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Hi FlowPlowLow - 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 L&L Europe 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.

I'll contact the operator and see what we can find out for you.

Please forward your supporting documentation to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

We would suggest if you are uncomfortable with the amount you have lost that you consider taking a break from playing. You may find our free Responsible Gambling app <a href="https://betblocker.org/">BetBlocker</a> useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

I have sent you the relevant documents by mail

Hi FlowPlowLow,

Do you have a copy of the request to self-exclude that you made to All British Casino?

Thanks,

ThePOGG

I have already sent you a copy of the chatlog I had with one of their chat-agents, where they clearly told me, that I would never be able to play at any og their casinos again. This should be more than enough sir. I know they claim, that I asked for self exclusion because of bad gameplay.. I really not remember that should be the case - im sure, that I asked for self exclusion because of my addiction. If they claim otherwise, they should have a copy that proof that statement. Anyway, I really cant see how that should matter in this case. The chat-agent clarly promissed me, that I would never be able to play at their casinos again.  I have sent you all logs I got.

Remember that I also asked for self exclusion because of gambling addiction on Fun Casino. All
relevant documents was sent to your mail some days ago.

Hi FlowPlowLow,

The chat interaction that you are referencing clearly occurred after the fact of this issue. It could be explained away as either an operator error, which had no impact on the issue, or a change in the operator's management of your claim due to subsequent events.

Self-exclusion requests at MGA licensed properties only apply to the property that they are requested at unless the player makes an explicit request for them to carry over to other properties on the license. If you have not done that, the self-exclusion would only apply at the URL where you made the request.

Incorrect information being provided by an agent - for instance, that your exclusion would apply across the license without any request - may have bearing on the claim, but only where the information was provided before further issues occurred.

As such, it would help you case to provide the communication where you originally requested your self-exclusion.

Thanks,

ThePOGG

How you read all the documents that I sent? 

All documents (apendix) have been sent to your mailbox. If you have read them its pretty clear, that I my self exclusion was carried over from site to site - if not from All British casino,  then from FUN casino to Race Casino.

Its now 25 days since I wrote this complaint. Are there any chance, that thepogg will help in this case?

Dear the Pogg
 
Could you please reply to my quistions?

Its now about 1,5 month since your last reply. Its very frustrating that there are no help to get.

Hi flowplowlow,

As is made clear at the bottom of every complaint page, we only offer updates where we have information to communicate to you. That is not currently the case and your issue is still being worked on.

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.

ThePOGG

Date – 15/01/2023

This complaint has been checked. Word is ongoing about this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 24/01/2023

This complaint has been checked. Work is ongoing about this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

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

Ok. I really looking forward to hear from you.

Dear ThePogg
I really want to know whats going on "behind" the scenes, please? This complaint is almost 3 month old. I have sent you alot of appendixes with proofs and a long describtion of the case. I know Race Casino reply very fast (they did to my mails), so even thou you ask me to be patient, I really dont understand how such a case can take that long to clearify? 
Sorry for my bad english.

Date – 19/02/2023

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

So there are no chance that I could get just a little bit of information here? The case is pretty clear - all evidence has been sent. I do not understand what it is that make such an easy case so "big" that we are now heading for the fourth month with no new informations. I have been looking for similar cases on Pogg  and none of those which I found, has been close to time used ob this case.

Date – 28/02/2023

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

Why is it not possible to get anykind of informations? This casinogroup has clearly broken their own t/c - I have sent you tons of evidence to prove that, but I get absolutly no information back. Could you please explain what make this case so special that it has to take so long, when similar cases has been done on a few weeks?

Hi flowplowlow,

We are currently discussing your case with the regulator. You will be updated after that dialogue has been concluded.

ThePOGG

Any chance you could tell me what it is the regulator is having doubts about? 

I have submitted all the evidence. It should be clear to anyone that Race Casino did not adhere to their own T/Cs when they let me play. Claiming that a single birthday year can be enough to not be able to identify me despite the same name, address, phone number, email and credit card number. I simply cannot understand that the evidence does not speak for itself.

Sorry for my bad english...

Hi flowplowlow,

We cannot provide insight into the regulator's current thoughts on the matter. All we can do is advise that we will revert to you once the regulator has provided a full response to this matter.

