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King - Self Exclusion
Ruling
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.
Player's Complaint
Hi,
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month withdrawal limit, which is why I took the decision to exclude myself totally until the funds were successfully withdrawn as being a gambling addict I found myself loosing control rapidly.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.
3 Responses
Hi, I’ve Just realised a further 850 was deposited with dealerscasino that I didn’t account for bringing total refund requested from dealerscasino to 6850 euro and CampeonUK 7500 euros. Total amount 14,350 euros
Hi layla2019, I've discussed this issue at length with the license holder Aspire Global. In the 14/11 you engaged the following conversation on Live Chat at King Casino: [23:55:21] you: I have redone the cash out request of 7k [23:55:41][EDIT]: NO PROBLEM:) Its totaly your call [EDIT] :) [23:56:07] [EDIT]: if you wish, you can set a cool off period until next month, if you feel temoted to play it :) [23:56:13] you: Thanks [EDIT], are there any rewards you can offer me? I only play live casino games [23:57:02][EDIT]: Not rigth now [EDIT], we can not add anything when there is a pending withdrawal, but by all means, come back when your ready to play againand we can see what we have to offer :) [23:57:13] [EDIT]: would you like me to help you set a cool off period :) [23:57:33] you: Yea sure for a month please [23:57:57] you: Will this affect my account with your sister site? [23:58:16] [EDIT]: no of course not :) [23:58:16] you: As have a withdrawal with campeonuk [23:58:30] [EDIT]: Please note that, as per your request I have set a cool of period of [time] weeks from [date], after this period, your account will open automatically. [23:58:30] [EDIT]: For future reference, you can set this up yourself my visiting: [23:58:30] you: Ok sure if you can do that please for a month As can be seen in the above you engaged a cooling off period for a month that was both queried by yourself and confirmed by the agent only impacted your King Casino account. On the 19/11 at 21:36:44 server time you engaged the following Live Chat conversation, again at King Casino: [23:34:07] [EDIT]: Im afraid not as the limit is 7000 per calendar month [23:34:23] you: Ok [23:35:02] you: I would like to permanently close my account and self exclude for a period of 6 months [23:35:37] [EDIT]: Would you like to close it permanently or for 6 months ? [23:35:51] you: For 6 months [23:36:15] [EDIT]: Just a couple of minutes please :) [23:36:16] you: As I would like to take a break from gambling [23:36:53] [EDIT]: it has been done for you :) [23:36:54] [EDIT]: Anything else I can help you with? :) [23:37:11] you: Will this apply to all of my accounts on your network? [23:37:31] [EDIT]: No this is only on this casino [23:37:44] you: Apply to all please [23:38:10] [EDIT]: Just a couple of minutes please :) [23:40:38] [EDIT]: all your current accounts within our network have been self-excluded for 6 months [23:41:01] you: Thanks So as can be seen from the above, the request for a self-exclusion that applied across the license occurred on the 19/11. Your play at CampeonUK concluded on the 15/10. Your last deposit at Dealers Casino was made on the 19/11 but was played down prior to your self-exclusion request above. As no deposits/play at other properties occurred after you self-exclusion request the operator would not be due to refund any of your losses. Sorry we could not be of further help. ThePOGG
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King
Found for the CasinoKing - Self Exclusion
Posted by layla2019
November 20, 2019
100%
3
3 years
Agreement
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:
- King
- Malta Gaming Authority
- United Kingdom Gambling Commission
- Aspire Global International Ltd
November 20, 2019
Hi layla2019 - 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.
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG