Mr green redbet and winningroom

[Ebere123]

Please see chronology of events below

20th Feb - Opened an account with Mr Green, no issue, deposited and won £370.26 withdrew with no issue quickly. Then went on to deposit more Total deposits £510. Was not winning so reduced my deposit limit to £50

24th Feb opened account on winningroom, no issue, deposited £318, no win so decided to take a break for 30 days

26th Feb opened account with RedBet. Deposited £60 and won total withdrawal requested £660

Logged on to Mr Green to increase deposit limit,
no issue.

Logged on to REDBET following day and withdrawal not been processed but disappeared and £60 returned to account.

I contacted Redbet chat, who after being cut off twice, told me I had self excluded at winning rooms until 7.2.2022 so they had closed my account. Told them this was not the case and I had simply took a break for 30 days and was cut off chat.

Logged into Mr Green, account blocked, contacted Chat who told me the same and I was again cut off.

The following morning a contacted Winningroom on chat. Was told that I self excluded for 3 years on 7.2.19. I asked how this was possible as i had not opened the account until 24th Feb 2019. They looked further into the issue and found i had self excluded from Whitebet in 7.2..17

Firstly how was i allowed to open and deposit on 3 different sites over 7 days until this was picked up and also had 1 successful withdrawal it wasn't until a withdrew from REDbet that this was an issue.
Secondly i was unaware of the self exclusion from whitebet and i understand that this site is no longer open so how does it even still stand.

Any idea where I stand with all this sent message to support at all 3 sites 2 days ago but not heard anything yet.

 

[dunover]

Please see chronology of events below

20th Feb - Opened an account with Mr Green, no issue, deposited and won £370.26 withdrew with no issue quickly. Then went on to deposit more Total deposits £510. Was not winning so reduced my deposit limit to £50

24th Feb opened account on winningroom, no issue, deposited £318, no win so decided to take a break for 30 days

26th Feb opened account with RedBet. Deposited £60 and won total withdrawal requested £660

Logged on to Mr Green to increase deposit limit,
no issue.

Logged on to REDBET following day and withdrawal not been processed but disappeared and £60 returned to account.

I contacted Redbet chat, who after being cut off twice, told me I had self excluded at winning rooms until 7.2.2022 so they had closed my account. Told them this was not the case and I had simply took a break for 30 days and was cut off chat.

Logged into Mr Green, account blocked, contacted Chat who told me the same and I was again cut off.

The following morning a contacted Winningroom on chat. Was told that I self excluded for 3 years on 7.2.19. I asked how this was possible as i had not opened the account until 24th Feb 2019. They looked further into the issue and found i had self excluded from Whitebet in 7.2..17

Firstly how was i allowed to open and deposit on 3 different sites over 7 days until this was picked up and also had 1 successful withdrawal it wasn't until a withdrew from REDbet that this was an issue.
Secondly i was unaware of the self exclusion from whitebet and i understand that this site is no longer open so how does it even still stand.

Any idea where I stand with all this sent message to support at all 3 sites 2 days ago but not heard anything yet.

Yes, it doesn't matter that the casino closed, you still took a 5-year SE under the license (Whitebet 2017) and the operator is obliged to apply it across all brands. That said, as with many licenses they clearly didn't pick this up quick enough by cross-referencing. When they did, they should have voided play after that date and refunded deposits so your accounts were squared at zero. If they paid any winnings then they can calculate that in before zeroing the accounts.

As for MrGreen, that is still under a separate license, although they've merged with RedBet so that may explain why some data at MrGreen was picked up later then it was at RedBet.

 

[Ebere123]

What does this mean for me should I get the deposits back from winningroom and redbet, no withdrawal was made from these accounts?

And what about Mr Green. If under a separate licence why have they closed account due to self exclusion at Whitebet?

Thanks

 

[EkJR]

What does this mean for me should I get the deposits back from winningroom and redbet, no withdrawal was made from these accounts?

And what about Mr Green. If under a separate licence why have they closed account due to self exclusion at Whitebet?

Thanks

It means you should get all your deposits back as they can't have it both ways.

 

[Ebere123]

Hi thanks for the reply. What is a reasonable amount of time for them to get ack to me on this? It has now been a week since I emailed. When I speak to customer service they just say they can t tell me anything and it is with the relevant department

 

[Ebere123]

Hi

Just had a response for this saying they will refund the £318 from winningroom but will not refund deposits from MrGreen as they are on a different licence although they have closed my account due to internal processes.

Should I bother to argue the case with this or will I get nowhere?