Metro Play

VISA

Hi ljs9 - thanks for getting in contact.

Let me get in contact with Metro casino and I'll see what I can find out.

ThePOGG

Hi ljs9,

So far I've had no response from Metro Play. I'm following this up again right now.

ThePOGG

Hi ljs9,

I have had a response to this complaint on Monday stating that the issue has been passed to management and they will contact me in 'due course'. I haven't heard from management, but will chase this on Friday morning if they haven't got in contact.

ThePOGG

Hi ljs9,

I have been assured that a member of Metro Play management is actively working on compiling a response to this issue, so I'm still waiting for that.

Please bare with me.

ThePOGG

Hi ljs9,

I have established contact with Metro Play management who have asked me to publish this statement;

“Thank you for allowing Metro Play the opportunity to reply to this comment. My name is [EDIT], I am the Operations Manager for Metro Play.

 As with all Operators, standard procedures are followed on a continual basis and relevant action taken if necessary.

 Having read the comments, it is apparent that we are currently in conversation with the customer.

 As you know we are unable to divulge information relating to specific customers but would invite the customer to contact us for further information.”

I have responded to this statement informing Mr. [EDIT] that the Data Protection Act does not prevent any organization from discussing a users account details as long as the relevant permission is provided by the account holder. We've also pointed out that this permission was explicitly expressed in the initial complaint submission, but that we are happy to assist in furnishing Metro Play casino this permission in whatever form they feel is necessary. I'm still waiting on a response to this.

If there has been any ongoing communication between yourself and Metro Play casino, it would be useful to me if you could provide me with details. If not, you should try to contact Metro Play directly to see what they have to say.

Thanks.

ThePOGG

Ok, so I've heard nothing back from Metro Play. I feel that if they don't respond by the end of business on Friday we'll have to accept that they are not willing to engage in this discussion.

ljs9 - have you heard anything further from them?

Thanks

ThePOGG

I have not received any further communication from Metro Play, beyond them stating that their final stance on the matter was that my winnings were voided.

Is there anything else I can do to assist with this complaint? I have already given you and Metro Play full permission to discuss my personal account data held by Metro Play.

Hi ljs9,

Metro Play don't seem to feel that any level of permission is sufficient to discuss a player's account with a 3rd party, at least that's the message I take from their failure to respond.

The only thing I can suggest is that you prepare an email to Mr [EDIT] and I'll forward it on to him with instructions to respond directly to your email address.

ThePOGG

Mr Looijenga has made it clear that he does not wish to discuss the matter any further with me, by stating his position was final in a previous email.

What are my next steps?

Hi ljs9

The answer is that there's not really much more that I can do to assist you. If you forward on any email communication that you had with Mr [EDIT] to webmaster@thepogg.com I'll determine how communicative Metro Play were about the specifics of their issue and base the final report on this. I'll also mark their group as Non-Responsive to player complaints and Not Recommended in the upcoming review.

Further than that I'd recommend submitting a complaint with the AGCC, Metro Play's licensing body. You can find their contact details at <a href="http://thepogg.com/regulator/gambling-control-commission/" rel="nofollow">http://thepogg.com/regulator/gambling-control-commission/</a>.

If that's unsuccessful you may wish to investigate legal channels, but I have no experience with which to advise you on this and certainly am not qualified to provide legal council.

Sorry I can't be of more help than this.

ThePOGG

Hi ljs9,

It would be really useful if you could forward on any emails you've received from Metro Play to webmaster@thepogg.com so that I can incorporate the details into the final report. If I haven't heard back from you by Friday the 22nd I'll write the report without them.

Thanks

ThePOGG

Ok, I've received the email feedback from ljs9 and given Metro Play's refusal to discuss the issue directly will quote it an analyses it's content;

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">Dear [EDIT]
 
I am writing to you as the [EDIT] of Metro Play.
 
As you are aware, your account with Metro Play has been closed and your initial deposit returned to you – minus any money taken from the system previously. This is following a review of your gameplay behaviour by Metro Play.
 
Our analysis of your activity evidences that you employed a low risk betting strategy in order to meet wagering requirements. In addition, your account is linked with other Metro Play accounts, all of which exhibited similar behaviours. These include:-
<ul>
<li>only depositing when a high bonus is offered;</li>
<li>wagering most of the balance on a low number of bets;
attempting to double-up;</li>
<li>moving to slots, playing mainly on auto-spin until wagering requirements are met; and</li>
<li>once requirements are met withdrawing funds.</li>
</ul> 
This above activity is deemed bonus abuse. It is a breach of clauses 12 and 15 of Metro Play’s general terms. It is also a breach of clause 13 of the bonus terms. You will have been made aware of these terms when you joined Metro Play as well as when you requested a specific bonus.
 
