betfred self exlcusion problem

salmonman12

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Mar 17, 2014
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bridgend, south wales
hi, been around this site for a while but havent really contributed much so here goes. On the 24th october i spent way more online than i would of liked on online casinos that i decided to self exclude. Spent an hour going round the different casinos i was a member of and with a few clicks of the button i was able to self exclude no problems, except for 1 site, BETFRED. They wanted me to email them some different details and that i did correctly. 10 days on betfred have just let me spend a bomb on there site , now i know they didnt make me spend the money but surely i should of been self excluded i thought, so went and chat and they informed me that they have received no email from me and to supply screenshots which i have done and am awaiting a reply.
My question are where do i stand with this do you think they should not of let me spend my money there if i prove the email was sent? and my biggest question is why on earth could i self exclude on over half a dozen sites with 3 clicks of the mouse but with these scammers i had to right a short essay and email it to them
 

dunover

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hi, been around this site for a while but havent really contributed much so here goes. On the 24th october i spent way more online than i would of liked on online casinos that i decided to self exclude. Spent an hour going round the different casinos i was a member of and with a few clicks of the button i was able to self exclude no problems, except for 1 site, BETFRED. They wanted me to email them some different details and that i did correctly. 10 days on betfred have just let me spend a bomb on there site , now i know they didnt make me spend the money but surely i should of been self excluded i thought, so went and chat and they informed me that they have received no email from me and to supply screenshots which i have done and am awaiting a reply.
My question are where do i stand with this do you think they should not of let me spend my money there if i prove the email was sent? and my biggest question is why on earth could i self exclude on over half a dozen sites with 3 clicks of the mouse but with these scammers i had to right a short essay and email it to them

They don't have an automated SE/TAB option which MOST casinos do. The inference in the UKGC rules is that it should be self-administered but the wording is woolly and some sites like 32red used to make you e-mail CS. I didn't realize Betfred did too. This isn't good as it gives the customer a delay in which they can spend more - I bet you a pound to a penny if you'd won 10k they'd suddenly 'discover' your e-mail and SE request...:(
 

salmonman12

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Mar 17, 2014
Location
bridgend, south wales
They don't have an automated SE/TAB option which MOST casinos do. The inference in the UKGC rules is that it should be self-administered but the wording is woolly and some sites like 32red used to make you e-mail CS. I didn't realize Betfred did too. This isn't good as it gives the customer a delay in which they can spend more - I bet you a pound to a penny if you'd won 10k they'd suddenly 'discover' your e-mail and SE request...:(

thanks for your reply, your right, no doubt had i wont big they would of magically recovered the ''lost'' email . Just received a couple of emails from support asking for screen shots of the email i sent, which ive done twice clearly showing the emails for self exclusion were sent 10 days ago, i dont think the support team have many brain cells between them .
 

Deeplay

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If you have copies of the email sent and the email headers contain the correct information .. you might have a case here ... if you can prove you sent in the request with the right documents. But if you did not get confirmation of them that the SE had been done - then they could use that as saying they never had the email from you in the first place. Betfred in my past experience have always been pretty damn good at such things so im kind of surprised to read this


But SE facilities should be online and available with a few clicks. The UKGC really need to make it clear what is required. You would need to prove to them your request was sent. but as it stands its your word against the casinos.
 

salmonman12

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Mar 17, 2014
Location
bridgend, south wales
If you have copies of the email sent and the email headers contain the correct information .. you might have a case here ... if you can prove you sent in the request with the right documents. But if you did not get confirmation of them that the SE had been done - then they could use that as saying they never had the email from you in the first place. Betfred in my past experience have always been pretty damn good at such things so im kind of surprised to read this


But SE facilities should be online and available with a few clicks. The UKGC really need to make it clear what is required. You would need to prove to them your request was sent. but as it stands its your word against the casinos.

