Hyper Casino refusing to pay out £1150

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
I will need to dig it out but I know I tested All British and Fun Casino both before and after 7th of May and all instances were identified, so apologies if I didn't have you on there.

Or I missed it, but result is as expected ;) haha !

Thanks mate!
 

mack341

Meister Member
Joined
May 8, 2018
Location
south east england
I must say I've never seen a simple 'close account' option at any place I play [mainly the uk bookie sites and a few others] just logged into skyvegas for example and the options I could see were 'self exclude', 'deposit limits' and 'cool off', I couldn't see a close account option. Is this perhaps part of the problem too?
 

goatwack

We call him....Humperdoo
CAG
Joined
Aug 29, 2012
Location
Londonia
I must say I've never seen a simple 'close account' option at any place I play [mainly the uk bookie sites and a few others] just logged into skyvegas for example and the options I could see were 'self exclude', 'deposit limits' and 'cool off', I couldn't see a close account option. Is this perhaps part of the problem too?
Yep, they all do it. Not only have wildly-varying Deposit Limits (some will only allow e.g £100 per month, whilst others have the full range) but asking to have your account closed permanently is like speaking Samoan with them.

Though I'm sure this is done by design, i.e to never 'fully' close your account and move on. Not much use if one email re-activates the account..... (some bookie sites *cough* Ladbrokes *cough* even let you manually re-open the account!) Great!

So then all that's left to do is bite the bullet and SE.......which in turn insta-labels you as a problem gambler. It's all bollocks really......the state of the gambling industry in 2019 :cool:
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Casumo and Videoslots will close the account instantly if you ask them, as do Skybet and Coral. Some refuse point blank, which I'm sure is a breach of the DPA as they should stop processing your data when you request it.
 

mack341

Meister Member
Joined
May 8, 2018
Location
south east england
Casumo and Videoslots will close the account instantly if you ask them, as do Skybet and Coral. Some refuse point blank, which I'm sure is a breach of the DPA as they should stop processing your data when you request it.

I think there should really be an automated, self service way of doing it, contacting a casino's customer services is something I try to avoid at all times, it's getting better but there's still a good chance of misunderstandings and unwanted stress etc... Plus is it not possible they might again just use the SE option from their end?
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Though I'm sure this is done by design, i.e to never 'fully' close your account and move on. Not much use if one email re-activates the account..... (some bookie sites *cough* Ladbrokes *cough* even let you manually re-open the account!) Great!

But if you don't ever ask them to open it, would that matter then if it's closed for non RG reasons? Wouldn't it stay close until player decide to re-open it? If i understood correctly what you meant (what can be the case with my understanding :) ). I mean if you just want to get rid of casino because of shitty bonuses, T&C:s or what ever, why to ask them to re-open it (if you are not addicted to bad T&C:s and bonuses and they have to protect you to get back to them :) )
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Casumo and Videoslots will close the account instantly if you ask them, as do Skybet and Coral. Some refuse point blank, which I'm sure is a breach of the DPA as they should stop processing your data when you request it.

Must (or at least should) be against something if you are not allowed to close your account without having RG issues.... But from some operators not many things surprise anymore. As you stated, you should have right to request your data removed instead of what they have to store for certain period.
 

goatwack

We call him....Humperdoo
CAG
Joined
Aug 29, 2012
Location
Londonia
But if you don't ever ask them to open it, would that matter then if it's closed for non RG reasons? Wouldn't it stay close until player decide to re-open it? If i understood correctly what you meant (what can be the case with my understanding :) ). I mean if you just want to get rid of casino because of shitty bonuses, T&C:s or what ever, why to ask them to re-open it (if you are not addicted to bad T&C:s and bonuses and they have to protect you to get back to them :) )
I suppose one could look at it that way, and if there's no desire to return then it might be seen as moot. But from a non-RG perspective I should reserve the right to terminate my services with them, be it dissatisfaction or just good old-fashioned spite :D

It's purely the fact that long-term closure is not even on the table, and that insisting on that for whatever reason puts you in the 'Problem gambler, tut tut' category :eek2:
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I suppose one could look at it that way, and if there's no desire to return then it might be seen as moot. But from a non-RG perspective I should reserve the right to terminate my services with them, be it dissatisfaction or just good old-fashioned spite :D

It's purely the fact that long-term closure is not even on the table, and that insisting on that for whatever reason puts you in the 'Problem gambler, tut tut' category :eek2:

