Hi,
I was able to register and deposit on one casino operators casinos, and managed to lose a big amount of money on 2 of their casinos.
Both of them do have MGA License.
However, I found out that I actually had emailed (twice) both of them for self-exclusion and prevention of registration due to gambling addiction, before opening an account.
These e-mails had been send on 2020 and on 2023. I provided all the necessary information including my name, birthdate, email, and phone number.
I used the exact same information when registering on their casinos. The action was not taken to prevent me from registering and depositing.
As far as I understand, according to Player Protection Directive (Directive 2 of 2018) on the official Malta Gaming Authority website regulations, individuals who have requested self-exclusion should not be allowed to register or use the B2C licensee’s gaming service.
This includes situations where the individual has not previously registered as a player but has contacted the licensee asking for exclusion from future gaming activity.
Therefore, the casino should have prevented me from registering and depositing funds based on my prior self-exclusion request.
Can you see, that I could be eligible for a refund of my net losses and this could be worth of submitting a complaint on AG?
Should I make a complaint of both casinos, or can I make one complaint by casino operator name, including these two casinos?
I have asked from the casino support via e-mail, but they didn't respond to my request of refund - they only confirmed that my account is now permanently closed.
Currently waiting for their reply to my latest e-mail, I gave them 14 days time to give me a resolution before escalating.
From MGA regulations;
Any help is welcome, thank you very much for your time.