hi thanks for the reply. i have sent them screenshots and so on of the exclusion email i had sent them and they have now looked at my screenshots but they are still denying they had received the email, even though it was there in black and white. after seeing my screenshots not once did they argue the information was incorrect so the email must of been spot on its just they deny ever receiving the email. Attatched is the last email reply i had from them.
The money i lost is not the issue here, im worried about the other people past and present that tried to self exclude that send the self exclusion email to betfred, have a relapse a week later and spend half their life savings when they should of really been excluded, only to find out betfred ''never received'' their email. ITS SHOCKING betfred4.jpg
 

Deeplay

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hi thanks for the reply. i have sent them screenshots and so on of the exclusion email i had sent them and they have now looked at my screenshots but they are still denying they had received the email, even though it was there in black and white. after seeing my screenshots not once did they argue the information was incorrect so the email must of been spot on its just they deny ever receiving the email. Attatched is the last email reply i had from them.
The money i lost is not the issue here, im worried about the other people past and present that tried to self exclude that send the self exclusion email to betfred, have a relapse a week later and spend half their life savings when they should of really been excluded, only to find out betfred ''never received'' their email. ITS SHOCKING View attachment 72249

Thing is a screen shot is not proof - im not saying you did not send it. But they can just deny it was ever sent. You need to find the headers in the email - "view source" this will tell you the path it was sent, the time, the delivery everything. That can provide proof along with any message read response you might have had. They can claim the screenshot is not real. Not saying they would just saying. Thats why email is actually one of the most unreliable ways of "proof" unless you request "read receipts" the header source of the email should give you all the info you need though. But as much as I empathise with your situation I dont really see that they will payback on this one. Because in the end they will have a clause that ultimately its your responsibility not to gamble. If you can prove a none working SE procedure you might stand a chance but its a big But !

In the end think of the future and no gambling further - continue to SE where ever you can and dont try chase these looses it will end in misery. Gl with it though.
 

salmonman12

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Mar 17, 2014
Location
bridgend, south wales
Thing is a screen shot is not proof - im not saying you did not send it. But they can just deny it was ever sent. You need to find the headers in the email - "view source" this will tell you the path it was sent, the time, the delivery everything. That can provide proof along with any message read response you might have had. They can claim the screenshot is not real. Not saying they would just saying. Thats why email is actually one of the most unreliable ways of "proof" unless you request "read receipts" the header source of the email should give you all the info you need though. But as much as I empathise with your situation I dont really see that they will payback on this one. Because in the end they will have a clause that ultimately its your responsibility not to gamble. If you can prove a none working SE procedure you might stand a chance but its a big But !

In the end think of the future and no gambling further - continue to SE where ever you can and dont try chase these looses it will end in misery. Gl with it though.

appreciate the advice and its definately good advice, however paying me back is not the point of the post,would be just a bonus haha i didnt make that quite clear lol sorry peeps!!! This post is warning to you all, if you self exclude with betfred send them the details they require and set your monthly deposit limit to ZERO that way if they ''''' never receive ''' your email you cant waste money anyway, if you dont receive exclusion confirmation after a day or 2 email them back, keep all copies of all emails because no doubt they would of never received them.

i just find it crazy that all the other sites i was a member of make it so easy to self exclude and betfred who are one of the biggest gambling companies in britain ((online and FOBTS )) dont let you stop spending your money without writing a short essay
 

steveh35

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doncaster
I have blocked sites that are funny with self exclusion or limits

Betvictor won't let you do less than £25 deposit limit so they went as did William Hill, I had a very awkward dealing with Ladbrokes and told them to close my account which results in a long winded conversation with some manager who made me feel very awkward for closing it and asked me all sorts of questions.

I won't use a site that forces you to contact live help to set limits or makes it so difficult to find on the website.

