Self-exclusion/prevention of playing set up before registration

[Jeremy9]

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;

Quote

12. (1) B2C licensees shall ensure that individuals not previously registered as players, but who 
have contacted the B2C licensee requesting to be excluded from any future gaming 
activity, are not allowed to make use of the B2C licensee’s gaming service, unless and 
until the B2C licensee has received a notice in written or electronic format from the same 
individual asking for their previous request to be ignored. 
 Provided that, where the B2C licensee operates multiple brands which require 
separate player registration, the B2C licensee shall ask the individual whether the request 
to be excluded from any future gaming activity is to be extended to all of the B2C 
licensee’s brands. For the avoidance of doubt, in the absence of separate player 
registration, the exclusion from any future gaming activity shall be extended to all of the 
B2C licensee’s brands.

Any help is welcome, thank you very much for your time.

[cocopop3011]

5 hours ago, Jeremy9 said:

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.

Did you ask for a permanent self-exclusion with these brands back in 2020 or was it for a set period of time?

Can you also tell us which two casinos please and how much your total deposits have been?

[Jeremy9]

15 hours ago, cocopop3011 said:

Did you ask for a permanent self-exclusion with these brands back in 2020 or was it for a set period of time?

Can you also tell us which two casinos please and how much your total deposits have been?

I have asked for a permanent self-exclusion, and if account was not found, to prevent me for registering due to gambling addiction.
I also asked the ban to apply any other sister casinos of the operator (however, I have sent the e-mail to all of the operators casinos separately also).

One of the casinos replied to me that they are currently waiting for a confirmation on refund by the relevant department, the other one hasn't yet answered. 
Since I got in touch with them, I'm trying to resolve this with the casinos first, so I'll refrain from giving the names of the casinos for now.

[Jeremy9]

They have now denied my request on refund, so I am about to leave a complaint here. Summary below.

The casino denied my refund request related to my 2020 account closure.
They stated that my self-exclusion request in 2020 wasn't verifiable due to a lack of identification and no existing account. They didn't state my e-mail sent in 2023 at all.
They also told that since customers in my country use BankID, they couldn't apply the exclusion. 
However I still had to provide the exact same details in registration process after logging in with BankID, that I have asked to exclude and prevent from registering (full name, e-mail, phone).

As I see, this is a violation of MGA's responsible gaming policy.

Do I need specific history of my deposits, or is approximate amount OK seen from my bank account?
I deposited with trustly, so unfortunately in my bank account it doesn't show any information on which casino I have deposited.
I have had multiple deposits between these two casinos that day.  If this is important information, I'll ask my deposit and withdrawal history from the casino support via e-mail.

[cocopop3011]

On 8/6/2024 at 2:29 PM, Jeremy9 said:

They have now denied my request on refund, so I am about to leave a complaint here. Summary below.

The casino denied my refund request related to my 2020 account closure.
They stated that my self-exclusion request in 2020 wasn't verifiable due to a lack of identification and no existing account. They didn't state my e-mail sent in 2023 at all.
They also told that since customers in my country use BankID, they couldn't apply the exclusion. 
However I still had to provide the exact same details in registration process after logging in with BankID, that I have asked to exclude and prevent from registering (full name, e-mail, phone).

As I see, this is a violation of MGA's responsible gaming policy.

Do I need specific history of my deposits, or is approximate amount OK seen from my bank account?
I deposited with trustly, so unfortunately in my bank account it doesn't show any information on which casino I have deposited.
I have had multiple deposits between these two casinos that day.  If this is important information, I'll ask my deposit and withdrawal history from the casino support via e-mail.

Yes you can open a complaint, please include as much information as possible and approximates will be fine, please just make sure to specify this in the complaint. If you need help just let me know.

[Linvi]

Hi I have a similar problem. Did you resolve yours? Did you get a refund?