21Prive - Self exclusion not observed
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
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The issue that I have experienced was: I was aloud to keep betting, when I asked for a specific network wide self exclusion on 07/24/21 if I am not mistaken about the date through there casino apart of the network "playzee" however this was never honoured by the casino network itself, as they let me play on multiple websites and deposit more money and lose it. I came to this network and asked for an exclusion as it was affecting me in negative ways, they never honoured it and let me play. If I knew playzee was apart of their network I would never have played in the first place. They should have had an automatic ban placed as soon as I started playing on there website. They did not follow their own terms and conditions which specify a network wide self exclusion. I did not change any of my information or alter anything. My name is the same email, address, even ID being the same address and drivers license number.
It occurred on: 31/01/2022
This meant that I was aloud to keep betting when I asked for a self exclusion off the whole network and was guaranteed this last year from playzee, which is apart of the network.
A full refund from grandivy.com and dreamvegas and 21prive and 21casino and fruity casa and dreamvegas and diamond7 for the total deposits as all my bets should be void due to me never being aloud to be playing on the casino itself in the first place.
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Hi jas752 - welcome to ThePOGG.com.
Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.
As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.
– 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.
Do you have a copy of the self-exclusion request you made?