Flaksi Casino

VISA

Hi ▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Firstly, you would need to detail the specific operators that you are looking to complain about, not simply the license as a whole before we could assist you.

Secondly, you would need to detail the specifics of your issue and why you feel that White Hat Gaming has breached their MGA license before we could review your claim. Generically saying that the licensee is in breach without evidencing this claim is not enough for us to review the matter.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Thanks,

CasinoReviews.com Complaints Team

Hello,


Thank you for fast reply



The problem is that they closed all my accounts so I can’t provide you with evidence from the casinos, but I can assure you that if you look at my deposit, gaming and chat history you definitely will see that they did not react to Mga directives to prevent me from harmful play. As I told you my behavior has been clear indication of harmful play and no effective measures has been applied. I can send you my bank account details of 15.2-20.2 where you can see my case, which is only proof that I can send. It is not okay that they do not intervene when I deposit thousands and thousands euros without intervene or even ask where the money is from.



The main casinos were:



Sisukasino

Flaksi

Lumicasino



Please help me with this case - I am desperate since I lost the money which was supposed to be whole year budget.



Best regards



▇▇▇▇▇▇







Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

If you feel you need specific records from your gaming account, you can make a Subject Access Request to the relevant operators to obtain any records pertaining to your account.

The problem here is that your claim seems to simply be that you lost money so that should be evidence enough that the operator has not met its regulatory standards. The role of an ADR isn't to audit your account to find any infractions that may have occurred. We're here to address specific claims, so we would need you to detail specifically what you feel the operator did/did not do and why you feel that way before we could look to review your claim.

Thanks,

CasinoReviews.com Complaints Team

Thank you,


I try to get subject access request. I think I can not download any chat history from the site which is crucial element in this case - you can clearly see the indicators that mga license has listed where operator is obligated to take effective measures to prevent harmful play, constant begging for free rounds, bonuses and even refunds.



Do you think they should give me chat history as pdf when I ask?



Best regards



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

Yes, the operator is required by EU law to provide you all of your Live Chat records if you request them via a SAR.

Thanks,

CasinoReviews.com Complaints Team

Hello,


Thank you so much! I was totally unaware of this, I tried to get them to answer my questions how they did not react to all the signs that clearly shows problematic behavior that mga obligates licensees to monitor. I know that there are same customer support staff that works with all the white hat gaming casinos and they must’ve pointed out that the there definitely is problem that needs to be intervened. I will provide you the evidence as soon as they answer, they already told me that my complaint has been escalated to senior management after I requested SAR.



Now I will ask them to give me all the evidence starting from late November when things started to go really bad. This will include the chat history and all the gambling behavior including investing big wins, amount of deposits per gaming sessions, late night play, basically all the criteria matches to my gaming.



Kind regards



▇▇▇▇▇▇







Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

We would recommend looking up guides on how to submit a SAR to ensure you get the information you are looking for. There are plenty of them available online. And they will guide you as to what your rights are as well.

Once you have the information, please let us know what you find.

Thanks,

CasinoReviews.com Complaints Team

Hello,


I have made comprehensive request and now I am waiting for the information.



To support the responsible gaming negligence I found an email from last July where I begged them to refund some of the losses since I over played. They might have decided to not act and ask if my gambling was out of control, since I did not get any response. I found this email serious proof that they should have intervene when I lost over 15.000€ and asked for refund. I don’t remember if I contacted them via chat that time as well.



The second time I ask for refund is in December if I remember correctly. Also they did not do anything to stop me from playing, just offered the usual tools by sending the common message.













Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

Thanks for sending that over. However, this email isn't quite the "begg[ing]" that you represented. Translating your email it reads:


> "Hi,
>
>
>
> Is it possible to get some of the lost money back, I went a little too far and I lost the entire game account balance."


Whilst we would agree that saying you'd gone "a little too far" should likely warrant some follow-up questions, this is not by any interpretation a strong statement that would result in the operator being expected to exclude you from any further play at that point.

This may make-up part of a larger casefile, but it is not in of itself grounds for the refund you are requesting.

Thanks,

CasinoReviews.com Complaints Team

Hello,


Thank you for fast response, really appreciated



Yes, I agree that this by itself is not something that they should have locked the accounts. It is just one clear evidence of the problematic behavior they should monitor to take effective steps to prevent harmful play. In this case they did nothing.



When concerning behaviour is identified, the operator is obligated to take effective steps to address this, and to prevent exacerbation of existing or developing problems. Operators must retain evidence that the relevant policies and procedures were followed, and a record of any investigations conducted, the decisions taken, and any responsible gaming player interactions conducted.



Also there definitely is more evidence that MGA directives obligates in last summer.



I will send you the rest of the information as soon as they provide it to me.



