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Hi Sophiehopes01 - welcome back.

Please ensure you have read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global 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 – https://casinoreviews.com/terms-of-use

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 us know.

Sadly there's nothing we can do to assist you with this matter.

At no point during the previous claim did we state that your account would be reopened at any given point. In fact, we explicitly informed you that:


> "All gambling operators are private businesses and are within their rights to refuse your custom. This current bar may be the operator simply saying they are no longer willing to accept your custom, or they may be viewing your behaviour as an indication of potential gambling issues."


An ADR does not have the authority to instruct a licensee that they have to accept the custom of any player. That is a decision for the business. Whether the operator feels you are potentially at risk and is making harm minimisation decision to restrict your access, or whether they simply do not wish to expose their staff to further inappropriate behaviour, the decision about whether or not to accept your play is entirely the businesses.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

Hello,



There seems to be some confusion. The operator has stated to me on numerous occassions over the last 6 months the account would reopened after March 28th 12.10pm.

I have invested over €5,000 in cash play on a progressive game on the site, which the site is denying knowledge of. As I cannot access my account I need to work with the ADR to precure my play history from the operator so you can see there are games ready to be finished.

By the operator refusing me to do this, this is effectively theft, it does the opposite of ‘protect the player’, it causes me loss and harm,

The complaint is therefore more a complaint of the gambling operator using ‘safer gambling’ as a smokescreen to stop me realising my progressive games all built up with cash.

I would ask the ADR to therefore help with this matter as the operator is lying and stating the attached regarding my progressive games. My play history will disprove this. as well as obtaining play history from the provider of the games pragmatic play.



Thank you in advance.

**‘A gambling contract** is a type of contract that involves placing a bet or wager on an uncertain event. It is a type of agreement between two or more parties that creates obligations that are enforceable or recognizable by law.’ - This is from LDS Law.

This is the situation I am in. Perhaps my complaint was wrongly titled. The operator has taken my wagers, in good faith and they are not preventing me from realising the progress I made on the game with my cash. To put it another way, if I knew the casino was going to block my account I would not have bet over €5000 building progresss with my cash on a game I was never going to be able to finish.



Thanks

Their response.

This is easily solveable but sharing the play history and contacting the provider.

Or just allowing me into the account and taking a screenshot of the game in question…

Hi Sophiehopes01,

There's no confusion. Gambling operators are not required to accept play from any player. Where you show indications of harm, or indeed you've been abusive to the operator's staff, the operator are entirely within their rights to decline to accept further play from you.

The fact that you historically chose to play progressive jackpot games does not give you a guarantee that you will always be able to play with the gambling operator in future. In the same way that earning loyalty points in any store doesn't prevent the store from barring you if you abuse their staff.

As previously stated, this is not a matter we can assist you with.

CasinoReviews.com Complaints Team

By taking this position are you therefore not complicit in theft? I would argue you are.

As stated by copying and pasting the actual law on this.

**‘A gambling contract** is a type of contract that involves placing a bet or wager on an uncertain event. It is a type of agreement between two or more parties that creates obligations that are enforceable or recognizable by law.’ - This is from LDS Law.

If loyalty points are are cashable as withdrawable funds, it would fall in this remit and therefore a consumer would have a viable legal claim. I believe you are wrong and consumer law supports this.

I would not have spent €5000 on building values on progressive games if I was aware the casino was going to block me from realising this. As above, the contract I entered into with the operator has not been realised. Therefore, from my understanding of your remit as an ADR this would be within your jurisdication.

I am infering that you are simply refusing to help me as you never liked the way I spoke to the gambling operator, despite them admitting fault. This would therefore  best classed as discrimination and you failing as an ADR, the way I choose to speak with those who are negligence and incompetent is my perogative.

Please can you provide me with a breakdown of the roles and repsonsibilities of being an ADR. I am very interested to see this.

