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I would like to add a supplement to my already submitted complaint.  I looked at my case much more closely and found that I didn’t even live then at zip code 00880 as the simppeli account claims. the question arises as to whether the information has been changed or how its possible? i can send  a voucher from the census system that I lived at the same address as the Dreamvegas account information.

This makes it even more amazing that I have not actually been able to exchange registration information as a simppeli casino manual registration is not possible.  it's a playn play casino. Its true that i have moved after regiester.

also I have always used the same address at Simppeli Casino even with a chat agent as what is dreamvegas in my account. (i can send photo of this) i have also submitted a picture of my paycheck to the simppeli casino where my address is the same as my dreamvegas account.

also my attention is drawn to the date 11.7.2019 no expiration date has been set for the lock.  white hat Gaming allows you to close a game account for a maximum of 5 years due to a gambling problem.  why is there no 5 year ban? was the whole freeze even set?

even after the global lock freeze, there have been notes and annotations in my account.  this is weird because i had to be permanently protected.  and no events should happen after the global blockade

Hi ojalfinland - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming 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.

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 15k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

thank you.  I also want an explanation from the operator as to why they did not intervene in the 4 day deposits 19016e?  why didn’t they once approach me and ask if I was okay?  is gaming under control?  where does the money I deposit come from?  I indicated clear signs of a gambling problem.  this is a complete violation of the mgan license rules

Hi again, Do you need any documents from me.  i have done research and found out that one of the big things about the lockout system in white hat gaming  is also that the 4th most recent digits of the debit card are the same in both accounts.  i used both dreamvegas account and simppeli account with the same debit card and the last 4 digits are the same. I also have an official receipt for this

Hi, I'm sorry to resend your message.  i just can’t sleep at night and this situation revolves all the time in my mind.  why I was treated this way, and I feel really  anger and bitterness when my thoughts go back to 2019 as this operator destroyed my life. 

I have browsed a simppeli casino deposit in my history and I am shocked at the 8 hour deposit of the 15400e yes, without their intervention, without sending any messages, they saw that I was playing back the money I won as well.  they weren’t even interested from where 22-year-old has so much money. And no I could not afford to play, I had taken a loan . I don’t want to recall that time but I can only say I couldn’t afford to play.  I have already suffered from my actions and continue to suffer. 
the operator has a reasonable time frame within which to manually detect my account.
why has everything been ignored in my case? 
why did they ignore that I had to be protected?

i am very scared if this casino will treat all the customers like me.  they didint want to clarify the situation with me and didint reply to my numerous emails.  the casino announces that it takes responsible gaming seriously.  is this really their attitude towards it? when this complaint is settled in half or the other way can I still make a complaint to MGA have their actions investigated?

 have you caught the casino?

do you have any new information?  I have been waiting for a response from the casino for a long time regarding my personal information.  they don't answer me at all.  what do i do?

Hey Pogg, could you please tell me what the situation is?  have you even caught the casino?
i suspect the operator is uncooperative.  for it will not answer me for many weeks. is it best for me to make a complaint directly to mga, the operator has to answer them.  please tell me if the negotiations are in progress or if I'm wasting my time, thank you.

Hi glory123,

As stated in the red box above the post field on every single complaint page - we do not respond to update requests until such time as we have information to share with you. Until such time you will need to be patient.

We would recommend familiarising yourself with our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to gain an understanding of how this service functions.

ThePOGG

Sorry POGG, my mistake. thanks for clarifying it.  I use google translator for the most part and I read the instructions.  I won't disturb your work.
I have one document as evidence that proves that the block on 11.7.2019 specifically SELF-EXCLUSION was not set, as the operator claims.  I don't know if you already have that proof, but I can send it to you as well.

hi, sorry to bother you.  I have given you permission to handle that complaint in full.  but do I have any chance to answer the claims of the operator what they write to you.  I have also assembled my own evidence for the complaint in question.  unfortunately, since I don't know about your conversation, it's hard for me to bring my own evidence for you to see.  please let me know if there are any opportunities for me to contribute with my own evidence.

Hi glory123,

Where we require something further from you we will request it. At the present time we do not.

Thanks,

ThePOGG

hi, thanks for your reply.  I would like to ask if the mga is involved in this complaint?.  so that I can prepare for the duration of the appeal.
I hope you don't mind me asking.  I would just like to know which all parties are handling my case.

Hi, Can I have interim information?  my complaint has also been in casinoguru and I was instructed to contact the licensing authority.  I will contact the lawyer in the next few days to take this complaint forward.  the duration of this complaint has already lasted 2 months, the operator has not responded to my e-mails.  and I have no idea what's going on and what the correspondence between you and the operator contains, this worries me when they talk about me and my personal information, but I don't know what.  please tell me what is going on?  I have a lot more evidence to back up my claims and I'm bummed you don't need it.  is this complaint nearing its end or why is this?  kindly tell me interim details?  I am instructed to take the matter forward. this whole complaint has me very busy and stressed..I want to know what's going on.  when I see a lawyer I need to know where to go.

This whole casino is one big joke and they are into financing problem players.  I'm not the only one who has the same problem with them, in addition to me, 3 other people I know have suffered from the same problem because of them.  The operator does not take responsibility for anything, we will file a mass complaint against them if they do not correct their mistake.  They told me in the complaint that after the call on July 10, 2019, they froze my account as a backup so they could confirm the claims made in the call.  REALLY, what's there to confirm anymore when I'm begging them to ban me because of a BAD gaming problem, what a FREEZE that doesn't cover the entire casino network as requested I asked for an immediate ban, not a freeze!!!.  This operator also preys on problem players 3.10 I lost 15956e in one day and they send me 4.10 BONUSES which leads to me playing more and more.  Where are their responsible gaming practices? I have all dokuments. Please answer!

Hi glory123,

We have not stated that we do not need your evidence, we have stated that we do not need it right now. Both parties are allowed a reasonable time period to present their case or respond to any additional requests we make. 

We will follow-up, where relevant, once we have reached a point where we have requests for you to provide evidence or information to pass to you. Until that point, we have no update to provide to you. Requesting updates does not speed this process up.

With regard to the MGA - as explained in our first response, we manage complaints against this licensee on behalf of the MGA. If you contact the regulator, they will simply direct you back to us.

