Begging to be excluded

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
So I had a relapse and gambled last night at lucky casino... I deposited £200 and managed to win £2800.
I took a 24hr timeout but then thought hold on woman you need to exclude so I contacted chat who I had to beg for them to exclude me. They kept saying you have to do it you have to do it, I explained that I didn’t want to risk gambling and so I pleaded with them to close it. Eventually they closed it. My issue is I had to state their term/conditions and also threaten to put in a complaint... then I asked when will my withdrawal be processed and was given some vague answer I’m wondering if they will pay me as the chat bloke start to get sarcastic with me!
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
So I had a relapse and gambled last night at lucky casino... I deposited £200 and managed to win £2800.
I took a 24hr timeout but then thought hold on woman you need to exclude so I contacted chat who I had to beg for them to exclude me. They kept saying you have to do it you have to do it, I explained that I didn’t want to risk gambling and so I pleaded with them to close it. Eventually they closed it. My issue is I had to state their term/conditions and also threaten to put in a complaint... then I asked when will my withdrawal be processed and was given some vague answer I’m wondering if they will pay me as the chat bloke start to get sarcastic with me! Just pray gamban goes live his week as promised so I can stop myself getting in this mess again. I have a copy of the chat!
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
It’s luckycasino!
This is my chat





Patrik Sat, 04/21/18 01:16:33 pm Europe/London

Hello Leigh hayes. Thank you for contacting LuckyCasino, how can I help?




Leigh hayes 01:17:15 pm

Hi I’ve sent some emails because I have a gambling problem and want to self exclude. I have taken a day time out
I have withdrawan funds when will they be processed also?




Patrik 01:18:46 pm

Thanks
You have made your deposits with your credit card and are trying to withdraw to another method, i believe this is why your withdraw where cancelled. 01:19:49 pm




Leigh hayes 01:20:15 pm

No I asked to withdraw to the same card!
There is only one card.




Patrik 01:21:23 pm

I see, one moment




Leigh hayes 01:23:40 pm

I’m a gambling addict so I need to close the account permanently. But obviously I withdrew first! I have sent 3 emails asking for the account to be closed.
I took screenshots so I now it was to my card. 01:24:36 pm
Know




Patrik 01:25:23 pm

You will have to close your account yourself sir
We do not close accounts, users do that themself now




Leigh hayes 01:25:57 pm

What about the withdrawal?
In your terms it says support can close your account 01:26:29 pm




Patrik 01:26:59 pm

We can do it if the user is unable to do it them self but we are asked here to let the users do it.
I do not see any reason why your withdraw should not go thru :) 01:27:17 pm




Leigh hayes 01:27:27 pm

Unlock my account then and I’ll do it now please
I don’t want to wait I’m worried I’ll gamble again
Also will I get the withdrawal in one payment? 01:28:07 pm
Also you said my withdrawal was cancelled.




Patrik 01:29:04 pm

The first try out of 4 was cancelled this morning




Leigh hayes 01:30:24 pm

Ok. Cool. So can you unlock my account so I can self exclude. I don’t want to wait in case I gamble. Really you should do it for me. The gambling commission rules say you should. Please can you do it.
Also last question when will my withdrawal be processed?
Will it be one payment? 01:31:09 pm




Patrik 01:31:50 pm

I am not sure if it will be one payment
I do not think so as you made several deposits 01:32:01 pm




Leigh hayes 01:32:29 pm

Ok so can you unlock the account so I can exclude myself?




Patrik 01:32:42 pm

One moment please




Leigh hayes 01:39:15 pm

You still there??




Patrik 01:40:29 pm

I am, i will have to sent this forward and we will get back to you as soon as we got an update regarding your withdraws and when we have self excluded you as requested




Leigh hayes 01:41:00 pm

Ok so I’ll get an email reply?
Today please because I only timed out for 1 day.




Patrik 01:42:24 pm

Yes you will get an email, sorry i can not promise it will be today, we will work as fast s we can.




Leigh hayes 01:43:41 pm

This is not sticking to your responsible gambling terms and conditions. I will be making a complaint if you don’t close my account as I’m an addict and don’t want to gamble anymore. Please help me.