Wouldn't really believe that can happen :eek2: If clearly state that i don't want to hear from your shitty site because of your offers are terrible and site full of bugs and i do not have any gambling problem but purely will play somewhere else... shouldn't end up for self-exclusion. But as said, not many things surprise from some operators :confused:
 

goatwack

We call him....Humperdoo
CAG
Joined
Aug 29, 2012
Location
Londonia
Wouldn't really believe that can happen :eek2: If clearly state that i don't want to hear from your shitty site because of your offers are terrible and site full of bugs and i do not have any gambling problem but purely will play somewhere else... shouldn't end up for self-exclusion. But as said, not many things surprise from some operators :confused:
Was fairly recently I closed an account at a reputable casino. Well I say 'closed'....

Both during and after this process I was told that this was a temporary closure, ending with a drop-down box informing me of this!

The fact that I have no desire to return there, nor have a gambling problem, isn't deemed important enough to have a simple permanent account closure. So it's at this point I ask where casinos think they can shoehorn a player into accepting a pseudo-closure, or condemning you to being a problematic addict via Self Exclusion. Surely the only industry that forces you to retain a product (whilst no doubt still keeping your personal data) even when unhappy with it, so to speak :cool:
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Wouldn't really believe that can happen :eek2: If clearly state that i don't want to hear from your shitty site because of your offers are terrible and site full of bugs and i do not have any gambling problem but purely will play somewhere else... shouldn't end up for self-exclusion. But as said, not many things surprise from some operators :confused:

One of the accredited casinos on here refuse point blank to close your account, insisting you self exclude
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
No casino will ever permanently and completely delete (close) your account for the simple reason that you could open then a new account with the same details. There is a simple "tick" box in your profile on the screen of the customer support interface which puts an account into "dormant", that's it.

Grow up people, take responsibility for your actions and stop putting the onus on casinos. You keep complaining sooooo much about the "nanny state" but you are desperately asking casinos to be exactly that! :rolleyes:
 
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pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
There's Harry and those eyes again - you folks are gonna give him a migraine :p

The only group that i notice that have the close option available on the site are many of the MTS sites.

Closing it will see some data erased obviously but a lot will still be held for the 5 years for AML /Licensing etc.
 

Oscar Arnhem

Senior Member
Joined
Jan 15, 2017
Location
arnhem
There's Harry and those eyes again - you folks are gonna give him a migraine :p

The only group that i notice that have the close option available on the site are many of the MTS sites.

Closing it will see some data erased obviously but a lot will still be held for the 5 years for AML /Licensing etc.


This is from Unibet

Account Closure


Please be aware, after you deactivate your account:

  • You will not be able to log in or open a new account.
  • Pending bets will be settled as normal.
  • You will not be able to withdraw money.
  • If you decide to come back to Unibet you need to contact customer service.
Please let us know why you're leaving. We can use your feedback to keep improving our service.

Make sure you're happy with your decision before you confirm your account closure. This action cannot be undone.
 

mack341

Meister Member
Joined
May 8, 2018
Location
south east england
No casino will ever permanently and completely delete (close) your account for the simple reason that you could open then a new account with the same details. There is a simple "tick" box in your profile on the screen of the customer support interface which puts an account into "dormant", that's it.

Grow up people, take responsibility for your actions and stop putting the onus on casinos. You keep complaining sooooo much about the "nanny state" but you are desperately asking casinos to be exactly that! :rolleyes:

That is a good point, it doesn't bother me if some details/data are securely kept to stop bonus abuse etc.. But not sure Harry what the bold is in relation to ?

An automated close account option would let people take responsible action quickly and cleanly; a 'nanny state' would mean interference in your options and choices by the casino? I think the UKGC, part of our government, does want to some degree a nanny state approach to gambling or at least that's the direction they're heading in.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
That is a good point, it doesn't bother me if some details/data are securely kept to stop bonus abuse etc.. But not sure Harry what the bold is in relation to ?

An automated close account option would let people take responsible action quickly and cleanly; a 'nanny state' would mean interference in your options and choices by the casino? I think the UKGC, part of our government, does want to some degree a nanny state approach to gambling or at least that's the direction they're heading in.

I refer to all the SE/account closure/ etc malarkey.

Not one of the last few dozen of threads I have seen with some kind of issue relating to the above had a post where the OP or someone else doing SEs to stop gambling mention that they installed GAMSTOP or NETNANNY or the like on all their devices.

