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Mobilebet - self-exclusion not carried over

Ruling

Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.

Read our MobileBet Review.

Player's Complaint

I ask for your help. I played intensively at comeOn until April 22, 2015. On 03/29/2015 I also opened an account with Mobilebet which existed until 02/05/2018. The two casinos belong together. It was always the same employees in the chat as well as by email. Since I played every day, we knew each other. In the chat, the same employee was no matter whether Mobilebet or ComeOn. I have all emails and chat histories. On April 22, 2015, I pulled the emergency brake at my request and, due to a severe gambling addiction, I gambled away house and yard, had my comeOn account permanently blocked for life. The employees, who knew each other through daily chats, complied with my request and blocked my comeOn account. Unfortunately, the staff did not automatically ban my Mobilebet account due to gambling addiction. Unfortunately, I was able to continue to deposit there every day. With the same employees who blocked my account at comeOn due to gambling addiction, I deposited daily at Mobilebet the following day and begged for bonuses in the chat. Everyone knew about my gambling addiction, but they took my money from Mobilebet for almost three more years. I confronted Mobilebet about it and was told it was correct. After the closure of comeOn due to gambling addiction in April 2015, you should have closed my account at Mobilebet immediately and shouldn't have allowed any further deposits, but... You read through the entire correspondence again, I never mentioned my at Mobilebet either Getting an account suspended due to gambling addiction. To me, the answer is madness. The employees, who were the same regardless of whether it was ComeOn or Mobilebet, knew about my gambling addiction due to my self-exclusion from ComeOn. After countless deposits, I begged for bonuses in the chat with the same employees every day. One should have blocked the account immediately with Mobilebet! Unfortunately, after the blocking of ComeOn, I was able to deposit 85,000 euros and pay out 45,000 euros at Mobilebet in the next three years, which could result in damage of 40,000 euros after my self-ban due to severe gambling addiction. And Mobilebet says themselves, yes, it is correct, they should have blocked the Mobilebet account immediately, but after checking the documents, it was not my wish, so it was my own fault. That's not true. I am asking for help to bring about a solution. Thank you Greetings [EDIT]

Read the casino review

1 Responses

User icon
thepogg
August 26, 2022

Hi hsvfan - welcome back!

Sadly there is nothing we can do to assist you with this matter.

Under the MGA license (current), self-exclusion only carry over to other properties on the license where the player explicitly requests that this happen. If you did not make such a request, then your self-exclusion at ComeOn casino would only apply at ComeOn casino. Alongside this, your issue occurred in the time before the current regulations came into force, meaning that the requirements at that time were weaker than this.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of further help,

ThePOGG

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Agreement

hsvfan 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:

  • Mobile Bet
  • United Kingdom Gambling Commission
  • Co-Gaming Limited

August 25, 2022

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