Complaint #1
MoboCasino
Confiscated Funds and Account Closed
8 years ago
MoboCasino confiscated £1,100 from me and closed my account on the grounds I had a sister account in a 6 week cool off (not self excluded) despite:
1) My account was opened, documents uploaded and account verified prior to depositing, winning and making a withdrawal request.
2) I checked with their online chat that my account was fine and no problems and twice they confirmed all was ok, once when I even highlighted the fact that a sister account was in cool off, just to be sure before continuing to play.
3) The group accepted approx. 20 deposits from me over a three month period (October, November, December 2017) and during the time an account was in cool off, thus still reassuring me my accounts were ok to be open.
4) The group (Viral Interactive) reopened my account at LuckyCasino following a cool off, allowed me to deposit and then immediately closed my account and confiscated winnings. This is relevent as my win at MoboCasino was on the same day they reopened my LuckyCasino account. I still had a cool off at OneBet (sister casino), although that has now lapsed and account open.
5) My account at FansBet (another sister casino) has remained open throughout the above, presumably because I never made a withdrawal request.
6) They only refunded deposits which resulted in a withdrawal.
7) The text on their Responsible Gaming page is not relevant for the UK market, except for one line saying that for UK players, the minimum term for self exclusion is 6 months. Upon making a withdrawal, they are treating me as though I had excluded from all their sites, which is not applicable per their terms.
I have numerous contradictory chat transcripts and e-mails which appear to highlight they are not familiar with UKGC rules and terms of their licence. If they wish to treat me as excluded in order to confiscate winnings, they are in serious breach of rules contained within 3.4.3 and 3.4.4.
Original copies of e-mails and chat transcripts can be provided if required, but I attach screenshots to confirm.
1) My account was opened, documents uploaded and account verified prior to depositing, winning and making a withdrawal request.
2) I checked with their online chat that my account was fine and no problems and twice they confirmed all was ok, once when I even highlighted the fact that a sister account was in cool off, just to be sure before continuing to play.
3) The group accepted approx. 20 deposits from me over a three month period (October, November, December 2017) and during the time an account was in cool off, thus still reassuring me my accounts were ok to be open.
4) The group (Viral Interactive) reopened my account at LuckyCasino following a cool off, allowed me to deposit and then immediately closed my account and confiscated winnings. This is relevent as my win at MoboCasino was on the same day they reopened my LuckyCasino account. I still had a cool off at OneBet (sister casino), although that has now lapsed and account open.
5) My account at FansBet (another sister casino) has remained open throughout the above, presumably because I never made a withdrawal request.
6) They only refunded deposits which resulted in a withdrawal.
7) The text on their Responsible Gaming page is not relevant for the UK market, except for one line saying that for UK players, the minimum term for self exclusion is 6 months. Upon making a withdrawal, they are treating me as though I had excluded from all their sites, which is not applicable per their terms.
I have numerous contradictory chat transcripts and e-mails which appear to highlight they are not familiar with UKGC rules and terms of their licence. If they wish to treat me as excluded in order to confiscate winnings, they are in serious breach of rules contained within 3.4.3 and 3.4.4.
Original copies of e-mails and chat transcripts can be provided if required, but I attach screenshots to confirm.
Even your chat team accepted I was not self excluded, per this message;
In anticipation that Mobocasino will use their terms 6.4.6 and 6.4.8 from their T&C's to justify their confiscation of funds, per their final response from their legal department to my complaint, I would respond as follows:
'6.4.6 If Your Account is regulated by the Company's UK online gambling license, you may request a time out from gambling, which is a self-exclusion request for a period of between 1 to 45 days, by contacting our customer support.'
- No, per UKGC rules for your licence, a self exclusion is for a minimum term of 6 months (which you acknowledge elsewhere on your website). A cool off/time out period is a responsible gaming tool available to players, which is similar to setting a deposit limit (which coincidentally is not extended to other sites within the group). For the record, I did not contact your customer support to enable any kind of cool off/time out.
'6.4.8 In requesting self-exclusion, you agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and the Software can be restricted. If You do choose to self-exclude, we will use all reasonable endeavors to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, you accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, the Operator has no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. Any self-exclusion, time out or any similar action will be valid across all Websites operated by the Company.'
- Quite simply, I did not self exclude and you are wrong to quote this. Also, per your UKGC licence, it is also the operators responsibility to stop self excluded players from creating more accounts, per rules 3.5.3 and 3.5.4.
Please also refer to your rule:
6.4.4 If your Account is regulated by the Company's UK online gambling license, you can self-exclude for a minimum period of between six months to 12 months
- Please note that on the whole this is correct (most operators say 6 months to 5 years). Please also note that it doesn't say self exclusion is from 1 day to 12 months, as your rule 6.4.6 would suggest!
'6.4.6 If Your Account is regulated by the Company's UK online gambling license, you may request a time out from gambling, which is a self-exclusion request for a period of between 1 to 45 days, by contacting our customer support.'
- No, per UKGC rules for your licence, a self exclusion is for a minimum term of 6 months (which you acknowledge elsewhere on your website). A cool off/time out period is a responsible gaming tool available to players, which is similar to setting a deposit limit (which coincidentally is not extended to other sites within the group). For the record, I did not contact your customer support to enable any kind of cool off/time out.
'6.4.8 In requesting self-exclusion, you agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and the Software can be restricted. If You do choose to self-exclude, we will use all reasonable endeavors to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, you accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, the Operator has no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. Any self-exclusion, time out or any similar action will be valid across all Websites operated by the Company.'
- Quite simply, I did not self exclude and you are wrong to quote this. Also, per your UKGC licence, it is also the operators responsibility to stop self excluded players from creating more accounts, per rules 3.5.3 and 3.5.4.
Please also refer to your rule:
6.4.4 If your Account is regulated by the Company's UK online gambling license, you can self-exclude for a minimum period of between six months to 12 months
- Please note that on the whole this is correct (most operators say 6 months to 5 years). Please also note that it doesn't say self exclusion is from 1 day to 12 months, as your rule 6.4.6 would suggest!
MoboCasino Complaint Stats
Resolved
0 / 1
Avg. Amount
$1,492
Avg. Complaint Duration
8 days
Avg. Response Time
4 days
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