that would have raised further safer gambling concerns, and have only raised any assertion that you have any gambling issue after the fact of your account being closed.

Sorry we cannot deliver happier news, but in our opinion the operator has acted appropriately in this case.

ThePOGG

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Agreement

Spravedlivyj199 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:

  • CasiPlay
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

October 18, 2022

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