Thanks,

ThePOGG

Hi, thanks for the reply.  This operator doesn't answer me, I don't think they communicate with anyone, even casinoguru tried all month.  How long are you going to give them?  It has already been more than 3 weeks according to your terms.
 Is it possible for me to get information about what you have discussed with the operator?

 Ok can you still report them as I want them investigated as I am not the only one with this problem.  this is a horrible time for me as I don't know what is going on and how long I will have to wait for any answers.  shouldn't the interim information come every 3 weeks, because you give the operator 3 weeks time to respond

Hi glory123,

This is the last response we are going to offer you before we have some actual information to communicate to you. This dialogue is now negatively impacting the time available for managing other claims while delivering no additional value to you. This exchange exemplifies exactly why we inform all complainants that we do not respond to requests for updated unless we have information to communicate to you.

Our standard period to allow a response is 3 weeks. However, that is for each response. This is exactly the same for both players and operators. So where a party responds to our contact and we revert requesting further information, that would restart this process. From your response above however, you are already aware of this dynamic.

The operator does not have a choice with regard to communicating with this service. Unlike Casino.Guru we are not acting informally. As stated in our first response, we are the operator's license required ADR service and empowered to issue legally binding rulings. Where an operator fails to respond, just as in a court where one party fails to present themselves on the day, the ruling would default in favour of the other party.

You will receive an update as and when we feel we have a complete picture of what has gone on from the operator's point of view. We already have your point of view from your submissions. At that juncture, if there are inconsistencies between the accounts of the parties we will then look for further information from the relevant parties. 

And no, we do not provide information every 3 weeks. This is a professional judgment call and relates to ensuring that any information we do provide accurately reflects what has happened. Inaccurate or incomplete information simply creates frustration. If we still have questions relating to the timeline of events, we will require those to be answered first.

Thanks,

ThePOGG

Hi, thanks for your time and reply.  You mentioned in the message that we have a full picture of what happened for you, you are waiting for the operator's picture of what happened.  But you can surely notice from the documents I sent that white hat Gaming sent me that on July 11, 2019 the self exclusion lock was not set, so I was wondering what documents they might have that would make the situation inconsistent and should seek help from the relevant parties?
 Isn't this a clear violation of the player's protection and the rules of the mga license when the lock was not set due to a game problem.  So I think the situation is very clear, their employees have not acted correctly/ the employees did not have enough training for a similar situation.  Everyone understands the difference between freezing and self exclusion.  I want an apology from them!

 My documents are not forged, everything is from white hat Gaming limited!

could I pls get any information updates at this week?  what is the operator's position on this matter, is it different from mine?  where there are disagreements while the appeal takes time to resolve.  are there third parties involved in this as well?  I'm stressed out about not knowing Anything, tnx for your time.

can you tell the operator to answer me?  why are they not replying to me, I just want information about myself?  I'm so stressed and it's hard for me to live with this.  no one will tell me how much longer this will last.
Sorry for your time.

I have asked the operator for ip information from both accounts.  I am entitled to it according to the GDPR regulations.  This operator does not answer me for 2 months.  This is one of the most essential pieces of information, because I can say the same ip was used in both accounts.  I need this information asap, I want to challenge the operator.  Can you ask the operator for this information?  This operator is one big joke.

Pls help me.

Hi glory123,

This service is not empowered to enforce Subject Access Requests. If you have made a Subject Access Request to the operator and they have not responded to it, you need to contact your local authority responsible for data control to pursue that aspect of your claim.

Thanks,

ThePOGG

hi, thanks for your reply.  this is not fun anymore simppeli casino has blocked me and my email address.  I've never been RUDE to them, I've only asked for information that I'm supposed to get.  but apparently this is their way of doing things.  I won't be laughed at anymore and now I'm going to take it forward.  Can I sue the operator even though the appeal is still pending here?

Hi glory123,

This process in no way impacts any other rights you have as a consumer and you are free to take legal at any time.

Thanks,

ThePOGG

hi, thanks for your reply.  it helps a lot my situation. 
 I now know MGA that a small variation in the data would not be enough to remove the operator's obligation to transfer the self-lock.  (In my case, the entire self-lock was not even set)
 Casinoguru also evaluated my complaint and gave the casino high black points, the number of black points indicates whether the operator/complainant is possibly right.  Casinoguru also told me in an email that I have a strong case and recommended that I take it to the licensing authority.  I have now collected all the documents and found a lot of complaints from other players about the White hat Gaming operator, and I am shocked how this operator treats customers.  I hope you have also familiarized yourself with those complaints.

Hi POGG have you heard anything new?  this is terrible when I don't know what's going on and this operator has blocked me, this is not right.  I'm just a customer complaining about a bad experience, I should know where to go.

Sorry for your time. Tnx

Can you please tell me whats going on? Tnx

Please tell me whats happened? Its almost 7weeks and i dont know anything.

good thepogg people.  what is the status of this complaint?  what is happening?  is processing nearing the end? 

 I am not feeling well now and a big sadness has happened in my life  with my close people  and these funds would be really important right now.  please tell me, it's hard for me to live because of this.

Hi glory123,

As you have already been informed, repeatedly, you will receive an update at an appropriate point in the complaint management process. At the present time work on this case is ongoing.

ThePOGG

Yes understand thank you. 

i just want to know if this case will take much time.  I read the average processing time in the terms of use and in my case it is already almost full.  that's why I'm asking if my case is difficult and will it take a long time or can I expect a decision soon? Please tnx

Hi glory123,

Your case is highly complex and we could not at this point estimate when it will be concluded.

ThePOGG

Hey, thanks.
  I want this also to be taken into account in the complaint. On July 10, 2019, I sent dreamvegas good:
  Hi, thanks for your concern.  In fact, I want to permanently close my game account.  It is not possible on your site so could you do it for me.  Thank you.

  I got an automated response from them, which said that my request would take 24 hours, so i didn't have time to wait that bad, so we decided to call on 10.7.2019, and told them that I was suffering from the game, block me from everywhere immediately!
  As you can see in the message of 10.7.2019, I didn't know how to close myself and I tried my best to protect myself, I wanted to close the game accounts suddenly.  unfortunately, I stopped playing.  But this fact proves that many times protection, why asked for it?

  When they simple casino responded to my complaint they told me:
  Your account was suspended on 11 July 2019 as a precautionary measure following a telephone conversation.  This step was taken to ensure that you are protected until we can speak with you and verify the claims made during the call.

