Bob - self-exclusion issue

Hi fantasj - welcome back!

As we are the ADR for the N1 Interactive 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).

– 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 case specifically - under MGA regulations a self-exclusion would only extend to accounts registered after the exclusion point if the registration details match those of the excluded account. The regulator have a zero tolerance policy to players altering their registration details to bypass automated detection processes.

If you have used a different email address the automatic detection systems that are used to identify excluded accounts would not pick-up your registration. As to having checked ID, these types of verification checks are to confirm the information registered on your account matches your ID. They do not extend to searching the account database to identify other potential matches.

All we can suggest is that you consider installing our free Responsible Gambling app BetBlocker which will restrict your internet capable devices from accessing over 6.5k gambling operator websites.

Sorry we could not be of more help!

ThePOGG

Why in the following case (link) where the gambler got a second email address as well they refund the money??

https://thepogg.com/complaint/spinia-wont-get-my-winnings/

Looks like they only refund the money when it is in their own advantages.

any update??

Hi fantasJ,

That situation differs from yours in that the player had won. The operator does not have the right to retain deposited funds that have not been lost. Where deposits have been lost, the operator are not responsible for this where registration details have been changed to bypass automated detection.

As stated above, I'm sorry but there is nothing further we can do to help you.

ThePOGG

So for my image formation. if I had won the casino could decide to pay me or not because I was able to create a second account.

Where can i make a real complain about this whole situation.

I think the fact that according to the guidelines of mga is not the intention that a second account can be created only with a different email address. So the entire self-exclusion system fails here. and the casino knows this and they don't do anything about it because it means more for them. that cannot be the intention

Hi fantasJ

We manage complaints on behalf of the regulator for Spinia.

A self-exclusion is a two way agreement. The operator agrees to put in place reasonable restrictions to prevent you accessing their services. You are agreeing not to try and bypass those restrictions. Where you change your registration details to prevent your account being automatically rejected, the operator is no longer responsible for your actions.

As stated above, there is nothing further we can do to help you.

ThePOGG

I was not trying to bypass. I just made an account with a different email address at bob casino a sister account from the same company as Spinia in did not know.

And as i said i did that because in did not want that my wife find out about my gambling behavior.

What kind of self exclusion programm do they have when its that easy to bypass. Looks like they do that purpose to make more money for the casino than to think about the gambler.

Can you tell me what this line mean??

A. check that players with indentical main required details are not allowed to register.

This is point 6.17.4 player registration

MGA guidance!

How is this clear rule interpreted?

For what did MGA make a guidance when big casino just not check any of that?

Check that players with indentical main required are jot allowed to register.

So they do not check this at all that is a fact for sure.

Whole system if a farce.

Hi fantasJ,

The line means exactly what it says - if you alter your registration details, i.e. they are not identical, the restriction wont' carry over.

I'm sorry you are unhappy but there is nothing further we can do to help you.

Thanks,

ThePOGG

So you mean name, address, date of birth, passport are not the main required details?

Hi fantasJ,

Email address is considered a 'main required detail' as it is both the primary point of communication the operator has with the player and you cannot complete the registration process without entering it. As explained already, if you have changed this information your exclusion would not carry over.

Thanks,

ThePOGG

You gave me information what makes no sense. Because its simple that is not what MGA mented with main required details. Even a child would know that.

Check that players only have one account!!!

So name address date of birth day that is what that mean. It is not the email address that makes me a player. It is me as person. So they had to check that!!

Hi fantasJ,

I'm sorry you're disappointed, but I can state as fact that email address IS included in this term as we have worked with the regulator directly on many similar cases.

ThePOGG

i am not disappointed.

It's just not what MGA mented by

make sure players have only one account and check that players with indentical main required details are not allowed to register.

So the casino is not doing this checking at all. Has nothing to do with my feeling. It is just something the casino has to do and they don't do the checking at all. And there is nobody who's doing anything about this. And MGA just accept that casino's do not check this at all. That is very very wrong

Hi fantasJ,

I understand your frustration but the simple truth is that the regulator are best placed to know what they meant and had your email address remained the same your registration would have been prevented.

Beyond this, even in the more highly regulated UK market, Gamstop - the national self-exclusion scheme - explicitly states in their terms of use that using a different email address may prevent the system from working. This is not a policy exclusive to the MGA.

ThePOGG

Than still something goes terrible wrong here. Because a player can have multiply accounts by only changing the email address so they still do not check that people with indentical main required aren’t allowed to play.

And i know if i used the same email address at bobcasino as i used in spinia where i was self excluded.

They and you come up with other excuses. So it just make no sense even if you know that they do not follow MGA guidance. The casino can continue their cunning practices. for they sail through the loopholes of the law and nobody does anything about it.

Hi fantasJ,

While I understand your frustration there is nothing further we can do for you. Self-exclusions are a two way agreement. The operator are agreeing to take some responsibility for your actions. You are agreeing not to try and bypass the restrictions they put in place. When you alter your details to bypass those restrictions. Email address is considered one of the primary fields to confirm the identity of a person as a) it is almost universally used by a single person and b) unlike other pieces of data like date of birth, name or address, cannot be formatted differently when entering it into a form electronically. This makes it highly reliable.

There is nothing further we can do for you in this instance and while I do appreciate that you are unhappy with the outcome I have been clear about the reasons for the ruling. This complaint is now closed.

ThePOGG

So you agree with me that email address is not that personal

Hi fantasJ,

No, I've been clear I do not agree with you nor does the regulator.

ThePOGG