Advice needed

[Cooldude3349]

Hi everyone

New to this site

I need some advice after I signed upto a casino on the 29th August. Upon sign up I was asked to verify my account before I could deposit, fair enough. I provided my passport and bank statement as proof of ID and address. Shortly after these were submitted I received an email Welcoming to the casino and that my account was fully verified. I deposited £60 and was lucky to win £3000 so I withdrew. My withdrawal showed as pending, live chat advised my withdrawal would be processed after a 24 hour pending period. On the 30th August I received an email to inform me my account had been closed after I had excluded from a sister site and this casino operates under the same network. I was refunded my deposit of £60 and the casino have refused my withdrawal due to a breach of their terms . I wasn't to know this was a sister site to a casino I have previously excluded from. I sent all required verification documents to which they had verified. I played fairly and provided all that was requested. How do I get my winnings? I feel I have been treated unfairly

Any advice on what to do would be much apprecisted. I didnt mention the casino as dont want to breach any terms on this site.

 

[ESCJAMIE]

Hi everyone

New to this site

I need some advice after I signed upto a casino on the 29th August. Upon sign up I was asked to verify my account before I could deposit, fair enough. I provided my passport and bank statement as proof of ID and address. Shortly after these were submitted I received an email Welcoming to the casino and that my account was fully verified. I deposited £60 and was lucky to win £3000 so I withdrew. My withdrawal showed as pending, live chat advised my withdrawal would be processed after a 24 hour pending period. On the 30th August I received an email to inform me my account had been closed after I had excluded from a sister site and this casino operates under the same network. I was refunded my deposit of £60 and the casino have refused my withdrawal due to a breach of their terms . I wasn't to know this was a sister site to a casino I have previously excluded from. I sent all required verification documents to which they had verified. I played fairly and provided all that was requested. How do I get my winnings? I feel I have been treated unfairly

Any advice on what to do would be much apprecisted. I didnt mention the casino as dont want to breach any terms on this site.

speaking from experince cough paddypower cough betfair . If its there sister site then they are correct in closing your account down, as at the top its the same company who runs them both normally, Next time check if a casino has any sister sites speak to live chat/email to be on the safe side, No matter how legit you was and your ID ect you still broke one of there terms, They have done the right thing in closing your account.

Sorry its not what you want to hear

You can also name the casino if you want to nothing stopping you at this time

 

[Cooldude3349]

speaking from experince cough paddypower cough betfair . If its there sister site then they are correct in closing your account down, as at⁷ the top its the same company who runs them both normally, Next time check if a casino has any sister sites speak to live chat/email to be on the safe side, No matter how legit you was and your ID ect you still broke one of there terms, They have done the right thing in closing your account.

Sorry its not what you want to hear

You can also name the casino if you want to nothing stopping you at this time

Hi ESCJAMIE thanks for your reply much appreciated. The casino in question is legs11 part of the Leovegas network. I have seeked legal advice regarding this matter and have a solicitor looking over the case. Im hopeful he will be able to assist in this matter but I do appreciate your time you took to contact me with the above question.

 

[ESCJAMIE]

Hi

Your just going to end up losing thousands of pounds getting a solicitor involved its not going to get you anywhere. The casino is 100% right to have done what they have.

When you signed up you ticked a box saying your read the terms and conditions which states


14.10. Self-exclusion will be applied to all accounts you hold on sites operated by the Group and we encourage users to extend their self-exclusion to any gambling accounts you may hold with other operators. You may also wish to consider registering with

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to restrict your online gambling activities.

14.11. During the period of self-exclusion we will take all reasonable steps to prevent the opening of any new accounts on sites operated by the Group. However, having implemented all reasonable checks and safeguards to ensure that whilst you are self-excluded you cannot use or open an account we shall not be liable for any losses you or any third party may suffer if you circumvent our self-exclusion procedures and continue to use the Services during a period of self-exclusion or if you continue to gamble with any third party. You must inform us as soon as you become aware of any errors in respect your self-exclusion or of any player protection mechanisms we make available to you.


And why Yes you was able to open an account which if you entered all your details same as on the sister site, the system should of picked it up but it does state

"we shall not be liable for any losses you or any third party may suffer if you circumvent our self-exclusion procedures and continue to use the Services during a period of self-exclusion or if you continue to gamble with any third party"


Also @LeoVegas Rep @LeoVegas.Rep might be able to help you more


Next time its worth doing some checks at casinos if you have self excluded before