 But they NEVER contacted me.  They never confirmed that the game account was in self exclusion lock.  They have never asked Am I okay?  Do you need help?  Here are some for you with those gaming problems.

good day thepogg.  any progress with this complaint? my situation has gone bad.  I'm doing badly at the moment, I've signed up for treatment for gambling addicts in Finland minnestota hoito, which costs 6900e, of course I don't have a lot of money and this case, if it's resolved one way or another, would help me cover the treatment.  I would like to start the treatment as soon as possible because I feel now very  bad.

Hi, can you please tell me what happened with this case? are there 3 parties involved or why does the appeal take so long?  I myself have contacted mga and I have already received answers from them when I asked questions about the operator's obligations to protect problem players.

hi, can someone tell me what's going on?  it has already been 3 months in the complaint and nothing new.  

thank you very much for your time and work.

Hi glory123,

As already explained to you - multiple times - you will receive an update on this issue once we are satisfied we have accurate information to provide to you. Until that time, work is ongoing on your claim.

ThePOGG

Tnx well i understand, but its been 4month and nobody havent tell me anything of this complaint. can someone tell me what happened? What next? Have you forgotton me?

Hi glory123,

The nature of your complaint is highly complex, necessitating very detailed discussions both of your activity across this license and how the licensee has responded to your activity. 

At the present time we still have questions relating to some of the actions taken by the operator and are pursuing complete responses to those questions. After we are satisfied on this front, we will likely look to discuss the case with the regulator to gain feedback on the interpretation of various regulatory requirements.

We will revert to you once we have full feedback from the regulator. We would advise you to expect this process to take several more months.

Thanks,

ThePOGG

WHITE HAT GAMING  send me ADVERTISING MESSAGES to my phone number AND ENCOURAGE ME TO PLAY AT THEIR NEW CASINO.  white hat Gaming has blocked me, I can't email them.  can you kindly tell them to stop sending the ad messages.  this is not funny at all im a recovering game addict why do they do this?

I have already received 2 text messages from them

Hi glory123,

Please forward screenshots of these messages to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>. What number were these messages sent to?

Thanks,

ThePOGG

Hi glory123,

I note that the email you have sent is not associated with this account. You also have not provided the phone number that you received this communication to. 

If this communication has been directed to details other than those associated with an account that has been excluded, the operator would not know that this was the number of an excluded individual.

Please confirm the phone number this message was received on.

Thanks,

ThePOGG

sorry thepogg for the delayed reply.  my phone broke completely i had to buy a new phone and with it went all the data unfortunately i don't have a number to give you.

has my case made any progress?  I would be grateful to hear at what stage we are going now.? I would also like to comment that I feel like an "underdog" in this complaint when I cannot comment on the operator's claims and the explanations they give to you.  

I have also been in contact with mga and received a comprehensive email from them with a player protection directive b2c, according to which the operator has clearly neglected me.

Tnx for your time, waiting answer :)

hi POGG, it's been a really long time and I appreciate your time and effort.  but this thing is stressing me out and I would like it to end soon.  have we made any progress?  are we waiting for the position of the licensor or are we still in the first stage?
Tnx for you!

Hi glory123,

I understand your frustration. We do not like to see any complaint take this long. There is an ongoing dialogue with the various involved organisations and we will revert to you once this has concluded.

Sorry for the delay,

ThePOGG

Hey, thanks for the information.  let me know if you need any more documents from me.  I also want to participate and defend myself from accusations where the casino has accused me.  I also want the whole picture to be considered in my complaint.  among other things, my young age in 2019, the nature of the complaint (I filed a complaint about what happened years later) I did not intentionally break the casino's rules/blocking system, if this had been my goal and purpose, I would have filed a complaint for the refund of the deposit immediately after the incident.  I can't even explain what a problem gambler goes through, and in a gambling mania, he thinks about nothing but gambling, desperately Googling casinos and gambling on the first one he can get his hands on.  if you read my chat history from simppeli casino you will see how desperate and depressed I was at that time.  i just want justice i hope you can help me with that. I am still suffering financially from the damage I caused in 2019 at this casino.

hey sorry to approach you again  this incident is bothering me and is on my mind daily i would like it to end soon.  is there any progress?  could we get this resolved by christmas/new year.  I really appreciate your work, but my mental health is suffering because of this.  For 6 months I have been waiting for some information, even something small, even which party is stronger in the complaint.
are we even close to the end, or do I still have to wait several months?  some interim information even about which side of the complaint is stronger, that would calm me down.

Hi glory123,

We appreciate your frustration. At this point there is no reasonable expectation of this matter being concluded before 2023. We will update you as/when we reach an appropriate juncture and appreciate your patience.

Thanks,

ThePOGG

Hi POGG, something new in this case?

Tnx

hi THEPOGG, I was wondering if any progress has been made/is happening on the appeal?

I've been waiting for 7 months and it feels impossibly long and I haven't received a single Interim information about what's going on and whether we're close to the end.  I just hope this matter can be resolved as soon as possible, it bothers me and a lot.

I appreciate your time and effort with my case.
I'm just going crazy because this is taking longer than expected and there's no end in sight.

hi pogg, thank you for your help.  I have a question, is it possible for me to also take this case to the online dispute resolution platform at https://ec.europa.eu/consumers/odr/ even though the case is pending here?  I would get legal help from them and they also have help with a lawyer.

Hi glory123,

You are free to pursue this matter however you wish, however the ODR platform is intended to help consumers locate the correct agencies to review the matter. As such, it should direct you back to us.