 I believe you are in breach of them here as an operator is preventing a consumer from concluding the gambling contract I entered into with them when I began the progressive games. The position you are attempting to take by refusing to perform your role would implicate you in this breach, in my opinion, I also believe I can have this backed up in law.

Again, this is a complaint regarding an operator deliberately breaching their contractual agreement with a consumer (also lying about saying there are not progressive built up, easily disproven, the fact they are lying about this suggests they are trying to ‘get out’ of the obligation) and thereby unlawfully attempting theft for these funds, I cannot see how this does not meet your remit as an ADR to investigate and my studying of your terms of service suggests it would?

Hi Sophiehopes01,

We're sorry to hear you feel that way, but we obviously do not agree with you.

Your "gambling contract" started and ended with the placing and settlement of your bet/s. It does not extend indefinitely simply because you have played a progressive jackpot game.

Your wagers contributions to the jackpot pool were of a fixed proportion, in line with the games' rules, and your opportunity to access the jackpot was included in each wager. That you did not win the jackpot does not create a contractual right to your ownership of the funds that your wagers contributed to the jackpot, not does it create a right to your continued access to future wager opportunities.

The fact that you have been banned is easily understandable and anticipated given the behaviour you chose to engage in. It should come as no surprise to you and is in line with the manner in which most businesses will manage an abusive customer. But even had you not engaged in abusive behaviour, the operator would still be well within their legal rights to terminate their business relationship with you for any reason that is non-discriminatory in nature. Simply not desiring your custom is sufficient grounds from the operator to refuse you access.

You should feel free to escalate your claim to the relevant court systems if you are unsatisfied, both against the operator or ourselves if you feel appropriate, and you can find the complaints processes against this service in our terms of use, but please bear in mind that complaints about this service do not offer the opportunity to overturn rulings, as details in our terms of use.

There is nothing further we can do to assist you.

CasinoReviews.com Complaints Team

**'Your wagers contributions to the jackpot pool were of a fixed proportion, in line with the games' rules, and your opportunity to access the jackpot was included in each wager. That you did not win the jackpot does not create a contractual right to your ownership of the funds that your wagers contributed to the jackpot, not does it create a right to your continued access to future wager opportunities'**

This paragraph here highhlights You have not understood my complaint in the slightest.

**I am not talking about jackpot games. I played no jackpot games.** Do you really believe I would submit a complaint because an operator was not allowing me to try and trigger a jackpot when I had contributed money towards it? This is absurd.

Please leave your biases against the way I choose to talk to businesses at the door and try and hear my complaint accurately, fufilling your duties as an ADRE. We are both at very different ends of the political spectrum. That is clear. We do not get on, that is clear. But that is irrelevant to my complaint.

Your role as an accredited (I assume, although you have neglected to send me your codes of conducts, remit, despite me requesting this) is to, simplistically - ‘**adjudicates on disputes between licensed gambling operators and their customers’.**

My dispute with the gambling operator is as follows.

**In line with consumer and contract law I engaged in a gambling contract with the operator Aspire (Cashiopeia) which is still pending. The contract started when I began CASH PLAY on a slot game which required you to build up levels to reach the end of a trail. This WAS NOT A PROGRESSIVE JACKPOT GAME. THERE WAS NO JACKPOT WHATSOEVER. The function of the game (Much like many Big Time Gaming Games) is to collect dice to reach the end of the trail and activate the bonus. The contract with the operator has not been closed until the activation of the build up has been realised.  I invested €5000 cash in this game, enticed by the representations made in regards to the game by the provider and the operator Cashiopeia, ‘make bets and activate the bonus’. Had I been made aware that I would not be able to fufil this contract with the operator as they would ban my account, due to my feedback I would have never had made these bets.**

**Furthermore, the operator (Aspire) Cashiopeia has stated, incorrectly, there is no bets/wagers built up on the game and no pending bets, therefore they consider the matter closed. IMPLYING if there were built up bets/pending bets the matter/contract would not be closed. This is therefore a director DISPUTE BETWEEN THE GAMBLING OPERATOR AND THEIR CUSTOMER. This can be easily remedied by sourcing the play history of my account and contacting the provider, pragmatic play directly.**

Issues of is they have the right to close my account, refuse my future business etc etc are not relevant to the complaint above and not disputed.

