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L&L Casino's - Beware of one account rule

Discussion in 'Online Casinos' started by Nicola, Jul 15, 2015.

    Jul 15, 2015
  1. Nicola

    Nicola Taking a break mm1

    Just a heads up, you are only allowed ONE active account across the network of L&L group of casinos. These include All British Casino, Free Spins Casino, No Bonus Casino and several more under their Gambling Commission license.

    Myself and business partner have fell foul of these rules (even though the terms and conditions do not state this) and have had our accounts closed with NO refund of deposits. These accounts were being used to test withdraw/support levels for our upcoming affiliate site.

    When confronted via live chat, they admitted their current terms and conditions do not specify this rule and are enforced by the UK Gambling Commission. Which is odd considering Casino Rewards, 32Red etc allow it???

    They abruptly ended the chat with my business partner and are now refusing to enter into any further correspondence by this method.

    Would be interested in the Casino's rep response on this matter and hopefully this thread will prevent any problems for other players who may have more than one account.
    10 people like this.
  2. Jul 15, 2015
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    Wow! Very surprising read indeed!

    Massive thank you for the heads up on this one as I was so very close to joining Free Spins Casino last night! Instead I opted for a deposit on my only existing account at this network (All British)

    You prob's know this already Nicola being 'in the know' and all that but their rep is VERY helpful and I have had numerous dealings via PM, all dealt with promptly and more to the point also amicably.


    Maybe worth a quick PM? Nothing to lose etc?

    Best of Luck
  4. Jul 15, 2015
  5. dunover

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

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    1. They admitted their terms were incomplete.
    2. Therefore the fact you deposited there in breach of these 'invisible terms' is not your fault.
    3. Irrespective of (1 & 2) they are not entitled to keep your deposits as the account is null.
    Should they do so take all possible actions to retrieve them. IMO they should be rogued for this and I also believe this a breach of UKGC conditions.
    3 people like this.
  6. Jul 15, 2015
  7. Nicola

    Nicola Taking a break mm1

    Two of the accounts were opened several years apart and their response was "you mislead us" by signing up by two different e-mail addresses and IP addresses. On the first matter, to combat and track spammers who doesn't use a different e-mail address for each casino or regularly change the address. Secondly, as the accounts were opened years apart, of the course the IP address would be different!

    Funny enough, three accounts within the L&L Group have been fully verified under the same name with withdrawals processed and received in the last six months. If their checks were thorough this would have been flagged by them instead of closed when we questioned their own terms and conditions.

    A complaint will be made to them tonight about refund of deposited monies (it's not much anyway) but I feel once they take another look at what's happened they will see they have made the mistake by not including the rule in the terms and conditions.
  8. Jul 15, 2015
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Self- Employeed
    Let's hope so...

    I had built up quite a high level of trust for this casino and do make at least one deposit a week, down to the fact of their responsive rep, decent support (at the time I needed them) and an older post of yours mentioning quick payouts (although I'm still yet to manage my 1st w/d from them)

    I will however be keeping a very close eye on this thread!
  10. Jul 15, 2015
  11. JackTenOff

    JackTenOff Webmaster webmeister

    wow, that's a pretty crappy attitude. Considoring the most UK isps change your IP every time you connect the chance of getting the same ip again would be incredibly rare.

    I would lodge a complaint with UKGC since you followed their terms as they were.
  12. Jul 15, 2015
  13. onkel

    onkel Experienced Member PABnonaccred

    Larnaca, Cyprus, Cyprus
    Very surprising indeed, I've got an account at all L&L casinos with the same details registered with all of them - also have verified and made withdrawals from most. I'm not under UKGC though, but there seems to be more to this story.
  14. Jul 18, 2015
  15. L&L-Jan

    L&L-Jan Affiliate Manager for Accredited Casinos

    Affiliate Manager
    Hi Nicola,

    Please sent me the email addresses related to the closed accounts so I can lookin to this matter.
    In the event there is balance, of course we will refund the money!

