Broadway Gaming - self exclusion policies ignored!

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
I want to post my experience as a result of Broadway Gaming's Self-exclusion failures which resulted me in losing a five figure sum over just a couple of weeks!

I had a self-exclusion in place with one of the sites operated by Broadway Gaming and a few months later attempted to open an account at one of their sister sites - it was blocked and I found out later that it was a sister site hence why I was blocked. However, I was then invited to open the account anyway and ended up losing several thousand.

Any ideas guys on what my follow up action should be? I have read that other casinos have refunded deposits in similar scenarios and wondered if they should be doing the same?I thought the brand looked pretty cool and reasonable but was unaware that a casino could undertake an action such as this! Now I have ended up losing all this money as a result!

Any comments and suggestions would be greatly appreciated :)
 

JGslots

Ueber Meister
webmeister
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Feb 12, 2013
Location
Wales
Knowing that you’re self excluded there and you still signed up, why do this? You know you would Not be paid any winnings as you’re self excluded, so why do it?

Is it because you wanted to commit fraud and try to bully the casino into paying your deposits back.

If you had not been aware that you was not self excluded then you may have been excused, but you’re blatantly just trying to commit fraud here, which is a criminal offence.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
I didn't know i was self excluded until they told me. Then they emailed me the next day asking me if I wanted my account to be re opened. I suppose they are allowed to do that then? In terms of fraud, what position would be gained by getting your money back for a breach? Someone 'makes money' out of fraud. How is getting a refund fraud?

As for the would I have complained if I would have won? Who wins from playing at a casino? I didn't win, I lost - they knew they had the edge (plus position of power) so thry had nothing to lose. Let's let a self excluded player back on - we know the result so let's try and rob him. Of course that's not fraud either but more like deception! Or perhaps I am in the wrong and the casino is in the right. I should open a corner shop and sell fags to someone I know is underage and then say well why buy fags if you know you are underage!
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
Knowing that you’re self excluded there and you still signed up, why do this? You know you would Not be paid any winnings as you’re self excluded, so why do it?

Is it because you wanted to commit fraud and try to bully the casino into paying your deposits back.

If you had not been aware that you was not self excluded then you may have been excused, but you’re blatantly just trying to commit fraud here, which is a criminal offence.

Yeah I wanted to waste my time on the chance to either lose or break even! I go to work every day to either pay money out of my own pocket or have a chance to get that money back at the end of my shift! And if I did get my money back then I could not sleep at night thinking that I have committed fraud!
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
Lets say you had won and they had paid you would you of complained then ?

It sucks but it was your choice to open an account :(

Of course it was my choice - I don't deny that. But it was blocked initially and I had forgotten about it. Then the next day they emailed me asking me if I wanted it to be re opened. In effect ignoring the agreement in place. For the suggestion that I was bullying a casino??? I think they are the ones abusing their position. A player cannot abuse their position as they are not selling anything!
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
think some people are missing the point here

Self exclusion means no accounts at any casino under the same license. The checks should be done at sign up.
Also means no marketing material should be sent, including from affiliates. If what the OP says is true, it was.

Of course, if the OP changed any significant details (spelt name or address differently for example) then no sympathy at all from me, but if the main details were the same, then deposits should be refunded. The sooner casinos are forced to do this, I'll bet, suddenly the sign up checks they seem unable to do at the moment, will suddenly be done with ease.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
think some people are missing the point here

Self exclusion means no accounts at any casino under the same license. The checks should be done at sign up.
Also means no marketing material should be sent, including from affiliates. If what the OP says is true, it was.

Of course, if the OP changed any significant details (spelt name or address differently for example) then no sympathy at all from me, but if the main details were the same, then deposits should be refunded. The sooner casinos are forced to do this, I'll bet, suddenly the sign up checks they seem unable to do at the moment, will suddenly be done with ease.

All of my details were exactly the same - same username, name, address DOB phone number, email. Everything. That's why their system detected it but as i didn't know they were linked I asked why it was blocked. I then received the email the next day asking me if I wanted to sign up i could do - so I did. Yes it was my choice and a lapse of power on my part but if they had honoured their part of the agreement this would not have happened. Their system detected it in the first place but then they completely ignored it and got me to sign up. How can this be fair? Do players really want to play at a casino like this?
 

colinsunderland

Experienced Member
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Location
uk
can you post the email up (removing any personal details) please, would be interesting to see what they said.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
This is the e-amil they sent me, bearing in mind this was sent from them without me asking them to consider re-opening anything!

Hi XXXXXX,

Just a follow up on your recent Live Chat contact with us here at XXXXXXXX support.

Your account XXXXXXXXXXXXX was initially closed on the XXXXXXXXX. Following a decision by our Management team, we are satisfied that there are no Responsible Gaming issues in reactivating the account for you. As a result any no play would be deemed void should you wish to proceed, meaning that any withdrawals would not be confiscated as a result. Before we re-activate your account though, can you please come back to us confirming that:

- You are happy to accept our site terms
- You take full responsibility of future real money transactions
- You are happy to honour any future bets recorded on your account

Once we receive your confirmation, we will come back to you with updates on your account’s status.