Thanks,

ThePOGG

Date – 29/01/2023

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

thanks for the info Thepogg.  are we even close to being done with this complaint.  How long will the review possibly take?  thank you

Date – 14/02/2023

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

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

hi Thepogg thanks for the info.  I last received information 3 months ago from you that ” dialogue with the various involved organisations and we will revert to you once this has concluded” 
have these discussions been concluded?  what is possibly the next step?  are we close to solving this issue yet?
the complaint has been pending for 9 months and I have no idea what's going on.  I am very frustrated I would like this to be over. :(

Hi THEPOGG, sorry to bother you again.  I have contacted a law office that would help me with this matter, but primarily I have to show that I have tried to resolve the matter with the operator, adr.  as you have told me many times, my complaint is very complicated and I understand if I don't get a solution here.  but I would just like this complaint to be over so I can take new steps.  this complaint is important to me, not only with the return of the deposit BUT I also want an explanation for the operator's actions towards me.  for indeed I lost my sanity and all.  so please, if the resolution of this matter takes too long, I am ready to stop the complaint and continue with the law firm. but because I appreciate your work and your time, which you have done for this complaint for 9 months, I think this would be wrong, to waste your time.  but of course I expected a faster solution one way or the other.  I'm sure you understand it's very frustrating to wait without knowing what will happen and when this will be over.  for example, could I possibly handle the matter faster with the help of a law firm.  because this case really bothers me. thanks for the answer.

hi thepogg, I would like to add to my case that I have a note in my medical records that I have suffered from gaming addiction for several years.  this real thing has happened before I joined simppeli casino.  after we called dreamvegas casino, I was already very addicted to gambling, so this real thing that I suffer from gambling addiction has not been invented.  we didn't call dreamvegas casino for fun asking for protection and help, I was really sick.

Hi glory123,

You are free to pursue legal action if you feel this is appropriate. That does not impact the processes of this service.

Thanks,

ThePOGG

Date – 13/03/2023

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

has there been any progress on the appeal?  are we about to finish this?
Tnx thepogg

Hi glory123,

The claim is being considered by the regulator's legal team. We cannot at this time give any predictions on when this is likely to conclude.

Thanks,

ThePOGG

hi, certainly one of the main factors of my complaint is whether the operator had to apply self-closure to the entire casino network or only to the casino I requested.  in the call made to dreamvegas casino on July 10, 2019, we asked to exclude me from everywhere.  also a simppeli casino chat  from the history can check the fact that when you ask the white hat gaming limited casino to exclude you due to a game problem, white hat gaming automatically excludes you from the entire network.

October 11, 2019 at 09:18 Dear [EDIT]
We can confirm we have manually applied a self-exclusion to your accounts for a maximum period of 5 years. We also confirm that you are blocked from registering accounts with us across our entire network.

but this is a real thing white hat Gaming doesn't deny, they rejected the refund request because they think I bypassed the blocking system.  in my opinion, we should discuss here whether the whole block was even set by dreamvegas casino.

Hi glory123,

There's no question that the license wide self-exclusion was correctly applied, as you repeatedly tried to register with other properties on this license over the subsequent period and those registrations were detected and blocked. There are records of all of that.

The single case where you did get through, you used BankID rather than a manual registration. The conversation with the regulator at this stage relates to whether or not the licensee's detection system was robust enough or not.

We will revert to you as/when the review by the regulator has concluded.

Thanks,

ThePOGG

Hi.Thank you for the message.  would you be kind enough to tell me which casino I have registered with using bankid?  tnx

and what is the difference between bankid and manual registration?

hi, now i understand what you mean.  bankid=play and pay method with trustly without registration. 
 
I want to clarify, because I'm worried about whether you have the correct documents about me.  I have the documents sent by white hat Gaming which prove that ALL registrations to the casinos have taken place using bankid, except for the dreamvegas casino, it has been a manual registration.

Dreamvegas casino:  Registration was done manually on the computer. (Self exclusion was asked  10.7.2019)  the first casino I registered with out of all the white hat Gaming casinos. the casino from which I asked to be blocked due to a game problem.  after this I managed to open other accounts under the white hat Gaming license

 Simppeli casino: Registration took place on a mobile device using the play and pay method.  (trustly) no manual registration. it is not possible to register to the casino manually, it is a play and pay casino.  you can check this casino website.

Barz casino: Registration took place on a mobile device using the play and pay method.  (trustly) no manual registration. it is not possible to register to the casino manually, it is a play and pay casino.  you can check this casino website.

Vauhti casino: Registration took place on a mobile device using the play and pay method.  (trustly) no manual registration. it is not possible to register to the casino manually, it is a play and pay casino.  you can check this casino website.

 Mahti casino: Registration took place on a mobile device using the play and pay method.  (trustly) no manual registration. it is not possible to register to the casino manually, it is a play and pay casino.  you can check this casino website.

 Realod casino: Registration took place on a computer using the play and pay method.  (trustly) no manual registration. it is not possible to register to the casino manually, it is a play and pay casino.  you can check this casino website.

if you want I can provide the documents.  hope this clears things up.  I still think we should talk about whether dreamvegas set the SELF EXCLUSION lock at all?  why in the files is the term "manual lock" for the lock and not "operator se" as it is in a simppeli casino. why are there entries and comments in the files in my dreamvegas casino account after 10.7.2019 when I have requested a self exclusion lock due to a game problem. this proves that a freeze has been set on the account and not a self exclusion lock. this proves that a time out has been set on the account and not a self exclusion lock. if you look at the operator's comment on 10.7.2019 dreamvegas account when I asked to exclude me completely, his comment ” she was adviced on how time out works” that is, the operator has told me the time out and how it works.  the operator has not advised that this is an eternal SELF EXCLUSION for you, here are organizations specializing in responsible gaming where you can get help. there was no email message that the game account has been closed due to a game problem. this proves that the customer service person on the phone just didn't know how to act.

hi thepogg i have sent you an important email.  I hope you read through it and familiarize yourself with it carefully.  I hope to hear from you. I hope that I will get an answer and the investigation will start from here and not from what we are focused on now. Tnx a lot!

hi Thepogg sorry to bother you.  The email I sent you contained a lot of attachments and text, I want to make sure you got it, didn't it?  I would be really grateful if I could get your opinion on the matter, and possibly this complaint, which has lasted for 10 months, would be resolved  soon.
Tnx

Hi glory123,

Yes we received your email. This matter will be dictated by the regulator's position. We will inform you when we have that.

Thanks,

ThePOGG

Did I understand correctly that my complaint has been transferred to the mga complaints team department?  what is the complaint ticket number?  how long the case may still take….?

I'm frustrated.. 10 months have already passed.

Hi glory123,

No. The MGA is reviewing issues that have arisen during this case that are relevant to this case's outcome. We therefore need to wait for the conclusion of their discussion. This does not mean that the regulator has taken over management of the claim, or indeed knows anything about you personally as that information has not been shared, but we do need to wait for their assessment before we can provide a ruling.

