Hyper Casino refusing to pay out £1150

[EkJR]

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!

The last part of your post is key. These are registered businesses, it should be 100% abiding by the laws and regs. There are now rules which should render SE issues obsolete yet they still come up and players are still able to waltz past things with certain operators. There can be no excuses for that. Addiction is a whole different world, anything that can be done to take away what the players crave makes such a difference. It doesn't stop the addiction but it sure as hell helps.

 

[Harry_BKK]

The last part of your post is key. These are registered businesses, it should be 100% abiding by the laws and regs. There are now rules which should render SE issues obsolete yet they still come up and players are still able to waltz past things with certain operators. There can be no excuses for that. Addiction is a whole different world, anything that can be done to take away what the players crave makes such a difference. It doesn't stop the addiction but it sure as hell helps.

For a gambling addict, the first and most important step is and always will be to cut off the access to money. No GAMSTOP or SE will work as intended without that. Instead, they will be only stumbling blocks to continue the addiction.

Operators sure have to do their part, there was and never will be a doubt about it.

I worked voluntarily for years in a help organization and you would be amazed with what kind of tricks addicted gamblers come up to have their flutter.

I am a gambler too who went through all the ups and downs but at the time there was virtually nothing to help a player. So I set up a higly convoluted system that stretches through different countries to help myself, and it all has to do with access to money. I semi-retired at 48 thanks to the set-up. And I didn't ask a single casino to self-exclude me.

The key is always cutting off the money akin starving a fire of wood to burn.

 

[Harry_BKK]

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.

Very pleased to hear you went much further than just signing up to GAMSTOP.

Doing GAMSTOP is only one step of many to curb the addiction. Keep going and you will feel the power over yourself / your actions coming back to you. That is much more gratifying than any mega hit on a slot.

 

[goatwack]

Very pleased to hear you went much further than just signing up to GAMSTOP.

Doing GAMSTOP is a only one step of many to curb the addiction. Keep going and you will feel the power over yourself / your actions coming back to you. That is much more gratifying than any mega hit on a slot.

Going 'clean' for a duration is a much better feeling than slotting, done it myself a few times. Will do so again

 

[EkJR]

For a gambling addict, the first and most important step is and always will be to cut off the access to money. No GAMSTOP or SE will work as intended without that. Instead, they will be only stumbling blocks to continue the addiction.

Operators sure have to do their part, there was and never will be a doubt about it.

I worked voluntarily for years in a help organization and you would be amazed with what kind of tricks addicted gamblers come up to have their flutter.

I am a gambler too who went through all the ups and downs but at the time there was virtually nothing to help a player. So I set up a higly convoluted system that stretches through different countries to help myself, and it all has to do with access to money. I semi-retired at 48 thanks to the set-up. And I didn't ask a single casino to self-exclude me.

The key is always cutting off the money akin starving a fire of wood to burn.

I think though that with the new laws combined with Gamstop then there should not be any circumstance where an excluded player can access these sites in the UK. Unfortunately, as I have again proven elsewhere, it can still be done. There are 3 operators who electronically verified details which were wrong. There were 3 operators who missed glaring differences on ID and address documents in their verification checks. These are fundamental basic issues. Every other operator has a robust electronic system or if there is any doubt they do actually read these documents and find the issues and deny verification. These operators need to be taken to task otherwise we have clear was for circumvention by those with problems again. The UKGC are aware of the names and will take action accordingly, I hope they throw the book at them. But for the 6 operators mentioned these rules will get rid of underage gambling, SE issues and money laundering problems in the UK online.

As you say, addiction is horrible and these players will always find a way...but if the above works they soon won't.

 

[Harry_BKK]

I think though that with the new laws combined with Gamstop then there should not be any circumstance where an excluded player can access these sites in the UK. Unfortunately, as I have again proven elsewhere, it can still be done. There are 3 operators who electronically verified details which were wrong. There were 3 operators who missed glaring differences on ID and address documents in their verification checks. These are fundamental basic issues. Every other operator has a robust electronic system or if there is any doubt they do actually read these documents and find the issues and deny verification. These operators need to be taken to task otherwise we have clear was for circumvention by those with problems again. The UKGC are aware of the names and will take action accordingly, I hope they throw the book at them. But for the 6 operators mentioned these rules will get rid of underage gambling, SE issues and money laundering problems in the UK online.