    Thanks in advance,

  16. Jul 18, 2015
  17. L&L-Jan

    L&L-Jan Affiliate Manager for Accredited Casinos

    Affiliate Manager
    At this moment we are undergoing massive changes in line with our UKGC license. As a result it is not possible for UK players to open new accounts at our casinos. Nevertheless, when your country setting in your account is set to the United Kingdom you should be able to read the terms and conditions which are approved by the UKGC and which only apply to players from the UK. So basically the information should definitely be specified in our terms and conditions. I shall check this immediately.

    Bottom line is that players should not experience any problems as we block the option to deposit and play our games in the event a new customer from the UK signs up at one of our casinos.

    I'm not sure why your account is closed and why no refund has been paid - as mentioned before you shouldn't even be able to make a deposit as we block access to this particular page / function.

    Nevertheless I would be more than happy to solve this problem for you but please provide me the email addresses of the accounts so I can look in to it.

    Just to clarify some things for players residing in the UK and who therefore play under our UKGC license:
    Your first account will remain your only account within our group. It will be possible to register an account at one of our casinos, we have systems in place to detect if you have previously registered at one of our casinos. If you have an active account or an account that is self excluded we block access to specific pages / functions that will not allow you to deposit and play. A warning message is clearly displayed with the advice the contact our support for more information.

    If you have any specific questions please let me know!

    Nicola, looking forward to hearing from you.

    Kind regards,

    2 people like this.
  18. Jul 18, 2015
  19. bart1981

    bart1981 Quit Gambling

    I cant imagine anyone going to have problems with l&l casinos..

    Its the only place I deposit at lately because they have good service and a nice selection of games..

    However, seems they have removed Yggdrasil games, which sucks ;)
    1 person likes this.
  20. Jul 18, 2015
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    The system is flawed, you are going to have some UK players who don't get properly detected and blocked in the same way that you get people who bitch and moan at the BBC because they are blocked from using the iPlayer for "not accessing iPlayer from within the UK" whilst they are sat in front of their computer IN the UK.

    The response from support here is appalling, they just got unlucky because they were being "mystery shopped" at the time, and so this issue got exposed.

    The idea that it's the UKGC imposing this one account rule looks BS, as this is NOT a rule that the UKGC apply to any other licensee. I don't see the UKGC telling 32Red that it must close my Dash account, nor telling Casino rewards that it must close all but one of my accounts on just one skin.

    CS then trying to make accusations of fraud only makes matters worse. Whether or not CS were aware of the changes taking place, there is no excuse whatsoever for the attitude they have shown in this case, and which no doubt is being experienced by other UK players. If accounts were opened "years apart", then these would be old accounts that would not be affected by current blocking used to prevent new UK players from registering and making deposits during the licensing changes.

    Ideally, the licensing changes should have been handled better so that they did not affect players. You risk losing customers over this, and it will be an uphill struggle trying to get them back if they have found somewhere else to play.
  22. Jul 28, 2015
  23. Nicola

    Nicola Taking a break mm1

    Been well over a week and still no response or acknowledgement of the complaint which was sent to you via email. You have stated in this thread you will refund but my business partner notes this has not been received.

    Are you planning on making adjustments to your terms and conditions regarding the one account rule?
  24. Jul 31, 2015
  25. Nicola

    Nicola Taking a break mm1

    I think two weeks is long enough, L&L have failed to respond to an official complaint or acknowledge its existence.

    Time to pass onto UKGC? It's only a small deposit which they have said here they would refund but haven't :(
    2 people like this.
  26. Jul 31, 2015
  27. cncas2123

    cncas2123 Senior Member MM

    But the rep has time for a bit of site self promotion on a different thread? A bit embarrassing for them that they are so obviously ignoring your issue and I am sure that plenty of people on CM can see that.
  28. Jul 31, 2015
  29. L&L-Jan

    L&L-Jan Affiliate Manager for Accredited Casinos

    Affiliate Manager

    Thanks for a reminder.

    I've requested to provide the usernames which I haven't received yet. Could you please do so? Otherwise I'm not aware of the account we are talking about and without this knowledge I'm not able to solve the problem.

    Thanks in advance!



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