Thanks,

ThePOGG

What are the Poggs opinion on this case? Its more than 4 month now. 

Does L & L Europe really take responsible gambling serious, when one  little fail can result in a massive loss for a gambling addicted player? I could understand if it was name, phonenumber, e-mail adress or creditcard that was different, but in this case its a birthday-year. I have seen simliar cases in here, where the casino had payed back looses because much eaker reasons. 

I simply do not understand why this caseare much more complicated. This casino group clearly allowed me to play even thou they had all my informations.  On all other sites I know they use e-mail adress to idintify people. Of course L & L Europe should do the same. Why make it THAT easy for a gambling addicted player to keep playing if its just one little fail, that do the difference? If I had actually won some money, we all know that they would easily have identified me and not paid my winnings because of that self exclusion. But when its not for the casinos advantage, they find some stupid excuses not to pay back the gambling addicted player his looses.  I simply dont understand why The Pogg can accept to promote such casinos on their website and even with high ratings and dont even want to tell the casino to pay back the looses to me.  

Im sorry, but Im very frustrated about this! Its simply NOT responsible gambling, when a casino act this way. And its NOT ok to let me wait so many month. I have been in contact with regulators before and I have never ever waited so long time for answers. And that have been for much more complicated cases than this... 

Again; sorry for my bad spelling.

Hi flowplowlow,

As already stated, we will provide further information as/when the regulator has reverted to us with their conclusions.

Thanks,

ThePOGG

Is it really normal procedure, that it take  so much time for the regulator to reach a conclusion? 

Why  wont ThePogg tell their opinion about this case?  You are the ADR for Race Casino and should be able ro take a decission in this case. You have told other sites to pay back self exclude players their money for much less than this. Why cant you help me en this case without waiting for a regulator that clearly do not use much time on cases like this.

Hi flowplowlow,

We serve on the behalf of the regulator and are subject to oversight by the regulator. We enforce the regulations as the regulator views to be correct.

I'm sorry you are frustrated, but we cannot provide any further comment on this case until such time as the regulator feeds back to us, And we have no insight to provide into the regulator's internal processes.

ThePOGG

As I understand you, there is absolutely no time frame for the regulator? The player who feels badly treated by the casino just has to wait for months or maybe years before the regulator makes a decision? I have to admit that I think this way of treating an addicted player is extremely unfair. We are now approaching the 5th month without hearing so much as a beep from the regulator.

Is there a way I can contact the regulator by phone?

Hi flowplowlow,

We have had a number of interactions and discussions with the regulator over the period of this complaint. We are simply not at a point where we can pass on a conclusion at this juncture.

Even setting that aside however, every case, regardless of regulatory involvement, is treated as unique and all relevant factors are taken into consideration. This can be a time consuming process. We do not rush conclusions to hit arbitrary deadlines and there have been many cases that have taken far longer to conclude than your submission currently has. That said, our average complaint management time is currently less than half of the time allowed by EU ADR legislation.

You are free to contact the regulator directly as you see fit. That will not impact the complaint management process here.

I am sorry you are frustrated. We will let you know when we have new information that we can pass on to you.

ThePOGG

Date – 10/04/2023

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 flowplowlow,

The dialogue regarding this matter has now concluded with ourselves, the regulator and the operator. It has been established that your registration should have been detected as you used an email address that was an exact match. 

As such our understanding is that you should receive a refund of your deposits shortly. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

I have not heard anything from L & L Europe. I have therefore contacted Race Casino on complaints@racecasino.com in hope that they will respond. 

Thank you very much for your hellp

I have been in touch with Race Casino. They told me that they just spoke with you and that I should contact you again about the refund. 

So what do I do next? They do not have my bank details since it has changed since its so many years since I played at their site. 

Thank you for your help

Hi flowplowlow,

Yes, I've spoken with the operator and instructed them to direct you back here as there appears to have been a misunderstanding regarding our ruling.

The only funds that you are entitled to recover based on this ruling are deposits made to Race Casino. While this licensee were conducting a variety of automated checks at point of registration to detect excluded accounts, they were not checking for exact matches on email address, which the regulator has concluded should have been happening.

