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Casiplay - Taken 7 deposits from a user that is self-excluded

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Casiplay Casino Review.

Player's Complaint

Casiplay have allowed me to create an account and deposit and lose £500.

I am currently self-excluded with 3 of their sister sites. Trade casino, Regent Casino and WildSlots.

If I remember correctly, maybe a year or more ago I self-excluded myself from Trada, meaning I was unable to access my account at WildSlots and Regent from then on.

Last week after a long time away from gambling I decided to create an account somewhere new and have a little play. I chose Casiplay and proceeded to deposit a total of £500 over the course of a few days.

I have since discovered that Casiplay is a sister site to the three casinos previously mentioned. I feel betrayed that a company offering responsible gambling tools are not enforcing them.

Where is the regulation? Where is the enforcement? Seems like theres no communication. If I had more money in my account I would have lost all that too. It's madness to me that something like this could slip through the cracks.

Had Caisplay refused my account creation I wouldn't have lost any money. I would have been reminded of my self-exclusion and been happy that I didn't fall into a gambling phase again. I would have shrugged my shoulders and carried on with my life.

Thanks for reading.

Kind regards.

Read the casino review

4 Responses

User icon
ThePOGG
August 4, 2020

Hi pilkyy - welcome back!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

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 could not be of more help!

ThePOGG

User icon
Pilkyy
August 6, 2020

Thank you for your reply ThePogg.

I will contact UKGC and ask for their assistance.

In your professional opinion, do you think I have a case? Do operators legally have to self-exclude you from all sister-sites as well as the site that issued the exclusion?

Thanks.

User icon
ThePOGG
August 7, 2020

Hi Pilkyy,

Generally, yes, self-exclusions are license wide under the UKGC license. However it would depend on the specific of the case.

Thanks,

ThePOGG

User icon
Pilkyy
August 7, 2020

Hi ThePogg.

I understand.

Thank you very much. You do excellent work with very little gratification.

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Agreement

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

August 4, 2020

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