Playluck - let me play but im blocked at the Aspire Global Group

Hi somewhere87 - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global 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.

Before going any further - when requesting your previous self-exclusions did you ask that these exclusions be carried over to other properties on the license?

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.

Thanks,

ThePOGG

Hi Thank you for your help. I did not ask to carry exklusion to other casinos. But After my Account has been closed suddenly all my other Accounts at Aspire Global Group have been closed. So i Think that all my accounts should have been çlosed After my request at Karamba.

On the other hand playluck say they have Special employees to see when someone shows signs of Addiction. I lost 500 euros in 3 hours with high bet and no one stopped me.

Thank you for your help

Hi Somewhere87,

Unfortunately in that case there is nothing we can do to help you.

The MGA license only requires that operators carry over self-exclusions to other properties on the license where the player explicitly requests that this happen. That being the case, your Karamba self-exclusion would not carry over to other properties on the license.

Neither would the regulator to independently intervene based on a €500 loss.

Sorry we cannot be of further help.

ThePOGG

hi thank you for your help. But after I informed Playluck about this all my other accounts on aspire global has been closed. So why wasnt my account closed at Playluck when i register? (All my accounts should have been closed afther i asked at karamba).

Thank you

Hi again. I took a look at the MGAs Player Protection

"In the event that a player has been excluded by the B2C licensee light of sufficient reasons which indicate that the player may have problem gambling that player shall be excluded across all brands operated by the B2C license."

So i Think After my request at Karamba because of gambling issues it shouldnt have been possible to play at any Casino of the Aspire Global Group.

Thank you for your help.

Hi The Pogg,

i asked at aspire global group how they handle the account closing because of gambling issues. Thats the answer:

Hello,

Thank you for your email.

If a player reported Gambling Problems and his account was closed due to responsible gaming reasons, such player shall not be able to play/deposit on any of our sister casino web-sites.

So Playluck shouldnt let me deposit.

Thank you

Hi Somewhere87,

Please review the quote you provided from Player Protection Directive 2 of 2018:

"In the event that a player has been excluded by the B2C licensee light of sufficient reasons which indicate that the player may have problem gambling that player shall be excluded across all brands operated by the B2C license."

This refers to situations where the operator - independent of any request from the player - decided that they need to close a player's account. It does not require the operator to carry over self-exclusion requests to all brands on the license where it is the player that request this. In fact the below inclusion covers this specific dynamic:

"Provided that, in the absence of a unified self-barring database, if the brands

require separate player registration, where the B2C licensee operates multiple brands,

the B2C licensee may allow for self-exclusion to be limited to a player’s activity on the brand on which the player has requested self-exclusion"

The response you received from Aspire Global - was this from Playluck and was this before your play?

Thanks,

ThePOGG

Hi

This answer is directly from Aspire Global of Today. Because asked to close my Account at Karamba because of gambling issues 2 Years ago. So i shouldnt be able to play at any other Casinos of the Aspire Global Group.

Hi Somewhere87,

I understand you are frustrated, but going back to Live Chat at this stage does not change the outcome of this case.

Unless you

i) asked for your self-exclusion to be applied to all properties

ii) were informed before this incident by the operator that your exclusion would be extended to all properties on the license

iii) found clear information on the operator's site stipulating that all self-exclusions will be applied to all properties on the license

then this makes no difference. As already explained, the MGA do not require this to happen automatically. If the operator has chosen to take action on your Playluck account, they then have to apply that to their entire network. Your request at Karamba does not fall under this requirement and information provided after the event is either incorrect or has been in reference to your account specifically, which is what has happened here.

ThePOGG

hi thank you for your answer. Which Live chat do you mean? Im in contactwith Aspire Global, aspireglobal.com , not with any casino. I will clarify this matter with them. Thank you.

Hi Somewhere87,

As explained already, the Live Chat does not change this situation regardless of where it occurred.

The operator has not provided you with this information prior to this issue occurring. It is a clear mistake on the part of the Aspire Global rep and we will alert them to this, but as it only occurred after the issue in question it cannot be claimed that this is the reason for the confusion.

As detailed above, self-exclusions on this license do not carry over unless you have asked that this happen.

Thanks,

ThePOGG

Hi ThePogg, in the meantine i should sent my documents to Karamba to get my Money (AspireGlobal told me to do it). But karamba dont answer for more than 1 Week.

Hi Somewhere87,

As explained above - if someone on the Live Chat directly at Aspire Global has informed you that self-exclusions carry over, they have done so in error. You are not entitled to a refund unless:

i) You requested that your self-exclusion at Karamba be carried over to other properties on the license.

ii) Someone at Karamba - prior to your play at Playluck - informed you that your self-exclusion would be carried over to other properties on the license.

iii) You have self-excluded directly with Playluck and been allowed to play afterwards.

Thanks,

ThePOGG