Patrik 01:43:59 pm

Can you please tell me where it is not sticking to them?




Leigh hayes 01:44:32 pm

You are supposed to clos my account if I have a gambling problem and I’m having to beg you.
Please talk to a manager and get this sorted I’m very worried I’ll gamble when the 24 hours are up. 01:45:06 pm
I will wait for the email. 01:46:44 pm




Patrik 01:46:54 pm

You just said it was closed already and that i should open it again?
and you also said you wanted yyour withdraw sorted first? 01:47:08 pm




Leigh hayes 01:47:57 pm

No I said that I took a time out but asked for my withdrawal first. You said I can’t close it so I said unlock it so I s lad exclude today!




Patrik 01:49:16 pm

i see,




Leigh hayes 01:50:35 pm

i Just want my winnings and to close my account please. If you can’t exclude my account can you extend my time out?




Patrik 01:52:14 pm

I will do everything you have asked for sir :)




Leigh hayes 01:52:33 pm

Ok thanks... by the way I’m a woman!




Patrik 01:52:44 pm

As i am not able to magically make your withdraw go thru i will start with to close your account :)
Sorry its a habit miss




Leigh hayes 01:52:58 pm

I hope to hear today.
Fine thanks for your help. I will wait for an email. 01:53:37 pm




Patrik 01:53:53 pm

Sorry i am not able to make a cool off as that is something you will have to do fro your side.




Leigh hayes 01:54:22 pm

Ok. Bye



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dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
You should always make sure - should ever you gamble again, though I hope youre able to control/beat your addiction - to do your due diligence with casinos, and try to stick with only ones found here in the accredited list.
A quick search would pull up this:
Luckycasino big wr, and only 50% counts!
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
So I read what you posted about the casino,however I had no bonus funds so with luck I should get it all:eek2: has made me worried they may not pay me though!
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
If there's a payment issues down the road, bearing in mind it is the weekend and this was only last night, look into the PAB process here in CM, found at the top of your screen, or here -
Casinomeister's Player Arbitration Service FAQ - Casinomeister
Good luck, hope you get paid - and good luck staying strong and away from casinos :)
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
I did a trail for gamban so I will be one of the first to join the website this week... they will interview me again so I won’t be able to thank god!
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
The problem with this case is that now you've told them you're an addict they may use that as an excuse to refund deposits and nullify your bets.

They better not because I have proof that I had to beg them to close the account also I asked for the withdrawal before I told them. They have a uk licence now so hopefully they will not mess me around. It says in their terms that should you self exclude they will pay any funds in the account before it’s closed. There is nothing in their terms and conditions about nullify my bets.
 

mcgameboy

NEVER GO FULL WOKETARD
CAG
mm2
Joined
Sep 8, 2013
Location
Belfast
I have one question. If you really are that concerned about your addiction, then what the hell were you thinking when you chose to set your cool off period to one day? Really? That is NOT the actions of someone with genuine concerns that they may play all their winnings back. You should have set your cool off period to a minimum of one week.

I am concerned that a ratty odour is wafting in the air.
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
I have one question. If you really are that concerned about your addiction, then what the hell were you thinking when you chose to set your cool off period to one day? Really? That is NOT the actions of someone with genuine concerns that they may play all their winnings back. You should have set your cool off period to a minimum of one week.

I am concerned that a ratty odour is wafting in the air.

Really that ratty odour may just be around you... I gambled from 1am until 8am today... I have had a problem for almost 25 years... I thought I’d excluded for 1 week, let’s be clear don’t judge me!

I have taken medication from the national problem gambling clinic in london...that had bad side effects that’s how desperate I am to stop for good!

I have tried over the years to stop and when things are shit in life sometimes I have a relapse... that’s how much I want to stop. I made this post so that people realised how hard it was for me to get them to exclude my account.

You sound to me to be one of the people who tell addicts just stop like it’s giving up chocolate.

I have done the trial for the new online gamban website and will be told before it goes live so I can be one of the first to join!

If it makes you feel better to put me down go ahead! I have proof of everything I’ve said!
 