As you used the same email address as your previously excluded account, your account at Race Casino should not have been accepted and all transactions on the Race Casino account are to be considered void.

This does not impact transactions on any other property on the L&L Europe license. Nor are we empowered to award you interest/damages. Our understanding is that the total of your deposits at Race Casino was €450, which we will instruct the operator to issue to you.

I hope this clarifies the consequences of this process for you.

Thanks,

ThePOGG

Can you please tell me why I should not have the deposits from Fun Casino refunded? I was self excluded from All British casino long time ago, and I have sent you chatlogs that proofs that they told me, that I would never be allowed to play at any L & L Europe Casinos again. Fun Casino indeed allowed me to play useing the exact same e-mail adress. I therefore think im aslo intended to get the deposits of 500 euro from that site refunded as well. They cannot come years later telling that the self exclusion from All British does not count, when they clearly told me that I would not be able to register at any L & L Casino again. 

They also keept my money for so long, and therefore their should also be interests involved in this case. I think that a sum of 1000 euro all together should be more than fair.  

Also... and thats VERY important to say;  its simply amazing that I had to use so much time on this case against such a big player on the market. I have been thrue ALOT of e-mails and complaints on other review sites where they deny that they made any mistakes. They even tried to tell me, that they self exclude users useing their birthday and surename only. They have also accused me for setting all this up wirt bad intentions. I have tons of evedience that proofs these things, and now I get 450 euro back.. that wont even give me a hourly rate on 5 euro if I count the hours used on this case.

Im sorry, but im frustrated :-(

Im sure that I asked for self exclusion because of gambling addiction on All British casino back in 2016. I have a confirmation, where a live-chat agent confirms that I am excluded from all L & L Europe sites - and that I will never be able to register at a L & L Europe casino again. Im pretty sure, that I have already sent you that chatlog.
According to L & L Europe that was a mistake that the chat agent told me that, but how can that be a mistake? They claim that I asked for self exclussion because of RTP, but im sure thats not the case. If it was because of RTP then why ask for self exclussion and not just deletion?  If they keep claming that I asked for self exclusion because of RTP I would be happy to see that chatlog - and also.. why does it matter, when I was promissed not to be able to play at any other L & L Europe casinos again? I dont get it..

I can understand, that I wont get the deposits made on All British casino, but to deny the refunds on Fun Casino because L & L Europe claims that I "only" asked for self exclusion because of RTP simply isnt fair.

Despite the fact that I have contacted Race Casino several times, they have not responded to my inquiries about this case. 

I still want to see their chatlog files that proofs that I did not ask for self exclusion because of gambling addction on All British casino back in 2016. As I have been trying to say, I really cant see why I should ask for self exclusion on all their sites if it wasnt for my gambling addiction and the chat-logs I have sent you pretty much tells the same thing; I was indeed informed that I would never be able to register at any of their sites again.  

Thank you.

Today I have recieved the following message from Race Casino: 
-------------------------
Thank you for getting the statement to us, Unfortunately, at this time the refund has been put on hold as you have further claims with ThePOGG. 
 
Once you have completed the procedure with them we will be able to process the €450 refund as discussed in this email thread. 
--------------------------

I do not understand this mail? How can this be further claims? I have asked for a refund from both Fun Casino and Race Casino since I started this case. I have asked for a refund of 950 euro. 

Earlier in this case you wrote this:
--------------------------

"The chat interaction that you are referencing clearly occurred after the fact of this issue. It could be explained away as either an operator error, which had no impact on the issue, or a change in the operator's management of your claim due to subsequent events.

Self-exclusion requests at MGA licensed properties only apply to the property that they are requested at unless the player makes an explicit request for them to carry over to other properties on the license. If you have not done that, the self-exclusion would only apply at the URL where you made the request.

Incorrect information being provided by an agent - for instance, that your exclusion would apply across the license without any request - may have bearing on the claim, but only where the information was provided before further issues occurred.

As such, it would help you case to provide the communication where you originally requested your self-exclusion."
--------------------
My reply was, if you had read all the documents I had sent, but I never recieved a reply to that quistion. Therefore I thought that the case against Fun Casino also was included - just untill I saw the refund amount. 

