AG Communications

[AR1886]

Hi there, I think my first thread relating to this was far too complicated and wordy. Recently I've had further information relating to the case too.

Like in the original thread and also in my replies to other topics on the forums I'll explain that I'm registered on GamStop, have changed my bank account to Monzo who block gambling transactions and also attend regular GA meetings. I accept I'm not excluded from blame in this situation, but certainly believe there has been breaches by especially Karamba in this case.

I excluded from BetRegal in October 2018 due to suffering from a gambing addiction and this was implemented across their network. Unfortunately I relapsed at the end of May and signed up for Karamba, there was no checks conducted and I was able to make deposits despite having excluded across the AG Commuincations network. This account was registered on the exact same details as on my BetRegal account.

When contacting Karamba they have constantly avoided replying to the issue, their latest is they need screenshots (they won't tell me of what) and their live chat are saying the matter is closed and they have no further comment. It seems like they are just hoping by ignoring this it'll go away?

I've contacted the Gambling Commission and raised a case with Resolver with all of my evidence, yet Karamba seem to be avoiding any sort of reply to the case on Resolver, I'm not sure if this is to avoid going on the record with such a dismissive response to exclusion policies, but I'm now at a loss as to my next steps.

Cheers

 

[Nicola]

I will have to double check with a colleague on the exact date, but BetRegal used to operate under a licence with EveryMatrix. It's entirely possible you excluded under that licence which will have not forwarded on to AG when they switched.

However, if you are also on GAMSTOP then this should not have occurred.

 

[colinsunderland]

I always thought SE lists had to be transferred if a casino changed to a new license?

 

[AR1886]

I signed up for GamStop after deposits to Karamba. So it would be dependent on it being the case that it had been transferred/on the same licence.

 

[Nicola]

I always thought SE lists had to be transferred if a casino changed to a new license?

EveryMatrix self-exclusion database is in-house so I don't think any third party would have access to it. I remember the same problem when PlayCosmo changed licence, self-excluded players got a e-mail inviting them to join under the new brand. 21bet did the same thing too a few months back.

 

[AR1886]

They seem to believe they aren't obliged to discuss the matter, it's almost like an ignore and they'll eventually go away tactic.

 

[EkJR]

Have you exhausted the complaints process? Because if you haven't then the UKGC won't answer or if they do will ask you to do so. Go to the t&cs and check to make sure you have.

Lay out the facts as it will go to their management eventually and they can sometimes decide on the best course of events.

 

[AR1886]

Karamba advised I their regulator was IBAS, so I followed that process and raised with Resolver - I think I'm right in saying they have two months before it's escalated?

The thing that's really getting to me is the vague and irrelevant emails they are sending me personally, but they don't reply to anything on the Resolver case where it's all recorded. I'm constantly uploading screenshots of emails to the case should it go as far as being escalated.

 

[EkJR]

Karamba advised I their regulator was IBAS, so I followed that process and raised with Resolver - I think I'm right in saying they have two months before it's escalated?

The thing that's really getting to me is the vague and irrelevant emails they are sending me personally, but they don't reply to anything on the Resolver case where it's all recorded. I'm constantly uploading screenshots of emails to the case should it go as far as being escalated.

IBAS can't and won't help you. They won't deal with SE cases. So you have fully gone through the complaints procedure on Karamba?

 

[AR1886]

Yeah that's right, I've just traced the process and the Resolver case was through the GC.

Though on Resolver it does say it can be escalated in 60 days to IBAS - I'm sorry for the confusing replies here.

 

[EkJR]

Yeah that's right, I've just traced the process and the Resolver case was through the GC.

Though on Resolver it does say it can be escalated in 60 days to IBAS - I'm sorry for the confusing replies here.

Ok. See what happens but normally they will wait for any regulatory action by the UKGC before they can make a judgement. If you can find precedent then your case should be good. Plenty SE threads on here!!

 

[AR1886]

I'll get reading! Thanks for your help.

 

[AR1886]

Is it the case that an ADR is the next step after complaining the the company?

I can’t see how to go directly to the UKGC.

 

[EkJR]

Is it the case that an ADR is the next step after complaining the the company?

I can’t see how to go directly to the UKGC.

Because they consider it a regulatory decision for SE. If you have precedent you can potentially approach an ADR but there are no guarantees they will look at it.

 

[AR1886]

Ah ok I understand, trawling through a number of threads. Can see cases with Every Matrix, but struggling to see anything but stories of Karamba and AG Communications just not cooperating.

I tried the live chat to establish what the decision was they have told me they reached earlier, their response is 'they'll be making no further comment' and then the adviser on the chat continued to copy and paste this message around 20 times.

It was like a sitcom - not a very funny one!

 

[EkJR]

Ah ok I understand, trawling through a number of threads. Can see cases with Every Matrix, but struggling to see anything but stories of Karamba and AG Communications just not cooperating.

I tried the live chat to establish what the decision was they have told me they reached earlier, their response is 'they'll be making no further comment' and then the adviser on the chat continued to copy and paste this message around 20 times.

It was like a sitcom - not a very funny one!

Have you emailed care@Karamba.com with the complaint?[/QUOTE]

 

[EkJR]

Sent you a PM

 

[AR1886]

I've dropped you a message back, that's the email address I've been using. There's sometimes replies from support@t.karamba.com too.