Expekt - not honoring SE and RG

Hi wonderful - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Thanks for trying. They are not answering me as to why they are lying to MGA.

Has expekt had any communication with the pogg yet on my complaint here?

Hello ThePogg.

Have anything happened here?

Best regards

Hi wonderful,

I've reviewed this issue in detail with Expekt. Unfortunately we are unable to uphold your claim.

You self-excluded at Expekt.com historically. This brand runs on the MGA license. When you requested this self-exclusion you did not request that your self-exclusion be extended to other properties on the license. Without this request your self-exclusion would only apply to Expekt.com.

On the 18th of June 2019 you set-up an account at Expekt.se. This brand had been set-up with a Swedish license and was run separately to the Maltese license property. Given the different licensing regimes the self-exclusion would not carry over in this case.

On the 2nd of July 2019 Expekt.se sent you a responsible gambling themed email as you had passed some internal thresholds. At this juncture you did not self-exclude, but you did stop playing for an extended period. You returned to play on the 27th of August 2019.

Having reviewed your play Expekt.se felt that greater intervention should have occurred after you resumed play on the 27th and as such they have chosen to refund deposits made after this point.

To be clear - the MGA license under which you self-excluded would not have required a refund under these circumstances.

As to communications with the MGA - this is simply a case of poor choice of wording. Their use of "full refund" was in reference to the full balance that they had previously informed you would be refunded, not the full balance of all deposits ever made. That being the case the refund that the MGA were informed would be refunded has been refunded.

Sorry we could not be of further help.

ThePOGG

I would like to inform thepogg of the exact wording used to mga.

Expekt said this - The operator also informed us that they have refunded you the whole amount that you have lost on this account before you self-excluded on the .se site

To say they have refunded the whole amount wagered is not to be interpreted in any other way. It seems they only wanted mga to close the case with this.

As for players information not being carried over to the .se site, expekt have themself said on their other site that information is carried over to the new sites. I can send a print screen of this if thepogg wants to see it.. I've researched that myself.. now they claim it didn't, that's convenient.

Also one more thing, expekt seemed to never had excluded my account when I SE under mga licens. As i years later got an email that my account is closed due to inactivity. Thos would clearly explain that my SE never got carried over to the .se site.. i can show proof of that to ofcourse if needed?

Best regards

Ih sorry lastly. Yes my SE was over all not only expekt.com.

Expekt themself answered me like this - see below in swedish. Out it on Google translate and you'll see it very very clearly a SE over all brands. Forever.

I can forward the email from my SE where they say this if needed also.

Hej xxxxx,

Ditt konto är nu permanent avaktiverat på din begäran. I enighet med vår policy för ansvarsfullt spelande tillsammans med det som angavs när du stängde ditt konto kommer alla andra konton du har med några av våra samarbetspartners också stängas.

Permanent självuteslutning innebär att du inte kommer ha tillgång till ditt nuvarande konto, du kommer heller inte kunna öppna något nytt med oss i framtiden.

Im disappointed in expekt way of not being real on this. Saying stuff like I was never SE over brands for example, when they definitely did say that I was! Or saying they refunded me all wagered to mga but then saying it's a poor wording.

Please through, need any of the above proof, let me know I'll give it instantly!

Best regards

Through - thepogg (autocorrect)

Hi wonderful,

I need to be clear here - the MGA have no remit or authority to take any action in this instance. Expekt.se have never held an MGA license. As such the MGA cannot make rulings on behalf of this operator.

And this is the key point - the two properties in question run on entirely separate license systems. A self-exclusion under one license system will never carry over to the other. Different regulators have entirely different standards required in terms of responsible gambling and as such cross license self-exclusions are simply incompatible.

Having reviewed the communication you provided you are correct that Expekt.com did state that the exclusion will carry over. However this was my error. I asked if you had requested that your exclusion would carry over - as MGA licensees are not required to do so without a request. The answer was no you had not requested this. If the group were doing this by default they were going further than the MGA license ever required them to go. However, it would only have ever applied to the MGA license - i.e. if they had opened up a new property only licensed by the UKGC the exclusion would not have applied to this property.

Expekt.se have only every held a Swedish license. Your self-exclusion under the Maltese license would not have applied to the Swedish licensed property.

Thanks,

ThePOGG