Kind regards,
XXXXXXXXX
 

MaltesePlayer

Experienced Member
Joined
Jun 21, 2017
Location
Neverland
So essentially your self exclusion period (if there was any to start off with) passed / Time out period imposed on the account passed // You've answered what's known as RG Confirmation which essentially covers their liability since you agreed to the terms // And now you want back your money? Smells fishy to me / If you're so sure Broadway gaming had a permanent exclusion on your file, I'd go to an ADR and get their opinion. But please as an employee that deal with such cases, do have some evidence that proves that you were meant to be permanently excluded / not allowed to open the account. Otherwise you're just trying to get your funds back through public opinion.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
So essentially your self exclusion period (if there was any to start off with) passed / Time out period imposed on the account passed // You've answered what's known as RG Confirmation which essentially covers their liability since you agreed to the terms // And now you want back your money? Smells fishy to me / If you're so sure Broadway gaming had a permanent exclusion on your file, I'd go to an ADR and get their opinion. But please as an employee that deal with such cases, do have some evidence that proves that you were meant to be permanently excluded / not allowed to open the account. Otherwise you're just trying to get your funds back through public opinion.

I had an email confirming my self exclusion, and this self-exclusion agreement was active and still had a long time to run on it. There was a self-exclusion period, I used the same details (hence why my account was blocked) and then they sent me that e-amil. And are you saying that I am the one that was acting fishy? The casino did good then? It's like subscribing to a weekly/monthly subscription, cancelling it, receiving confirmation of the cancelled subscription, and then continuing to receive papers/magazines etc and then getting billed for it. I know it is not the same thing but it is on the lines of the same principle.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
So essentially your self exclusion period (if there was any to start off with) passed / Time out period imposed on the account passed // You've answered what's known as RG Confirmation which essentially covers their liability since you agreed to the terms // And now you want back your money? Smells fishy to me / If you're so sure Broadway gaming had a permanent exclusion on your file, I'd go to an ADR and get their opinion. But please as an employee that deal with such cases, do have some evidence that proves that you were meant to be permanently excluded / not allowed to open the account. Otherwise you're just trying to get your funds back through public opinion.

Hi XXXXXXXX,
Thank you for contacting us.
I can confirm that we have closed your account for a period of 5 years as you have requested.
Our self-exclusion facility involves a joint commitment between you and us. We will take reasonable steps to prevent you re-opening your Account or opening a new account but you must not attempt to re-open your Account or to try and open new accounts.

We shall not be liable if you circumvent our self-exclusion procedures and continue to use our service or if you continue to gamble with any third party.
Regards
XXXXXXXXXX

That is the self-exclusion (not an account closure). Is that good enough evidence? Or do i need it signed by the Queen/Prime Minister?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
what was the date on both emails?

If it was within the inital SE period then they need reporting to the UKGC immediately.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
It is well within the period. But according to some people they don't appear to have done anything wrong? It's my fault in their eyes. That's stand up material! I did not force that email to be sent to me. Everyone is appearing to suggest it's my choice etc...well this was their choice to send me that e-mail. Or is it only me that sees it that way? And I have apparently potentially committed fraud :D :D that's another good one!
 

dunover

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This is the e-amil they sent me, bearing in mind this was sent from them without me asking them to consider re-opening anything!

Hi XXXXXX,

Just a follow up on your recent Live Chat contact with us here at XXXXXXXX support.

Your account XXXXXXXXXXXXX was initially closed on the XXXXXXXXX. Following a decision by our Management team, we are satisfied that there are no Responsible Gaming issues in reactivating the account for you. As a result any no play would be deemed void should you wish to proceed, meaning that any withdrawals would not be confiscated as a result. Before we re-activate your account though, can you please come back to us confirming that:

- You are happy to accept our site terms
- You take full responsibility of future real money transactions
- You are happy to honour any future bets recorded on your account

Once we receive your confirmation, we will come back to you with updates on your account’s status.

Kind regards,
XXXXXXXXX


Yes, as Colin says this needs clarification - IF your initial SE had expired then the casino is obliged usually to ask you questions concerning RG and then can take the decision on whether to reactivate the account or not. No foul there.

What would be completely in breach of license conditions and RG rules would be to reactivate a SE'd account BEFORE the initial time period had expired, whether at that specific casino or any other it was activated on under the same licence.

If the latter is the case, and you can demonstrate it to be so, then it's behaviour likely to incur sanction or fines by the UKGC or MGA.
 

coolrunnings19

Newbie member
Joined
Jan 2, 2019
Location
Uk
Yes, as Colin says this needs clarification - IF your initial SE had expired then the casino is obliged usually to ask you questions concerning RG and then can take the decision on whether to reactivate the account or not. No foul there.

What would be completely in breach of license conditions and RG rules would be to reactivate a SE'd account BEFORE the initial time period had expired, whether at that specific casino or any other it was activated on under the same licence.

If the latter is the case, and you can demonstrate it to be so, then it's behaviour likely to incur sanction or fines by the UKGC or MGA.

My self exclusion agreement still had a further 4 years and 8 months left to run on it. I did not know the two casinos were linked until I was told (after my attempt to open the account was blocked) and then the email from them followed which is what I have posted.

It appears black and white to me. It appears other casinos refund deposits and I would obviously like the same - let's be clear here - I will in no way profited from any of this - parties would be returned to their original positions had that email not been sent by them!
 
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