Android Phone

iPad

iPhone

Windows

Australian Dollar

Canadian Dollar

Swiss Franc

Danish Krone

Euro

British Pound Sterling

Norwegian Krone

Russian Ruble

Saudi Riyal

Swedish Krona

US Dollar

South African Rand

Big Time Gaming

Blueprint Gaming

Elk Studios

Evolution Gaming

Eyecon

Games Global

Hacksaw Gaming

Inspired Gaming

iSoftBet

Light & Wonder

Lightning Box Games

Merkur

NetEnt

Nolimit City

Play'n Go

Playson

Playtech

Pragmatic Play

Push Gaming

Red Tiger Gaming

ReelPlay

Relax Gaming

Slingo

Spearhead Studios

StakeLogic

Wazdan

Yggdrasil Gaming

UKGC

Alcohol and Gaming Commission of Ontario (AGCO)

Play OJO Casino

VISA

Master Card

Paypal

Apple Pay

Instant Banking

Skrill

Paysafecard

EcoPayz

Much Better

Jeton

Payz

Interac

Astropay

Chat

Email

Phone

Hi Borislav21 - welcome to ThePOGG.com!

Can you confirm that you are resident in the UK?

Thanks,

ThePOGG

Hi ThePOGG ,

Yes I’m a UK resident. 
I forgot to mention that should you require I will be more than happy to forward all my correspondence with the casino. 

They said that the email I received confirming my permanent self-exclusion is automatic .... basically doesn’t count according to them! 

Thanks for your help!

Hi Borislav21,

That would be helpful - please forward any relevant communications to webmaster@thepogg.com.

Thanks,

ThePOGG

Hi there ,

I have forwarded the correspondence with Playojo to the email above . 

Thanks again! Much appreciated !

Hi ThePOGG,

just wondered if there is any update on my case ? 

Thanks

Hi Borislav21,

I'm still discussing this issue with the operator and will revert to you when that is concluded.

Thanks,

ThePOGG

Thanks for your quick reply .

Best regards

Hi Borislav21,

Just to provide you with a quick update - I'm currently discussing some of the nuances of the Responsible Gambling requirement of UK operators with the UKGC as they are likely to have some bearing on your case. I will revert to you once I've got answers to my questions.

ThePOGG

Hi ThePOGG,

Thanks a lot for the update. 

Best regards

Hi Borislav21,

I've now concluded our conversation with both the UKGC and the operator regarding this issue. It is our opinion that the Skill On Net Ltd license holder have failed in their Responsible Gambling commitments in this instance. 

Having taken advice from the UKGC we feel that the following issues are significant in this case:

i) The Self-Exclusion tool provided within the Skill On Net account system appears to be specifically organised to direct players who wish to Self-Exclude to the shorted possible exclusion length, providing information about longer exclusion only in a single dismissable alert after a Self-Exclusion is already engaged and as a single line within terms and conditions. Any user that initiates a Self-Exclusion via this tool is automatically excluded for the minimum possible time.

2) When you initiated your Self-Exclusion you were specifically sent an email stating that this exclusion was "permanent" and applied across all operators on the license. The operator's explanation that the Self-Exclusion would be permanent as long as the player did not take positive action to gamble again after the 6 months had elapsed isn't accurate. All Self-Exclusions are required to be extended 7 years after the end of the selected exclusion period. That SkillOnNet have decided to extend this period indefinitely does not change the fact that the Self-Exclusion period is considered to be '6 months' not 'permanent'. Under the SkillOnNet definition of a permanent Self-Exclusion, a 6 month Self-Exclusion would be just as permanent as a 5 year Self-Exclusion.

3) Even after a Self-Exclusion period has expired the UKGC LCCP requires that an operator provides a 24 hour cooling-off period and discuss the reopening with the account holder directly before further play is allowed. Our understanding is that there may be exceptions to this but that re-registration would not remove this requirement as a standard.

You can read a more detailed report on this issue here - <a href="https://thepogg.com/skillonnet-responsible-gambling-failures/">https://thepogg.com/skillonnet-responsible-gambling-failures/</a>.

Unfortunately the operator have informed us that that they disagree with our conclusions and stated that they believe they are fully compliant with their Responsible Gambling requirements. As such they have terminated their dialogue with us regarding this issue.

We have passed this information on to the UKGC for further investigation. Unfortunately the UKGC will not provide any information to us regarding the conclusions or consequences of any investigation they conduct so we will not be able to provide you with any further information after this point.

We would suggest that you submit your complaint directly to the UKGC at <a href="mailto:info@gamblingcommission.gov.uk" rel="nofollow">info@gamblingcommission.gov.uk</a>. The UKGC do NOT intervene in individual complaint issues, but as this is an issue where a breach of license may have been involved any information you can provide them would contribute to any investigation of this situation that may result.

I would also recommend that you contact this group's ADR, eCOGRA. They may not be able to help as this is a Responsible Gambling issue and may exceed their purview, but it is at least worth asking the question.

Sorry we could not have been of more help with this issue,

ThePOGG

Hi guys ,

Thanks a lot for the hard work. It’s much appreciated. 

I’ll follow your advice and fill a complaint with the UKGC. 

All the best to you and happy Xmas ! 

Best regards

We believe that PlayOjo/Skill On Net have failed in their Responsible Gambling duties with regard to this player.

Hi,
 
 the casino/s in question are not listed here. Its a SkillOnNet casino- Playojo.com
 
 My story is as follow:
 
 I have requested to be permanently self-excluded by Drueckglueck.com last year on the 04.08.2017. They sent me the following email to confirm my permanent self-exclusion:
 
 Dear [EDIT],
 
 You have chosen to exclude yourself permanently from making any further deposits or real money bets. You may still log into your account, make withdrawals and view your account details. Please note that your self-exclusion will also apply on other sites sharing the same licence. For a list of the sites under the shared licence, click here 
 
 If you have funds in your account which are available for withdrawal, we will initiate a withdrawal. In the unlikely event that you do not hear from us within 3 working days, please contact our Customer Support team. 
 
 We have a full range of advice and support services available on our responsible gaming webpage here. 
 
 If you need any assistance during this time please do not hesitate to contact ourCustomer Support team. 
 
 Good luck in the Casino! 
 
 Best Regards 
 [EDIT] 
 Account Manager
 
 
 
 Their sister site Playojo.com have since let me open an account there and gamble without any problems even so I asked to be permanently self-excluded. I lost GBP 700 till I realised that both casinos are related.
 
 They now keep saying that permanent self-exclusion is 180 days and they are allowed to let me register and play... Surely this cant be true.... permanent means permanent?!
 
 I will be more than happy if you can help.
 
 best regards
 

PlayOjo - ignored permanent self-exclusion

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

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Reclamaciones PE

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Play Ojo

Got a complaint about a gambling site?