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Hi jas752 - welcome to ThePOGG.com.

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> 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.

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).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– 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?

Thanks,

ThePOGG

Hey team,

I hope you’re having a great day so far, firstly I’d like to thank you for all the help and for looking into this for me. I do not have a copy of the self exclusion request I made as it was in 2021/07/24 and I never planned for this to happen. I have confirmed with playzee that the exclusion is there and it’s been there since 07/24/21 and I was still able to play and lose money when I was supposed to be excluded off the whole network. It wasn’t until yesterday that I realized that it was all under the same net work as playzee and realized that they should’ve protected me and recognized my gambling issues. As I’ve told them before and asked for this before and was told it would help me. I feel as if they failed me. 

Regards,
Jas752

Hi jas752,

Under the MGA license a self-exclusion only applies beyond the property it is requested at where the account holder explicitly requests that the exclusion is extended in this manner. Simply asking for a self-exclusion would not by default have this result. As such I need to know specifically how you requested this self-exclusion and whether you made the request to extend it in this manner?

Thanks,

ThePOGG

Hey team,

I requested a self exclusion that was throughout the network so I couldn’t play on any other casino owned by them, I forget if it was over chat or email but I remember it being a full network wide exclusion.  This was all back in 07/24/21. They didn’t follow through on this and let me play on multiple sites that they own. I requested a full refund… 


Sincerely,
Jas752.

Hi jas752,

I have discussed this issue with the operator and sadly we cannot uphold your claim

The interaction you had with Playzee support on the 24th of July did not in fact include any request to extend your exclusion across the license as you have stated. In fact this dialogue occurred because you did not receive the welcome bonus that you wanted when you deposited, due to not entering the bonus code correctly. When the Live Chat agent was unable to add the bonus manually for you, you then got angry and insisted that the operator "self excluded [you] forever" as you were unhappy with this interaction.

Over the course of the exchange you never gave any indication whatsoever that you were experiencing any issues controlling your gambling, and in fact made clear that your desire to close your account was due to not receiving the bonus you wanted. The only reason that this request was treated as a responsible gambling closure at all was the use of the term 'self-excusion', though where the exchange is considered in context, the reality is your use of this term appears to have simply been an inaccurately used responsible gambling term where you really simply intended for the operator to close your account. It does not appear to be any genuine effort to inform the operator of any gambling problems.

As previously directed, self-exclusions under the MGA licensing system only carry over to other properties on the license where there is a direct request for this to happen. As you did not make this request, your self-exclusion at would only apply at Playzee and would not carry over to other properties on this license.

Sorry we could not be of further help.

ThePOGG

Hey team,

They are not telling you all the information I even emailed them to confirm that it would be throughout the network and was assured it was. I was depositing over 2 grand at a time and it says it in there conditions and terms that they are supposed to pay attention and indicate that someone has a problem. They also are withholding information from you regarding this. They are lying to keep my money and scam me.. It even says in there terms and conditions that they are supposed to notice problem gambling and they never did. Please help me fix this issue...

Regards,
Jas752.

Hi jas752,

My first response to you about this matter stated "Do you have a copy of the self-exclusion request you made?". Your response was "I do not have a copy of the self exclusion request".

If you emailed this request, you would have a copy unless you specifically chose to delete it.  Due to the very large nature of email services these days - including the one you are using - very few people ever delete emails. You are making a very strong claim that the operator has willfully excluded information critical to this investigation. For that claim to be considered you do need to provide evidence. Before we could do anything further to investigate this you would need to locate this email. Let us know if you locate the email.

Finally - with regard to "noticing" problem gambling - this is a term that is obviously open to interpretation and does not lay out clear standards. Having reviewed your interactions with the operator, there is in our opinion no grounds to have expected the operator to have proactively prevented you from accessing their services based on this interaction. 

Thanks,

ThePOGG

Sounds good I will look through my emails after school, but they should’ve been able to observe the fact that I was betting $1000-2000 per website and timing every account out every time and moving on to another website because I was unable to stop myself from gambling. I even contacted support and said I need a time out because I can’t stop myself from reversing the transaction. Isn’t that grounds enough by itself?

Hi jas752,

Did the operator fail to act on your your request to time out to prevent you from reversing withdrawals?

The problem here is that you have been accessing responsible gambling tools. Where you select a time out instead of a self-exclusion, you are making a clear statement that a short break is all you need right now. If it is assumed that anyone who requests a time out is now a player that the operator needs to act to exclude, there is no purpose to offer users the responsible gambling tools. Regardless of what the user needs to manage their gambling, the outcome would always be an operator enforced self-exclusion.

The pattern that you describe, where you sign-up, play for a while, then time out could just as easily be viewed as you managing your access to the gambling services via the tools that are offered to you and would not necessitate the operator enforcing controlling measures beyond that which you selected unless there are significant factors beyond the basic pattern that you have highlighted.

Thanks,

ThePOGG

Hi jas752,

I'm following-up on the above?

Thanks,

ThePOGG

I asked for self exclusions when they said they wouldn’t be able to stop that. This is crazy, the whole exclusion a year ago was supposed to be network wide and they still let me continue playing on there website.

Hi jas752,

Can you provide us with a copy of your self-exclusion request?

Thanks,

ThePOGG

Hi jas752,

If we haven't heard from you by Friday the 1st of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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.

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.

21Prive - Self exclusion not observed 

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