Dunder - Mt Secure limite permenteley self exclusion ignored

Hi chrisdc96 - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade 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.

Thanks,

ThePOGG

Thanks for the message The Pogg

I have sent to your email the relevant print screens of my perment self exclusion that clearly states it can’t be lifted at anytime.

Thanks

Hi The Pogg

Any Updates on this complaint?

thanks

Hi The Pogg

any updates regarding this case,

Thanks

Hi

Can someone tell me what is happening please ?

Thanks

Hi chrisdc96,

A dialogue is ongoing with the regulator regarding this matter. You will be informed when that discourse is concluded.

Thanks,

ThePOGG

Hi The POGG

Thank you very much for your reply , could you please tell me how far into this case you are ?

I am really struggling finically because of this situation, I am also not work because of coronavirus and not getting much income, I would really appreciate if you could resolve this case asap, They should of never let me play on dunder as I was perementley self excluded under mt liscence since 2016.

Thanks

Hi The Pogg

Do we have any news on this, I am really struggling.

Thanks

Hi chrisdc96,

The conversations are drawing to a close presently and I will revert to you at the appropriate juncture.

Thanks,

ThePOGG

Hi chrisdc96,

Having reviewed this issue in detail, we are going to uphold your claim.

While your accounts at other properties run by this group have varied their registration details significantly enough that the operator cannot be faulted for failing to detect the matching accounts, your account at Dunder is almost an exact match in terms of registration details to your Rizk account and the MGA has asserted that the small variation would not be sufficient to remove the operator's obligation to carry the self-exclusion over.

Furthermore, while under ordinary circumstances a self-exclusion would not automatically carry over to other properties on the the license, in this instance, as both the operator chose to impose the exclusion and informed you that it would apply to all properties on the license, the self-exclusion should have carried over.

We have instructed the operator to make the necessary arrangements to process your refund. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

Hi the pogg

Thank you for your help , is their anything that I need to do to receive my refund , as Dunder are very slow to reply an this is an urgent matter.

Thanks

Hi chrisdc96, Can you confirm - are you still in possession of the bank card ending [EDIT]? Thanks, ThePOGG

Hi the pogg Im not my card details are [EDIT] Could you please also confirm what is the total amount getting refunded Thanks

Hi chrisdc96,

I've passed that information along. The refund will be €2990.

Thanks,

ThePOGG

Hi The Pogg

Thanks for your help, do we have any idea how long it will take before I receive the funds ?

thanks

Hi the pogg

Still not heard anything from dunder and when I speak to their live chat they just say their investigating it ?

Thanks

Hi chrisdc96,

Can you please provide your IBAN and BIC/Swift code?

Thanks,

ThePOGG

Hi The Pogg [EDIT] will also send a picture to your email. Thanks

Hi chrisdc96,

Dunder Casino inform us that this payment has been processed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi chrisdc96,

Have you received your funds?

Thanks,

ThePOGG

Hi the pogg

Thanks for your help and yes I have received the funds

Hi chrisdc96,

Thanks for letting us know - it is appreciated!

ThePOGG