Thanks,

ThePOGG

thank you very much for the clarification.  I'm just frustrated with such a long process, I didn't expect it to be this long.  Can you tell me how long mga can possibly take to evaluate this case?  will we finish the decision soon?  I'm frustrated, sorry.
i just want this to be over. This  is really bad for my mental health.:(

Hi glory123,

I entirely understand and sympathize. There's no upside for us in a case taking this long either. It pulls our average case review times up, creates a lot of additional workload going back and forth with the various parties involved and inevitably means that we end up having to deal with a frustrated complainant. However, the MGA is a 3rd party and entirely outside of our control. All we can do is continue to remind the various parties involved to provide the requested information to each other and wait for the regulator to provide the required opinion.

Thanks,

ThePOGG

hello, I understand, but I got the impression that this case of mine has been in mga's processing for a long time?  I would also like to know what is the average processing time for my complaint?.  I've been patient and waiting for a long time, but the fact that I don't get to know how long will I have to wait doesn't make the situation any easier?
the processing of my case has taken a really long time.  and I also don't understand the real fact why it wasn't thoroughly investigated whether the operator had even installed the self-locking correctly or not, this case would have been clear.
why can't this fact be investigated by thepogg, but why does mga have to ask for an opinion on this?

Hi glory123,

Your case requires a regulatory opinion as it relates to the interpretation of the standards that the regulator has set as to whether this specific account should have been detected.

I appreciate your frustration, but anything we could say regarding how long this will take to resolve at this juncture would simply be a guess on our part. All we can suggest is either being patient while we continue to work on this or you can pursue this matter through the relevant court systems.

Thanks,

ThePOGG

Date – 01/05/2023

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, could you message mga and possibly ask them if they could handle the open questions about my case.  it just frustrates me that almost a year has passed and I think my case has not even been investigated based on the basis on which I sent the complaint (no self exclusion lock set), this fact was completely ignored.  here we are discussing questions with third parties that are in no way related to my complaint because I complained from the beginning about the self exclusion lock which was not even set.  so I am kindly asking if the case could be expedited simply because this case has already lasted almost a year.

I really appreciate your time and work, but I'm just frustrated because to this day I'm still living hand to mouth because I'm still paying off my gambling debts, I'm not working because I'm at home with my 2-year-old child, and money matters stress me a lot.  solving this case if solved in my favor would help me clear my debt and move forward with my life.

I strongly request that you try to hurry up the case and the third parties and resolve it quickly.

all adr bodies try to resolve the complaint within a maximum of 6 months from the arrival of all attachments.  and I still strongly believe that you had every right to decide this case alone based on the facts and attachments provided, I still believe that mga is just pointless and time consuming in this case.

what makes my case even more ridiculous is the fact that I already know 3 of us Finnish problem players who have suffered from the activities of white hat Gaming Limited.  one had EXACTLY the same complaint as me (the other name was missing from the personal info AND and white hat Gaming hadn't blocked him at all) and got a full refund.  so I feel a little unfair about this matter and the resolution of this complaint and how long this case has taken.  if you want I can even ask this person if he is ready to act as a witness, and to provide you, for example, with the decision of their own case because his case was identical.

but the fact is that there are already 3 of us that I know who have suffered from this operator, doesn't that also tell you that this operator has problems with its self-closing system and its activation.

My case is not as complicated as you make it out to be.  Considering the real facts.  White hat Gaming pays refunds to those who want to, even if the case is exactly the same.

I am strongly of the opinion that adr is trying to forcefully find and turn the case in favor of the operator.  This fact was proven by the fact that you provided incorrect information in your message and that WRONG information is currently being investigated and is apparently the "key" to the entire complaint
 You informed me: The single case where you did get through, you used BankID rather than a manual registration.  The conversation with the regulator at this stage relates to whether or not the licensee's detection system was robust enough or not.

 You did not take into account the fact THAT ALL ACCOUNTS after the self-closing request were registered using BANK id.  I did NOT bypass the blocking system, because when registering a bank id, you cannot enter your data manually and try to bypass the blocking system.

 So I'm asking if you could kindly react and give your opinion on the matter so that we can finally solve this case.  I am a single parent of a 2-year-old child and I am still paying the credit that gambling caused.  It would be vital for me to get a refund so that I can pay off my credit and continue with my rehabilitation and my life.


please respond to the below:

1. If you live in Finland, you know that there is a first name and a middle name and a last name.  When you register at dreamvegas casino (registration is only possible manually), dreamvegas casino asks for: FIRST NAME only NOT FULL NAME. Check this on dreamvegas casino website. 

 2. On May 18, 2019, I sent an email to dreamvegas with a photo of my passport that contained my WHOLE name and asked to update my personal information.  If an employee had updated my personal information, it would have been 100% the same as when I registered for Simppeli casino.
 
3. When I have registered at different white hat Gaming casinos, I have not bypassed ANY blocking system because I have registered for all casinos using bank id (play and pay) if you want I can send the proof of this all.  When you register bank id, you cannot enter your information manually, as the system automatically extracts it from your bank.
 
4. The operator claims that I used different personal information multiple times trying to register at several of their casinos.  How has the system recognized me and prevented me from registering for all other casinos except Simppeli kasino?

 5. The operator had ENOUGH TIME to detect my simple account and close it due to gambling problem.  Considering my large deposits, their alarm bells should have been ringing.

 6. Proof from the other player that his personal information differed and he received a full deposit refund.  I can ask this player to be a witness.

Hi glory123,

As stated previously, we're sorry you are frustrated, but some cases take a long time to fully review. 

Your case is far from as straightforward as you are presenting, and whether or not you will receive a positive outcome is going to come down to a technicality. 

You have registered over a dozen accounts across this license, all after an initial contact on the first account from someone claiming to be a friend that resulted in the exclusion being applied. 

Throughout these registrations, which I should clarify were not all BankID registrations (only 5 registrations in total were engaged via BankID) you used:

- 6 different physical addresses
- 4 different phone numbers
- 3 email addresses (4 if we include not providing one)
- 3 different dates of birth (in total an incorrect DoB was entered 8 times, 7 of which were the same incorrect DoB, which rules out this having been a typo)

Given the above, there is little doubt that you have been altering the information you provided to try and bypass the automated blocks that are in place to restrict you from accessing play. 

There is also little doubt that you have been specifically targeting this license, a license where you knew you were excluded. With, literally, thousands of online operators accessible to you, the frequency with which you have selected White Hat Gaming properties is more than random chance could account for.

