Found for the Casino - This player's group wide self-exclusion was requested after the losses the player is contesting at other properties on the license.
Read our King Casino Review.
I'd like to lodge an official complaint in regards to an operators obligation to effectively implement its responsible gaming policies, breaching their responsible gaming clause in their own terms and conditions. I am seeking a refund totalling 13,500 Euros.
The operator in question is Aspire Global specifically operating casinos under the following names : King Casino, Dealers Casino and CampeonUK.
To start off with, I initially made a large withdrawal on both KingCasino for 11,000 euros on the 14/10/19 and on CampeonUK for 7500 euros on the 13/10/19. In order to safeguard myself and the funds, I requested through KingCasino via live chat that a self exclusion be put into place to prevent me playing any further until the withdrawals processed. I advised the operator that I had a gambling problem and explicitly asked for this exclusion to apply to all of my other accounts with other brands under the aspire global licence as well as any future ones I may of opened. I was also reassured this in the terms and conditions of the site as quoted below
KingCasino Responsible gaming policy
"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, and may not be liable to refund you any funds which may have been wagered or won in association with this account. "
The link for this is kingcasino.com/info/responsible/
I wanted this to be applied due to the fact that aspire global operates a maximum of 7k per month withdrawal limit, which is why I took the decision to exclude myself totally until the funds were successfully withdrawn as being a gambling addict I found myself loosing control rapidly.
Unfortunately, I discovered that whilst my KingCasino account had been self excluded and the 11000 euro in there was safe and could not be touched, the operator did not carry the self exclusion over to the other brands DealersCasino and CampeonUK which I had accounts with. I still had access to my pending withdrawal in CampeonUK and reversed this on the 15/10/19 and proceeded to gamble it all away in the space of minutes.
Frustrated, I then opened up an account with dealers casino and proceeded to deposit 2k euro and 4k euro in the space of minutes. This in turn was all gambled away.
I tried to protect myself in taking steps to self exclude however the operator in question has severely failed in its obligation to promote a safe gaming environment by not blocking me from accessing their sites as I explicitly requested.
I used all of my same credentials (name, address, email etc) so I have not attempted to deceive the system, the system failed me.
I am therefore seeking a refund of all deposits made on dealerscasino (6000 euros) and the pending funds that were lost on CampeonUK (7500 euros) all whilst the self exclusion should have been in place.
I have been in contact with the Malta Gaming Authority and they have referred me to THEPOGG for review.
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King - Self Exclusion
Posted by layla2019
November 20, 2019
layla2019 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
November 20, 2019