NoBonus – Complaint

Hi pattyps88 - welcome to ThePOGG.com!

As we are the ADR for the L&L Europe 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).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– 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.

Moving on to the specifics of your case, I need you to answer a couple of questions before we move forward:

i) When closing your accounts with the other L&L Europe Ltd brands did you tell them that you were closing due to gambling problems? I need to be clear that asking for a "permanent" account closure does not qualify as a responsible gambling closure unless you have informed the operator you are having trouble controlling your gambling.

ii) Did you use the same details (name, address, email address etc) when signing-up to NoBonus that you used at the other casinos?

Thanks,

ThePOGG

Hi pattyps88,

I've now discussed your issue at length with the operator and reviewed the relevant communications.

You've only made a single account closure request with this group on the 7th of April 2018 and it stated the following:

"Hi I would like to set up a self exclusion for my account for an indefinite period."

At the time of this request a "self-exclusion" under the MGA license was considered to be any closure request made by the player and did not in itself quantify that the closure was due to problem gambling issues or fell under the responsible gambling definition. To fall under the definition of responsible gambling the request had to be accompanied by a clear statement as to the reasons for the closure. Your closure request did not include such a statement.

Unfortunately, that being the case, unless you can provide record of an exchange where you clearly told the operator that you were experiencing problem gambling issues, there is nothing we can do for you here.

ThePOGG