In light of the above, action has been taken to return your deposit of £500 to you and to close your account. We have also cancelled and voided the bets placed by you.
 
Should you wish to take this matter further, you can use our Complaints and Disputes Resolution Policy, which can be found here:- hxxps://account.metroplay.co.uk/responsible-gambling.
 
Metro Play is an Alderney based entity and licenced online casino. As such, you may also wish to contact the Alderney Gambling Control Commission at: St Anne’s House, Queen Elizabeth II Street, Alderney, Channel Islands, GY9 3TB. Telephone: + 44 (0)1481 825500 / Website: hxxp://www.gamblingcontrol.org / Email: info[@]agcc.gg.
 
Regards
 
[EDIT]</blockquote>

Having reviewed the stated the terms that the Metro Play representative quote, none of the behaviour in the bullet pointed list is in any way prohibited by these terms. What these terms do prohibit is multi-accounting or collusion (group play). The relevant sections of the terms are as follows;


<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">12.6 We reserve the right to void any or all bets made by any group of people acting in conjunction with each other in an attempt to defraud us.

13.2 We will take reasonable steps to prevent such unacceptable behaviour by our users but we will not be liable for any loss or damage which you may incur as a result of such collusion, fraud, cheating or otherwise illegal activity.

15.2.1 we suspect that you: (c) are taking unfair advantage of us or any other customer or are otherwise acting in an unfair manner (for example, by exploiting a fault, loophole or error in our software, by collusion, or by any other means); or
</blockquote>

As can be seen above, all of these terms are specifically associated with collusion between account and as such it seems reasonable to assume that Metro Play's issue in this case it that they feel that ljs9 is either operating several accounts or they are part of a group of players that work together.

There are two extremely concerning factors in this case however;

1) Metro Play have established precedent that they will not discuss player complaints with independent mediators (while they did suggest referring the issue to IBAS, this particular mediators had their independence called into question at a governmental level - http://www.publications.parliament.uk/pa/cm201012/cmselect/cmcumeds/writev/gambling/m57.htm).

2) The list of non-prohibited activities - given that in their own right they provide no justification to support confiscation of funds - can only be presumed to be the associating factor with which the 'collusion' was identified. There are legitimate reasons for casinos to want to prevent players either running multiple accounts or working together in groups and this site has ruled many complaints in favor of the defending casino where appropriate evidence has been gather to show that the connect between accounts is more than coincidental. However, even if Metro Play could produce evidence to show similarities between accounts based on all five of the factors quoted, this would not constitute strong enough evidence by itself to justify confiscation of winnings. The simple facts are that many players will only play with bonuses, will try to conserve their win after a big hit by reducing their stake, use double up strategies, will switch to a higher weighted game after a win and will withdraw after completing the wagering requirement. These are all common techniques employed in varying frequency by both regular players and advantage players. Simply engaging in these strategies is far from strong enough evidence to conclude that fraudulent activity has taken place.

Of course, perhaps Metro Play have evidence over and above that which they've shared with ljs9, but as they've declined to discuss the issue with us that is pure speculation.

This case has been marked as 'Found for the Player'. The upcoming Metro Play review will be marked as both 'Not Recommended' and will have Red status for 'Response to Complaints'.

If ljs9 wishes to pursue this issue further we'd recommend contacting the <a href="http://thepogg.com/regulator/gambling-control-commission/" rel="nofollow">Alderney Gambling Control Commission</a> and sorry we could not be of more help with this issue.

ThePOGG

Metro Play confiscated player funds based on vague statements about low risk play and refused to discuss the issue with us.

My complaint is against Metro Play Casino, their website is http://casino.metroplay.co.uk. They are a wholly owned subsidiary of DMG Media of Northcliffe House, 2 Derry Street, London, W8 5TT, who own the Daily Mail amongst other businesses. 
 
 I made several deposits to their casino, first losing but then finally managing to complete the wagering on a subsequent reload bonus.
 
 When I attempted to withdraw my winnings, I was asked to send lots of documents, fair enough, just like showing your ID at a real casino.
 
 Once my documents were verified, I was informed by email that my winnings would not be paid as "I was using a low risk betting strategy". What is and is not low risk is not defined in their terms and conditions and therefore a player cannot know how they are allowed to play.
 
 I feel that Metro Play Casino have not provided a valid justification to void my winnings. I did not break any of their terms and therefore  I should be paid in full.
 
 My username at the casino is [EDIT] and my email address is [EDIT]. You have my full permission to discuss any element of my account and this dispute with Metro Play Casino.
 
 Thank you
 
 [EDIT]

Metro Play Casino - Does Not Pay Winners

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