Best regards,



▇▇▇▇▇▇



Lähetetty iPhonesta

Hello,


I received their senior management response for this case and I feel like they clearly have took advantage of my gambling problem behavior. How could they neglect my behavior like this and only send six pop up messages (where they must clearly see them ineffective since even their automated system flags it six times based on indicators that monitor harmful play) and they state to have also more effective measure where they limit play until they have made some checks with client personally, but they decided to not use it in my case. This is outrageous.



I attach their reply and my reaponse to them.



They told me that they will provide the SAR information asap or within a month.



Best regards



▇▇▇▇▇▇







Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

In the email communication you sent over you state that you "made same complaint in december via chat". Do you have a record of this chat interaction? Specifically what complaint did you make in December?

Thanks,

CasinoReviews.com Complaints Team

Hello,


I do not remember exact date, I contacted at least three of white hat gaming casinos since I played all my money before Christmas. I had somewhere around 20.000€ in late November and I played all that and salary in December, when I asked for refund of losses. It is basically the same situation than in July and February. The only reaction from chat was some generic message of the tools available again.



They should provide us the chat logs where this can definitely be seen.



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

So, to be clear, this complaint occurred AFTER these losses? You did not lose further funds after your complaint in December?

Thanks,

CasinoReviews.com Complaints Team

Hello,


Yes exactly, I couldn’t lose any more money since I basically lost everything. Next time I think was in January when I received my paycheck. I was super desperate at that point.



The last time I played was 20th of February when I found out that I had made a huge mistake again, trying to chase those losses and I played my whole salary with bonuses etc. This is when I requested refund third time and they closed the accounts.



Kind regards



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

Apologies, but your previous communication appears to contradict itself.

Our question was - did you lose further funds after your complaint in December? So, for complete clarity, you contacted the operator in December, made clear that you had lost too much and needed them to repay losses, then you went on to play again in January and February. Is that correct?

Thanks,

CasinoReviews.com Complaints Team

Hi,


I don’t remember the exact words in December, but I contacted them to negotiate or refund some of the losses. After they did not respond anything reasonable I thought they do not negotiate about this with me. I then went to beg bonus rounds and bonus money until I received next paycheck. I thought that I could possibly recover my losses but that did not end up well. I see this as a sign where they should have intervened, not to promote me to play more with deposit offers etc. what they did.



Does this clarify more? What do you think of this



Best regards



▇▇▇▇▇▇





Lähetetty iPhonesta

Hello,


I received new message. I find this ridiculous that they try to wash their hands off this case with this. If player has been detected to show serious symptoms multiple times of harmful play they opt them with one click to continue. They did not even try to prevent me to lose any more, they just offered the tools. No personal message or effective intervention.



Best regards



▇▇▇▇▇▇







Lähetetty iPhonesta

Hello,


Do you have any insight for this at the moment? How does the case look? I don’t know what to do if we can’t get any refund of the losses, I basically lost everything and I am so desperate with this. I know you are trying your best to understand the whole case and help.



I am waiting for the SAR info to deliver.



Kind regards



▇▇▇▇▇▇





Lähetetty iPhonesta

Hello again,


I was wondering if my mental health condition could help my case? I have diagnosed with mid-difficult depression in last summer and in January I have been on sick leave. Today I finally got diagnosed bipolar. My condition could tell that I was in vulnerable state and I have had limited ability to make informed decisions regarding responsible gaming. I have also medical records to show.



Best regards



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

While we understand your frustration, this type of claim is not about demonstrating whether or not you have a problem. It is about demonstrating that the operator failed in their duty of care and should have recognised you have prevented you playing.

While we realise that your diagnosis will be an important milestone for you, unless the operator could be expected to know about your conditions at the time of your play, they would not be expected to have prevented your play on this basis.

At the present time we don't have anything to build a case on. What you're viewing as insufficient - pop-up alerts that are automatically triggered under pre-set conditions, providing information about responsible gambling tools - are a near universally used responsible gambling intervention, being one of the first steps on the escalation ladder in these circumstances.

We would need actually evidence of a failure before we can do anything in this circumstance.

Thanks,

CasinoReviews.com Complaints Team

Hello,


Thank you for your kind answer- really appreciate it



I am still waiting for the SAR information to provide you to go the whole case through.



I know that there definitely are numerous signs of gambling problem but I’m worried what is the sufficient evidence for my case.



In my case I would like to point out that those pop-ups are not effective measures, since they have used them multiple times which definitely indicates that there should be more effective intervention measures. As you said those pop ups are first steps, and as they had only used first step interventions, they must have reacted with more effective steps.



I would also like to know what could be effective evidence to support my case?



Kind regards



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

Sadly, we have been informed by White Hat Gaming that they will be disengaging our ADR services at this juncture.  This means that we will not be able to assist you further with this matter.

While we realise that this will be disappointing for you, we would stress that this decision was unrelated to your claim and is a matter that has been under discussion for a number of months now.