Not one single player said they handed over the control of their finances to a trusted person.

Not one single player has mentioned other avenues he/she is following to curb the addiction.

....List by far not complete. Add at your convenience.

BUT

In every thread, the onus is put on the casino for all sorts of reasons. Like they are the main responsible party for the issue in the first place. They are not, ONLY the player is. Like in this case - OP SE's at one brand, 5 minutes later he opens an account at another casino without spending 10 seconds to research whether they are connected. Then he comes here and claims the casino has "stolen", "nicked" etc his winnings. In what world are we living??

Then it starts! Casino should have done this, that and everything else but not the player! Geez, enough is enough! As I said: "Grow up, take responsibility....."

Go back to the turn of the century with Wayback and check e.g. Royal Vegas or the like....there wasn't even a "Gamble responsibly" or anything else on the site. No link to a licensing authority, no mention of gambleaware, no nothing. Setting RG controls or SE was unheard off.

Today, players have the option at EVERY casino to set-up right after registration powerful tools like deposit limits/loss limits etc to play responsibly, yet I rarely see them used BUT what I see is that casinos are getting blamed straight away when a problem arises. And then the call comes for UKGC, MGA, and god knows who else to protect the "poor" player when the player itself has done not a single "iota".

I've had it up to my gut with these stories and have no sympathy whatsoever anymore. Everyone can gamble responsibly today right from the start, there is no reason whatsoever not to use the tools on hand other than the "nanny state" mentality.

Nor is there a reason to SE willy-nilly for no appearant reason (according to the OP), you can simply set a deposit limit of GBP1 and leave the account as it is. Easy but why should the OP or other players bear some responsibility. The soon a problem arises it is off to the forums to complain like they are on the last breath and the casinos are the "bad boys" who have cheated them out of whatever they think was theirs.
 
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mack341

Meister Member
Joined
May 8, 2018
Location
south east england
I refer to all the SE/account closure/ etc malarkey.

Not one of the last few dozens of threads I have seen with some kind of issue relating to the above had a post where the OP or someone else doing SEs to stop gambling mention that they installed GAMSTOP or NETNANNY or the like on all their devices.

Not one single player said they handed over the control of their finances to a trusted person.

Not one single player has mentioned other avenues he/she is following to curb the addiction.

....List by far not complete. Add at your convenience.

BUT

In every thread, the onus is put on the casino for all sorts of reasons. Like they are the main responsible party for the issue in the first place. They are not, ONLY the player is. Like in this case - OP SE's at one brand, 5 minutes later he opens an account at another casino without spending 10 seconds to research whether they are connected. Then he comes here and claims the casino has "stolen", "nicked" etc his winnings. In what world are we living??

Then it starts! Casino should have done this, that and everything else but not the player! Geez, enough is enough! As I said: "Grow up, take responsibility....."

Go back to the turn of the century with Wayback and check e.g. Royal Vegas or the like....there wasn't even a "Gamble responsibly" or anything else on the site. No link to a licensing authority, no mention of gambleaware, no nothing. Setting RG controls or SE was unheard off.

Today, players have the option at EVERY casino to set-up right after registration powerful tools like deposit limits/loss limits etc to play responsibly, yet I rarely see them used BUT what I see is that casinos are getting blamed straight away when a problem arises. And then the call comes for UKGC, MGA, and god knows who else to protect the "poor" player when the player itself has done not a single "iota".

I've had it up to my gut with these stories and have no sympathy whatsoever anymore. Everyone can gamble responsibly today right from the start, there is no reason whatsoever not to use the tools on hand other than the "nanny state" mentality.

Nor is there a reason to SE willy-nilly for no appearant reason (according to the OP), you can simply set a deposit limit of GBP1 and leave the account as it is. Easy but why should the OP or other players bear some responsibility. The soon a problem arises it is off to the forums to complain like they are on the last breath and the casinos are the "bad boys" who have cheated them out of whatever they think was theirs.

oh right I see what you mean, I agree with a lot of that, the only thing with the deposit limits is they can be changed in 24hrs so it's a bit flimsy.

I don't think we can expect casinos to protect us from ourselves, that's ultimately our responsibility, but I see the automated close account option as a different thing though. That's just a logical choice that should be available to a customer and isn't as far as I can tell, and people by and large don't want to have to contact customer services so just use the automated SE option instead.
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
Not referring to the OP here but in the majority of these cases the post has been made by someone who thinks they are smarter than they actually are and thought they were onto something if you get what I mean.

