Frank&Fred - Limit not working

Hi spacebear - welcome back!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hi spacebear,

I've discussed this issue with the operator. This is an ambiguous case.

Under MGA license requirements, licensees are not actually required to offer a loss limit at all. The guidance that the regulator has issued historically on this matter has directed that where operators do offer loss limits should be based on player deposits, disregarding winnings. The concept behind this is to protect players from experiencing financial losses, not to preseve wins. Under this interpretation, as your balance was made up of winnings rather than deposited funds, the loss limit would not have been triggered.

However, it does seem to me that the term 'loss' can be interpreted in multiple different ways, those being the reduction of balance from its present point or overall financial position and I do question whether the Frank&Fred system was clear enough in detailing how this system should function.

Given that the Loss Limit did function in the manner that the regulator has directed I don't feel that we - as an ADR serving on behalf of MGA licensees (albeit not Frank&Fred) - can rule against the operator. But given the ambiguety of the definition of 'loss' I don't feel we can fully support them either. As such this complaint will be ruled as 'Unresolved'.

Sorry we could not be of more help.

ThePOGG