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Live.Casino - Failed Responsible Gambling control

Ruling

Found for the Casino - Under the MGA license your self-exclusion will only carry over if you use the same registration details. Where you change them the exclusion will not apply.

Read our Live.Casino Review.

Player's Complaint

I have self excluded at N1 Casino, the sister site, and specified that i am doing it because of a gambling addiction.

I was able to sign up at Live.Casino using my Name, phone number and address. I player two deposits that shouldnt have been possible to make.

I want a refund and would like to See the owners improve their responsible gaming tools.

Read the casino review

2 Responses

User icon
ThePOGG
October 2, 2019

Hi unluckytoday - welcome to ThePOGG.com!

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.

If you have any questions about the above, let me know.

With regard to your case specifically - you state that your name, phone number and address were the same. Was the other information you used to register your account the same?

Thanks,

ThePOGG

User icon
ThePOGG
October 4, 2019

Hi unluckytoday,

Thanks for your email. Unfortunately there is nothing we can do to help you here.

If you have used alternative details to register your account - and that included using a different email address - then your self-exclusion would not carry over to your new account.

The MGA - on whose behalf we act - have been clear that they do not expect licensees to carry over self-exclusions where the player has used alternative registration information that has allowed them to bypass the automated checks that are in place to prevent further sign-ups. Email address is viewed as a cornerstone of this type of check as unlike name, date of birth or address it is not shared with other people and has to be entered in a standardised format.

Sorry we cannot be of further help.

ThePOGG

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Agreement

unluckytoday 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:

  • Live Casino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • ProgressPlay Limited

October 2, 2019

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