Casiplay - breaches their own responsible gaming rules

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

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!

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