As you say, addiction is horrible and these players will always find a way...but if the above works they soon won't.

Again, GAMSTOP is only one tool and should never be done as a single "cure all" step, if you are serious about curbing the addiction.

Installing NetNanny or the like would be the second step, straight after executing GAMSTOP. Then cut off the access to money...etc etc.

You are trying extremely hard to find faults with casinos. As with everything else there will be some "grey" and "black" sheep in between. Plus, if you want to find a fault, you will always stumble across one at some point if you look long enough.

I have yet to hear something from you that says the player needs to do more too, not just the casino. These GAMSTOP shortcomings are small technicalities and getting it 100% will just be a smokescreen for players to say "Oh, I signed up to GAMSTOP but....." . An addicted gambler will then sign up with a Curacao casino by using VPN and other stuff. There are always alternatives as long as a player does not have a plan with multiple tools.

Again, GAMSTOP can only be one part of an entire plan.

 

[pinnit2014]

I can see both sides re this but to be honest i always struggled to reconcile how casinos had all this technology to identify better patterns, anti-fraud controls yet, oddly, found it impossible to identify players who, when SE, were able to sign up to sister sites (even if the same details). Strange that.

The bigger challenge they're gonna face is the handing down of responsibility to identify problem gamblers - it's going (is?) to result in casinos making arbitrary decisions about a players playing habits, them taking on the role of credit assessors etc. That, there, i'm not really that comfortable with and can imagine it's going to result in sledge hammers crushing nuts.

IMO 1. Stop players signing up if SE/underage and 2. Offer them RG tools, is sufficient. But at the same time i get that, given the product they're offering, there may be greater expectations placed on them due to the position they're in. Obviously that's where the UGGC want them with the fines they're handing out for not risk assessing/monitoring players.

Best get all those GOLD's in before they're a thing of the past

We're strange creatures - some will slam the casinos for not doing a,b,c and when they so we'll be the first to shout 'auch, i can't believe they're asking me for x,y,x'. Certainly I wouldn't be surprised to see casino's eliminating some of the risk of those players they have concerns about by simply closing accounts when they flag up.

 

[EkJR]

Again, GAMSTOP is only one tool and should never be done as a single "cure all" step, if you are serious about curbing the addiction.

Installing NetNanny or the like would be the second step, straight after executing GAMSTOP. Then cut off the access to money...etc etc.

You are trying extremely hard to find faults with casinos. As with everything else there will be some "grey" and "black" sheep in between. Plus, if you want to find a fault, you will always stumble across one at some point if you look long enough.

I have yet to hear something from you that says the player needs to do more too, not just the casino. These GAMSTOP shortcomings are small technicalities and getting it 100% will just be a smokescreen for players to say "Oh, I signed up to GAMSTOP but....." . An addicted gambler will then sign up with a Curacao casino by using VPN and other stuff. There are always alternatives as long as a player does not have a plan with multiple tools.

Again, GAMSTOP can only be one part of an entire plan.

I'm finding fundamental flaws though, it's not even trying hard to find them. Not being able to check the DOB on sign up vs passport is simply staggering incompetence. If the players details matched initially then 99 time out of a hundred the check would pass electronically. The reason it goes manual is because it doesn't match electronically or not on the voters roll at an address. There can't be that many instances of this, but operators still manage to miss details in this basic manual check.

Of course players need to take responsibility and the tools available to curb their habits are good. I would like to see a deposit limit that cannot be changed for say a 3-6 month period and the removal of a daily limit. The point still remains that the new rules mean that there should be no cases of SE players able to access accounts now so a clear statement or directive, as Colinsunderland stated, would end it once and for all.