You asked me for chatlogs from All British Casino, when I asked for self exclusion back in 2016 so you was able to see what kind of self exclsuion I was asking for. The casino claims that I just asked for self exclusion because of RTP and I claim it was because of my gambling addiciton (which in my mind are the only reason for self exclusion). I sent you the chatlog I had with a live agent in 2020 where she told me, that I was self excluded across their brand. That was my only opputunity to get som information since a did not save any chatlogs from All British Casino back in 2016. And why should I?  I had no chance to know that such case would come. 
 
In my opinion its L & L Europe who should proof that it was RTP that was the reason for my self exclusion,  especially when their live-agent told me that I was self excluded on all their sites back in 2020.

Dear the Pogg

Are there any updates on this case?

Race Casino deny to refund me the money before they know if the money I deposit on Fun Casino also are a part of this case.

Dear the Pogg

Race Casino still deny to refund me my deposits before you reply to the quistions about Fun Casino.

Hi flowplowlow,

Race Casino will not take any further action until we have concluded a review to determine whether you are entitled to anything beyond a refund for Race Casino.

We will revert to you when we have concluded that review.

Thanks,

ThePOGG

Thank you for your reply. 

I look forward for a fast solution on this.

Hi flowplowlow,

I've reviewed the entirety of this case again, including your chat transcripts with AllBritish Casino.

In 2016, the interaction with AllBritish Casino Live Support revolved around you wanting to "delete" or "block" your account, specifically citing unhappiness with the number of strong hands that the dealer has received during your session playing Blackjack.

The end consequence of this is that the agent informs you that your account has now been "self-excluded you permenantly [sic]".

There are two points to make clear here. Firstly, at no point during this interaction did you mention gambling addiction, not being able to afford to continue playing, or not feeling in control of your play. You make very clear you are unhappy with the luck you are receiving, but that is as far as you go.

Secondly, while the term "self-exclusion" is used to refer to a player protection mechanisim under the MGA license, it is not by default considered a gambling addiction closure. A "self-exclusion" under the MGA license closes the player's account, requiring a 24 hour or 7 day cooling off period before the player can reopen it depending on whether the exclusion was set to end at a fixed point or go on indefinitely. Only under the circumstances where the self-exclusion is directly associated with gambling addiction would the licensee be required to carry over the self-exclusion to other properties on the license. 

I should also be clear that the standards described above came into force in 2018. Prior to that, the standards were much more lenient.

The above being the case, your interaction with the AllBritish Casino support does not qualify as a responsible gambling self-exclusion. The agent in question does not say anything that would indicate that they have extended your beyond AllBritish Casino. As such it would only apply to AllBritish Casino and you would have been free to register and play with other properties on this license. 

Later you registered an account with Fun Casino. As described above, the operator were not at this stage required to prevent you from doing this. During your interactions with Fun Casino, you made clear reference to experiencing issues with gambling addiction. At this point the operator were obligated to exclude you from accessing any of their services across the license.  When you subsequently registered with Race Casino, this registration should have been detected and prevented given the exact match in the email address you used to register at Fun Casino and Race Casino.

As such, you are entitled to a refund of your losses at Race Casino. You are not entitled to a refund of your losses at Fun Casino. The previously stated total of €450 is what you are entitled to receive.

I realise that this is not the outcome you were hoping for, but it is the correct outcome based on the interactions you had at each stage of your journey with this licensee.

ThePOGG

Thank you very much for your reply

I have also sent you a transcripts  (from a chat back in 2020) with a chat-agent from AllBritish Casino , where she clearly told me, that I should not be able to register at any of their casinos because of the self exclusion back in 2016. Does it have no effect? 

In my opinion, a self exclusion is the same as saying that you cannot control your game. Otherwise, you can simply ask to be deleted from the page. Likewise, I also believe that if you start to complain about your luck when you gamble, it is also the same as saying that you cannot control your game, and therefore this kind of information should also result in a permanent self exclusion on all L&L Europe casino sites.

There are clearly different interpretations of how things should be understood in this case. L & L Europe and the Pogg do not think that I show signs of problematic behavior in relation to the chat I had back in 2016. I think on the contrary that it is clear that when you start complaining about your luck and almost accuse The casino to cheat, to that extent it is a sign of problematic behavior in relation to gambling.

