Resolved Mummys gold casino locked my ACC (SELF EXCLUDED IN AN OTHER CASINO)

twotone

Dormant account
Joined
Feb 13, 2012
Location
ireland
Hi folks.
Where to start,
Opened a ACC with Mummysgold casino monday morning.
Logged £50 got 60 bonus after speaking to live chat. lost.
logged £50 lost.
logged £50 lost.
Got 20 free spins in hot ink through live chat.
Was up to £110 when lost connection.
Logged back on and my ACC was locked.
spoke to live chat

Taz: Hello,

Taz: My name is Taz

Taz: How may I assist you today?

stephen: username; .........

stephen: lost connection to casino now it says acc locked? WTF.

Taz: The account was locked by our Operations Department

stephen: WHY

Taz: You have requested self exclusion on one of your accounts

stephen: NEVER SELF EXCLUDED IN MUMMYS GOLD CASINO

stephen: HELLO

Taz: It is across the gaming board unfortunately

stephen: It is across the gaming board unfortunately.what do you mean.

Taz: If you request an exclusion then all bingo sites operation under the Microgaming label will be affected

Taz: We are unable to assist you further at this time

Taz: Anything else that I can hlep you with

stephen: WHERE IS THAT ON MUMMYS GOLD CASINO.

stephen: hello

Taz: It does not specify

stephen: mummys gold will refund me the 150euros I deposited today then.

stephen: hello

stephen: hello

stephen: mummys gold will refund me the 150euros I deposited today then.

stephen: hello

stephen: hello

Taz: Thanks for your patience, the account is currently locked

Taz: and will remain that way until further notice

stephen: mummys gold will refund me the 150euros I deposited today then.

stephen: Why take my money.Why not tell my self exclusion before I played.


Taz: The account can only reviewed within 24 hours of registration

stephen: WHY

stephen: HELLO

1st my ACC was locked after 8hours not 24hours.
Mummysgold are now saying if I self exclude on any of there casinos I auto self exclude on them all.
I have checked all there casinos and there is NO term under self exclude or no where else to prove this.
below are the terms

RESPONSIBLE GAMING
The Palace Group is committed to doing everything possible to give Players an enjoyable playing experience, whilst recognising that gambling can cause problems for a minority of Players. To ensure that you continue to enjoy safe and manageable play we fully support Responsible Gaming and have measures in place to offer checks.
Click here for more information.
Diagnostic Screen for Gambling Disorders
If you want to evaluate whether to modify or seek help for your gambling behaviour please click here.

Verify Me - Identity Checks
The stringent steps we take to ensure that only people of age enter Online Casino include using VerifyMe.
An international fraud prevention service, VerifyMe integrates government-issued ID database checks, algorithms and
web-based signatures to verify the age and identity of new players.

Any details we request from you are purely to verify your identity - this is both for your protection and for ours. If you
have any questions, please do not hesitate to contact us at any time.

If you share your computer with friends or family who are under the legal age to participate in our games and you would
like to restrict their access to this site, please click here to register with this filtering company.

Protection of Minors
With the Internet so readily accessible in homes around the world, responsible online gambling relies heavily on
responsible parenting. In order to ensure child safety on the Net, The Palace Group encourages its Players to make use
of filtering software to prevent minors from accessing inappropriate online material. Underage gambling is not only illegal,
but can also result in gambling dependencies and huge gambling debts incurred by unsupervised children.

Tips for Parents:
• Do not leave your computer unattended when your casino software is running.
• Password-protect your Casino program.
• Do not allow persons under 18 to participate in any gambling activity.
• Keep your Casino/Poker Room account number and credit card(s) out of the reach of children.
• Do not save passwords onto your computer. Write them down instead.
• Limit the amount of time your children spend online and make use of software to prevent your children from accessing inappropriate material.

Other Important Tips:

• Make sure that your decision to game is your personal choice.
• Establish limits for purchasing, wagering and even losses before you commence gaming.
• Never game if:
- You are younger than the legal gaming age
- It interferes with your daily responsibilities
- You are in recovery for any dependency
- You are under the influence of alcohol or any other substance
- Attempting to make up for prior losses
- Your primary aim is to recoup your debt with your winnings

If you or someone you know has a gambling problem, consider assistance from any one of these organizations:

• Gamblers Anonymous:
You do not have permission to view link Log in or register now.

• National Council on Problem Gambling Helpline: 1-800-522-4700
• GamCare (UK Based) Helpline: 0845-6000-13

Self Exclusion
If you would like to self exclude yourself, please contact support and state how long you would like to be excluded from ONE of our Casinos. Please note: the minimum ‘Self Exclusion’ period is 6 months.
Click here to email support.

