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Ovo - exclusion request

Ruling

Found for the Casino - While Ovo casino do lease some of their service infrastructure from Quasar Gaming they run on a separate license and do not share player information.

Player's Complaint

Hi, my complaiment is about Ovocasino.com but i couldnt find it in the Selection.

A while ago I played at quasar gaming but lost too much there and decided to close the account forever. As told it is not possible to play at any quasar casino and i told them to close my account permanently. A while I played at ovocasino and deposits 300 Euro at one day. I took a look at my paypal bill and saw that the money was transferred to quasar limited under the ovo casino reference.

I conctacted ovo because it should not be possible to play for a quasar casino anymore and I never give the permission to pay to quasar. Please see the email i wrote to ovo:

"After i played in your casino i recognized on my paypal bill that the money was transfered to quasar limited. I am blocked at quasar gaming and didnt want to play there anymore.

I did not know that you are the same Company and by blocking my Account permanently at quasar it should not be possible for me to register at any quasar casino again.

So I ask you if its possible to retransfer the 300 Euro I deposited via PayPal to your casino? The reasons i wrote above."

Answer:

"Dear [EDIT],

Thank you very much for contacting us. We hope you had a great day so far.

Both Ovo Casino and Quasar Gaming are independent online casinos which do not work together. We might share some players however, your request is not possible as Ovo Casino does not stand in connection with Quasar Gaming and your player account there.

If you have any problems with your account on Quasar Gaming please contact them directly to help you with your query.

Should you require anything further, we are happy to assist.

Have a nice day!

Best regards,

Your OVO Casino Support Team"

It is definitly not true and I want my money back because there was always reason I closed my Account at quasar gaming.

Thank you very much.

I sent you the pictures on email

Read the casino review

4 Responses

ThePOGG
April 26, 2017

Hi Somewhere87 - welcome to ThePOGG.com!

Before going any further, have you contacted Quasar Gaming about this issue?

It's actually perfectly possible that Ovo casino, while using some of the Quasar infrastructure, have entirely different ownership. This means that while Quasar may be providing games, a license or payment processing for Ovo casino, they would not be sharing player information with them.

Both of these operators at present only hold an MGA license and as far as I'm aware the MGA places no requirements on the licensees to share exclusion information. Your first port of call should be to contact Quasar Gaming.

Thanks,

ThePOGG

ThePOGG
May 3, 2017

Hi Somewhere87,

Before we can move forward with this issue I need to know if you have contacted Quasar Gaming?

Thanks,

ThePOGG

Somewhere87
May 12, 2017

Hi,

Yes i have contacted quasar and they say that ovo and quasar are two companies without any relationship. But ovo use their Payment System.

Maybe this is "ok" and possible ... but when i close my Account at quasar Gaming and than i see a transaction to them i feel Angry.

ThePOGG
May 17, 2017

Hi Somewhere87,

While I entirely understand your frustration I think it's very likely that these operators are owned separately meaning that self-exclusions would not be shared between operators.

The best suggestion I can give you is to contact the Malta Gaming Authority. They'll be able to review your case and determine whether or not these operators were required to share self-exclusion information.

Sorry we can't be of more help,

ThePOGG

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Agreement

Somewhere87 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:

April 26, 2017

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.