 

[dreamguardian1]

While Jan did report accurately and the OP reported to our knowledge accurately, I think this also brings up an issue overall for all gaming sites and this also falls IMO not just on the OP but also on the casino to accurately report all terms and conditions (readable and not in small print). Many players will not know that self exclusion rather than just not playing will void any winnings. My issue with this clearly is the fact that the casino continued to take the OPs money for deposits but only decided to void winnings and return deposits after a win was done. Granted this probably could have been done during an earlier verification process. ALso lets define self exclusion. Who wants to get emails everyday in bunches from casinos that we don't play at. I know I don't....

 

[AR1886]

And I think that's the key, it shouldn't be getting to the stage where deposits have been made, until the checks and full verification is complete I don't believe there should be deposits allowed.

This would in turn alleviate so many of these cases (including my own!), if you are signing up and haven't excluded/already have an account/excluded at a partner site then simply you can't set up another account. It surely would make life so much easier for the customer services teams at the casino's?

Unless of course it's actually beneficial to allow the problem gamblers to sign up, lose their money and then either have to jump through hoops to receive their monies back or just simply not get their money back.

 

[AR1886]

Very pleased to hear you went much further than just signing up to GAMSTOP.

Doing GAMSTOP is only one step of many to curb the addiction. Keep going and you will feel the power over yourself / your actions coming back to you. That is much more gratifying than any mega hit on a slot.

Thank you, I can completely understand the frustrations of the regular posters when these situations arise and arise frequently. That being said from the perspective of someone who has relapsed and lost despite exclusion, the policies in place could and should be more rigid.

I'm comfortable in my own mind that any monies recovered from my claims just now will go towards sorting out some of the mess that gambling has got me into. It would be bonkers to chase and pursue legitimate losses, though I think in the case where there exclusions aren't being put in place properly then it should be highlighted - otherwise the issues simply won't go away.

 

[EkJR]

And I think that's the key, it shouldn't be getting to the stage where deposits have been made, until the checks and full verification is complete I don't believe there should be deposits allowed.

This would in turn alleviate so many of these cases (including my own!), if you are signing up and haven't excluded/already have an account/excluded at a partner site then simply you can't set up another account. It surely would make life so much easier for the customer services teams at the casino's?

Unless of course it's actually beneficial to allow the problem gamblers to sign up, lose their money and then either have to jump through hoops to receive their monies back or just simply not get their money back.

As said, if it was after the 7th of May you signed up then you should never have been able to deposit. Or was this prior to that?

 

[AR1886]

It was after that mate.

 

[dreamguardian1]

It was after that mate.

SO my question then becomes (and you may have answered it already). Why did you self exclude from the other sister sites? IF it was due to gambling problems they should have set terms in place and a contract to sigh say six months after that you can go back and you understand. BUT if you opted out of the others due to just spam constantly that's a whole different story altogether and they should not have accepted deposits until the account issues were resolved. Im tired so thi smay be slightly jumbled

 

[dreamguardian1]

It was after that mate.

ALL that said, im going to be the Casinomeister Cheerleader here and tell you to use this forum and use it well, read all the posts from other members about things with casinos, rules, terms etc the members here will help you, KK will help you and you can learn a lot just by reading. Some players don't gamble anymore and just stay on here to help others. This is a good site with good people from all over the world.

 

[AR1886]

Thanks for your reply, I appreciate it. It may be a bit further down the line I use the site regularly as I feel I should be careful on too much discussion on gambling, but I’ve certainly found the topics I’ve read of interest.

I excluded for five years due to gambling problems in October 2018.

 

[dreamguardian1]

Thanks for your reply, I appreciate it. It may be a bit further down the line I use the site regularly as I feel I should be careful on too much discussion on gambling, but I’ve certainly found the topics I’ve read of interest.

I excluded for five years due to gambling problems in October 2018.

I get it. I work with a lot of my clients on addiction issues, most of my clients deal with drugs, alcohol, mental health but a few have gambling addictions. Sending massive hugs.

 

[AR1886]

Thanks - getting there slowly but surely.