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Hi dannduun - welcome to ThePOGG.com!

Did you specifically inform the operator of your gambling addiction? Or did you simply ask to close your account?

Thanks,

ThePOGG

Hi dannduun,

You already have a complaint file open about this issue. Please post any information relevant to this case here. 

Thanks,

ThePOGG

yes I did several times !! I have asked for my account to be closed due to gambling problems

Hi dannduun,

Do you have any record of these request?

Thanks,

ThePOGG

Hi dannduun,

Thanks for your email. The communication you sent through showing you informing the operator of a gambling addiction is dated the 24/3/2018. You also state in your complaint that your account was self-excluded on this date.

For the operator to be considered to have failed in this respect they would have needed to fail to act AFTER being told about your gambling problem. Did you tell them you were experiencing addiction issues before this point?

Thanks,

ThePOGG

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

Hi dannduun,

Do you have any record of this?

Thanks,

ThePOGG

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

Hello
I missed sending anything you asked after September 17th

I have sent proof to you that I have been in contact with these casino o confirmed several times that I have gambling problems o that all my accounts should be self-excluded !!! hrs

AccessDeniedAccess DeniedA39BA4F87054BCF8yO4YESh54IOKvY6OzbhUqqdf+HxXHSZBbsJPyAOyIAM3y8puz7m8dUiycyW7DARNQ9DUVysqAGg=

Hi dannduun,

I've reviewed the file that you emailed through.

Firstly, under the MGA license a self-exclusion at one property does NOT carry over to other properties on the license unless you explicitly request that happens. So your VoodooDreams.com exclusion would only carry over to the other properties on this license if you had asked for that to happen. 

Moving on, working by translating the emails you sent through, the operator explicitly states that you "closed" your account, not that you "self-excluded". A self-exclusion is a special type of account closure that is only put in place where a player indicates to operator that there is some addiction issues. Where a closure request does not give such indications it would not be treated as a self-exclusion.

This is why I've asked if you have any record of informing the operator of an addiction issue at the time of your account closure requests. Nothing in the information I've seen appears to include this. Do you have any record of having informed the operator of any addiction issues? If so, when did this happen?

Thanks,

ThePOGG

Yes i have wher kan i seendet give mi the imail adress and i Will send you that

Hi dannduun,

Thank you for your email, but you have not provided what I requested.

I was looking for a record of an interaction where you specifically requested one of your accounts be closed, informed the operator that you were closing your account due to gambling addiction and asked for the exclusion to extend to other properties on the license.

I can see that VoodooDream have confirmed your self-exclusion on the 23rd of March 2019, but as all the contested transactions are before this point this communication is insufficient.

Again, I need to emphasise that under the MGA license:

i) an account closure is only considered a self-exclusion if you inform the operator that you are experiencing addiction issues.

ii) self-exclusions only apply to the property you make the request at unless you explicitly request that other properties on the license are included in the exclusion.

If you have only asked to "close" your account, or you have not asked that your self-exclusion be extended across the license, you would not have a claim here.

Do you have a record of the communications where you asked to close your account and informed the operator that you were closing your account due to addiction?

Thanks,

ThePOGG

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

Hi dannduun,

Thank you for you email. However we have the same problem again. Your request to self-exclude was made on the 24th of March. None of the transactions you have highlighted after this point are to this group. 'WHG' are a different group - either White Hat Gaming or William Hill Gaming. An exclusion at Voodoo Dreams or other properties on this license would not carry over to WHG.

ThePOGG

This player is confused regarding which transactions they made went to Voodoo Dreams or other properties on this license.

Hi,
 
 I have requested to be suspended and self-excluded on their sites, which requires me to be self-excluded on their license. They claim that I have not given them enough information to be turned off but nevertheless they did so which I can confirm on 2018-03-24. This means that, despite my desire to turn me off from their sites, I could continue to play on their license because of my addiction to gambling. I lost a lot of money during that time.
 
 I have repeatedly shown that they deny themselves and that they say that they have not done anything wrong. The biggest mistake is that they have not suspended me from their license from the beginning, despite my request for help to suspend me from their account. This should also mean that they turn me off from their license. Of course, I will try to find all possible ways to keep playing. This is because it is a disease that I suffer from. Not turning me off is like continuing to try and sell me drugs that makes me addicted.
 
 Message to SuprPlay Limited:
 
 With regards to GDPR, I want you to send ALL my information you have on me to me. I want everything, from your company and your subsidiaries. When you have obtained that information, you will also see that you have made a big mistake. I feel that you do not take into account the information you have and the legal rules that exist. That is why I want to know everything you have on me to be able to move forward with this. I also want to have all the history of the transactions that exist through my playing on your sites.

Voodoo Dreams - Refund

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