Casiqo

VISA

Hi Bonsai21 - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you 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.

Did you request an exclusion at N1 Casino or did the operator impose a self-exclusion?

Thanks,

ThePOGG

I self-excluded myself from N1 Casino due to player protection and told a support agent my grief. As a result, I was also excluded from the service. But apparently N1 Interactive Limited does not care if you have excluded yourself from the subsidiary because of a gambling addiction. I was able to register normally and of course continue to deposit money only days later I was banned from the casino.
A Casiqo employee told me that I would now be excluded from the service because I was registered in N1 Interactive Ltd.  database. How can it be that I can register with the same email address and lose a lot of money and only then am I blocked.

Hi Bonsai21,

When you requested your self-exclusion at N1 Casino did you request that the exclusion extend to other properties on the license?

Thanks,

ThePOGG

At the time, I asked N1 to self-exclude due to a gambling addiction. I was then of the firm belief that I would be expelled from all N1 Interactive Limited subsidiaries. However, this has not happened. I have asked to be expelled from N1 Interactive Limited. This was implemented at the time. However, I could now register at Casiqo and lose my money. After that I was only banned from the casino due to self exclusion. This should have happened immediately upon registration or deposit. Since there has to be a lock file, otherwise I wouldn't have been excluded from there afterwards. Knowingly, I was allowed to register there under the same data as at N1 Casino. In my case, N1 Interactive Limited did not pay attention to player protection, although I was already registered in the blocking file, otherwise I would not have been excluded from Casiqo

I can't say the exact date of my self-exclusion from N1. However, this must accumulate in the casino in the system on request. This is already more than 1 year ago. In the system at N1 Interactive Limited, I'm also registered as a gambling addict because I voluntarily blocked myself at N1 for my own protection. This must be extended to all cross-company subsidiaries of the N1 Interactive Limited group under the new player protection guidelines. As I said, Casiqo only excluded me from the casino days later after my deposits and losses, not from me. Although I am known to this company as a gambling addict who declared a lifetime self-exclusion from N1 at the time.

HI Bonsai21,

Under the MGA licensing system self-exclusions only apply at the property they are requested at unless the player explicitly requests that the exclusion extends to other properties on the license. Did you ask for your self-exclusion at N1 Casino to apply to other properties on the license?

Thanks,

ThePOGG

I asked for self-exclusion for the N1 Interactive Limited Company this means for me for all companies under this contract yes.
I wrote this in live support chat at N1 Casino in the past and they accepted this one.

As a result the blocked my account on Casiqo because of my message in the past. Otherwise they would not have stopped loggin in into my Casiqo account

Dear [EDIT], 

Your account was closed due to a Gambling Problem and can't be reopened. The account was closed on 27.01.2022. 

Best regards,
N1 Casino Support Team

This was the date and the message i received for all N1 Interactive companies.
They could not send me the chat i wrote down in the past.
This was submitted to the other partner casino as a result the blocked my account on Casiqo.

Hi Bonsai21,

We can request the relevant conversation from the licensee, but I do need to be clear, as previously stated, unless you asked for the self-exclusion to extend to other properties on the license, it would only apply to the url you requested it at.

Thanks,

ThePOGG

I asked for self exclusion on n1 casino but admitted a strong gambling problem and that they should ban me from all casinos on theire side. I dont remeber my exact words because this was long time ago but as a result pls look at the message they send me today? What should i do right now i gave them now all the informations the needed was this correct?


i wrote a long message term to casiqo casino and this is that they send to me today:

Hi [EDIT], 

we are writing to you regarding your request. 

In order to process the refund, kindly provide the following documents.

To complete the verification of your gaming account and provide you with more access to all operations on the account, you need to provide us with some documents.


Please provide a copy of the identification document.
 As such a document you can provide (one of the list):
• Passport
• Driving license
• ID card
• Residence permit


You also need to provide us with one copy of the document that can confirm your address.
As such a document, you can provide us (one of the list):
•Government letter
•Any official document with an address (issued within the last 3 months). For example, an invoice for real estate / property tax, a utility bill (except for Mobile phone/ Internet / Digital TV bills), insurance policy, etc.
•Bank statement with address (issued within the last 3 months).


And the last one is proof of your deposit to your account. It should be a screenshot or photo of your bank account number/payment method with your account number and your name on it.
Please note that all 4 corners of all submitted documents must be visible. The proof of address must be dated within the last 90 days.

 

Finally, provide the bank details by using this form: 

Account holder's name: X (full name should be provided)
Bank name: X (full name of your bank)
Bank address: X (physical address: city, street, building)
Account number: X (kindly, enter it again)
IBAN:(if available) X
SWIFT (or BIC):(if available) X


Please note,the company reserves the right to re-request documents if they do not meet our requirements, which will require additional time to verify your gaming account.


If you have any questions, our Customer Support Team is available 24/7.

Best regards,

Hi Bonsai21, 

The operator has confirmed that your self-exclusion was not properly applied. They will be issuing a refund of €1150 to you. Please confirm the information they are requesting.

Thanks,

ThePOGG

Hi Bonsai21,

Have you received your funds?

Thanks,

ThePOGG

Hi Bonsai21,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Bonsai21,

If we haven't heard from you by Friday the 30th of December we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

Casiqo Casino has informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Ladies and Gentlemen,
 I got banned from N1 Casino more than a year ago due to a gambling addiction and it worked then. However, a few days ago I was able to register with the subsidiary of N1 Interactive Limited Casiqo and deposit the money (1150 Euros.) Fortunately, a few days later i could no longer log in because of a self-exclusion, at least that was the message from the site when I logged in. When I asked support, I was told that i was already registered in the N1 blocking database and was therefore no longer allowed to open an account with this company. Now, however, the question arises for me how it can be that a registration could be made knowingly with my same e-mail address as at N1 Casino and the same address and several desposits could be approved and made at different times although I am due to permanently ruled out a gambling addiction at N1 Interactive Limited. Now i have lost more than 1000 Euros exactly it is 1150 Euros. Now i ask the company ( the casino site CasiQo) to reimbuse me for the losses incurred. Since this knowingly violates the new guidelines for player protection of the Malta Gaming Authority and player protection is reacted to much too late, especially in my case. Upon request, I have  of course kept all payment receipts that N1 Interactive Limited has invoiced and collected from me. I ask you from the bottom of my heart to process my request as best you can and to help me get my lost money back. This relates to the losses at CasiQo Casino.
 Many thanks for your help. Of course, I can submit all the documents you require that will help you to successfully review and process my case.
 
 Kind regards

Casiqo - Despite player ban due to gambling addiction at N1 Interactive Limited Casino, I was still able to register and play with losing high amount of money.

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