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Hi chrisdc96 - welcome to ThePOGG.com!

As we are the ADR for the Apsire 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.

Before we go any further, under the MGA license - which is the license you would be subject to - a self exclusion only has to apply to the property it was requested at unless the excluding player explicitly requests that it be carried over to other properties on the license. Did you request that your self exclusion be extended to other properties on the license?

Thanks,

ThePOGG

Dear ThePOGG 

I can confirm that I asked to be self excluded from all sites for a total of 6 months.

I would also like to add this , Which  I have an email of this live chat , which tells me they closed my account because I self excluded from a related brand, however they done this 2/3 weeks after the date of my self exclusion.

[EDIT]: Welcome to Live Chat, my name is [EDIT], in order to assist you on chat, please can you provide me with your First &amp; Last Name and Username?
N/A: Hi why is my account disabled , [EDIT]
Wilfred: This account was closed for self exclusion on a related brand

I have the official email in my inbox if you would like me to forward it to you.

Hi chrisdc96,

If you have a copy of the communication where you originally requested the exclusion that would be most useful. Please send it to <a href="mailto:complaints@thepogg.com" rel="nofollow">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi The Pogg 

I don’t have the original communication of when I asked to self exclude from their sites, however I do have chat of one of related casinos , saying that my account was disabled due to self exclusion on a related brand (mr play) but they done this 2/3 weeks after my original self exclusion date.

Hi chrisdc96,

Unfortunately this conversation would not be relevant to the complaint. Under the MGA license operators are not required to carry self exclusions over to other properties on the license unless they are explicitly asked to do so. That's why I'm trying to establish whether you have made such a request. Without such a request the operator are free to carry self exclusions over if they choose to but there is no license requirement for them to do so and as such no time limitations on when this would have to occur.

I'll contact the platform provider and request your communication records.

Thanks,

ThePOGG

Ok thanks

 The Pogg , I appreciate your help

Hi the Pogg , I have also found this in their terms and condition.

During your self exclusion period all your accounts detected by us will be blocked and you will not be allowed to open a new account with us during the self exclusion period. Any new accounts you might attempt to open during your exclusion period will be blocked as soon as detected by us. In the event that you breach your self-exclusion by opening a new account with another brand operated by us, we shall close any such account,

This is another confirmation that I should of been self excluded from all of their sites like asked on the date of the 29th of June. They closed all my accounts 3 weeks after the original date requested apart from mr play which was self excluded on the correct date.

Hi The Pogg

I would like to confirm that mr.play have refunded me £2565, However this is not the full amount of the deposits I made after my self exclusion on all the accounts,

These are all the deposits I made after my self exclusion from their accounts on the 29th of June.

02/07/2019 – Casiplay – £2250

11/07/2019 – GoPro Casino – £925

11/07/2019 – King Casino – £500

11/07/2019 – Greenplay Casino – £1000

They have refunded me a total of £2565
which means I am still owed £2110
Please speak to them as I need this resolved as soon as possible.

Thanks

Hi chrisdc96,

You have made deposits as follows:

Mr.Play -  £1910
CasiPlay - £2250
Go Pro Casino - £925
King Casino - £500
Green Player - £1000

This is at total of £6585.

You have already received withdrawals from MrPlay of £4020 which would be deducted from this total leaving £2565 which is the amount you have now been refunded.

When calculating refunds of this nature withdrawals are offset against deposits.

Thanks,

ThePOGG

Hi the Pogg , yes but what I deposited and withdrawn on mr play is irrelevant as I only asked to self exclude  from mr play on the 29th of June, these deposits and withdrawn where done before that , these dates of the depoist and withdrawn on mr play was made before I asked to self exclude from all accounts, their for the total amount that I deposited after my self exclusion is the above amount - the mrplay depoist and withdraw.
Their for I am still owed 2110?

Hi chrisdc96,

The operator informs us that these total are the totals after your self-exclusion. Can you please provide payment provider statements showing the discrepancies to <a href="mailto:complaints@thepogg.com" rel="nofollow">complaints@thepogg.com</a>?

Thanks,

ThePOGG

Hi The pogg

I have sent you an email with the online statements which shows the withdraw was made on the 24th of June 5 days prior to my self exclusion. I have also sent the deposits that I made after the date of my self exclusion which is what I should be refunded.

Please confirm you have received the email

Thanks

Hi The pogg

Please see the latest email sent to you of live support chat with me and mr play casino, which confirms my account was made prior to my self exclusion and the withdraw was also made prior to the self exclusion.

Hi chrisdc96,

I've discussed this issue with MrPlay again. 

Upon investigation of your activities it was found that you had used the in account self-exclusion tool at Billion Casino on the 7th of June at 22:07. This is the date of the self-exclusion that is being corrected not the 24/7  and explains the differences in the expected refund.

Thanks,

ThePOGG

An incorrectly applied self-exclusion has been corrected and the player has received the appropriate refund of deposits.

Dear ; whom may concern
 
 I asked to self exclude my account on mrplay for 6 months on the 29th of June as I have a serious gambling problem, I got an email saying that you take gambling responsible very serious, however what I managed to do as a gambling addict shows the complete opposite.
 
 I have managed to play on 4 sisters casinos since my self exclusion and I demand a refund for all my deposits made on your sister sites after my self exclusion on the 29th of June.
 I am now in serious debt and have no money to pay my rent as you did not self exclude from your sites like asked.
 
 I have spoke to ask gamblers and they have asked me to send you an email asking for a refund for all the deposits made after the 29th of June (date of self exclusion). , if you do not refund me then to start making complaints to them.
 
 The casinos that I managed to play on after my self exclusion are;
 
 Casiplay
 Greenplay
 Kings casino
 GoPro casino
 
 Which I found they are all sisters sites as one Friday I tried to log onto GoPro casino and a messaged popped up saying my account is blocked , when I went on the live chat they told me my account was blocked due to self exclusion on a sister site on the 29th of June. Their for this means I should of never been able to play on any of these casinos nor should I of been able to depoist.
 
 
 I hope to resolve this matter as soon as possiable as I am in serious problems, because you did not self exclude me properly like you were suppose to do on the 29th of June.
 
 I demand a refund of all the deposits made after the 29th on all of these sites.
 
 I’d like to state that all my account details on all of these casinos were all the extact same and also the card I used to deposit was also the same one through out all of your casino.
 
 I hope to hear your response soon
 
 
 Regards
 
 
 [EDIT]

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