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Hi zippizod - welcome to ThePOGG.com!

Under the MGA license a self-exclusion only applies to the property you register it at (i.e. they do not carry over to other properties on the license unless you specifically request that happens). So the first question has to be 'did you request that the exclusion be extended to all properties on the license?'

The Kroon/Casino Winner issue is potentially different. Did you register a new account with Casino Winner or was your Kroon account transferred to Casino Winner?

Thanks,

ThePOGG

But they also hold UK license as well, all other casinos if you self-exclude on 1 site it blocks you off under the same license across the board. I had account on Kroon Casino before and if I remember I also had 10€ week limit + self-exclusion. Then I went to MGA page and seen kroon casino, was redirected to Winner and simply logged in and gambled away nearly 800€. Also if you self-exclude(permanently) and choose "Gambling Problems" for the reason and you're still able to gamble with same name/email/neteller account is really not responsible. I feel disgusted they allowed same information even though I specifically selected gambling problems.

Also one more thing that prevented me from actually gambling couple days ago. I was self-excluded under MGA licenced casino, my self-exclusion ended BUT I couldnt open account unless I stated I'm in control of my gambling and thus had a 7 days cool-off period. I was never asked anything I was just able to log in like nothing happened even though I selected I have gambling problems. Also I'm 100% sure I had 10€ weekly limit on Kroon Casino as well as self-exclusion, I'm not here to lie. I can give any and all info for you to check that with the operator. They are allowed by their license provider to just have my account re-opened with no questions asked? It wasnt a cool-off, it was Self-Exclusion. 

Thank you and Best Regards.

Hi zippizod,

Whether they hold a UK license is irrelevant. The license conditions for the UK license only apply to UK players. For all other jurisdictions it is the MGA license that applies.

With regard the the MGA requirement surroundign the re-opening of self-excluded accounts:

Where an account has requested a definite exclusion (i.e. one with an end date) the account can be re-opened at any time during the exclusion but only after a 24 hour cooling off period.

Where the requested exclusion period has concluded the account can be re-opened at any time without any cooling off period.

If the account was excluded for an indefinite period (i.e. "permanently") the account can be re-opened at any time but only after a 7 day cooling off period.

So unless you have requested your exclusion be extended to the whole license the exclusion will only apply at the property it is requested at and the cooling off period required is subject to the circumstance.

Do you have a record of the communication where you requested your exclusion at Kroon Casino?

Thanks,

ThePOGG

I have requested self-exclusion at Kroon Casino using their Responsible Gambling page, I didnt request it via Email when clearly I can do it through their tool. You're more than welcome to contact them on my behalf and request them to provide you with details. I had no cooling-off whatsoever and by my memory I requested either 6 months or permanent. 

I understand all you've told me but why do other casinos apply all of the above under the MGA license?

Hi zippizod,

What other operators choose to do would have no bearing on your case. If other MGA licensees choose to go further than their license requirements that would be a their choice, not something we could base a ruling on.

Thanks,

ThePOGG

So you're saying that I dont hold any case here? Not sure how could I even log in due to self-exclusion and why was my 10€ euro a week limit removed.

Hi zippizod,

I am saying that if you have not explicitly asked that a self-exclusion carry over to other properties on the license, then the operator is under no obligation to extend the self-exclusion in this manner.

I am also saying that the Kroon/Casino Winner self-exclusion <strong>may</strong> be more relevant but this will depend on factors such as the requested exclusion length and what occurred at the point where the account was re-opened.

Thanks,

ThePOGG

Ok then but I also had self-exclusion (at least 6 months if not year) on Kroon as well as 10€ weekly limit. I was able to log in and deposit well over 800€. So what are my options?

Hi zippisod,

I've discussed this issue with Casino Winner. Your last self-exclusion with Kroon Casino was on 29th of January this year and extended for 6 months to the 29th of July. As such your self-exclusion had concluded before the date of your play.

Thanks,

ThePOGG

Hi, I'm more interested as to what happened to the limit. My self-exclusion for gambling problems didnt end on Betsafe/Casino Euro but they sent me an Email saying they closed all my accounts across the network because of it yet I was able to play on Casino Winner.

Hi zippizod,

Can you please forward that email to us? When was your Kroon account registered?

Thanks,

ThePOGG

Where do I forward it? 

Let me try to explain one more time. Deposit limit wasnt there that’s a fact but I’ll try to explain account closure. 

I opened Kroon Casino account in June 2018. In March 2019 I have selected gambling problems and indefinetely self-excluded from Betsafe as well as EuroCasino (opened account in February 2018, self-excluded for gambling problems in March 2019). 

I have used their tools to select gambling problems. I was then able to log in to Kroon Casino (self-excluded in January 2019 for 6 months). After I gambled away 800€ in 2 days with no limit I sent Email to support, to which they replied “due to gambling problems we are closing your accounts on all of our casinos” and when I asked “why didnt you do it when I selected gambling problems on 2 of your casinos?” they never replied back.

Hi zippizod,

As previously explained - the exclusion on other properties would have no bearing on this case. Exclusions only carry over where you explicitly request them to. 

What you describe is the operator choosing to act to enforce a license wide exclusion after further evidence has indicated this is appropriate. There would be no burden on them to carry over an exclusion at Betsafe/Casino Euro prior to this without your direct request. So an email informing you of this action <strong>after</strong> the losses occurred at Kroon/Casino Winner would not be grounds for return of losses.

Thanks,

ThePOGG

The player has not asked for the self-exclusion to carry over to other properties on the license so under MGA regulations it applies to only the property where it was requested.

I have permanently closed my account on Betsafe, EuroCasino, I'm self-excluded on CasinoEuro, Betsson, LiveRoullete yet I was able to gamble away almost 800€ in 2 days on Casino Winner(From August 7th to August 10th). They hold the same license and even numbers are the same. I have always used the same Email/Phone number so their system should have stopped me from playing. I have even opted in for "gambling problems" self-exclusion tool from their sites (Betsafe, EuroCasino). I've can show proof from CasinoEuro/Betsafe only (live chat) to confirm I'm self-excluded but I was still able to play under the same license. CasinoWinner recently changed name from KroonCasino, but the license is still the same you can check attached images, I was self-excluded on KroonCasino but once they changed name I could log in and gamble everything away(if you click on KroonCasino you can see it redirects to CasinoWinner under their MGA page). I have problems gambling and they took advantage of me, I used all their tools and I did not change Email or name or phone number so there is no chance they couldnt see it. Can you help me get my money back?
 
 If you check the image they even offer me on CasinoEuro to re-open account although my account is permanently closed on Betsafe for gambling problems.

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