9 times out of 10 you don’t have to be a detective to see their story is full of holes to begin with and becomes more like a sieve as it goes on and they try to backtrack.

One thing I would have thought though is that in this day and age surely there is some simple system that casinos could have in place that would flag up a SE person trying to use the same details straight away. It can’t be that difficult surely.

Also if every casino adopted the account verification before deposit approach a lot of potential problems could never materialise. Anybody using false details wouldn’t be able to verify and it would pick up self excluders. Easy way to solve a problem but it almost seems like nobody wants to solve it.

Cost can’t be an issue when you have some of the top names receiving 7 figure fines for failures in their systems because they would save that money straight away.
 

AR1886

Dormant Account
Joined
Jun 15, 2019
Location
Scotland
I've followed this with interest, hell I've been one of those posters recently who has asked for advice regarding SE.

I do realise much of the onus is on me, but I think there's a degree of responsibility on the casino too. I've now changed over my bank to Mozno who block gambling transactions, I was already on GamStop, I'm attending GA. The issues arise from the fact that addiction is a truly horrible thing.

Accountability is all well and good, I'm trying so hard to beat this - I don't know what the best I hoped for setting up more accounts was, I didn't really care - I wanted to gamble and was able to do so despite having put preventative measures in place it wasn't enough.

I think it would be of great benefit if all checks were done prior to a deposit being possible, it would avoid a lot of these situations arising.
 

mack341

Meister Member
Joined
May 8, 2018
Location
south east england
One thing I would have thought though is that in this day and age surely there is some simple system that casinos could have in place that would flag up a SE person trying to use the same details straight away. It can’t be that difficult surely.

That's the flip side isn't it, have companies in the past had a 'sieve' type detection system in place for new customers knowing that struggling addicts will open new accounts elsewhere, and if they lost keep the deposits and if they won and wish to withdraw, a more sophisticated and thorough detection system would then flag up the SE and the winnings are cancelled + deposits returned, that is a cynical theory by me but I wouldn't have put it past some dodgy operators.

Was just looking to see if there was ukgc guidance re deposits being returned for SE and instead came across an interesting page on the Pogg's website from 2016, where as an adr he was unable to look at a complaint that involved SE.
You do not have permission to view link Log in or register now.
:

"Unfortunately there’s not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we’ve have to work within their framework. While we are the appointed ADR for both SlottyVegas and BETAT, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, we're not allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected].

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated, but will not assist players in recovering funds in individual cases. To do that I believe that you will have to take the operator to court. I’m currently trying to get further details from the UKGC to assist players that wish to pursue this option."


and later in the replies...

Self-exclusion policies have been excluded from ADR intervention for 2 reasons:

1) Fraud in this specific area IS soaring. With the introduction of stronger guidance in this area many UK players are choosing to self-exclude then intentionally look for ways round their self-exclusion, allowing them to demand to be paid wins and demand that losses are returned. I'm certainly passing no judgement in this instance but I can see why the operator feels this is what you've done given that you've changed 2 core pieces of information that would have automatically prevented you from registering an account.

2) Operators can conform precisely to the terms of their license in this area but still be morally wrong. The ADR would be compelled to rule in favour of the operator in this type of situation, but the UKGC would rather they didn't. The UKGC view this as an area that need supervision directly by the regulator.

and the last post by the Pogg was:

1) Self-exclusion issues will remain reserved to the Gambling Commission. In other words, ADRs like ThePOGG.com cannot assist with this type of issue.

2) While the UKGC cannot directly force an operator to pay a player, where the commission find that an operator has not adhered to best practice it would be normal for the operator to to look to address the issue to be seen to comply with best practice. As such, if you've not already forwarded this issue to the Gambling Commission I would strongly suggest that you do so as your next step.

3) Your alternative to forwarding your issue to the Gambling Commission is to take legal action against the operator. The UKGC is considering publishing information for players on how to go about doing this, though I can give no information for the likely time frame within which this will be achieved.


I wonder if this situation has changed, it seems unfair that court action would be required, this has always been a concern of mine, the ukgc's approach to complaints, more or less 'sitting on their hands' but I don't know if that has changed by now, 3 years later. Companies have been fined for various breaches but are these just the big headline grabbing cases the ukgc cherry picks to pursue in order to set an example, and the smaller ones are left to take it to court [which for the sums involved probably won't].
 