Where this behaviour pattern is detected - actively trying to get around responsible gambling protections that have been put in place to help the player - the operator would not generally be held responsible for the player finding a path past the standard prevention systems.

The only aspect of your claim that provides any viable avenue of pursuit is the aforementioned technicality. On your first BankID registration - at Simppeli - while the information on your BankID account varied substantially from your previous Dream Vegas registration, you did, after registration, provide further information that matched your Dream Vegas account (an email address and phone number). The regulations are open to interpretation regarding when automated checks for self-exclusion registrations occur. 

We have never encountered another case of this nature. The regulator needs to provide an opinion on whether these checks are expected to happen at time of registration, or whether they are expected to be re-applied any time profile information is updated. It may be the case that the regulator determines that this does fall within current requirements. It may be the case that they do not feel that this is required. It may even be the case that they don't feel it falls within current requirements, but feel that it should be included in the next round of updates to the licensing conditions to close this potential issue. Until the regulator's team has discussed this in full, there is nothing we can do.

Other cases have no bearing on your claim. All we can do at this juncture is continue to prompt the regulator until such time as we have a decision.

I am sorry you are frustrated. You are welcome to seek redress to this matter via the court systems if you find that option preferrable. But there is nothing further we can do until the regulator has provided an opinion on this matter.

We will inform you as/when we have relevant new information to provide.

ThePOGG

Hi, sorry, are you serious?  I have never been as angry as I am now.  FROM THE BEGINNING I HAVE SAID THE OPERATOR IS falsifying my information.  I have received a dpo from the operator where you can see that ALL ACCOUNTS HAVE THE SAME PERSONAL INFORMATION.
 You have completely wrong information about my personal information, which is already an insult and a crime against me if the operator claims this.

 -bank id was used in all registrations, you can see this from my dpo information, I can confirm this from the intermediary of the trustly payment service with which this was implemented.  You can confirm this by going to each casino's website and noticing that manual registration is not possible.

 -6 different physical addresses?  Sorry but where?  Where did you get this information?

 -4 different phone numbers, what a total wonder I have owned exactly ONE PHONE NUMBER in my life.

 - 3 different dates of birth (in total the wrong DoB was entered 8 times, 7 of which were the same wrong DoB, ruling out that this was a typo)
  
HOW CAN YOU ENTER THE WRONG DPO when you CAN REGISTER to casinos ONLY USING your bank id and it automatically picks up your personal information.


YOU CANNOT MANUALLY ENTER PERSONAL INFORMATION IN A CASINO WHERE ONLY THE BANK ID REGISTRATION FEATURE IS USED. have you even researched this real thing?

 Secondly, you claim that I did this on purpose, this happened in 2019, if this had been my goal, I would have filed a complaint already in 2019.

 YOU'RE FORGETTING THESE FACTS:
 1. I only had 2 active accounts where I managed to register and play (other registration attempts were detected during the registration phase which I didn't get through and I was automatically closed) these 2 active accounts were ONLY dreamvegas casino and SIMPLE CASINO.

 Now the most important question, are you sure you are EXACTLY investigating me and my personal information in this complaint?  Yes, I can confirm that I have 2 little siblings (brothers) who have played at white hat Gaming casino.  Has your personal information been messed up?  I have the FULL DPO package that white hat Gaming sent me.  I EMAILED IT TO YOU PLEASE CHECK IT OUT IT COMPLETELY DEbunks EVERYTHING YOU CLAIMED.

I am really waiting your answer

I am asking you to send this information which you wrote above 

- 6 different physical addresses
- 4 different phone numbers
- 3 email addresses (4 if we include not providing one)
- 3 different dates of birth (in total an incorrect DoB was entered 8 times, 7 of which were the same incorrect DoB, which rules out this having been a typo)

these are about me and the claims in my personal data that are incorrect.  and the question is, does White Hat Gaming handle my personal data in accordance with the eu directive, because these are not my personal data.  so please email these to me i am filing a criminal report.

I await your reply today regarding the claim:

- 6 different physical addresses

- 4 different phone numbers

- 3 email addresses (4 if we include not providing one)

- 3 different dates of birth (in total an incorrect DoB was entered 8 times, 7 of which were the same incorrect DoB, which rules out this having been a typo)

I am waiting for this information please share it with me, and yes I am angry because it is about PERSONAL INFORMATION.  what the hell is going on, whose personal data is even being processed. send them to me right away, I will file a criminal complaint today.

excuse my anger and excuse my language you are not to blame for this.  I am waiting for your reply regarding personal information.  I hope to receive it today because it is about a person's identity and personal information.

your message:
 The only aspect of your claim that provides any viable avenue of pursuit is the aforementioned technicality.  On your first BankID registration - at Simppeli - while the information on your BankID account varied substantially from your previous Dream Vegas registration, you did, after registration, provide further information that matched your Dream Vegas account (an email address and phone number).  The regulations are open to interpretation regarding when automated checks for self-exclusion registrations occur.

 I registered for the simppeli casino using bank id, bank id extracts your personal data from the bank and THESE CANNOT BE EDITED. 

After that, you fill in your email and phone number (not mandatory), I filled them in IMMEDIATELY after registering and they were 100% identical to the dreamvegas casino account information. 

I have done some research and my friend registered for simppeli casino and this claim is also true, simppeli casino staff confirmed this to me.  and yes, I have a video recording of all of them.  because I am confused by your research results and arguments that turn out to be wrong. 

I wish you would also do more research because doesn't this sound ridiculous 

you register at the casino using bank id (you cannot register in any other way) registration does not require an email or a phone number (you can fill them in with your personal information after registration)  you can see from my dpo information that I immediately updated my email and phone number, you can also notice from my dpo information that I chatted with a simppeli customer service representative  right after registering in the chat and he asked for my email address and name for identification, I answered it with exactly the same personal information as what dreamvegas casino was,  and the customer service managed to identify my account.  another true fact is that on the same day when I registered for the simppeli casino, I deposited 15400e and withdrew 5000e, if my personal information had been incomplete (e-mail and phone number were missing) or had been incorrect, the withdrawal would not have been accepted.  I was certified on the first day. 

