Live Casino - SE Failure with casino under same licence

Dear AUSSIE201,
as we can see on the screenshots you provided, the self-exclusion period was set by the player for one year.
Self-exclusion for all the casinos under MGA license is set only forever and only when a player claims they have gambling problems. It means, if you set self-exclusion period for 1 year by yourself, it won't be set automatically on all other projects.

Please specify the email address that Self exclusion requests made by players are to be sent to. I went through the website, filled out the SE request however it never asked the reason for why I wanted to self exclude, so I emailed an hour later specifying my reason and to request I be blocked from all casinos under the N1 Interactive licence. This was not a reply to an unmonitored mailbox. This email was directly sent to suppor­­­­­t­@­­b­­­o­­­bc­­­­­as­­i­­­­no.com

As per bob casino live chat (screenshot attached) , they have specified that their support email address is the same as what I sent my email to.

What it appears to me is that my request was Mishandled by the team at bobcasino. I did what I should have done, I sent my request to the right support email address. Unless you can specify an alternative email address for the support team?

Please also see bobcasino responsible gaming policy in regards to requesting a SElf exclusion, I would like to draw your attention to the email address mentioned, same as what I sent my request to.

Also further note, I have a case with MasonSlots and N1 casino with this same issue but with their brand , and you both operate under N1 interactive MGA licence and they have agreed to refund based on the facts presented.

You operate with the same MGA licence as bobcasino, which is N1 interactive, therefore you are bound by the same requirements once a SE is requested from a player due to gambling problems as per MGA regulations that I have attached.

Main point is that I had requested a SE through the bobcasino website, no reason was asked when I performed the automated step As to why I wanted to SE, so I then , as per the responsible gambling terms with bobcasino , I outlined my reason by email to bobcasino support with the SE notice for reference and this was explicitly requested to apply to all other brands under N1 interactive licence.

My SE request was obviously mishandled by bobcasino, nevertheless I have provided all the facts in this case.

See screenshot with N1Casino Case

An update from a similar case with N1Casino, another brand operating under the same N1 Interactive MGA licence as Live.Casino, have agreed to refund my deposits.. that makes 2 casino brands (Mason Slots, N1Casino) that have agreed to refund for this exact same issue I have with Live.Casino... please do the right thing here

Dear AUSSIE201,
we understand your complaint, but unfortunately we cannot be responsible for another casino's actions taken or not.
We again would like to say that on Live Casino's side, we acted according to the license requirements. So all the procedure of closure was performed correctly on our side.
We recommend you to contact BobCasino for further explanations, please.
Thank you for your understanding!

You are directly responsible as you operate under the same N1 Interactive MGA licence, same as bobcasino. Your casino allowed me to open a casino account and deposit large sums whilst a SE was in place and I explicitly requested to apply this across the Whole N1 interactive casino network.

The breakdown of communication between bobcasino and yourselves, Live.Casino, is not my concern, I followed the guidance to exclude myself via the website and contacted bob casino suppor­t(s­upp­ort­@bo­bca­sin­o.com) to outline my gambling issue both by using the automated service AND emailing with my reason outlining my gambling problem AND requesting to be blocked from all casinos under the N1 interactive licence. If bobcasino support has mishandled my request that is out of my hands and completely out of my control as far I was aware my SE was supposed to be in place.

As per MGA regulation you are obliged to follow a players request to SE , especially when it’s been highlighted a gambling problem is present.

I think it’s absolutely crazy you have allowed this to happen Live.Casino, and the fact that MasonSlots and N1Casino, whom are both under the N1 interactive licence, same as Live.Casino, have recognised this major issue and agreed to refund.. what makes you different??

@Askgamblers team if you could step in here.

Dear AUSSIE201,
let us explain it one more time. What makes us different is that, first of all, we are not the same casino as N1 and MasonSlots. Second thing is that Live Casino acted strictly in accordance with the MGA requirements and none of these were breached. As a player, you were able to open an account at Live Casino while having an SE period for 1 year. Only if you have an SE forever with gambling problems, you will be blocked in all the other casinos under MGA license.
Thank you for your understanding!

Firstly , you are operating under N1 interactive MGA licence which EUSlots,N1Casino and MasonSlots also operate under, you all follow the same rules.

Secondly , as per mga regulation once it is evident that a player has requested a SE due to gambling problems it must carry over to all brands under same licence once explicitly requested by the player. Therefore deposits should never have been accepted by livecasino

Dear AUSSIE201,
We are not the same casino as N1 and MasonSlots, and if other casinos agreed for a refund, it doesn't mean that we shall do the same. Also, Live Casino acted according to the MGA requirements and none of these were breached. As a player, you were able to open an account at our casino while having an SE period for 1 year. Only if you have an SE forever with gambling problems, you will be blocked in all the other casinos under MGA license.
Thank you for your understanding!

You operate under the same N1 interactive licence granted by MGA as bobcasino, you are directly responsible for accepting deposits from a player that has self excluded due to gambling problems and specifically requested to be excluded across all properties because of a gambling problem. . You have Therefore directly breached the terms of your MGA licensing conditions by allowing and accepting deposits from me.

I will now contact MGA directly