Hopefully, you now recognise this complaint (or perhaps I need to resubmit with just the above clarified)  is well within your remit as an ADR and you must therefore here it and perform your duties.

▇▇▇▇▇▇

Hi Sophiehopes01,

While we appreciate your disappointment at not being able to access bonus feature that were not yet at the point of having been triggered by your historic play, that does not create a contractual obligation that would force the business to submit their staff to your abusive behaviour.

This is not a conversation about political ideologies. Every employee of a business has the right to work without fear of abuse. Every business has a duty of care to protect their employees from abuse.

There is nothing further for us to comment on regarding this matter. You should feel free to advance your claim in any way that you feel is appropriate, but this service will not be able to assist you further.

CasinoReviews.com Complaints Team

This is a wildly vindictive response and highlights you putting a personal vendetta you have against me above your roles and responsibilities as an ADR.

I therefore, request, for a second time the details of the body which has granted you the ADR status as you are acting inappropriately.

You are fundamentally wrong in your statements as I have proven. I have copied ADR guidelines to support this and copied law to support this. Your position has been firstly incorrect in regards to ‘Jackpots’, which you have now ignored after my rebuttal. Instread shifting to:

‘While we appreciate your disappointment at not being able to access bonus feature that were not yet at the point of having been triggered by your historic play, that does not create a contractual obligation that would force the business to submit their staff to your abusive behaviour.’

That is FUNDAMENTALLY COMPLETELY WRONG AND LAUGHABLE. There IS a contractual obligation between the operator between myself due to the arguement I provided previously  -

'**In line with consumer and contract law I engaged in a gambling contract with the operator Aspire (Cashiopeia) which is still pending. The contract started when I began CASH PLAY on a slot game which required you to build up levels to reach the end of a trail. This WAS NOT A PROGRESSIVE JACKPOT GAME. THERE WAS NO JACKPOT WHATSOEVER. The function of the game (Much like many Big Time Gaming Games) is to collect dice to reach the end of the trail and activate the bonus. The contract with the operator has not been closed until the activation of the build up has been realised.  I invested €5000 cash in this game, enticed by the representations made in regards to the game by the provider and the operator Cashiopeia, ‘make bets and activate the bonus’. Had I been made aware that I would not be able to fufil this contract with the operator as they would ban my account, due to my feedback I would have never had made these bets.**

**Furthermore, the operator (Aspire) Cashiopeia has stated, incorrectly, there is no bets/wagers built up on the game and no pending bets, therefore they consider the matter closed. IMPLYING if there were built up bets/pending bets the matter/contract would not be closed. This is therefore a director DISPUTE BETWEEN THE GAMBLING OPERATOR AND THEIR CUSTOMER. This can be easily remedied by sourcing the play history of my account and contacting the provider, pragmatic play directly.'**

You bringing up ‘abusive behaviour’ has no bearings on the above or the foundations of this dispute. ‘Abusive behaviour’ is subjective, as I believe you are ‘gas lighting’ , however that isn't relevant. You cannot refuse to perform your roles as an ADR based on a subjective opinion and hypotheticals that may or may not arise. I may not talk to the operator when closing the contract with them e.g playing the games. In fact I would be more then happy to lock the account and never speak of this again.

The reality, however, is all the above. And your current position is one of deliberate negligence in not allowing a consumer to resolve their issue with the operator and fufil the open contract. YOU SHOULD be acting appropriately and fufilling your role. The provider of the game CAN be contacted and the rounds settled and the settlement paid to me if the operator is not allowing me to complete the rounds.

The operator attempting to use ‘safer gambling’ as a smokescreen for theft, and you as the ADR allowing this and therefore being complicit is however, very much illegal.

