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King Casino - AG Communications breach

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our King Casino Review.

Player's Complaint

Hi,

I'd like to submit a complaint for the AG Communications branded casinos.

To start, I was self excluded from Trada, which was taken over by AG.

I was allowed to create accounts with the AG brand, even though I was self excluded from one of their now sites (Trada).

I then, closed another account with that brand (MrPlay). After that, I was able to create an account at another sister site, GreenPlay I lost quite alot on GreenPlay and someone got in touch with me from the Responsible gambling department and said I need to set a limit. As this monthly limit had already been passed, I was no longer able to play here.

Now, I'm allowed to create a new account at their other sister casino, QueenPlay. I set a limit here and hit it. So I went on and was also able to create another account at their sister casino KingCasino.

Firstly, I would like to ask, if I should have been allowed to create an account at all these sister casinos after hitting my deposit limits, enabling me to deposit more? (I was already excluded at Trada, I had closed an account at MrPlay, their responsible gaming department forced me to set limits on one of the sites before allowing me to deposit on the others).

Secondly, when I signed up to KingCasino, I set a deposit limit of £2000. I got caught up in playing and I ended up depositing and losing £2700. Surely I shouldn't be allowed to go over my deposit limit?

After this - they changed my deposit limits across ALL brands to a lower limit, which would indicate they are treating me as one customer across all brands. So why was this not the case for my exclusion / previous deposit limits?

I am now excluded from all these casinos, but would like answers to know if I should have been able to keep creating all these accounts and at least a refund for the £700 I was able to deposit OVER my deposit limit.

Thanks for the help.

Read the casino review

3 Responses

ThePOGG
December 15, 2020

Hi ag-dispute - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

AG dispute
December 16, 2020

Hi, thanks for the response - someone suggested I make a complaint here first.

Just to confirm - them letting me deposit over the deposit limit I set isn’t part of the mediating service you offer?

Thanks again

ThePOGG
December 20, 2020

Hi AG dispute,

As stated, the UKGC reserves the management of this type of complaint to themselves.

Thanks,

ThePOGG

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Agreement

AG dispute consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • King Casino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

December 15, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.