MaltesePlayer

Experienced Member
Joined
Jun 21, 2017
Location
Neverland
Let's calm the witch hunt down here fellas. @Leighh12345, I'm extremely sad to hear of your issue and it's a shame that the customer service for that website did not react in a more professional way. My suggestion and this is based on UKGC Regs cause I work in the industry is to send the email to the company to self exclude the account permanently and to withdraw the funds to your payment method ASAP..

Should you not get a reply, engage an ADR or request a PAB for the funds. UKGC regulations state that a self excluded account must have all funds inside the account withdrawn as soon as is possible.

GamStop should be up soon as we've had training on it this week so hopefully means it's soon there so I wish you the best of luck for the future.
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
Let's calm the witch hunt down here fellas. @Leighh12345, I'm extremely sad to hear of your issue and it's a shame that the customer service for that website did not react in a more professional way. My suggestion and this is based on UKGC Regs cause I work in the industry is to send the email to the company to self exclude the account permanently and to withdraw the funds to your payment method ASAP..

Should you not get a reply, engage an ADR or request a PAB for the funds. UKGC regulations state that a self excluded account must have all funds inside the account withdrawn as soon as is possible.

GamStop should be up soon as we've had training on it this week so hopefully means it's soon there so I wish you the best of luck for the future.
 

Leighh12345

Non-Gambler
Joined
Jan 22, 2017
Location
Hanwell
Thanks for the support... I’m a single mother who has brought up my two daughters and that was a lot easier than stopping gambling completely.

They have closed my account after more begging. Just posted here because it shocked me how many times I had to ask them to do it. Yeh gamban should be out this week so I will never be able to gamble online again and I for one can’t wait.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
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PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Thanks for the support... I’m a single mother who has brought up my two daughters and that was a lot easier than stopping gambling completely.

They have closed my account after more begging. Just posted here because it shocked me how many times I had to ask them to do it. Yeh gamban should be out this week so I will never be able to gamble online again and I for one can’t wait.

The casino is right in that all the self-help settings, i.e. take-a-break and exclusion should be automatically activated via your account interface. If you are an addicted gambler then whether they pay you the winnings or just refund deposits is moot - the winnings aren't 'money' to addicts to buy for example food and petrol with but simply the stake for facilitating the next session of gambling. Addicts never win money, merely means to gamble more.
Under the social responsibility code as laid down by the UKGC I think you'll find they can void your bets once they found out your issue. Now I accept that is pretty unsporting considering you told them AFTER withdrawing so hopefully you will be paid in full. And that's where the next problem will start - the money will burn a hole in your pocket and in a few days time you'll be no better off because you've got the means to find somewhere else to gamble with the inevitable outcome.
The only time an addict finds it easier to stop is when they don't have the means to do it anyway, which is why nearly all recovering addicts have to hit rock bottom first. Given what you've said so far, I hope you really have taken the first step on the long recovery trail, but somehow doubt it.

Be honest - how much of the urgency to receive these winnings is down to the warm feeling of knowing that when you have them you can have a 'guilt free gamble' because what you're staking next time is from those winnings? Will you use every penny to pay off bills/debts, for household and kids? If so that's what you should consider and every penny of it too, no comfort zone of 'spare cash' which will lead to temptation. You'll better off financially obviously and it'll help your fight as you'll have gotten rid of any short-term means to gamble. At the moment, until a significant time period has elapsed, you are still very near the last time you gambled. I wish you well in making that 'last time' further into the past!
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
25 years is a real long time to be addicted to something, especially something that impacts everyone around you ( kids). I'm not judging you, but as a mother of an adult daughter who just became an addict last year. I have seen what lengths she will go to to get her fix, and she is only a year in. Maybe not getting your money would be a good thing. For one casino you excluded yourself from, there are hundreds more you haven't. I'm sure in the 25 years, you have taught yourself tons of resourcing skills. And will find money to feed your kids etc, instead of gambling. I hope the best for you, and you can eventually get this monkey off your back. At some point enough will be enough. Remove ALL temptations, even if it means someone else looking after your money for a while. Good luck!
 
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