This is very serioud ▇▇▇▇▇▇. Your conduct is wholly inappropriate.

Hi Sophiehopes01,

You can find all information regarding who authorises our service in our terms of use that you have already been provided with.

Our position on this matter has been clearly explained to you as are your further options to advance this matter further if you feel the need to.

This service will not engage with you further regarding this issue.

CasinoReviews.com Complaints Team

I will be pursuiting this via the authorities you have listed and legally.

You have behaved appallingly and you are complicit in theft.

I will also be sharing this on trustpilot.

Pathetic

Hi Sophiehopes01,

We will engage with the relevant authorities regarding this matter as appropriate, but to draw your attention to our terms of use in the meantime:


> "3.6 We reserve the right to permanently lock the User Account of any User who: posts any form of abusive or antagonistic communication, uses vulgar or inappropriate language that would not be acceptable in polite or formal conversation, posts any form of spam, repeatedly posts the same message or attempts to post any commercial communications. The Website administration reserve the right to edit, redact or remove any content posted by Users that infringes this term."


and


> "5.6.8 CasinoReviews.com reserves the right to refuse to investigate a Dispute, or continue with a pending adjudication process if, in its absolute discretion, it decides that a Customer or their designated representative has seriously or persistently been responsible directly or indirectly for intimidation or duress in dealings with CasinoReviews.com representatives, or has otherwise acted abusively, unreasonably antagonistically, or in an obstructive fashion. For the sake of clarity, complainants should:
>
>
>
> · Remain polite and respectful in all communications with our team;
>
>
>
> · Avoid behaviours that are overtly antagonistic or which could be reasonably interpreted as intended to provoke conflict. This includes disparaging this service or the Dispute Resolution Official managing your case, or communicating in a condescending or overtly offensive fashion;"


You are entitled to disagree with our ruling, hold differing opinions regarding how your case should have been managed, and indeed review the other options available to you by law to address your dispute. However, where you cross into antagonistic behaviour intended to provoke conflict, you are in breach of our terms of service.

This will be your only warning in this regard. Further behaviour of this nature will see you barred from any future engagement with this service.

CasinoReviews.com Complaints Team

None of this is relevant to me and yet again is a form of gaslighting.



You have deliberately not performed your duties as an ADR and behaved in a typical sociopathic behaviou, blaming others.



You have ignored all points that require a response and ignored all relevant law and guidelines I have pointed out to you. This is clearly deliberate and negligent.



I will be taking steps with the authorities and legal action.

Hi Sophiehopes01,

You are entitled to your opinions on your legal right, though we've been absolutely clear that we do not agree with your interpretation of the law.

At this juncture it's clear that you cannot engage with this service in a manner compliant with the terms that you agreed to at registration. As such your account will be suspended from further access.

CasinoReviews.com Complaints Team

ADR's are not empowered to decide which play a gambling operator should or should not accept.

Hello ▇▇▇▇▇▇ and team,

You helped resolve a complaint against Cashiopeia, Aspire Global, over 6 months ago. Part of the resolution was an agreement that my account self exclusion would be lifted after 6 months. This exclusion was imposed on me by the casino as they took exception to the language I used when giving feedback on what I considered to be negligent and incompetent staff. They did accept they made errors in the complaint and I apologised if they took exception to my language during me complaining.

The casino has refused to lift the self exclusion. This is a complete renegading on the ADR resolution.

I have progress saved on a game I played with Cash funds. I put over €5000 euros into this game from my cash to reach the top levels and this is waiting for me to realise. The casino is now refusing to let me do this and their lip service line ‘’protecting players' is logically untrue as I did not self exclude, by not allowing me to complete the games I have been playing they are actually harming me as not letting me retrieve my funds.

Therefore I now need the ADR's help once more.



Thank you

Cashiopeia Casino - Aspire Global Casino has renegaged on a previous complaint resolution with this ADR and refused to reopen my account

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