So the fact that they are not even required is not my problem, I filled them right after registration.  I didn't enter any different information and then edit it, I IMMEDIATELY filled in the correct email and phone number and 100% identical information to the dreamvegas casino account.  I have a simple support agent's messages saved which proves that registration is only possible using bank id and bank id extracts the information from the bank, after that you can fill in the phone number and email.
 So here we should not even discuss why the operator should notice self-closed persons and why not, since all the REQUESTED current information was filled in the registration.  If the operator doesn't require you to fill in the email right away and the phone number is just the operator's problem, I filled it in right away.

 When registering for a Dreamvegas account, I used the email address: [EDIT], phone number [EDIT]. Exactly the same as the simple casino.

 So answer my question: dreamvegas personal information was updated after registration, after this a request was made to block the game, so dreamvegas information was updated.  You mentioned that my personal data differed a lot when I registered for the simppeli casino, so please tell me which personal data differed when I registered for the simppeli casino from the personal data of the dreamvegas casino?

 Ps. Remember to take into account the fact that the dreamvegas information was updated before sending the blocking request and before registering at the simple casino.

HI SORRY CAN I GET ALL THE COMPLETE DETAILS OF YOUR STATEMENT.  do you understand I'm filing a criminal complaint and I need this information!  IT'S ABOUT MY PERSONAL INFORMATION! which someone has taken advantage of GIVE ME THAT INFOTMATION PLEASE! 

Tnx

hi, would you be so kind as to answer me.  it's been a week and I haven't HEARD anything from you.  I don't sleep at night because all I think about is WHO HAS TAKEN MY PERSONAL INFORMATION and you don't answer me.
  answer me what's going on?  why do not you answer? please reply to me today!  what is happening

please respond!  I have already contacted White Hat Gaming without success.  I can't file a criminal complaint because it requires attachments and evidence.  this is about people's personal data and their misuse.  this is also about my life, in the worst case, personal data will still be used and I will have to report it to the police.  this also means that loans can also be taken out in my name and used as fraud.  please help and let me know this information.  help that no further damage occurs.  I want to solve this case.  please let me know if was  your claime true about: 

- 6 different physical addresses

- 4 different phone numbers

- 3 email addresses (4 if we include not providing one)

- 3 different dates of birth (in total an incorrect DoB was entered 8 times, 7 of which were the same incorrect DoB, which rules out this having been a typo)

or had there been a misunderstanding and the personal information had gotten mixed up. please answer me im scared. please tell me.  why don't you reply for 2 weeks.

Hi glory123,

White Hat Gaming responded to your Subject Access Request by providing information on the 6 accounts that matched the information you provided with your Subject Access Request. Where other accounts have been registered with details that did not match those that you provided with your Subject Access Request, White Hat Gaming are not required to provide you with information on those accounts. If you are unhappy with White Hat Gamings response to your Subject Access Request, you would need to take this matter us with your local governmental agency managing such issues which you should be able to locate <a href="https://edpb.europa.eu/about-edpb/about-edpb/members_en" target="_blank">here</a>.

With regards to BankID registrations - you are correct that you cannot edit the information provided by your bank. However i) the other accounts were not registered via BankID and ii) you can still provide information beyond that which is provided by your bank to include in your profile - as you did at Simppeli, providing an email address and phone number after registration.

As to matching information - at point of registration the automated check-in fact only had a match on your surname and date of birth between Simpelli and Dream Vegas. Your first name was simply your first name at Dream Vegas and was your first name plus middle name at Simpelli. This can be seen in the licensee's response to your SAR. And your address as provided during your registration at Dream Vegas was entirely different to that provided by your BankID beyond the city.

You are correct that you provided a matching email address and phone number AFTER registration. However the automated checks that are conducted to identify registrations are conducted at the point of registration, as such these pieces of matching information would not have been identified. And as previously discussed, this specifically is the aspect of your claim we are waiting on the regulator providing feedback on.

If you believe someone else - you've indicated siblings - are using your information without permission, you should investigate that fully but this is not a matter we can assist you with.

We will revert to you once we have received a response from the regulator and as such can take the next appropriate steps with your claim.

Thanks,

ThePOGG

hi sorry my brothers said they haven't made accounts under my name.  so I'm asking you to find out WHO CREATED THE ACCOUNTS AND BECAUSE I'M DOING A POLICE MATTER SO YOU HAVE TO BE COOPERATIVE AND GIVE ME THIS INFORMATION! the operator can see the ip addresses!!!!!! 
 because I really don't know which accounts you are talking about.

Secondly, you are completely wrong in your statement:

 1. Dreamvegas account information and simppeli account information differed by another name and addres.  But even this fact cannot be considered a valid reason because I updated my personal information for dreamvegas casino on 18.5.2019 (my second name) and applied for self-exclusion on 11.7.2019.  But since the operator didn't update my middle name, it's not my fault.
 2. When you register for a simppeli casino, registration takes place in the following way: you have to deposit x amount before you can even enter any of your personal information, this deposited amount acts as registration (picks up your personal information from the bank) as soon as the deposit has gone through, you have a game account open and you can enter your email address and phone number.  Before that, you won't be able to fill in any of your personal information (it's impossible in a play and pay casino), I immediately filled in the requested information.

 3. I have received information from dreamvegas casino and simppeli casino (documents on file) when a player requests self-closure from an existing game account, they will also close the player with the bank information he used to deposit.  I deposited at dreamvegas casino and simppeli casino using the same bank details.

 Now let's go back to the fact how the personal data of the dreamvegas account and the simppeli account differed significantly, as you claim at the time of registration:
 Name: same
 Other name: same (if dreamvegas had updated it at my request this is in black and white that I have given my full name)
 Date of birth: same
 Email: same (updated immediately for simppeli casino when it was  possible)
 Phone number: same (updated immediately for simppeli casino when it was possible)
 Country: Same
 Bank account: same
 Deposit method: same
 Ip: same

 NOW FOR THE MOST IMPORTANT FACT!  Simppeli casino's customer support has confirmed to me (i have proof in black and white) that when registering for Simppeli casino, you don't have to fill in a phone number or an e-mail, if you want you can do it for the purpose that they can contact you for marketing purposes.
 The simppeli casino support has confirmed to me that it is a play and pay casino, so YOUR OWN PERSONAL INFORMATION WILL NOT EVEN APPEAR ON THE CASINO'S WEBSITE WHEN YOU HAVE LOGGED IN.  So you can't even update/edit your own personal data.