Cooling Off Period
Should you wish to temporarily exclude yourself from one of our Casinos, please contact support directly and state exactly how long you want to be excluded for. Please note: the minimum ‘Cooling Off’ period is 24 hours and the maximum period is 6 months.
Click here to email support.

Contacted support and emails below

casino;

From: Mummys Gold Casino To: Sent: Monday, 30 April 2012, 10:03 Subject: Welcome to Mummys Gold Casino Mummys Gold Follow thislink to view as a webpage. Hello Stephen, Congratulations on successfully registering a € Account at Mummys Gold – a premium online casino. Your account number is: ......... There are a number of exclusive offers available to you as a new Mummys Gold player. Click on the links below to find out more about making the most of your exclusive casino membership. * New Player Welcome Bonus Enjoy up to £/$/€500 FREE with one hour of Free Play as a new player at Mummys Gold casino. Start the clock and start winning now… Click Here to view full details about the Welcome Bonus. * Validate your email address We will e-mail you details of all of our lucrative weekly offers and promotions. We also send all players news about the latest new games and exciting competitions. Click below to validate your e-mail address and be part of the magic at Mummys Gold. Click Here to validate your email address. * Loyalty Club Account A Loyalty Club Account has automatically been created for you - this entitles you to cash-in on Club Points, which are instantly awarded each time you play. Click Here to learn more about your Loyalty Club Account. * Banking with Mummys Gold Mummys Gold has a wide range of secure and easy to use deposit and withdrawal facilities. Every transaction you make with us is always safe and secure. Click the link below to find out more about which payment option suits you best. Click Here for a comprehensive list of banking options. * Mummys Gold Newsletter - monthly publication In addition to keeping you up to date with all the latest news and goings on at the casino, you’ll also be able to find out about all the latest competitions in your monthly Mummys Gold Newsletter. Click Here to view this month's Mummys Gold Newsletter. Our professional support team is on hand 24 hours a day, 7 days a week to ensure that all aspects of your gaming experience at Mummys Gold are of the highest standard. Contact support using the details at the bottom of this e-mail. Welcome to the magic of Mummys Gold – Enjoy your play and be a winner, Casino Manager UK: 0-800-051-6785 | Canada: 1-877-835-5761 | AUS: 1-800-769-359 | International: +44-800-051-6785 You are receiving this email as an account holder at Mummys Gold Casino. If you wish to unsubscribe please clickhere. The Palace Group supports Responsible Gaming.

stephen;

My acc has being locked today. spoke to live chat . name ; stephen o neill username ; ........ email ; steve.........com . I am now asking will the 150 euros I deposited today be refunded or the 110 euros I had in my balance be refunded.This is a total disgrace from an "Accredited" casino and will be bringing this to the fourms of casinomister and all other gambling sites

casino;

Hi there Stephen,



Account: ........



Thank you for taking the time to contact Mummys Gold casino.



Following your recent communication with support we have had the occasion to review your account and have noticed that we have received notification from another Operator (casino) that make use of the same banking partners that you have requested to Self-Exclude.


Because we support responsible gaming we feel that we have a moral obligation to support our players by protectung their well being. We do however appreciate that you would like to open your account, but would like to ask that you please confirm that reason you have self excluded?


Once we have received feedback your account will be reviewed in consideration of your request.

Should you require any further assistance, we are available 24 hours a day, 7 days a week, for your convenience.

Kind Regards,

Marius



stephen;

but would like to ask that you please confirm that reason you have self excluded?


1st of all its a players right to self exclude from any casino that supports responsible gaming without having to explain to the casino his or her reasons why.

2nd I have looked at a mummysgold casino terms and I can not find anyware where it says if you self exclude from any of the palace group casinos you are going to have your ACC locked if you open another acc within the group.

3rd When I OPENED THE ACC I spoke to live chat 3 times about the first deposit bouns ,and the 20 free spins on hot ink and I also made 3 deposits of 50 euros each.Why was my acc not locked when I first spoke to live chat or when I tried to make the first deposit.And as you can see I use the same name,address,bank,all my details are the same.

But getting back to the first issue a player might exclude,

because there losing to much money.

they want a break from gambling.

they have found out the casino is a rouge casino.

they want to cool off for a few days or weeks.

they dont like the games or software.



So I would like to have my ACC unlocked or please refund the 150 euros back to moneybrookers please.

thanking you stephen o neill.


casino;

Hi there Stephen,


Account Number: .......


Thank you for contacting Mummy’s Gold Casino.


We would like to inform you that your account has now been closed as per your request for self-exclusion.


