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King Billy - Self exclusion not taken seriously

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our King Billy Casino Review.

Player's Complaint

Hi, I have seen a number of complaints about N1 interactive not taking self exclusion seriously and I wanted to add mine to the list. I self excluded from Slot Wolf in April and my understanding, from their terms of reference, is that this applies across all N1 interactive casinos. I was subsequently able to sign up to King Billy, which I only realised after, was also an N1 Interactive casino. I used the exact same credentials. After making 3 deposits (totaling 90eur) I self excluded from King Billy and queried how I was allowed to sign up given previous self exclusion from Slot Wolf and I asked for the name of the regulator so I could submit a complaint. After a couple of days of back and forth, I was informed that there are two types of self-exclusion, 1 where you inform us of a gambling problem and the other where you do not and because I didn't inform them I had a gambling problem, I was not banned from all platforms. Now forgive me but I think everyone's understanding of the purpose of self exclusion is the same as mine, you do it because you have a gambling problem otherwise you would just close the account wouldn't you? I thought this explanation was strange. In addition, the operator informed me that they are not allowed to divulge the name of the regulator! Again, very strange. It is extremely difficult to abstain from online gambling particularly when 1 company has many, many casinos and therefore there is a responsibility on these companies to have a proper and effective self exclusion policy in place. N1 Interactive clearly doesn't take this responsibility seriously as has been noted in other complaints I've reviewed.

I would like a refund of the deposits I made to King Billy and I would like them to undertake a review their self exclusion policy to ensure it is effective and that this does not happen to anyone else in the future. Kind regards,

Read the casino review

3 Responses

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ThePOGG
June 17, 2020

Hi stevend33 - 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.

With regard to your complaint - under the MGA license, which is the relevant license in your case, self-exclusions only carry over to other properties on the license where the player explicitly requests that this happen. That being the case, unless you have made this request, or SlotWolf have informed you in some way that your self-exclusion would carry over, your self-exclusion would only apply to SlotWolf. Did you make this request?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
ThePOGG
June 26, 2020

Hi stevend33,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
July 2, 2020

Hi stevend33,

If we haven't heard from you by Friday the 10th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

stevend33 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 Billy
  • Malta Gaming Authority
  • N1 Interactive Ltd

June 17, 2020

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