 I don't understand what you are looking for, it seems that you are trying to find my mistake by searching and I am accused of actions that I have not done.  Should you also focus on the fact that the carrier's blocking system was flawed?  If the operator's blocking system failed to recognize me with the above-mentioned information, then it is indeed a case of something other than a correctly installed block.

 If you want, I can send you a video on how a simppeli casino registration works.  It might help you to understand the real fact that what you claim is incorrect information.

 I also kindly ask you to respond to the following:
 These are ALL the accounts I've had under the company white hat Gaming limited (you and the operator claim that I have other accounts that I've registered but this will become a police matter and your claim will fall when the police get involved)

 ALL these accounts were detected by the system during the login phase and prevented me from completing the registration.

 Power
 Name: [EDIT]
 Sign up: [EDIT]
 Email: not filled
 Phone number: not filled
 Date of birth: [EDIT]
 Country: [EDIT]
 Postal code: [EDIT]

 Reload
 Name: [EDIT]
 Sign up: [EDIT]
 Email: not filled
 Phone number: not filled
 Date of birth: [EDIT]
 Country: [EDIT]
 Postal code: [EDIT]

 RATE
 Name: [EDIT]
 Sign up: [EDIT]
 Email: not filled
 Phone number: not filled
 Date of birth: [EDIT]
 Country: [EDIT]
 Postal code: [EDIT]

 BARZ
 Name: [EDIT]
 Sign up: [EDIT]
 Email: not filled
 Phone number: not filled
 Date of birth: [EDIT]
 Country: [EDIT]
 Postal code: [EDIT]


 Now the most important question in all the above mentioned accounts where the system detected me was only the same name and date of birth.  It's strange how the system detected me so well with just my name and date of birth.

 Yes, all the above mentioned accounts had the same ADDRESS, but it is an address that white hat Gaming limited did not even know, an address that I had NEVER informed them.
 The address was: [EDIT].

 Now I come back to my question, which I asked from the beginning, do you still think that on 11.7.2019 the self-exclus block and not the cooling block was set for the account? Do you really think the operator's self-locking practice is sufficient?

I would like to ask you what information the operator's system must use to identify the excluded person?  please tell me answer my question. I don't want the answer "the data must be identical" I want a concrete answer which data white hat gaming/operator system needs MOST IMPORTANTLY to identify the excluded person.

Hi glory123,

To answer your various points:

- We cannot provide you with information of this nature. We do not hold it in our files. You can ask the operator to provide this information, contact your local governmental agency dealing with data access rights or the relevant police agency can contact the operator if they feel it is appropriate to do so.

- We understand your point about when you provided the additional information to Simpelli, which is why we have invested so much time seeking clarity from the regulator regarding whether the license would require additional checks to be conducted when you add or update profile information. 

- You are correct that the additional accounts were detected - they used the same BankID for registration, where issues had already been identified. This is to be expected.

- We cannot provide you with technical information regarding how the operator's systems function. 

With the greatest of respect, we understand your frustration, but further discussion on this matter is not advancing it any. We will revert to you once the regulator has provided the opinion we've requested. Until then you will simply have to be patient.

Thanks,

ThePOGG

hi thanks i understand  but is it really the case that it takes 3 month to get a statement from the regulatory authority regarding.
you told me 3 months ago that you were waiting for the regulator's statement. Of:
”whether automatic checks should be made for self-closing players if the player updates his personal information"
I'm confused, does it really take 3 months to get an answer to this?
with all due respect i would like to know what direction we are going in, are we about to finish this or are you still waiting for mga's answer or is it already in the works

Both the submitting complainant and Simppeli Casino have informed us that this issue has been resolved and the player has received their funds.

Hi,I excluded myself from dreamvegas casino on July 10,2019 due to a gambling problem. I had such a bad gambling problem that even those close to me intervened. On July 11,2019,Dreamvegas Casino placed a global lock on my account,which means that I was blocked from all casinos operated by White Hat Gaming at my request.
 
 Despite their blocking,I managed to open an account on October 3,2019 at Simppeli Casino and deposit a large amount within 3 days  without their intervention. I demand a deposit / withdrawal difference of 6000e back. 
 The simple casino has refused to pay for this they justify their decision that I circumvented the block by registering with different details (second name [EDIT]).
 My information has been exactly the same.
 Simppeli Casino is a Playn play casino,there is no need to register,the registration details are directly extracted from my bank details.
 Dreamvegas casino must be registered manually. dreamvegas casino only asks for your first name when registering. after that May 18,2019  i sent a picture of my passport to dreamvegas casino where all my personal information is. i also ran kyc successfully.
 
 I have not circumvented any restrictions as intended,I have entered all the information correctly that I was asked to register.  How can I even circumvent my personal information because the simppeli casino is a Play play casino and it collected my information directly from the banking service provider when I made my first deposit.  Dreamvegas registration was done manually I have done everything right to make sure I am that person and the account information matches me.  So this is a ridiculous argument from them.  How can they seriously say that I have circumvented my personal information when my personal information was automatically collected from the banking service and that the bank information cannot be falsified / circumvented / exchanged.  Also note that my simple account was also verified.
   this only clearly proves that no global embargo has been imposed.  Communication from one casino to another has not worked and this is how I managed to play.
 
 this personal information is personal,this same information as mine cannot be held by another person. This information was the same for both accounts
 
 first name the same
 last name the same
 date of birth the same
 e-mail the same
 phone number same
 another name the same
 (I have submitted and updated this information to dreamvegas casino picture of my passport has been submitted to dreamvegas casino)
 
 the address is different becouse i have moved as this is variable information and not personal information and should not be such a big weight of this as anyone can move into my old house and get my old address available.
 
 either they did not have the necessary tools in place to prevent the problem players and protect them.  or the block was not set correctly.
 
 my complaint concerns insufficient tools to protect the problem player.
 their system has clearly been deficient and inadequate to protect problem players.
 
 my complaint concerns the indifference to interference in responsible gaming,the deposit within 4 days 19016e.  I pointed to a clear gameplay character.  they should have intervened in themselves and shut me down.
 
 they not only made money for me,they took my mental health.  I am still in rehabilitation.  I hope that this case will be taken seriously.
 I have all the evidence from the doctor and psychologist about the gambling problem and what it led to in my case,I was close to suicide. 

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