I think we should find a compromise that benefits both parties in this case, and I therefore suggest that Fun Casino refund half of my deposits. In my world it will only be fair. What does the Pogg think about it?

In conclusion, I also think it should be noted that I have been fighting L & L Europe for 3 years on these matters. They have consistently denied doing anything wrong and even managed to get me banned from Casinomeister - another major Casino review site. I think L & L Europe should contact Casinomeister and tell them they made a mistake and get my account reinstated. Likewise, it would behoove them to give me an apology for the accusations that they have directed against me and the lies that have also been told to me. Among other things. that e-mail was not used to self-exclude people. This despite the fact that it is clearly what you have emphasized in this matter.

In addition to my previous post, I also think it is clear that the chat from 2016 can be interpreted differently, when even their own chat agent in 2020 also wrote that I was self excluded from all their sites because of my self exclusion on All British back in 2016.

I therefore still suggest that we find a fair solution that also accommodates me. My proposal is therefore still that Fun Casino refunds half of the 500 euros that I deposited with them.

In total, including the deposits to Race Casino, it will give 700 euros.

Hi flowplowlow,

While we appreciate your frustration, the above is a very partisan view of what has actually occurred here.

In the first instance, the L&L Europe exclusion system has previously been audited and found appropriate by the regulator. It has only been during the review of this case that the regulator determined that the operator should have prevented your place based on the email match alone. So the operator have not be "lying", they were simply incorrect and their error was reasonable based on their interactions with the regulator.

Furthermore, this is not simply a case of "L & L Europe and the Pogg"'s "interpretation". This matter has been reviewed in detail by the regulator as well. We understand your definition of what a self-exclusion should be, but we have to defer to the regulator's interpretation of this term.

As far as your interactions with support go - no, we don't agree that being frustrated that you haven't won is by itself or at the levels you demonstrated during that chat, sufficient to expect the operator to conclude that you are unable to control your own impulses to gamble.

Unless your chat with AllBritish occurred <strong>before your play</strong> with Fun Casino, they have no bearing on whether you are entitled to a refund. If the operator has misinformed you of the extent of your exclusion before your loss, that may be relevant. 

As to your suggestion - at the present time, we are satisfied that the correct outcome has been reached at €450. If you wish to try to negotiate a settlement with the operator that is different to the one we have put forward, that would be your responsibility to undertake and not something we could assist you with. Nor is it within our authority to require the operator to offer any form of apology. That's up to the business to do if they feel it is appropriate.

ThePOGG

Despite the fact that I do not 100% agree with your decision, I accept it.

  However, I still think that L & L Europe's behavior and accusations against me go way over the line, just as I also feel convinced that there are other people out there who are also entitled to compensation for similar cases. I certainly hope ThePogg follows up on this.

I will report back as soon as I have received back the 450 euros from Race Casino.

I sent Race Casino a mail two days ago.

Still no reply.

Hi flowplowlow,

The operator informs us that your payment has been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

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

Yes, money recieved. 

I feel convinced that there are many more gambling addicted players who have been treated in the same way by L & L Europe as I am. I would therefore encourage The Pogg to follow up on it and make sure that L & L Europe does not have similar cases lying around where they have refused to help.

They kept me waiting for more than 3 years and I have had to spend countless hours trying to get the money back that I should have had the very first time I contacted them. I find it extremely unprofessional that such a big brand can allow itself to treat gambling addicted players in that way and not even know the rules set out by their own license provider.

Not even an apology is received from them despite the fact that they have made several accusations against me, as well as getting me banned from Casinomeister by lying to the administrator of Casinomeister.

L & L Europe is the epitome of all things Responsible gambling - all they care about is making as much money as possible.

This whole thing I will do everything in my power to get out on as many review sites as possible.

Hi flowplowlow,

To be clear - we have been the ADR for L&L Europe for over 3 years. In that time, our contact details have always been available in the operator's terms of use. You did not approach us until 8 months ago. The operator has not been holding-up your claim.

And as previously communicated to you, the operator also has had their automated checking system audited and approved by the regulator several times. It was not until we highlighted this particular aspect of the system that the regulator determined there was a failing. So the operator would not, under reasonable definition, have expected that they should have had to return anything to you until such time as this ruling was given. 

