Android Phone

iPad

iPhone

Android Tablet

Windows

Canadian Dollar

Euro

British Pound Sterling

Norwegian Krone

US Dollar

1x2 Gaming

2by2 Gaming

AdoptIt Publishing

Ainsworth

Amaya

Bally

Betsoft

Big Time Gaming

Bla Bla Bla Studios

Blueprint Gaming

Booming Games

Cadillac Jack

Electric Elephant

Elk Studios

Fantasma Games

Fortune Factory Studios

Foxium

GameArt

Gamevy

Gaming1

Genesis Gaming

High 5 Games

Inspired Gaming

iSoftBet

Lightning Box Games

Merkur

Microgaming

NetEnt

Old Skool Studios

Oryx Gaming

PariPlay

Play'n Go

Playson

Pragmatic Play

QuickSpin

Rabcat

Realistic Games

Red Rake Gaming

Red Tiger Gaming

SG Digital

Side City Studios

Sigma Gaming

Skillzz Gaming

Slingshot Studios

SYNOT Games

Thunderkick

Tom Horn Gaming

Triple Edge Studios

Wazdan

Yggdrasil Gaming

Karjala Kasino

Astropay

Bank Transfer

Easy EFT

Entercash

Euteller

Giropay

Instadebit

Master Card

Neteller

Paypal

Paysafecard

Skrill

Sofort

Trustly

VISA

Zimpler

Chat

Email

Phone

Hi nickrone - 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.

Before we go any further - when you made your self-exclusion request to this group did you request that it be extended to all properties on the license?

Thanks,

ThePOGG

Yes when I applied for the self-exclusion I advocated to make it affected across all associated sites. I was then advised that it would happen automatically and I would be protected from creating any accounts.

Hi nickrone,

I've discussed this issue with Karjala. On the 25/02/2017 you requested a self-exclusion on the Live Chat service at Guts casino. At this point you requested a 1 year self-exclusion that concluded on the 25/02/2018. You opened accounts with AgentSpinner on 21/11/2019 and Karjala on the 30/11/2019 - after the conclusion of your previously requested self-exclusion. As such there would be no restriction on you signing-up and playing at this point.

Due to concerns regarding some comments you made on Live Chat recently the operator has taken the decision to exclude all your accounts for a further year.

I hope the above helps clarify this situation for you.

Thanks,

ThePOGG

That information they gave you in incorrect. I have the document I received by Data protection GIG. What email should I send it to so you can view it?

I have emailed the document supporting my claim to complaints@thepogg.com. After entering the password click on “Block History”.

Hi nickrone,

I've discussed this issue with the operator. The block you are referring to (having been put in place on the 29/01/2018) was put in place by the operator, not yourself, and as such would not automatically carry over to other properties on the license. Unless you have asked for this to be extended to all properties on the license this block would not carry over to Karjala.

Thanks,

ThePOGG

The information that they have given you is incorrect again. I have forwarded you the chat with the Karjala agent. Please check your email (complaints@thepogg.com).

Hi nickrone,

Yes nickrone, we are aware of this but it does not change the facts. The support agent has simply been operating off of incomplete information. The exclusion in question was put in place by the operator. As such it does not carry over. The only factor that could influence this would be if you have specifically asked that this exclusion carries over. If you have a record of such an interaction please forward it on to us.

Thanks,

ThePOGG

Here are the Terms and Conditions posted on there site that can be found under Responsible Gambling. 

"Self-exclusion allows you to take a break from gambling, if it becomes something else other than fun and entertainment. During the chosen period all online accounts that you hold with MT SecureTrade Limited will be subject to your self-exclusion request. This facility is available online here when logged in or by contacting our Customer Service team.

During this period we will not send you any marketing material and we cannot accept any deposits or bets".

So this clearly proves my case here as how they broke there own policy. So as they state ALL online accounts that are held with MT SecureTrade Limited will be subject to a Self-Exclusion and CANNOT accept any DEPOSITS or BETS.

