Hi vinylweatherman,
We operate a one account per member across all brands policy to protect our players under our UK license. We take responsible gaming very seriously and to ensure that all self-exclusions are effectively handled we only allow one account per member across all L & L Europe Ltd brands.
As for the other points you have raised, I am happy that I have responded appropriately to the initial comments with reasonable explanations.
Feedback is always welcome and taken into account, so we appreciate your comments and views on our practises.
Kind regards,
Ryan
This is what I meant about truth vs spin. It's not the UKGC that has imposed this rule on your licence, it's merely your particular policy with regard to how best to police the responsible gambling requirements. Most other groups do not need to resort to such a policy as, presumably, they have better systems in place that allows them to track an individual player across all their brands such that where they are deemed "out of control" with their gambling on one, they can be appropriately dealt with across all the brands.
The real problem with your policy from the players' point of view is that they are seeing the "shop window", the separate sites with their individual livery, they are not seeing the corporate picture that lies behind it all. When they are told only one account per person is allowed, they see that as one account per casino, the industry norm. They see no difference between having an account at, say, 32Red and All British or having an account at No Bonus casino and All British.
In order to properly comply with your policy, players would first have to understand the corporate structure behind the "shop windows", and this can be confusing because it's no good considering obvious things like software, they would have to know that all these different "shops" are all actually a single "store", that of L & L Europe.
It's a bit like expecting someone who has never before seen a One Stop local convenience store to realise it's actually a Tesco before entering the premises. If there was a rule that people could only shop in one of Tesco's brands, it would be catching people out all the time.
The problem with people constantly getting caught out is that it makes the brand look bad because they feel it's a deliberate trap that has been set to rip them off, rather like the now banned "all your money back in 5 years" offers that were being offered by electrical retailers and some double glazing companies, that were actually designed to fail for most customers due to having a difficult and exacting sequence of steps that had to be followed, and which were designed to be difficult in order to induce failure.
Ideally, you want a system that blocks people at the registration phase, not after they have played and won, only to be told that they have had their winnings voided for not understanding that both "shop fronts" were the same L & L "store", and that being British meant they would not be paid. I very much doubt people will understand that this is for THEIR protection under responsible gambling rules.
I have accounts at well over a dozen Casino Rewards casinos, they are UK licenced, and have to follow exactly the same responsible gambling rules as yourselves, but this is no problem for them, I can play in all these accounts and get paid if I win.
Sometimes though I have made a straight deposit there on a Friday, then Saturday there will be an offer of free spins on slot I haven't tried so have missed out (as the withdrawal will not get processed till the Monday) .... and will continue to do so I guess!
