Maneki - casino excluesion

Hi Hurricanedk81 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance 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.

If I'm understanding your complaint submission correctly, you appear to be making two directly contradictory claims.

You are angry because the operator has decided to close your account due to concerns that you may be playing more than you can afford when you feel that there should be no problem gambling concerns.

As far as this aspect of your claim goes, there is nothing we can do to support you. In the first instance, any business is legally within their rights to reject custom for any person for any reason that is non-discrimiatory. Furthermore however, all gambling operators are subject to both regulatory and moral obligations to restrict access to any person that they feel may not be in control of their gambling. We would not pressure an operator to reopen an account after a closure of this nature, even if the player in question feels that they are at no risk. That is a decision the operator has the right to make for themselves.

So on the one hand you are claiming that there is no gambling problem and as such the operator should not have closed your account.

On the other, you are claiming that the operator has failed to properly protect you, even though you assert that you are sufficiently financed to play at the level you have been and have given no indication to support that you have any gambling problem.

These two claims are directly contradictory. Either you have a gambling issue and you are claiming that the operator failed to intervene early enough or you don't have a gambling issue and are claiming that you should never have been restricted at all. It cannot be both.

As stated above, we cannot force the operator to reopen your account. And you actively state that there is no reason for the operator to look to restrict you on the basis of any gambling harms, which entirely undermines any claim you are making with regard to responsible gambling failures. There can only be responsible gambling failures where you are actually experiencing gambling harms that the operator either failed to detect, or ignored.

To further clarify, there would also need to be significant grounds to assert that the operator should have been aware of a gambling addiction issue before they would have been expected to pro-actively intervene to restrict your access to their service. Deposit levels by themselves would not be sufficient, if you could demonstrate that you were financially playing at an affordable level and there was no statements or indication from yourself that you were over extending yourself.

Please clarify the nature of your claim.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Thanks,

ThePOGG

Hello.

Thx for the reply..

I would not say Im angry. And not trying to get my account open. But if they close my account out of the blue claiming I have a problem. I would say they are the ones in trouble. Because they didn't follow there own policy. Of responsible playing. With the amout of money I spend And time. Why didn't they raise a concern long before... I don't care about money I have enough for 10 lives. I made that very clear To them.

I can't buy time. And to reach highest vip level you have to spend very much money and time. So I see this as they necklected there own policy. The lead found out no one had taken action. and had to get rid of me to show they are a responsible casino.

Hi Hurricanedk81,

If you do not believe that you have been harmed by your activity playing with this operator you do not have a responsible gambling claim against the operator.

We understand your frustration at losing access to your VIP status, but the operator are absolutely within their rights to close your account.

Sorry we cannot be of further help,

ThePOGG