1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

Is Cool Off Treated the Same as Self Exclusion?

Discussion in 'Payment Processing Issues' started by RichyJ75, Dec 20, 2017.

    Dec 20, 2017
  1. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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.
     
  2. Dec 20, 2017
  3. 4048

    4048 Experienced Member

    Occupation:
    Site manager
    Location:
    Malta
    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.
     
  4. Dec 20, 2017
  5. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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.
     
  6. Dec 20, 2017
  7. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
  8. Dec 20, 2017
  9. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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 ...... !!!
     
  10. Dec 20, 2017
  11. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
  12. Dec 20, 2017
  13. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    Sounds like a good reason to submit a PAB if you can't get it sorted with them.
     
  14. Dec 20, 2017
  15. 4048

    4048 Experienced Member

    Occupation:
    Site manager
    Location:
    Malta
    He mentioned Gamesys group, so jackpotjoy, virgin, monopoly etc
     
  16. Dec 20, 2017
  17. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    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 :)
     
  18. Dec 20, 2017
  19. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
  20. Dec 20, 2017
  21. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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.

    Is Cool Off Treated the Same as Self Exclusion?: mobocasinoexclusion.jpg,Dec 20, 2017
     
  22. Dec 20, 2017
  23. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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!
     
  24. Dec 20, 2017
  25. dunover

    dunover Unofficial T&C's Editor CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    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.
     
  26. Dec 21, 2017
  27. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    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?

    Is Cool Off Treated the Same as Self Exclusion?: viralpage.jpg,Dec 21, 2017 Is Cool Off Treated the Same as Self Exclusion?: viralUKGC.jpg,Dec 21, 2017
     
  28. Jan 19, 2018
  29. Valerius

    Valerius Member PABnononaccred

    Location:
    N/A
    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
     
  30. Jan 19, 2018
  31. Valerius

    Valerius Member PABnononaccred

    Location:
    N/A
    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)
     
    Last edited: Jan 19, 2018

Share This Page