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Mr.Play Casino - Self exclusion confusion

RESOLVED
Complaint Info
Disputed casino Mr.Play Casino
Reason Other
Amount £ 1200
Posted on May 4, 2020

Hi I recently registered with mr play deposited, placed bets and made withdrawals - no Id verifications asked.
I've also tried to register with betregal who told me this was not possible due to a previous permanent self exclusion with karamba which also self excludeds me from all related brands.

Contacted mrplay who insisted I was only self excluded from karamba and not on a network level meaning I'd of been allowed to register due to that reason, but they would now set my self exclusion to a network level instead.

Since this I've now registered for prime slots with no problems to find out there also a related brand although 6 days ago I was told I was self excluded on a network level, I've informed prime slots and they cant see how its happened and this will be looked into but on a whole more needs to be done with there system to protect vulnerable gamblers who are self excluded

AskGamblers
Posted on May 4, 2020

Dear @Homeravfc,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on May 4, 2020

Roughly £1200 also I'd like to point out I'd also used betiton who are also a brand on this network who have now issued a refund due to my previous self exclusion but mr play are still not prepared to refund or respond

Posted on May 6, 2020

I've now had a response from the AspireGlobal network, although the response is someone I've previously spoke with on mr play chat leaving me further confused. Basically they are still taking no responsibility and sticking with I was only excluded from karamba, they have also added the refunded deposit money from sister site betiton was a kind gesture (although originally it was due to a self exclusion with karamba)

Posted on May 7, 2020

#update issue has now been resolved

AskGamblers
Posted on May 7, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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