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Hi woutern - welcome to ThePOGG.com!

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 you have any questions about the above, let me know.

This service is here to address disputes between operators and players to determine who is entitled to specific funds. We are not front line customer service for operators.

Thanks,

ThePOGG

Hello,

Thank you for helping me with this problem. I have not received any response to messages I send to Playamo or Betchan for 2 weeks. While the chat keeps promising that I get a response.

I would like to hear the reason for this.

I want to have all the data, so also have a mail change with the VIP managers.

Hi woutern,

I'm sorry I need to be clearer - we cannot resolve this issue for you. As an Alternative Dispute Resolution service we are here to serve as a more easily accessed alternative to the small claims courts. As you are not contesting any funds here, but simply looking to speak to the operator, this is not an issue we would intervene in.

Thanks,

ThePOGG

Of course this is a question of money. However, since I cannot access my accounts, I cannot determine the amount of money involved.

Because they do not respond, block accounts and simply show a show of power, nothing is possible anymore.

It is also about responsible gaming that they do not adhere to at all.

I would like to refer you to the following 2 things. I want everything to be viewed from both Playamo and Betchan accounts. After my self-exclusion they emailed me with nice offers from the casino and led to another casino of theirs.

https://thepogg.com/en-nl/complaint/spinia-self-exclusion-2/

https://thepogg.com/en-nl/complaint/crazy-fox-not-taking-self-exclusion-seriously/

It seems that the casino in question is not careful with the concept of Responsible Gambling. Something needs to be done about this. Some people ring the bell, but most people stick their heads in the sand. This cannot take place with impunity

Hi woutern,

Your complaint comprised of a request for us to get the operator to contact you. That is not part of the service we offer.

If you want us to review your issue you need to provide an account of specifically what has happened.

Thanks,

ThePOGG

They had blocked my account due to gambling addiction. However, after a while I received an email from them with an offer of bonus. This allowed me to register at another casino of theirs. Here again the necessary money has been lost. Then I got a contract where they wanted to buy me off for a lower amount. As a gambling addict you do that, of course. I have more money from their credit and want it back. they do not follow the rules regarding responsible gambling at all.

I have sending an email to the complaints email of yours. Maybe you can reply.

Hi woutern,


I’ve now reviewed all of your communications with Playamo regarding this issue. Unfortunately we cannot uphold your claim.

Before getting into the details of your claim, your issues arose before the properties in question held an MGA license. As such this ruling cannot be given under the MGA ADR remit.

There is no question that there have been issues with the way the operator has managed your accounts. Your account should never have been accepted in the first instance. You certainly should not have been encouraged to sign-up an account with a different property in this group after self-excluding the with the property you were originally playing with. There is no question about these issues.

However, prior to bringing your complaint to this service you had already been refunded all deposits. After this you were provided further payment to cover any tax that may have been due to gambling winning being taxable in your jurisdiction [it should be noted that as these were not gambling winnings, but a refund, no tax should have been due, but it largely appears to have been the operator’s reluctance to provide a document asserting that this sum was a refund rather than winnings that created difficulties].

At the present time, your claims for additional payment are not due to a transaction that should not have occurred, these have already been refunded, but your opinion that your experience with the operator could be publicly or politically damaging to the operator if you were to inform certain governmental agencies or media entities about it, and therefore that the operator should pay you to keep quiet. Our comments on this would be as follows:

- As an ADR, in or outside our MGA remit, we’re here to review the fairness of a gambling transaction and establish that funds have ended up with the right party. The gambling transactions in this instance have already been voided and all funds refunded as we would have required. As such our purview has been met prior to you submitting your complaint. We do not pursue claims for compensation. If you want to do that, you need to address said claims via the appropriate legal channels.

- Where regulatory agencies have engaged sanctions in these types of cases, it has been our experience that any financial penalties that were deemed appropriate would not be disbursed to the players involved. Player detriment would, in some but not all cases, be addressed but any further fines would not be paid to you but rather to appropriate responsible gambling charities or regulatory agencies.

- We would advise caution in the approach you take from this point on. The nature of your recent interactions with the operator, where you look to assert that the operator should pay you a sum of money to stop you taking actions that may be damaging to them, may under certain contexts and depending on the legal definitions within the relevant jurisdictions be view as attempted extortion.

In summary, as the funds that you should not have been allowed to deposit have already been returned, there is nothing further that this service can do to assist you. Any further claims you would need to pursue through the relevant court systems.

Thanks,

ThePOGG

The deposits that should not have been allowed have already been refunded. This service does not pursue claims for compensation.

Dear the Pogg,
 
 I have sending several mails to Playamo en betchan because We want to make a complaint to them about responsible gambling. I have sending more emails the last 14 days. I didn’t get any respons from them. Please can you ask to them to respons on my mail so I can get my documents.

Playamo - No contact

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