The player from Luxembourg had questioned whether the MGA casino was obligated to follow the MGA Responsible Gaming Code and the possible repercussions if it didn't. They were also contemplating about asking for a refund of deposits made. The player had not self-excluded from the casino, but cited several other factors from the MGA code that they believed the casino had not adhered to. After reviewing the player's concerns, we advised them to contact the MGA directly as they were the licensing authority. The player reported that they had already contacted MGA, but received no response. As the player did not have an active self-exclusion with any MGA-licensed casino, we were unable to assist further, leading to the complaint being declined.
Unibet Casino - Player queries compliance of MGA casino with responsible gaming code.
Amount: €7,500
Unibet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I would like to know if an MGA casino is obligated to follow the rules of the MGA Responsible Gaming Code and what happens if it does not comply, can I ask for a refund of the deposits made?
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9 months ago
Dear d150379,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
Dear
Thanks for the reply.
The new MGA code of responsibility does not only have self-exclusion as a parameter to be respected in the aforementioned code (it would not work with a customer suffering from gambling addiction, this is clear) but other parameters to which the casino must pay attention when carrying out its activity entrepreneurial. Furthermore, it must have specially trained observer employees to recognize a problem gambler suffering from impulse control disorder and gambling addiction 7/7 24 hours a day. It's too easy to limit everything to self-exclusion.
Here is a summary from the MGA code:
The minimum criteria that operators must consider when determining the existence of gambling-related harm include:
- The amount and frequency of deposits and/or bets
- Using multiple payment methods
- The reversal of pending levies
- Communication-based indicators such as increased player complaints and bonus requests
- Use of responsible gaming tools
- The above are the minimum factors required to be considered when determining the existence of problem gambling, however licensees are encouraged to use mechanisms which take into account other factors, such as:
- The number of rejected or failed deposits
- Late night gaming and any increase in late night gaming
- Players get older
- Average daily bet
- Reinvesting "big wins"
- Proximity of deposit attempts to payment day
- Increased number/variety of games played
- Number of deposits during gaming sessions
- The customer only uses "no deposit bonuses" for the game
Here is the complete code: https://www.mga.org.mt/licensee-hub/compliance/player-protection/
Here is a case of refund of deposits by the UK gambling commission to a player for £130,000 where self-exclusion had not been activated but other parameters were taken into consideration as the reason for the refund. https://www.mirror.co.uk/news/uk-news/bookies-pay-100000-gambler-failed-20814965
Here are the fines imposed on UNIBET for failing to comply with the social responsibility code many times in the past: https://www.standard.co.uk/business/32red-unibet-kindred-gambling-fines-b1069464.html
What do you say, do you always think that self-exclusion is the only parameter to take into consideration in these cases? The judges don't think so and neither do the UK gambling commissions. Who wrote to MGA to create an ethical code for online gaming if no one respects it and everyone clings to self-exclusion, leaving all the responsibility for the problem in the hands of the gambling addict?
I'd like to know what you think about this
Thank you
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9 months ago
Translation
As anticipated MGA code of social responsibility and consumer protection
Operators must ensure that employees dealing with responsible gaming issues or general interactions with players are regularly and adequately trained in responsible gaming procedures. Employees must be trained to pay attention to any player who shows signs or indications of gambling-related harm.
Self-exclusion is only one parameter out of 15 to check.
https://www.mga.org.mt/licensee-hub/compliance/player-protection/
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9 months ago
Hi d150379,
If you believe that you are entitled to a refund based on the new MGA rules, please reach out directly to the casino Licensing Authority. However, if you have any supporting evidence that you have previously contacted this casino requesting self-exclusion or have had any active self-exclusion from a sister casino due to gambling problems, please forward it to petronela.k@casino.guru.
Looking forward to hearing from you.
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9 months ago
Translation
Hi, I've already contacted MGA, no one is responding, I don't have self-exclusion, I'm not a regular visitor to online casinos.
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8 months ago
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Hi Guru, what happened to you? are you still looking into my case? come on
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8 months ago
Hi d150379,
I'm uncertain about what steps you expect us to take next. Since you don't have an active self-exclusion with any MGA-licensed casino, we're unable to assist you further. If you believe you're eligible for a refund, please direct your inquiries to the MGA directly as they're responsible for ensuring their providers adhere to all relevant regulations.
I regret that I can't offer more assistance in resolving this matter. Although we couldn't address your concerns, please feel free to reach out if you encounter any issues with another casino in the future. Due to the reasons mentioned above, I must decline this complaint. Thank you for your understanding.
