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MrPlay - Self excluded

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 MrPlay Casino Review.

Player's Complaint

I recently registered with mr.play deposited, placed bets and made a withdrawal with minimal verification checks if any. I don't believe I was requested to send anything in, I might be wrong I've recently signed up to a few online bookies.

Since then I tried to register with bet regal but was told to contact customer services who informed me this was not possible due to a previous permanent self exclusion from there sister site karamba which excludes me from using any site within there brand. They also sent me a link with a list of all the casinos in the brand I'm unable to use which included mr.play.

I've contacted mr.play to bring this to ther attention and point out I could possibly be liable for a refund of deposited monies. The advisor has squashed these allegations saying I was only self excluded from karamba only, but upon sending proof of the recent evidence off bet regal I was told this would be passed on to management.

I then thought I'd double check with karamba so I asked on the online chat for some details on my self exclusion, to my surprise the advisor was same person who I'd just spoken with on mr play who then confirmed that my self exclusion was on a network level so I was excluded from all brands just as I was told by bet regal.

I've now received an email from mr.play management that no refund will be processed as I was only self excluded from karamba and my self exclusion from the network was started yesterday.

Hope you can help.. cheers

Read the casino review

4 Responses

ThePOGG
April 29, 2020

Hi dee86 - 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

Dee86
April 30, 2020

After receiving the new self exclusion from all brands on network from mr play 6 days.. done my own investigation and was still allowed to register with 2 new sites on there network today. Cheers anyway ?

Dee86
May 6, 2020

Hi pogg I'm still having no luck with mr play who are still saying I was only self excluded with karamba. But it come to my attention that betiton are also on the AspireGlobal network and they have refunded me the money I deposited back, I've since contacted mr play who are still in denial and claiming betiton refunded as a kind gesture even though betiton confirmed it was due to my self exclusion. I'm mega confused but believe I have a case I've got all the evidence but not the brains to push my claim forward myself. Is there any recommendation of companys you think might help ?

ThePOGG
May 8, 2020

Hi Dee86,

As stated above, this type of complaint is reserved to the UKGC for review. You would have to contact the regulator.

ThePOGG

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Agreement

Dee86 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:

  • Mr Play
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

April 29, 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.