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Hi goos,

Please ensure you have read our <a href="https://thepogg.com/en-gb/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that fully understand how our complaint management process functions.

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.

Firstly - under the MGA licensing system, self-exclusions only carry over to other properties on the license where you specifically request that this happens. Without this request the exclusion will only apply at the property that you request it at. Did you make such a request?

Next - the Swedish rules regarding bonuses/promotions only apply to properties holding Swedish licenses. GSlot do not hold a Swedish license and as such are not subject to these restrictions.

Finally - you state you received a promotional email from GSlot how you "can remove limits set". Had you set a limit at GSlot before you received this email?

Thanks,

ThePOGG

Hi, 

Thanks for accepting my complaint. I have tried to answer your questions below. 

Question 1. (“Firstly”)
Do they not need to inform the player about their process and what the self-exclusion applies for?Below I have stated some examples from other operators but first in regards to your question - No I didn’t make that request. 

As stated in my complaint I assumed that a forever self-exclusion became applicable across brands. This due to that there are no information at Slotwolf that indicates the opposite or that they do not have a unified self-barring database, which is the reason according to the ‘MGA Player Protection Directive’ to only apply the self-exclusion on one brand. Below I have paste the information from the directive before the information about the self-barring database is stated.

“Any exclusion implemented in terms of this article shall be offered:
(a) For all the games offered by the B2C licensee, and, optionally, but not alternatively to the latter, for one or more games or for one or more gaming verticals; and
(b) Across all the means by which the B2C licensee provides its services, and, optionally, but not alternatively to the latter, across one or more websites and, or one or more remote means.“

Other multi-brand operators (e.g Gammix, True Flip, Infiniza) have information clearly state in their T&C, under responsible gaming, that a self-exclusion is only valid for the specific site. This is clear and good. In addition they are not allowing the player to set a forever/indefinite self-exclusion on their website. You have to send an email their support and you will get questions in regards to the reason back. My forever self-exclusion at Slotwolf, which I did due to my gambling issues, was done at their website and no question where asked regarding the reason. 

Question 2. (“Next”)
It is clearly stated in their T&C - “Any bonuses are not available to players from Sweden, Croatia and Serbia, including participation in any kind of promotional programs, receiving VIP rewards, as well as exchange of comp points.”. I did confirm the T&C so this should be relevant and if not applicable, why having it in the T&C? (I can send a screenshot of the T&C, the mail from the VIP-manager)

In addition to above they have clearly not captured my clear signs for gambling issues as I stated in the complaint. They have also not provided any comments of why they provided me with a VIP-manager. I have asked several times.

Question 3 (“Finnaly”)
I did set a manual self-exclusion before I sent a mail to be self-excluded permanently. As stated in the complaint, the “remove limits” mail was sent 17 hours after they confirmed my permanent self-exclusion via mail (corespondents with Gslot and “remove-limits” mail can be shared)

Thank you

Kind regards,
Goos

Dear thePOGG team,

I would like to add that there are a huge different between N1 brands in regards to how they inform the players about the impact of a permanent self-exclusion. The following are quoted from three of the brands;

- Casiqo at https://www.casiqo.com/en/responsible-gaming
"Self-exclusion means that you will be barred from play at all online casinos under the participating licence" 

- Wild Fortune at https://www.wildfortune.com/en/responsible-gaming
“By signing up for the self-exclusion program, you choose to be barred from accessing all online casinos under the participating license.”

- Samosa Casino at https://www.samosacasino.com/responsible-gaming
“Permanent self-exclusion will mean you cannot play at other online casinos and brands under the participating licence, now or in the future.”

For the majority of the rest, information about the impact/effect of self-exclusion are missing or unclear. I also know, from another complain at this website (https://thepogg.com/en-gb/complaint/slot-hunter-self-exclusion-not-honoured/), that Slotwolf also had this comment.

Regards,
Goos

Hi Goos,

There is no requirement under the current MGA licensing system for operators to provide information to players on extending self-exclusions to other properties on the license.

If you have not requested that your self-exclusion carry over to other properties on the license, the self-exclusion will only apply to the property it was requested at.

The operator are not required to "ask questions" when you self-exclude. They are required to ask questions when a player "closes" their account to determine whether the closure request is intended to be a self-exclusion rather than a basic closure. As long as your self-exclusion was automatically treated as a self-exclusion, the operator have met their regulatory required standards.

