I have a question I would like some advice on please if possible.
So to cut a long story short, I was able to gamble at a casino under the same group as another even though I was self-excluded. I have read the terms and conditions which say...
29 RESPONSIBLE GAMING AND GAMBLING
Self-exclusion (GB players) Should you need to take a break from gambling with this Website and all other skins and Websites operated by the licence holder, MT SecureTrade Limited and Betit Operations Limited, we provide a self-exclusion facility which can be activated by the customer within the limits section or by contacting support. Self-exclusion means that your account will remain closed for a minimum period (this minimum period is 6 months and the account will not be reactivated under any circumstances during the exclusion period). Upon the end of your Self Exclusion your account will remain closed until you make contact with Customer Services to have your account reactivated. This can be done in the form of an e-mail or a request through our Live Chat system. This is the major difference to a standard account closure request; time out. Once you have self-excluded on the brand you are currently a member of, all Your accounts operated by both MT SecureTrade Limited and Betit Operations Limited will be closed for the self-exclusion period selected. This is in accordance with our obligations under Social Responsibility Codes
Honest details were provided at both casinos along with the same name, address, date of birth, email address etc so fundamentally no argument can be made that it was not myself. The casino that allowed me to gamble even though I was self-excluded from another MT Secure Trade Limited casino have since closed my account and failed to reply to 6 of my emails. I have submitted a complaint to ask gamblers along with proof from the original casino in which I was self-excluded from. Ultimately yes I should not of gambled and I will admit I do have a problem, however the casino I believe knew full well this was the case and took advantage of me even though they were in breach of their terms and conditions.
I am currently trying to contest this because it is a breach of their terms and conditions under their Social Responsibility Code, however at the moment they are not even replying to any of my emails at all. Where do I go from here?
So to cut a long story short, I was able to gamble at a casino under the same group as another even though I was self-excluded. I have read the terms and conditions which say...
29 RESPONSIBLE GAMING AND GAMBLING
Self-exclusion (GB players) Should you need to take a break from gambling with this Website and all other skins and Websites operated by the licence holder, MT SecureTrade Limited and Betit Operations Limited, we provide a self-exclusion facility which can be activated by the customer within the limits section or by contacting support. Self-exclusion means that your account will remain closed for a minimum period (this minimum period is 6 months and the account will not be reactivated under any circumstances during the exclusion period). Upon the end of your Self Exclusion your account will remain closed until you make contact with Customer Services to have your account reactivated. This can be done in the form of an e-mail or a request through our Live Chat system. This is the major difference to a standard account closure request; time out. Once you have self-excluded on the brand you are currently a member of, all Your accounts operated by both MT SecureTrade Limited and Betit Operations Limited will be closed for the self-exclusion period selected. This is in accordance with our obligations under Social Responsibility Codes
Honest details were provided at both casinos along with the same name, address, date of birth, email address etc so fundamentally no argument can be made that it was not myself. The casino that allowed me to gamble even though I was self-excluded from another MT Secure Trade Limited casino have since closed my account and failed to reply to 6 of my emails. I have submitted a complaint to ask gamblers along with proof from the original casino in which I was self-excluded from. Ultimately yes I should not of gambled and I will admit I do have a problem, however the casino I believe knew full well this was the case and took advantage of me even though they were in breach of their terms and conditions.
I am currently trying to contest this because it is a breach of their terms and conditions under their Social Responsibility Code, however at the moment they are not even replying to any of my emails at all. Where do I go from here?