Given this change, we would advise you to look to take this matter up with the MGA as they are best placed to determine whether their licensee acted in accordance with their regulatory requirements. However, we would strongly recommend reviewing any information you obtain from the operator and providing a detailed assessment of why you feel the operator has failed to meet their regulatory requirements. Simply asserting that this must have happened because you've lost money is unlikely to result in a viable claim.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

Sorry to hear,


How is it possible, they do not have adr which is taking these cases? First they told to contact ecogra which do not work with responsible gaming matters, what they told me. Only technical etc. do you know who they use now?



I will talk again to MGA but they told me that they do not give any stand if operator should refund. This I a nightmare.



Thank you anyway.



Best regards



▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

Different ADRs have different policies relating to responsible gambling claims as we are not technically required to accept these types of cases. We try to assist were we can. Other ADRs may simply decline these cases outright.

White Hat Gaming previously engaged both ourselves and eCOGRA, but have decided to only work with eCOGRA.

Unfortunately we cannot comment on the response of the regulator. Only suggest that you would need to be able to demonstrate a breach of license before they would be likely to investigate the matter further.

Thanks,

CasinoReviews.com Complaints Team

Hi,


I understand why they want to work only with ecogra since they seem to operate with as little as possible. I think they also found that I am working with you so it’s easier to end relationship now.



Do you know cases where mga has found operator breached their license and forced them to refund/partial refund? I know they have and there will be enough evidence, but I am sceptical that mga will do as much as you did, even though the evidence. Do you know any lawyer that could help?



▇▇▇▇▇▇▇



Lähetetty iPhonesta

Hi ▇▇▇▇▇▇,

It is extremely unlikely that your case had anything to do with the operator's decision. For around the last 8 years the operator has had multiple cases open at all times with this service, many of which have been for far higher values than your claim. We have not contacted the operator about your claim either as we are not at a point where we feel there is a viable claim to present.

We cannot provide insight into the regulator's processes, it's simply something we do not have visibility on.

If you are looking to take legal action you should look to contact a Maltese legal firm as the claim would be managed in the Maltese courts.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

A complaint of this nature would need to be managed my the Malta Gaming Authority (MGA)

I would like to file a complaint against White Hat Gaming regarding its actions related to the neglect of responsibilities in responsible gambling. Below is a summary of observations that substantiate the basis for my complaint:

**Incomplete and Outdated Responsible Gambling Policies:** White Hat Gaming has not maintained effective and regularly updated responsible gambling policies and procedures. This has resulted in a failure to implement necessary measures for identifying and preventing problem gambling.



**Gross Negligence in Identifying Concerning Behavior, Despite Evident Player Gameplay and Customer Service History:** White Hat Gaming has demonstrated an alarming level of negligence in fulfilling its obligation to identify and address concerning player behavior. This is especially concerning considering the evident player gameplay patterns and the history of interactions with customer service. The operator's failure in this regard not only jeopardizes the well-being of players but also indicates a severe lack of commitment to maintaining a safe and responsible gambling environment. This egregious oversight underscores the urgent need for White Hat Gaming to rectify its approach to identifying and mitigating problem gambling behaviors promptly.



**Persistent Lack of Documentation Despite Repeated Requests:** Despite repeated requests, White Hat Gaming has failed to provide adequate evidence that its responsible gambling policies and procedures were followed appropriately. This continuous lack of transparency and cooperation impedes the ability to thoroughly monitor and assess responsible gambling practices. The persistent refusal to fulfill these informational requests raises serious concerns about White Hat Gaming's commitment to transparency and accountability in creating a safe gambling environment.



**Blatant Disregard for Minimum Criteria:** White Hat Gaming has exhibited a flagrant disregard for minimum criteria concerning gambling harm, such as the amount and frequency of deposits, the use of multiple payment methods, and communication-based indicators. This deliberate oversight undermines the very foundation of responsible gambling practices and poses a severe threat to the well-being of players. The operator's willful neglect of these critical factors demonstrates a troubling lack of commitment to ensuring a secure and responsible gambling environment.

In addition to the above concerns, it has come to my attention that White Hat Gaming has not adhered to the responsible gambling monitoring requirements outlined in the MGA (Malta Gaming Authority) license terms. Specifically, the operator's failure to comply with MGA license conditions further heightens the severity of the issues identified.

I request that White Hat Gaming takes immediate action to refund any deposits made during the period of negligence. This refund is deemed necessary due to the operator's failure to uphold its responsibilities in ensuring a safe and responsible gambling environment.

My complaint is based on the neglect of responsibilities by White Hat Gaming, the serious consequences this may have on the health and safety of players, and the breach of MGA license conditions. I hope that this complaint initiates proper investigations, actions to improve the operator's responsible gambling practices, and the necessary refund of deposits.

Flaksi Casino - Responsible gaming

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