Good afternoon,
Now that the dust has settled, I felt it is important to share the facts with you all in regards to our Free Spins Promotion that ran last week and why we have closed a number of accounts and how we are resolving the matter:
We permanently closed a number of customers accounts, exercising our right under clause 15.2 of our T&C’s.
The reason for the closure of these customers accounts is due to breaches that relate to Clause 13 of our General Bonus T&C’s.
Specifically, we have determined that these customers have adopted a ‘low risk or risk free betting strategy’. Our T&C’s provide customers with useful and practical examples of what we constitute acceptable or unacceptable behaviour.
I am now in a position to specifically state the key breaches these customers have committed;
• ‘operating multiple and/or linked accounts,’
- Significant proportions of customers were operating multiple accounts themselves. As you will know spreading risk across multiple accounts can significantly reduce the risk taken by an individual.
- Furthermore, our promotions are always limited to one per person (unless otherwise specified).
- Whether or not an individual operated multiple accounts themselves, each effected customer is linked and colluded in an attempt to unfairly take advantage of this promotion. We have extensive evidence that shows these customers are part of an organised group, with substantial levels of communication between these individuals, all focused upon taking an unfair advantage of operators promotions and employ risk reduction strategies, this time targeting Metro Play.
• ‘Bonuses offered by Metro Play are intended for genuine recreational players only.’
- All individuals effected are either directly members of or are related to a bonus abuse forum.
- The published strategy of this forum is profiteering from Gambling websites by using strategies such as, but not limited to:
• Running multiple and or linked accounts
• Seeking loopholes in operators promotions or terms and conditions
- All of the above are in direct opposition to recreational play and not in the spirit of why we offer genuine customers promotional offers.
- Furthermore, any individual who has operated multiple accounts is in breach of clause 6.5 of our T&C’s, which states ‘You may not have multiple accounts. Only one account is permitted per customer.’
Now that we are clear on the facts, here is how we are fairly resolving this issue:
• Firstly, we have honoured this promotion with all genuine customers, which for the record is the vast majority of individuals who opted in.
• The only customers effected by these actions are individuals who have broken the rules.
• We have communicated to all customers who we have identified as breaching our T&C’s that we will AS A GESTURE OF GOODWILL AND WITH NO ADMISSION THAT THE AFOREMENTIONED CUSTOMERS ARE NOT IN BREACH OF OUR TERMS AND CONDITIONS refund deposits for this promotion (£75). As a result no customer will be out of pocket in any way.
• As a further gesture of goodwill, any customer who won money as part of their game play, will receive those winnings.
• We will not be honouring the free spins promotion to these customers due to the nature of their intentions and the fact that a number of our T&C’s as stated above have been breached.
• All these individuals account will remain closed permanently and they are not welcome to operate directly or indirectly an account with Metro Play.
To summarise, rules have clearly been broken by a number of customers in relation to this specific promotion.
We have honoured this promotion with the vast majority of genuine customers. Due to the breaches of our T&C’s that are clearly set out above and on-site we have had to close a number of accounts.
As a gesture of goodwill and with no admission that the aforementioned customer are not in breach of our T&C’s, not only are we refunding all deposits for this promotion (£75) any customer who won money as part of their game play will receive their winnings.
Due to the serious nature of this incident, it may take up to 30 days for customers to receive their refund and winnings, however we do not envisage it taking this long.
If you have any questions do not hesitate to DM me.
Thanks
Luke