If other players approach us with similar issues, we will review them, but we are not in a position to engage any from of audit of the operator.

ThePOGG

So its just fine, that they lie about me to admins on Casinomeister and get me banned?  And its fine that they had accused me for different things that simply isnt the truth? 

All casino sites should know, that they should use e-mail to block people.  I will, at any time, tell people to stay away from this casino group. I will also post this case on all possible reviewe sites I am able to find.

Hi flowplowlow,

We're here to review issues relating to gambling transactions with operators.

If you feel that you have been in some way defamed, then we would recommend seeking legal advice. Your issues with the Casinomeister site and the operator's interactions with this business are not something that we can assist you with.

ThePOGG

I understand that, but its just to show how unprofesionel this casino group is. You can close this case. 

I will post the result on the other review sites, who was not able to get L & L Europe to refund me.

While this player has not received the full amount of their claim, an oversight in the operator's system was identified and the player did receive a partial refund.

Back in 2016 I ask to be self excluded from AllBritish casino - a casino under branded "L &amp; L Europe Casino" See Appendix 1, where the chat operator confirms that I am self excluded and no longer have the opportunity to play at others "L &amp; L Europe Casino sites"
 
 In the beginning of November 2020, I happen to come across the casino "Fun Casino", which is also a site under "L &amp; L Europe". Here I register without any problems, and loose 500 euros.
 
 I subsequently complain and they tell me that the reason I had the opportunity to play with them was that I was not marked as a gambling addict from the All British casino. (See Appendix 2) Of course, I do not understand this, as the Chat operator from All British had just told me that I could no longer register with any "L &amp; L Europe" casinos. 
 
 FunCasino assures me in the same email (appendix 2) that I am now self excluded and that my user is made as a gambling addict. I will not proceed with the case at this time.
 
 At the end of the same month (November 2020) I come across the site Race Casino - also a site L &amp; L Europe site.
 
 Here I was able to register without further ado, and loose  another 450 euros. When I subsequently find out that it is also an L &amp; L Europe site, I get very frustrated and complain to RaceCasino that they have allowed me to gamble despite the fact that I am marked as gambling addicted to their entire brand ( see appendix 3)
 
 RaceCasino replies (appendix 4) that the reason they have not blocked me is that my year of birth with them was set to 1981 and at FunCasino to 2002. My real year of birth is 1981.
 It must be said that at AllBritish casino, my year of birth was also set to 1981. When FunCasino blocked me, they did not mention anything that my year of birth was not the same with them and All British.
 
 RaceCasino also mentions that my last name does not match 100% as I have written my middle name under last name on their site.
 
 I have had a long conversation with their representative on another review-site. 
 
 He maintains that when the year and surname are not 100% the same, then I am not entitled to a refund. This despite the fact that I used the same email address, same phone number, same first name, same adress and same credit card at both FunCasino and RaceCasino. I did not use the same credit card and address on AllBritish that I used on the other two sites as there were 4 years in between and in the meantime had moved and had gotten a new credit card.
 
 He tells me, just as I had been told before, that they use surnames and birthdays to block people who have blocked their account due to gambling addiction. In Denmark there are 2-300.000 peoples with the surename “[EDIT]”. Some of those will for sure have the same birthday. If you use birthday and surename as the things to sort gambling addicted players, I think alot of people will be denied to register because they are identical to alot of people.
 
 I also ask him why these are exactly the two things they are blocking, but he never answers. He also never answers why they do not block based on email (as the vast majority of casinos do), phone number, name, country or credit card information. This he also fails to answer. He simply writes that the information must be 100% the same, and then refers to their t / c, which I have subsequently looked through. I have been unable to find anything about it.
 
 I do not believe that L &amp; L Europe lives up to what they promised me, already back in 2016, and that I am therefore entitled to a refund of the money I have lost at FunCasino and RaceCasino., A total of 950 Euro.
 
 In this complaint, I have referred to some appendices that I would very much like to send to you so that you have a better understanding of the complaint.
 
 Thank you for your help 

Race Casino - L & L Europe refuse to refund lost money despite self exclusion

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