Dunder - ignoring self exclusion and allowing me to lose €3100
Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.
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I have suffered from a gambling issue for a long time but got it under control also due to the fact that i contacted all casino groups where I played and self excluded permanently. Having played basically only on MGA licensed sites a ban was always extended to all new casinos which a group created, so I deemed this to be a strong protection. Unfortunately during the Corona crisis and being more at home than usual I couldn´t resist the temptation and signed up on some sites and played. In the case of Dunder the same issue occured as with a previous complaint here. (https://thepogg.com/complaint/dunder-mt-secure-limite-permenteley-self-exclusion-ignored/).
They allowed me to play and lose despite a self exclusion with MT Secure Trade Ltd in the past. When I confronted them with the complaint here, they did not comment on it.
I played on two occasions at Dunder, the first time I deposited and lost €400, the second time I deposited a small amount and won over €4000 which I of course played away in a matter of minutes due to my addiction issue and then deposited a total of €2700 after that in a short time frame which I also lost, so my net loss in two sessions was €3100. I contacted support as to why signup was possible and why I was able to play as I self excluded at MT Secure Trade in the past, which they even confirmed, but they did not return one cent. I got some generic email that self exclusions at other MT Secure Trade sites from several years ago don´t apply to them and if I don´t like it I should complain here. There seem to have been changes in the MT Secure Trade portfolio, as some sites which used to be part of the group arent anymore, but they still have the obligation to keep the list of banned players updated at all times and act accordingly. To be frank, I didn´t understand their reasoning. I was always of the understanding if you selfexclude on a site you are banned within the network of that operator. That´s how other casino groups handle it. If I try to register on a sister site of an operator where I am banned the account get´s instantly locked or signup isnt possible in the first place. Had I won massively and asked for a withdrawal I am fairly certain the operator would have refused payout on these grounds, so not only is the behaviour unethical, it violates their license, any commitment to fairness and they act predatoriously by profiting from problem gamblers. The amount in question which I lost is great and puts me under pressure. I demand that they return these illgotten funds immediately and work seriously on their attitude towards responsible gaming for the sake of other players in the same situation.
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