NoBonus - Takin advantage of my problem
Ruling
Found for the Casino - This player claims to have sent an email requesting exclusion to NoBonus the the operator claim's not to have received. The player has been unable to verify this claim.
Examination of the player's play shows that if the exclusion had been applied on the date the player claims to have requested the exclusions, the player would not be entitled to any refund as they won over the contested period.
Read our NoBonus Casino Review.
Player's Complaint
I opened acount in october then wanted to close it forever. After they made me sign up paper and i opened it again. I told about my gambling problem via email ”that they never recieved” and then I asked few times on the chat to close my account. I even made self exclusion and then i declined it and it went away in 24 hours. I think the casino has taken advantage and I have all the documents of me asking to delete the account because of a problem.
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Hi heissulo - welcome to ThePOGG.com!
As we are the ADR for the L&L Europe 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.
Moving on to your complaint specifically, under the MGA license where a player wishes an operator to stop them from gambling they need to make a request to the operator to close their account that makes clear that they are having issues controlling their own gambling. Where the closure request meets this requirement, if the closure was for a defined period of time (i.e. an agreed length), the operator are allowed to re-open the account at any point the player requests but must provide a 24 hour cooling off period before allowing the player access. Where the closure request was for an indefinite period of time ("permanent" or some other variation) the operator has to enforce a 7 day cooling off period before re-opening the account at the player's request.
Now bearing the above in mind, if you feel that the operator has not met the above standards please forward any supporting evidence to [email protected].
Thanks,
ThePOGG