Dux Casino - disregarding - self exclusion - same license number - sister casinos

Hi sonic79 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd 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.

Can you please forward the communication where Casino Kakadu informed you that you were all N1 casinos to [email protected].

Thanks,

ThePOGG

Hello there,

Chatscript sent.

thanks

Hi sonic79,

Do you have a copy of the request you made to self-exclude from Casino Kakadu?

Thanks,

ThePOGG

Hello,

I forwarded their confirmation. I have selected life time self exlusion from their website.

ty

https://www.mga.org.mt/wp-content/uploads/Directive-2-of-2018-Player-Protection-Directive-3.pdf

According to article 11 and 12, I should have been blocked.

Any exclusion implemented in terms of this article shall be offered:

V2 – May 2021 Page 8 of 21

(a) For all the games offered by the B2C licensee, and, optionally, but not

alternatively to the latter, for one or more games or for one or more gaming

verticals; and

(b) Across all the means by which the B2C licensee provides its services, and,

optionally, but not alternatively to the latter, across one or more websites and,

or one or more remote means.

Provided that, in the absence of a unified self-barring database, if the brands require

separate player registration, where the B2C licensee operates multiple brands, the B2C

licensee may allow for self-exclusion to be limited to a player’s activity on the brand on

which the player has requested self-exclusion, and the above sub-articles (a) and (b) shall

be applicable to that individual brand.

Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem

gambling issues, that player shall be excluded across all brands operated by the B2C

licensee.

Provided further that, where, in accordance with the Authorisations and

Compliance Directive, the B2C licensee allows players to hold more than one account on a

single brand, or across two or more brands where the brands do not require separate player

registration, if the player requests self-exclusion, the self-exclusion shall prevail across all

accounts.

Provided further that, for the avoidance of any doubt, this sub-article is not

applicable to gaming premises, and controlled gaming premises, where players who have

self-excluded shall not be allowed to enter the premises.

(5) An exclusion may only be implemented in terms of this article:

(a) upon the request of the player, for example by contacting customer services, or

by entering an automated process using remote communication and, or;

(b) by the B2C licensee if there are sufficient reasons to indicate that the player may

have problem with gambling issues.

hello,

any update ?

Thanks

Hi sonic79,

Thank you. We are very familiar with the standards that are required by the PPD.

The standards that operators are required to meet differ depending on whether you request an exclusion or the operator excludes you.

Where you request an exclusion, the self-exclusion would only apply to the site you request it at unless the operator received an explicit request to extend it to other properties on the license.

Where the operator acts to exclude a player - indicating that the operator feels that the behaviour is so severe that they have to intervene - the operator automatically has to extend the exclusion to all properties on the license.

If you have used the in-account self-exclusion tools, and not made a request to extend your exclusion to other properties on the license, your exclusion would only apply at Casino Kakadu. Having reviewed the information you have sent over that appears to be the case.

If the operator has actively informed you, at the point of self-exclusion, that your exclusion will apply to all operators on the license, that may give you a claim, but this statement would have to have occurred prior to your current problem. At the present time we've seen no evidence to support this claim. Can you provide any evidence that you were told the exclusion would carry over to all properties at the time you excluded?

Thanks,

ThePOGG

Thanks for the reply.

I have not been given such an information at that time. However, i am self excluded myself many of the N1 casinos.

Additionally, i was informed that (afterwards) i was excluded from all N1 casinos with my Kakadu self exclusion, i sent confirmation of the Kakadu to you.

Does it make any difference whether i am told or not, this is the fact, how they issued my self exclusion.

Hi sonic79,

It would only make a difference if you were told this before the losses you are trying to claim back occurred. Where this is the case, the operator has made a verbal commitment to go beyond their licensing requirements and we can look to investigate the matter further.

Where they have told you this after the losses, it simply means that the operator has taken your complaint/request for a refund as an additional indicator of a problem and has now determined that they need to impose a license-wide exclusion on you.

Thanks,

ThePOGG