Lucky Thrillz - Self exclusion

Hi colin09 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire 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.

Please forward evidence relating to this claim to [email protected].

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Thanks,

ThePOGG

Hi colin09,

Can you please forward on the full package of information about your accounts that Aspire Global sent to you?

For your information, Spinson was not on the Aspire Global license in 2016 and it appears that you had already requested another exclusion before this property switched license.

Thanks,

ThePOGG

Date – 03/09/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 10/09/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi colin09,

We've reviewed this matter with the operator and sadly we cannot uphold your claim.

Firstly, your exclusion with Spinson would have been whilst this brand was on their EveryMatrix license. Even if this had been a whole license exclusion with EveryMatrix, it would only be applied to Spinson when they moved to a different license provider. So this exclusion would not be grounds for refunds from other Aspire Global properties.

That leaves your exclusion at Hopa Casino. This occurred on the 29th of September 2018, when you contacted the operator that if they would not give you a bonus you would self-exclude. In this instance the operator claims that the resultant self-exclusion was only a single property exclusion. That means that no mention of gambling addiction was made at the time of the request and the closure was ultimately as a result of you not receiving the bonus you wanted.

You subsequently contacted to request a refund of your losses at Goliath Casino, based on your self-exclusion with Hopa Casino. While the self-exclusion would not have carried over, the operator decided to refund you as a good will gesture and extended your self-exclusion to be license wide, meaning after this point it covered all properties on the Aspire Global license.

The only property you have deposited to after the Hopa exclusion was Goliath Casino, so even if the Hopa exclusion had been license wide, you've already received the entire refund that you are entitled to.

Sorry we could not be of further help.

ThePOGG

Hi colin09,

Thank you for the emails you forwarded on. Sadly nothing contained within would represent grounds upon which the operator should have concluded that you were a gambling addict. Your interactions with the VIP team were of an ordinary nature - requesting bonuses, expressing discontent with the payment limits included in the Hopa terms and conditions and indicating that you will take your play to a different casino if they don't pay out faster and offer increased incentives. These are all routine dialogues that VIP agents engage with VIP customers.

The closest you come to any dialogue about anything even addiction related was asking to close your account because you had played down a win and were unhappy that the payment limits had prevented you from withdrawing it.

In all of the correspondence with Hopa Casino that you sent through there was no mention of gambling addictions and the account closure was an account closure. You did not request a self-exclusion.

That being the case, I'm afraid we have to direct you back to our previous response.

Sorry we cannot be of further help.

ThePOGG