So if this is still not enough evidence please let me know.

Hi nickrone,

I'm afraid you are incorrect. The term is "<strong><u>self</u></strong>-exclusion". By definition this is an exclusion put in place by you, hence the use of the word "self". Where the operator chooses to exclude an account this is not a "self-exclusion" and as such not subject to the rules as advertised in your quote.

Thanks,

ThePOGG

I will be emailing you the chat-log tonight where I specifically ask for a self-exclusion across all there sites.

Ok i have now emailed you the Chat Trans script with Agent Spinner where I specifically ask to be self-excluded from all associated sites. Having said that the self-exclusion will exclude me from all MT SecureTrade Limited casinos "Karjala" included.  And the pervious chat trans script i sent you with the Karjala agent clearly confirms this and states i am self-excluded until Dec 2 2020.

I have now sent and complied with all ur demands to show that i am truly a victim here and i hope you can see that now.

Hi nickrone,

I'm uncomfortable with your use of the word "demands". We have not "demand[ed]" anything from you. To date I have simply explained the licensing rules and how they function.

The chat transcript you forwarded is dated 30/11/2019. Did any play occur after this point?

Thanks,

ThePOGG

Yes, Karjala allowed me to create an account and lose $4000 after this date. It wasn’t until December that Karjala realized I had a active self-exclusion and should have never let me open an account let alone lose so much money and closed the account down.

It’s been over a month now with no response. Just looking for a update please, thank you

Hi nickrone,

A dialogue is ongoing with the regulator regarding this matter. You will be informed when that discourse is concluded.

Thanks,

ThePOGG

Hi nickrone,

Can you please, using your phone, create a video showing you logging into your email account, searching your inbox to locate the email dated November 30 2019 at 7:09:35 AM EST from Agent Spinner containing your Live Chat transcript and show us the full transcripts. Once you have created this video let us know and I'll provide details of how you can send it to us.

Thanks,

ThePOGG

Okay i made the video for you. It is a large file size as i recored it in medium - high quality so it would be more clear.

Hi nickrone,

You can use this service to send us the file - wetransfer.com/

Thanks,

ThePOGG

Okay i have uploaded the video to (wetransfer.com/) and put your email (complaints@thepogg.com). 

Hope this is now everything you need. Also the link says it will be up for 7 days.

Hi nickrone,

Thanks for your submission.

Unfortunately it missed several key points.

Firstly, the video needs to be recorded on your phone showing the screen, not with screen capture technology.

Second it must show you logging into to your email address. Going to an already logged in email address is not sufficient.

If you can redo the video and send it over that would be appreciated.

Thanks,

ThePOGG

Okay i have taken another video as you requested. I made sure to include the key points. I made the video with my iphone and me logging into Gmail using safari from my apple computer.

you should receive the link any minute now
at: complaints@thepogg.com

i hope this is everything needed now.

It has now been 3 weeks since I uploaded the video as u requested. Just looking for a update.

been 6 weeks now since i sent you the video you requested. Can i have a update please and thank you

MT SecureTrade have provided sufficient evident to demonstrate that submissions made by this player have been non-genuine in nature. As such our involvement in this case has been terminated. 

No further posts will be approved on this thread.

ThePOGG

MT SecureTrade have provided sufficient evident to demonstrate that submissions made by this player have been non-genuine in nature. As such our involvement in this case has been terminated.

Turns out I am self-exclude from a list of casinos under the AgentSpinner and KarjalaKasinos licensing company and they allowed me to join and lose in excess of $4,000 plus over the corse of 2 weeks before blocking my account and saying I am self-excluded. It is impossible for me to know all the sites that operate under the same company . They should have never allowed me to create a account let alone Lose thousands of dollars. Two weeks after losing the money they closed my account and said I am not entitled to a refund. A Self-exclusion is law bidding and they did not take the correct measures to protect me as a problem gambler. I am entitled to a Full Refund.
 I have chats and documents to support this.

Karjala - Self-exclusion rights were broken

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com