Is Cool Off Treated the Same as Self Exclusion?

RichyJ75

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Quick summary.

I opened a couple of casino accounts and decided to take a 6 week cool off from one since it didn't float my boat and played at the other. Four weeks later, I open an account at a new sister casino, verify documents and then deposit. Hit an amazing win and submit a withdrawal request. Log on to chat to ensure everything is ok and they say it is all fine (I kept the transcript).

I then deposit at the other sister casino and make a profit so submit another withdrawal request.

Woke up this morning to find an e-mail from the newly opened account saying they have forfeited my monster win/withdrawal on the grounds that I have an account in cool off (set to automatically reopen in 2 weeks) and that my account has been closed. I also find my other account with the withdrawal request as being closed as well, but no contact from them.

Are cool off requests seriously being treated as Self Exclusion? I have never had an issue with this in the Gamesys group of casinos.
 

4048

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If it was the same as self-exclusion then you shouldn't have been able to open the accounts in the first place, no? This seems like fishy business practice to me.

But I don't have much experience from UK casinos, so don't take my word for it.
 

RichyJ75

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Well, the UKGC state a self exclusion should be for a minimum of 6 months to 5 years, longer if required. Therefore a cool off, in my eyes, is not a self exclusion as that is 24 hours up to 6 weeks! Plus a CO reopens automatically once expired, but SE you have to apply to get account reopened, etc etc.

It definitely seems they are using rules for one to apply to another in a bid to stop payment.

I have never used PAB before, but feel one may be looming ......

I await the casino's response. I have screenshots of their RG page saying that in the UK a SE is minimum 6 months, so I am puzzled why they are applying part of SE rules to a CO which is a much shorter period.
 

Tirilej

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Some casinos are so stupid that if you have a cool off period at one place then they include the others in the group too. Read their rules because it should say so.
That should not be a reason for denying a cashout though since you obviously had no problem opening the account.
Do a PAB please so they have to give a clear reason. It should not be treated as a Self Exclusion.
 

RichyJ75

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Well, Trilej, their RG page says that SE starts from 7 days, but then there is a sentence say 'For UK Players, the minimum period for self-exclusion will be 6 months.'

Therefore as I am from the UK, I have NOT entered into SE as I only wanted a CO (as still playing at sister casino) and as such, they should not be implementing all the other conditions of SE to my account.

And I am rather impressed at how I have not swore once ...... !!!
 

Tirilej

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So are you saying that they don't have any rules when it comes to cooling off?
Would you please give us the names of this casino? Do they have a rep here and if so, have you talked to them?
Maybe they can explain it more.
 

Naok777

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Sounds like a good reason to submit a PAB if you can't get it sorted with them.
 

4048

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So are you saying that they don't have any rules when it comes to cooling off?
Would you please give us the names of this casino? Do they have a rep here and if so, have you talked to them?
Maybe they can explain it more.

He mentioned Gamesys group, so jackpotjoy, virgin, monopoly etc
 

Tirilej

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He mentioned Gamesys group, so jackpotjoy, virgin, monopoly etc

No, he just said that he never had any issues with this in Gamesys group, so I assume this is another group. I hope he will tell :)
 

dunover

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Right, I guess maybe the Bear Group? BGT, Slingo etc? They will automatically apply (as many do) the TAB to ALL sister sites and this is considered good practice by the UKGC. The difference between SE and TAB, aside from the timescales, it that after an SE you need to apply to reopen your account and then have a 24-hour cooling off period, whereas with TAB you can simply log-in as soon as it expires.
Some groups like Gamesys only apply the TAB to the individual casino, but this isn't usual.
 

RichyJ75

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It is within the Viral Interactive group of casinos.

The closed account scenario only came into effect upon trying to make a withdrawal - bit like the Everymatrix issues, but this wasn't down to self exclusion.

I couldn't see correct rules for Cooling Off which were applicable to the UK since the data supplied was over ruled by the UK comment. It seems 'Cooling Off' means the same as self exclusion to them, but naturally SE in the UK is for a minimum of 6 months.

mobocasinoexclusion.jpg
 

RichyJ75

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Bit more to add to this:

I originally opened an account at LuckyCasino. Docs verified, deposits made, played a bit, no luck, so took a break/cool off for 6 weeks. Couple of weeks later, tried OneBet (all part of Viral Interactive group). Docs verified, account approved, deposits made but no luck there either (plus not all options available to UK due to restricted licence - (ONLY POOL-BETTING AND CASINO IS OPEN FOR UK PLAYERS FOR NOW. WE AIM TO GET A UK SPORTSBOOK LICENSE IN Q1 2018) so took a break/cool off there as well.

LuckyCasino then reopened my account so I made another deposit, won and made a withdrawal request. I also, at the same time, opened account at MoboCasino, docs verified, deposit made and a huge win. Withdrawal request submitted.

I then receive e-mail from MoboCasino saying my win is being confiscated as there are still a few days left on an account cool off at OneBet. Account was then closed closed. I then check LuckyCasino to see they have closed my account there as well and winnings confiscated.

So, despite accounts being verified, documents approved, deposits made, confirmation from live chat saying account is fine and LuckyCasino reopening my account, it still goes tits up and I end up losing well over a thousand quid.

Plus it seems they only want to supposedly return my deposits which directly attributed to my wins, none of the other numerous deposits!
 

dunover

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This text refers to SE - it seems they are confused here, as TAB is not mentioned and the 7-day bit referring to SE is complete bullshit as SE is absolutely NOT cancellable by writing an e-mail. You write that e-mail AFTER the SE period has expired, not during it. Seems like a cowboy outfit to me.
 

RichyJ75

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This text refers to SE - it seems they are confused here, as TAB is not mentioned and the 7-day bit referring to SE is complete bullshit as SE is absolutely NOT cancellable by writing an e-mail. You write that e-mail AFTER the SE period has expired, not during it. Seems like a cowboy outfit to me.

Something else which is a bit fishy. I searched their licence number at the UKGC, but nothing came up, so searched for the company and it says the remote licence is pending. Does this look fishy to anyone else?

viralpage.jpg viralUKGC.jpg
 

Valerius

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I believe Viral only has a license on MGA on netent, rest curacao. So you were playing netent?
And did not find that at uk. I believe they have a group named Fortuity or something. And astral bet is connected i found out, they also changed the terms of my country exclusion on that casino after my MGA complaint. Plus another casino I found out on the Pogg website called VIP room, where someone was not getting his winnings cause they suddenly excluded his country. Pogg calls it vivid Technology
 

Valerius

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On askgamblers i see they are called Victores casinos NV and have swedencasino and ahacasino.

At least they stick to names beginning with a V :lolup:

This sounds great as well: Valerius Limited ( to play hahahahah)
 
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