Last edited:

EkJR

Meister Member
MM
Joined
Feb 3, 2018
Location
Glasgow
I refer to all the SE/account closure/ etc malarkey.

Not one of the last few dozens of threads I have seen with some kind of issue relating to the above had a post where the OP or someone else doing SEs to stop gambling mention that they installed GAMSTOP or NETNANNY or the like on all their devices.

Not one single player said they handed over the control of their finances to a trusted person.

Not one single player has mentioned other avenues he/she is following to curb the addiction.

....List by far not complete. Add at your convenience.

BUT

In every thread, the onus is put on the casino for all sorts of reasons. Like they are the main responsible party for the issue in the first place. They are not, ONLY the player is.

Go back to the turn of the century with Wayback and check e.g. Royal Vegas or the like....there wasn't even a "Gamble responsibly" or anything else on the site. No link to a licensing authority, no mention of gambleaware, no nothing. Setting RG controls or SE was unheard off.

Today, players have the option at EVERY casino to set-up right after registration powerful tools like deposit limits/loss limits etc to play responsibly, yet I rarely see them used BUT what I see is that casinos are getting blamed straight away when a problem arises. And then the call comes for UKGC, MGA, and god knows who else to protect the "poor" player when the player itself has done not a single "iota".

I've had it up to my gut with these stories and have no sympathy whatsoever anymore. Everyone can gamble responsibly today right from the start, there is no reason whatsoever not to use the tools on hand other than the "nanny state" mentality.

Oh the poor casinos. There are laws written to cover the gambling sector of which casinos must abide by or they are in breach of those rules. Casinos are businesses and are expected to operate in an ethical, trustworthy manner. The rules are there so that they do so.

The vast majority of casinos do follow these rules and have robust systems in place to stop SE players gambling and allow them to monitor signs of problem gambling amongst their customers.

The ones who don't have the robust systems...If they can't cover that..how trustworthy are they really? Happy to accept money from people with serious addiction problems to line their pockets.
That's the flip side isn't it, have companies in the past had a 'sieve' type detection system in place for new customers knowing that struggling addicts will open new accounts elsewhere, and if they lost keep the deposits and if they won and wish to withdraw, a more sophisticated and thorough detection system would then flag up the SE and the winnings are cancelled + deposits returned, that is a cynical theory by me but I wouldn't have put it past some dodgy operators.

Was just looking to see if there was ukgc guidance re deposits being returned for SE and instead came across an interesting page on the Pogg's website from 2016, where as an adr he was unable to look at a complaint that involved SE.
You do not have permission to view link Log in or register now.
:

"Unfortunately there’s not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we’ve have to work within their framework. While we are the appointed ADR for both SlottyVegas and BETAT, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, we're not allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected].

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated, but will not assist players in recovering funds in individual cases. To do that I believe that you will have to take the operator to court. I’m currently trying to get further details from the UKGC to assist players that wish to pursue this option."


and later in the replies...

Self-exclusion policies have been excluded from ADR intervention for 2 reasons:

1) Fraud in this specific area IS soaring. With the introduction of stronger guidance in this area many UK players are choosing to self-exclude then intentionally look for ways round their self-exclusion, allowing them to demand to be paid wins and demand that losses are returned. I'm certainly passing no judgement in this instance but I can see why the operator feels this is what you've done given that you've changed 2 core pieces of information that would have automatically prevented you from registering an account.

2) Operators can conform precisely to the terms of their license in this area but still be morally wrong. The ADR would be compelled to rule in favour of the operator in this type of situation, but the UKGC would rather they didn't. The UKGC view this as an area that need supervision directly by the regulator.

and the last post by the Pogg was:

1) Self-exclusion issues will remain reserved to the Gambling Commission. In other words, ADRs like ThePOGG.com cannot assist with this type of issue.

2) While the UKGC cannot directly force an operator to pay a player, where the commission find that an operator has not adhered to best practice it would be normal for the operator to to look to address the issue to be seen to comply with best practice. As such, if you've not already forwarded this issue to the Gambling Commission I would strongly suggest that you do so as your next step.

3) Your alternative to forwarding your issue to the Gambling Commission is to take legal action against the operator. The UKGC is considering publishing information for players on how to go about doing this, though I can give no information for the likely time frame within which this will be achieved.


