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PlayGrand – Need refunded from Casino Self excluded from sister site

Ruling

Found for the Casino - Under the MGA license self-exclusions only apply to the property they are requested at unless the player request they are extended across the license.

Read our PlayGrand Casino Review.

Player's Complaint

I have self excluded from there sister site gate777.com which is part of the whitehat company which means i should never have been allowed to open an account with playgrand casino. I want my deposit to be reversed.

Read the casino review

5 Responses

ThePOGG
Nov 15, 2019

Hi 6ixlife - welcome back.

As we are the ADR for the White Hat Gaming 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.

Before going any further - when you self-excluded at Gate777 did you ask the operator to extend the exclusion to other properties on the license?

ThePOGG

6ixlife
Nov 16, 2019

i would assume that's their responsibility as why else would someone want to be excluded??? i didn't ask to close my account but to be on the exclusion i even told them i want it indefinitely and i am never coming back.

ThePOGG
Nov 19, 2019

Hi 6ixlife,

The MGA license treats self-exclusions as only applying to the property they are requested at unless the player explicitly ask for the exclusion to be extended across the license. So I need to know did you make this request?

Thanks,

ThePOGG

ThePOGG
Nov 26, 2019

Hi 6ixlife,

I'm following-up on the above?

Thanks,

ThePOGG

6ixlife
Nov 26, 2019

you may close this case thanks i know for future

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Agreement

6ixlife 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:

  • PlayGrand
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

November 15, 2019