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Hi glory123 - welcome back.

Please forward all correspondence you have had with the operator about this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi glory123,

Thanks for your emails. While we cannot assert this as absolute - there are potentially other factors that we are not aware of that could influence this claim - you do appear to have a valid claim.

The email that you sent to the operator read as follows:

"If I haven't registered yet, please make your best efforts to prevent me doing so"</blockquote>

To quote the MGA Player Protection Directive of 2018:

"12. (1) B2C licensees shall ensure that individuals not previously registered as players, but who
have contacted the B2C licensee requesting to be excluded from any future gaming
activity, are not allowed to make use of the B2C licensee’s gaming service, unless and
until the B2C licensee has received a notice in written or electronic format from the same
individual asking for their previous request to be ignored. "</blockquote>

As stated above, there are other factors that may undermine a claim, for instance, if you have requested that your previous email be ignored, or even if you have used registration information that deviates from that contained in your email. However, broadly speaking you do appear to have a claim in this instance that does merit further investigation.

However, unlike you other claim, we are not the approved ADR for Casino Jefe. We will try to reach out to the operator regarding this matter, but there is no obligation for the operator to respond. That being the case, we wanted to bring the above to your attention in case we are unable to get a response to this matter.

Thanks,

ThePOGG

hi thanks thepogg for your help, much appreciated.  I agree with you 100%, you make this your job and you know the rules, I trust your word.  I promise you, I have not specifically asked to open an account, absolutely not!  I have always presented myself as myself, I have not changed personal information.
 
I think the nature of my complaint is important and I appreciate you taking it seriously and wanting to investigate further.  if it turns out I'm wrong, I'll accept my defeat.  but it is good to study this "gap" in this system.  this sent message of mine “Hi
 I kindly ask you to block my access to your site because of my gambling problem.
 If I have an account on your site, please close it permanently and stop all marketing.
 If I haven't registered yet, please make your best effort to prevent me from doing so.
 I hope this ban also applies to any of your "sister casinos" and future Casinos" 

https://paihdelinkki.fi/fi/oma-apu/rahapelaaminen/pelitilien-sulkeminen

is a Finnish support group for people with gambling problems on a public page, and people with gambling problems are recommended to use this message.  so i think this is important because it can help other players. it's a good idea to figure this out and possibly point it out to the operator if they've done something wrong.

thepogg, the casino has confirmed to me that they couldn't close me because I didn't have a game account, I think this should be investigated to see if adequate measures were put in place.  i.e. the casino confirms that no self-lock was set at all.  in the casino's statements and in my statements, I confirm that I have never specifically asked them to open an account for me.

I also accept it if the casino does not respond to you, but thanks for going to investigate.

Date – 19/02/2023

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 – 27/02/2023

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 glory123,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operator’s ADR, EADR. 

Sorry we could not be of further help.

ThePOGG

Casino Jefe has informed us that they will not cooperate with this service to manage player complaints.

Hi Thepogg, I need your help.
  In 2020, I made a block request to all casinos due to a game problem.  I stopped playing in 2021 and managed to deposit money at HipSpin casino and lose.  However, in 2020, in the blocking request, I asked the sister casino of Hipsip casinos, Casinojefe, Kalevala casino, to permanently block me from them and their sister casinos.  They answered me that they cannot block the account if the account is not registered.
  Do you think this is correct?  Have enough player protection tools been used here?  These casinos are play and pay casinos, i.e. registration takes place with online banking credentials when making the first deposit.  This literally means that the problem player has to register at the casino, deposit money, play the money, and then the ban is successful.  I think this is complete absurdity.  If you take into account the fact that every problem player also has ups and downs, there are downfalls.  I tried to protect myself and block myself from all casinos so I wouldn't fall into gambling so I wouldn't even have the chance to do this.  Since this casino didn't block it, of course I stopped playing.
  In the email sent in 2020, there were ALL the casinos in the world, this list was given by my therapist and we sent the email together with my therapist.  All casinos that operate under the mga license prevented me from registering on their site even though I didn't have a game account yet, they had effective tools to protect a gamer with a problem.  HIPSPIN didn't work like that, later I found out in their chat that they have always had this tool in use (I have a screenshot of it), but the customer service said that because I didn't give my phone number, they couldn't do it, even though the blocking email had my phone number.

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