I wonder if this situation has changed, it seems unfair that court action would be required, this has always been a concern of mine, the ukgc's approach to complaints, more or less 'sitting on their hands' but I don't know if that has changed by now, 3 years later. Companies have been fined for various breaches but are these just the big headline grabbing cases the ukgc cherry picks to pursue in order to set an example, and the smaller ones are left to take it to court [which for the sums involved probably won't].

It is still the case. If you want a refund after exhausting complaints procedures then an ADR will not resolve it if it's SE. The UKGC also state in EVERY email relating to SE that "we cannot help you get your money back". It's regulatory action. So that's it, your basically fucked unless you have stolen the money, in that case the UKGC can recover it and hit the operator with a large fine.

The system was broken. However, with the new rules after 7th of May there is some clear rules. If the casino don't follow section 17 LCCP they have to return the deposits made or face the consequences. With the new rules they should ALWAYS be able to spot an SE player before deposits are made. However, it seems that a handful of operators don't care less and still allow it. Will have to wait until there is a case on it for precedent, jury is out.
 

mack341

Meister Member
Joined
May 8, 2018
Location
south east england
It is still the case. If you want a refund after exhausting complaints procedures then an ADR will not resolve it if it's SE. The UKGC also state in EVERY email relating to SE that "we cannot help you get your money back". It's regulatory action. So that's it, your basically fucked unless you have stolen the money, in that case the UKGC can recover it and hit the operator with a large fine.

The system was broken. However, with the new rules after 7th of May there is some clear rules. If the casino don't follow section 17 LCCP they have to return the deposits made or face the consequences. With the new rules they should ALWAYS be able to spot an SE player before deposits are made. However, it seems that a handful of operators don't care less and still allow it. Will have to wait until there is a case on it for precedent, jury is out.

That sounds like it's better but still a bit unresolved and confusing. Reading between the lines of your post and the pogg's info, it would seem likely to me that the casinos lobbied for SE issues to be excluded from ADR. Hopefully this new verification requirement pre deposit will improve things.
 

EkJR

Meister Member
MM
Joined
Feb 3, 2018
Location
Glasgow
That sounds like it's better but still a bit unresolved and confusing. Reading between the lines of your post and the pogg's info, it would seem likely to me that the casinos lobbied for SE issues to be excluded from ADR. Hopefully this new verification requirement pre deposit will improve things.

There will be a couple of cases on it, at least, very soon...! Speaking to the UKGC about a certain operator at the moment who think they are simply above players and laws. Sure it will come out in due course.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Oh the poor casinos. There are laws written to cover the gambling sector of which casinos must abide by or they are in breach of those rules. Casinos are businesses and are expected to operate in an ethical, trustworthy manner. The rules are there so that they do so.

The vast majority of casinos do follow these rules and have robust systems in place to stop SE players gambling and allow them to monitor signs of problem gambling amongst their customers.

The ones who don't have the robust systems...If they can't cover that..how trustworthy are they really? Happy to accept money from people with serious addiction problems to line their pockets.


It is still the case. If you want a refund after exhausting complaints procedures then an ADR will not resolve it if it's SE. The UKGC also state in EVERY email relating to SE that "we cannot help you get your money back". It's regulatory action. So that's it, your basically fucked unless you have stolen the money, in that case the UKGC can recover it and hit the operator with a large fine.

The system was broken. However, with the new rules after 7th of May there is some clear rules. If the casino don't follow section 17 LCCP they have to return the deposits made or face the consequences. With the new rules they should ALWAYS be able to spot an SE player before deposits are made. However, it seems that a handful of operators don't care less and still allow it. Will have to wait until there is a case on it for precedent, jury is out.

Sorry, still no sympathy for players who are

- not doing their due diligence
- SE'ing willy-nilly
- not reading the terms
- not using the RG controls to limit their spending within their means
- are thinking GAMSTOP is the "cure all" tool
- not doing anything else than executing an SE or GAMSTOP to curb their addiction
- ...list by far not complete.

In the past decade, so much power has shifted towards the player, especially with regards to Responsible Gambling, that there is simply no excuse not to use tools that are available.

People search, research, compare and god knows what else when they are about to buy a tech gadget, kitchen appliance and anything else in their lives where they spend their hard earned money. Yet when it comes to casinos (where they also are spending their hard earned cash) they expect everything to be served on a golden platter.

IMO, 90 - 95% or maybe more of online casinos (properly licensed brands) operate as the regulations/laws dictate it. Are 90 - 95% or more of the gamblers playing by the rules/regulations/laws? I am sure not! :rolleyes:
 
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