This group previously carried over self-exclusions automatically. That policy has changed. There may be out of date information on some of their sites. Unless this out of date information is on the site that you excluded at it would not be relevant to this matter.

Please forward that mentioned email to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Dear thePOGG,

Requested information has been emailed. 

Regarding the out of date information I refer to the complaint of which link was posted in my previous communication (https://thepogg.com/en-gb/complaint/slot-hunter-self-exclusion-not-honoured/). This case was resolved after my forever self-exclusion at slotwolf.

Thank you

Kind regards,
Goos

Hi Goos,

The erroneous information you highlight in the other complaint report was on the Finnish version of the Slot Wolf site. It was not reflected on the English language version. 

I've reviewed your account activity at SlotWolf. Your account was registered using the English language site, which is what you would have seen as default from that point on. That being the case, the error on the Finnish version of the site would not have any bearing on this issue.

That being the case, unless you have specifically asked for the self-exclusion to be carried over, a self-exclusion at this group would only apply to the account you requested it at.

Thanks,

ThePOGG

Hi ThePOGG,

Thanks for the response and sorry if the reference caused any inconvenience. I did refer to that case due to that being the only information I could find in regards to information at Slotwolf during the time of my self-exclusion. The English and the Finnish site is for me the same because of that you have the possibility to jump between languages whenever. In the Player Protection Directive (Part III, para 7) it is stated in regards to different languages that "and in the case of conflict with any other versions, the version which is most beneficial to the player shall prevail."

Thanks for your previous explanations when self-exclusion is carried over to other brands. I understand that now but I didn’t during the time of my self-exclusion. I have also understood that the casino needs to ensure that it is carried over if you clearly state that it is due to gambling addiction. From that perspective I have as stated before not provided sufficient information to Slotwolf.

What about the T&C violence by Gslot when giving me VIP-status and providing me with a VIP-manager?  Furthermore also the case both from Gslot and Evospin regarding sending promotional material after confirmed forever self-exclusion because of gambling issues?

Kind regards, 
Goos

Hi goos,

That regulation would apply in a case where the player has been using a language variant that differs from the English version and there is a difference. The simple existence of a language version that differs from the English variant that you have not been exposed to would not allow you to pick which version you want to use.

GSlot offer a number of localised site variations. They do not currently offer a Swedish version of their site and as such the site will default to the English language 'international' variant for any user logging on from a Swedish IP address.  Nevertheless, and accepting that there is a reasonable proportion of Finnish speakers living in Sweden we checked with the operator to see what version of the site you used - in case their user targeting was sophisticated enough to pick up that your brower was set to use Finnish as default. Your account was registered and used in English, the standard default that would be expected for a user from a country without a localised version of the site. The only way that you would have encountered the Finnish language version of the site is if you had switched the language of the site manually. There is no evdience to suggest that you did this. The information on the Finnish language version of the site is non-relevant to your claim.

The operator are not required to automatically carry over self-exclusions <strong>unless you ask them too</strong>. All self-exclusion are gambling addiction related regardless of how they are put in place. The operator are only required to carry over exclusions  automatically where they preemptively apply an exclusion that the player has not requested. In such a situation the exclusion has to be enforced license wide. Your exclusion was requested by you, not enforced by the operator so does not fall into this category.

Finally, where an additional restriction has been set aside by the operator - for instance allowing a player bonuses where they would not usually - you have not been disadvantaged by this. It is no different to allowing you to play a game that as a standard players are not allowed to play with a bonus. You are being given preferential treatement. That would not be grounds for a refund.

Sorry we could not be of further help.

ThePOGG

Hi,

Thank you for the response and the support you are giving. It seems that you are mixing up Gslot with Slotwolf in your latest post. I’m referring to that version on Slotwolf not on Gslot.

I also find your comment interesting that all self-exclusion are gambling addiction related and I totally agree with you. To quote MGA: If a player request to be excluded on Casino 1, the request is not carried to Casino 2 unless there is evidence that such player is a problematic gambler Unquote. Then, according to your comment all self-exclusions should be evidence on problematic gambling.