All sites should make limits and exclusion prominent.
 

spintee

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Location
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If you was not self excluded you soon will be, Like Dunover said if you hit a big one than them emails would of cropped up,

What you can do is inform them that you are taking action to the UKGC, or what ever organization that deal with this thing, Also state that you are more than willing to take court action Due to them not filling there agreement about gambling problems,

You will have to write them a good email, Or recorded post letter, There is suppose to be gambling responsibility's with theses bigger company's, And as they sponsor alot of T.V sports than it will not look god for them,

Just state you have all the necessary proof, Emails, screen shots of chats etc, Yet they still allowed a problem gambler to carry on playing,

If you was in France or somewhere than you might not stand a chance, But as your in U.K and with the responsible gaming going on, and they sponsor alot of U.K sports than you in for a good chance to get something back,
 

spintee

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appreciate the advice and its definately good advice, however paying me back is not the point of the post,would be just a bonus haha i didnt make that quite clear lol sorry peeps!!! This post is warning to you all, if you self exclude with betfred send them the details they require and set your monthly deposit limit to ZERO that way if they ''''' never receive ''' your email you cant waste money anyway, if you dont receive exclusion confirmation after a day or 2 email them back, keep all copies of all emails because no doubt they would of never received them.

i just find it crazy that all the other sites i was a member of make it so easy to self exclude and betfred who are one of the biggest gambling companies in britain ((online and FOBTS )) dont let you stop spending your money without writing a short essay

Are you taking this peiss???

You come on stating you have spent a Bo^mb in the ten days it took for account to close, Than state it was only bonus money??

I ts good that you mentioned about it so others have an idea whats going on with them, But please try to make things clear to begin with, Save us all some time
 

Wondah

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Oct 19, 2015
Location
Netherlands
Are you taking this peiss???

You come on stating you have spent a Bo^mb in the ten days it took for account to close, Than state it was only bonus money??

I ts good that you mentioned about it so others have an idea whats going on with them, But please try to make things clear to begin with, Save us all some time

I think that he mean to say that if the casino would pay the money back, than it's just a nice surprise/bonus but not the reason he made this post.

not sure, but that's how i read it in my Dutch/English :p
 

spintee

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I think that he mean to say that if the casino would pay the money back, than it's just a nice surprise/bonus but not the reason he made this post.

not sure, but that's how i read it in my Dutch/English :p
Your right and it does look like he means he would only be offerd a bonus if anythink,

But he than states would be just a bonus haha i didnt make that quite clear lol sorry peeps!!! I didnt make that clear? So what was not clear
 

Wondah

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Oct 19, 2015
Location
Netherlands
i think he refer to the part that it was not the point of the post that they would pay him back....i guess haha

"however paying me back is not the point of the post,would be just a bonus haha i didnt make that quite clear lol
sorry peeps!!! "
 

salmonman12

Dormant account
Joined
Mar 17, 2014
Location
bridgend, south wales
Are you taking this peiss???

You come on stating you have spent a Bo^mb in the ten days it took for account to close, Than state it was only bonus money??

I ts good that you mentioned about it so others have an idea whats going on with them, But please try to make things clear to begin with, Save us all some time

i meant it would be a nice suprise if i managed to get any cash back, no bonus involved at all. really dont know how you read that as it was bonus cash but there we are
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
That reply looks like they are trying to shift ALL the responsibility onto the player, however the RG regulations specify that a duty of care lies with the casino, and it's not meant to be 100% down to the player to refrain from trying to log back in. If it were 100% down to the player as far as the UKGC was concerned, then there would have been none of the RG measures imposed that are designed to put a brake on the player, such as the autoplay restrictions.

If they have an SE system that does not work properly due to them having chosen to use the unreliable medium of email rather than implement a directly interactive system that the player can use to make the request then they may still have failed to meet the licencing criteria.

Email is inherently unreliable with emails often not reaching the destination for all sorts of reasons. It isn't at all suitable for something like SE that MUST work as intended, and be as near to 100% reliable as possible. There is also the matter that "time is of the essence" when it comes to SE, a short window of opportunity for the weak willed player to do something in the moment of regret that MUST work there and then because a few hours later their willpower will have waned, and if they can still get back in, will probably have another unaffordable gamble.

At worst, an in-site webform should be used to ensure that the request is received, and that the player is given immediate feedback that their request has been so received.

Surely a compromise solution would be for the making of an SE request to cause an immediate temporary suspension of the account, which will only be lifted once the SE request has been received, reviewed, and determined to be merely a TAB request or account closure for other reasons.
 
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