Android Phone

iPad

iPhone

Android Tablet

Windows

Canadian Dollar

British Pound Sterling

Norwegian Krone

Russian Ruble

Swedish Krona

US Dollar

1x2 Gaming

Ainsworth

Amatic

Amaya

Belatra Games

Betsoft

BGAMING

Big Time Gaming

Booming Games

Elk Studios

Endorphina

GameArt

Habanero

Iron Dog Studio

iSoftBet

Microgaming

NetEnt

Platipus

Play'n Go

Pragmatic Play

Thunderkick

Yggdrasil Gaming

N1 Casino

Ideal

Idebit

Instadebit

Interac

Maestro

Master Card

Neteller

Paysafecard

Qiwi

Skrill

Sofort

Trustly

VISA

Yandex

Zimpler

Chat

Email

Hi MoaV8 - 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 you fully understand how our complaint management process functions.

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.

When you requested your self-exclusion, did you ask the operator to extend the exclusion to other properties on the license?

Thanks,

ThePOGG

Well, I didn't ask for it, but I thought it was enough that it said so in their terms and conditions. This is how  it Said: WHAT IS SELF-EXCLUSION?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at ………..and inform us about your decision to stop gambling at the Website for a certain period of time or forever. Self-exclusion means that you will be barred from playing at all online casinos under the participating license.

Hi MoaV8,

Please provide the url where you found this information.

Thanks,

ThePOGG

I have seen it here att THEPOGG in of your other cases.  I have another problem with how they handel my execluding, the nerver ask my why I wanted to close my account. (Gaming addiction. )

https://thepogg.com/complaint/spinia-self-exclusion-2/

Hi MoaV8,

The operator would need to have directly provided information at the time that misled you as to how your self-exclusion would be managed. This would have to be information that you actually read on the operator's site before you registered with other operators on the license, or were provided with directly by one of the operator's agents. Finding information after the fact on another complaint file on this site has not misled you as to the scope of effect of your self-exclusion.

With regard to the other issue you have raised - are you saying that you did not request to self-exclude, but rather that you just requested to close your account and the operator in question did not ask the reason for the closure request?

Thanks,

ThePOGG

No I self-exklude if I remember right. I can have told them about my gaming problem. But it’s hard to remember and I can’t get any information from the casinos. I have asked for my history from the chats but not received any information at all.

I don’t understand do the terms and conditions don’t apply? Is it my responsibility who have a gaming problem not to register on the site? Is it that you are saying? In my world I thought it was the casinos responsibility to not let my play anymore in there’s casinos?

Bu if the conditions and terms said this when I open my accounts, have the not wronged me then?

Hi MoaV8,

First - this information was never provided in the operator's terms and conditions. It was provided as information to users in the responsible gambling documentation.

The license in question updated their policies to align with the standards set by their license. They had previously automatically carried over self-exclusions to all properties on the license. They shifted to only doing this where the player requested it. A small number of pages were left with incorrect information.

This incorrect information may form the basis for a claim that a player has been mislead or misinformed about the protections that were offered. But only where the player has actually been exposed to this information at the relevant time. The mere existence of the information does not in itself represent reasonable ground for a claim. 

You located this information long after the fact in a historic complaint file on this site. The operator's error has not in this case had any impact on your experience.

Moving on to your other claim:

The operator would only be required to ask the reason for your account closure request if you have not already provided it. So if you asked to self-exclude, the operator already knows that this is a gambling addiction issue and would not have to ask for further information.

If you self-excluded, you should not have been able to reaccess gambling without having completed the relevant cooling-off periods.

If you simply asked to close your account, you would be correct that the operator should have asked you why you were closing your account, but again this would only be relevant where you were allowed to play again afterwards.

In either situation, there is no claim to make if you were not allowed to access the gaming services at the site in question afterwards. It is the existance of losses that should not have been possible that make the basis for any claim. So, did you continue to gamble on that account after this closure request?

Thanks,

ThePOGG

It’s hard to remember if I closed or excluded myself and I can’t get any information from the casinos.  I have asked for my chat history but they have not responded. I know I told some casinos about my gaming addiction. I know that I have been playing at N1 casino after I closed my account. But like a said I can’t remember all the details.

If that information was on the side when I register my account I have read it but that’s many years ago so I don’t remember.

Hi MoaV8,

If the information had influenced your decision, you would remember it. It is also very unlikely that you have read all the information on every page of any website. 

We will contact the operator to review your communication history, but I will be clear at this stage that this claim now appears to be more of a fishing exercise to see if there has been a problem rather than a claim because of a known problem. As such it is unlikely that the claim will result in a positive outcome.

Thanks,

ThePOGG

I really don’t understand, if it said at the time in the rules that I shouldn’t have allowed to play at there sister casinos.  But it was still possible, but It don’t apply because I don’t remember?  I think this seams strange.  Do the casinos don’t have any responsibility when it come to identify gaming addiction?  I hope you have better luck than my too get the chats, because I can’t get anything.

Hi MoaV8,

The policy in question was historic. The issue from the complaint file you reference occurred because the operator failed to update their advertisement copy in a single location. The player in question had seen this erroneous information and therefore had expectations that were out of line with the operator's policies due to the operator's error. The player demonstrated this by bringing to our attention the information that was out of line with their experience.

Your case is entirely different. You did not see this information at the time and as such were managed in line with the actual policies as were detailed in multiple other locations on the operator's site. you could only identify that there was any incorrect information due to having read the historic complaint in question. You were not exposed to or impacted by the incorrect information and as such this does not make a valid claim in your circumstances.

Thanks,

ThePOGG

https://thepogg.com/complaint/spinia-self-exclusion-2/ This is the case I referred to. It’s says noting about history or Occurred information.

I executed myself in 2019 November and if I remember correctly it was from Betamo.

Date – 28/01/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi MoaV8,

We have now reviewed your interactions with the operator and sadly we cannot uphold your claim.

Your self-exclusions were applied via the in account exclusion tool, not via interaction with support. No exclusion requests were made while interacting with support. As such the exclusions only applied to the brands they were requested at.

There were a number of requests to re-open accounts that had been closed, but you never responded to the operator's questionnaires and as such these account remained closed in line with established standards.

Based on the above there's no grounds for us to seek a refund on your behalf.

Sorry we could not be of more help,

ThePOGG

This player has retroactively located incorrect information about how the self-exclusion system works. This did not impact their management, which was in line with regulatory expectations, and as such does not provide valid grounds for a claim to refund losses.

my case concerns several of the N1 Interactive Ltd casino. I played at several of their casinos. The ones I know I've played on are betamo, betchan, spinia, N1 but maybe there are more? it has now come to but knowledge that they have wronged me. I excluded meelf from inte of their casinos in 2019. and in the conditions that applied then, I should not have been able to open a new account or play at any of their other casinos. but this was quite possible. I have emailed the casinos concerned but have received no response at all from N1 and Betchan, from spinia and Betamo I have received a reply that they do not take any responsibility. I have seen on THEPOGG that you have had similar cases where the casino had to pay the player back. Is this something you can help me with?

N1 Casino - Open new account 

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com