In regards to the availability of bonus. Why should that differ to other T&C. If I violated a T&C then the casino will waive e.g withdrawals, why can’t I state that my deposits should be waived if the casino violated their T&C? In this case when the casino include me in their VIP-program.

Goos

Hi goos,

Regardless of the brand, the point is that you were not using the Finnish language version of the site nor were you exposed to the out of date information that was present on the Finnish language version of the site. As such, the Finnish language version of the site has no bearing on your claim.

I've already covered the dynamics of the regulations for you. Yes all self-exclusions are gambling addiction related. However, the regulations would not need to differentate if all exclusions were to be managed in the same manner. That would be a redundency. 

All exclusions are not managed in the same manner. Where the player self-identifies this is considered a lower level issue, one that the player is managing themselves, compared to the higher level issue where the operator feel that they have to intervene for the player's safety.

As stated previously - if the operator has imposed additional restrictions, that is grounds to claim you have been treated unfairly. Saying that you have been treated unfairly because you were allowed additional advantages beyond that which the operator offers to other players from your jurisdiction is inconsistent with basic logic.

As stated previously, there is nothing further we can do to assist you.

ThePOGG

Hi,

The logistic is quit simple and it is connect to gambling addiction. In my case the invitation triggered me to deposit more as stated in my original post, of which should never have occurred if the T&C was honoured by the brand.

Anyway, thanks for the support even if you couldn’t help me any further.

I also hope that you have raised the topic about sending out promotional material to self excluded players to the operator. As stated before I have received from several N1 brands including Gslot, Evospin and now also Megaslot. 

Goos

Hi goos,

The email providing guidance on how to lift a restriction in error was of a non-compliant nature. This has been corrected and will not be sent out again. However, as you did not act on this guidance, it is not a basis for a refund.

As stated above, your self-exclusion only applies to the brand that you request it at, unless you specifically ask for it to be extended to other properties on the license. If you want that to happen you need to contact the operator and tell them that.

Thanks,

ThePOGG

Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.

I have a complaint regarding the handling of self-exclusion for N1 interactive brands where I have had the possibility to gamble on Gslot even though I had a forever self-exclusion at slo­two­lf.c­om­ which is carrying the same license. I have requested a refund on deposits made at Gslot, 3530EUR, months after I set my forever self-exclusion, which has been refused by Gslot with the comment; “we would also like to inform you that the option of setting a limit in another casino cannot result in setting the limit to our casino technically. The restriction would have been valid only if you had contacted another casino with an account closure request due to gambling problems”. I did set a forever self-exclusion on slotwolf in January and several additional casinos due to that I have gambling problems. In the case with slotwolf (and as it seems for the majority of N1 interactive casinos) there are no information that a forever self-exclusion is not valid for other casinos operated by N1 (i.e that they do not have a unified self-barring database) nor any information in how to proceed if you have a gambling problem to ensure closure across brands. They had (not sure if it exist any longer, due to the fact that it is not stated in their responsible gaming policy) the possibility for a player to set a forever self-exclusion manually. I got a confirmation but no additional questions about the reason. This, and that there were no information in the T&amp;C nor in their responsible gaming policy made me believe that the forever self-exclusion was valid across N1-brands and understood as gambling issues (which is more or less the only reason for why setting a forever self-exclusion) Another comment/complaint in regards to how Gslot are handling responsible gaming and their T&amp;C is that they provided me with a VIP-manager. According to the T&amp;C I’m not allowed to get bonuses nor VIP-rewards due to my country of residence. This, and that I during my gambling session gave clear gambling issue signs (several deposits (17) with increased amount and with increased bets - my requested refund is all connected to gambling during approximate 8h) indicates that they are not taking responsible gaming seriously. Approximately 1200EUR was deposited after the VIP-manager was provided. Gslot have refused me any explanations of why they provide me with a VIP-manager due to that I “didn’t reply to the mail from the VIP-manager.” Finally, I did get an inform­ati­ve/­pro­mot­ional email from Gslot regarding how I can remove limits set in the casino. This was sent 17h after confirmation that they closed my account due to gambling issues. According to their responsible gaming policy this should not be possible. Gslot has not given me any explanation. As stated in the beginning, I request a refund of 3530EUR and a clear explanation in regards to the VIP-manager and the mail sent after my account was confirmed closed.

GSlot - Possibility to open an account and play despite forever self exclusion on another brand under the same license

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