Mobilebet Casino - The player's self exclusion failed.

Co-Gaming Limited | MGA/CRP/178/2009

has not excluded me from sister casino’s even though I reported them of my gambling problem.

I have contacted Suomikasino (which works under the same license as Mobilebet) on 17.8.2016 that I want to exclude myself from the casino as I have a gambling problem and that I play too much.

I have a proof of this (screenshots) from the recent chat with Suomikasino on 8.6.2022 where I asked why my account is not working and they replied me in Finnish:

"Pelitilisi on suljettu 17.08.2016, olet sanonut syyksi liiallisen pelaamisen." - which translates to

"Your game account has been closed on August 17, 2016, you said the reason was excessive gaming"

It is stated at the MGA:s license that:

"In the event that a player has been excluded by the B2C licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee."

However I have been able to gamble on Mobilebet even though I should’ve been excluded from all brands. I have used all the same information (email, name etc.) on both Suomikasino and Mobilebet.

I made a reclamation and requested a refund from Mobilebet but their response shows me they are avoiding to take repsonsibility over this issue.

They replied me in Finnish:

"Tutkittuamme perusteellisesti historiasi ja harkittuamme tapaustasi,

olemme tulleet siihen tulokseen, että kaikki tarvittavat toimenpiteet

on toteutettu, eikä tilisi hallinnassa ole havaittu puutteita.

Hyvityspyyntösi Mobilebetiltä hylätään."

Which translates to:

"After thoroughly examining your history and considering your case,After thoroughly examining your history and considering your case,

 we have come to the conclusion that all necessary measures

 has been implemented and no deficiencies have been detected in the management of your account.

 Your refund request from Mobilebet will be rejected.

we have come to the conclusion that all necessary measures

has been implemented and no deficiencies have been detected in the management of your account.

Your refund request from Mobilebet will be rejected."

I find the statement "we have come to the conclusion that all necessary measures has been implemented" very absurd. If they actually did all the necessary measures I would have not been able to gamble on Mobilebet after telling their sistercasino that I have a gambling probelm.

I have also asked from the casino my GDPR information and has not received any reply on that matter.

Thank you so much for helping!

Hello Pullamummo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mobilebet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise for what period did you initially self excluded yourself? How long have you been playing in Mobilebet casino before contacting them? Is your account currently still active? Can you please forward your first request to self exclude yourself to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi!

I have asked Mobilebet if they could send my GDPR information now several times and unfortunately have not received it from them. From the GDPR information I could check those things you asked.

It seems the exlusion was supposed to be permanent as Suomikasino is still closed and the reason for it was because I have a gambling problem. I have been able to gamble on Mobilebet eversince but it is now recently closed after I contacted them due my reclamation and refund request.

I will ask them my GDPR information once again as they have not sent them to me. I’m sure I can send you after that the original message where I asked them to exclude me.

For now the only evidence of the request is the recent chat between Suomikasino and I, where the customer service tells me:

"Tili on suljettu pyynnöstäsi vuonna 2016"

which translates to -

"Your account has been closed on your request at 2016"

Then I had to ask multiple times for the reason behind the exclusion and it seemed they tried to avoid answering the question. After demanding the answer they replied

"Pelitilisi on suljettu 17.08.2016. Olet sanonut syyksi liiallisen pelaamisen"

which translates to -

"Your game account has been closed on August 17th, 2016, you said the reason was excessive gaming"

Thank you so much!

Hi!

Just to add - from the GDPR information I will also check the date I registered to Mobilebet for you 😊

Hi!

I found picture of the chat between Mobilebet where it is confirmed that I opened my Mobilebet account on 2019-09-07.

Hi again!

I just contacted Suomikasino casino again and asked why they have not delivered my GDPR information in the time required by the law (within 30 days).

When I asked about the GDPR first time they told me they will send it within 30 days and everything was OK and now they are saying they have not send it because they forgot to ask me certification… So now unfortunately I have to wait again. I told them I need them immediately and don’t want to wait another 30 days but we will see.. I’m not very trusting on this casino that they will deliver the information.

I also have not received GDPR from Mobilebet, for some reason it seems it is really hard to get it from Co-Gaming Limited casinos… 😕

Hi!

Sorry to bomb this chat 😀

I contacted now also Mobilebet about the missing GDPR information and they told me the exact same thing as Suomikasinot, even though both casinos confirmed me when I first asked that everything’s OK and they will deliver the info within 30 days.

To be honest I find this super wierd - it seems they don’t want to take responsibility over customer rights at all.

Hello Pullamummo,

Can you please forward the initial confirmation of self exclusion from 2016? Do you still have it? If yes, please forward it to nikolas.b@casino.guru.

Also please forward your deposit history of Mobilebet Casino since the self exclusion was supposed to be working.

Hi!

Unfortunately I can’t send you those documents before Suomikasino and Mobilebet sends me my GDPR information where I can find those.

It seems they are unwilling to send those as it has already took more than regulated 30 days..

So for that request I’m kindly asking for more time.

Until that the proof I have is:

- the Screenshot of the recent chat with Suomikasino where they tell me I requested exclusion myself due gambling problems in 2016

-the Screenshot of the chat with Mobilebet where I ask networth of all my deposits and withdrawals after the 17.08.2016 so the net amount I have been able to play after I registered in 2019 to Mobilebet was 8961€

BR,

Marjo

Hello Pullamummo,

Can you please advise if your account in Mobilebet is still active or not? Do you recall if you registered in both casinos with the same details - account name, e-mail etc.

Hi!

No, it is not active anymore. They closed it when I made a reclamation and a refund request to them.

Yes, I have registered with the same information to both casinos!

BR,

Marjo K*****

I would like to ask Mobilebet Casino to join us and help us resolve the player's issue.

Yes please, thank you!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Extending the timer by 3 more days as we tried to contact the casino through a different way.

We are currently in touch with the casino but we haven't receive any specific details regarding the complaint.

The complaint will be now closed as unresolved as we did not receive any respond from the casino regarding the complaint.

The casino can reopen it anytime if they will provide relevant proof.