Should you wish to open your account, we will require a signed and dated letter from you stating that you take full responsibility of any win or loss of your funds as a result of gambling online and would gladly put in place any deposit limits, which may assist you in managing your spending with us online.


We look forward to hearing from you soon so that we can welcome you back.


Should you require any further assistance please feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.


Kind regards,

Michael


stepnen;

I NEVER requested to be self excluded from mummys gold casino.MY ACC WAS LOCKED yesterday .

Is this casino going to pay back my 150 euros depsit or my 100 balance in my acc before it was locked.



casino;

Hi there Stephen,


Account Number: .......

Thank you for contacting Mummy’s Gold Casino.


We would like to inform you that the casino that you self-excluded yourself from falls under our group of casinos and when you self-exclude yourself from one of them, you effectively self-exclude yourself from all of them.


Should you wish to open your account again, we will require a signed and dated letter from you stating that you take full responsibility of any win or loss of your funds as a result of gambling online and would gladly put in place any deposit limits, which may assist you in managing your spending with us online.


We look forward to hearing from you soon.


Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.


Kind regards,

Michael


stephen;

Please find attched letter;

[ATTACH]32676.vB[/ATTACH]






casino;

Hi there Stephen


Account number:........


Thank you for contacting Mummy's Gold Casino



We are pleased to confirm receipt of the following document namely:


•Letter of request to reopen account........


Rest assured that we have escalated the above document through to our Operations Department for further review of your request. Please allow up 48 hours for the review of your account, after which we will contact you with a response.


Thank you for your patience.


Should you require any further assistance feel free to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.


Kind regards,

Elaine


casino;

Hi there Stephen,


Account Number: ...........

Please note that we have received feedback from our Operations Department regarding the removal of your self-exclusion. Regrettably, we would not be able to assist you in this regard as you have been self-excluded at a different operator/casino. Kindly contact this operator to have yourself excluded from them first before we may proceed with the self-exclusion at Mummys Gold Casino.


We thank you for your co-operation in this regard.


Should you require further assistance, do not hesitate to contact our friendly help desk. We are available 24 hours a day, 7 days a week for your convenience.


Kind regards,

Gareth



There it is phoned then today they wont even tell me what casino I self excluded from,Its not even in the place group.
So I have to contact all casinos I self excluded from to have my acc reopened ( they will not refund any monies ) because of a self exclude term that is not even on there website.

OMG.

*SNIP*
 

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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
NP. Also you might want to check out the "Pitch-A-Bitch Stuff" line in my sig. There are useful links there to the free Pitch-A-Bitch (PAB) service we offer for people having problems with casinos. Since Mummy's Gold is an Accredited casino here at Casinomeister we have a variety of options available to help get your issue resolved.
 

chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
:D Done while you were posting. ;)

Darn it Max. Did you have to be so efficient.

The casino cant have it both ways if the op is telling the whole truth. Either they return his lost deposits or they allow him to play the $110 in his account. Calls for a PAB it seems.
 

twotone

Dormant account
Joined
Feb 13, 2012
Location
ireland
Whould very much like to here from Mummysgold or Palace group rep on my post to see if any of the above info is incorrect (lies).
 

twotone

Dormant account
Joined
Feb 13, 2012
Location
ireland
When I do a PAB will I be not able to comment any more on my post any more.?
PABs are new to me.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Whould very much like to here from Mummysgold or Palace group rep on my post to see if any of the above info is incorrect (lies).

If you want my recommendation I'd say do the PAB, ASAP. We can work these details out as we proceed.

When I do a PAB will I be not able to comment any more on my post ...?

True, but this only applies while I am working on the PAB. Once I'm finished you can post to your heart's content, within the bounds of the Forum Rules of course.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Pab sent.

Ummm, sorry to be a stick in the mud but did you read that PAB FAQ? You need to (link in my sig). Your PAB has several errors that need to be corrected before we can proceed. In particular see FAQ items 3.1, 3.4, 3.5, and 3.7.

Email me or PM me if you need help, but the FAQ should have the answers you need.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
IMO - the problem starts within your first chat post - stephen: "NEVER SELF EXCLUDED IN MUMMYS GOLD CASINO."

Secondly they have advised that you've been flagged within their group - "I have looked at a mummysgold casino terms and I can not find anyware where it says if you self exclude from any of the palace group casinos you are going to have your ACC locked if you open another acc within the group."

Self Exclusion = I have a serious gambling problem and this group did the right thing by banning you from playing and they shouldn't return your deposit, again JMO. I know it's a hard lesson learned but a lesson well learned.

What's self exclusion if you can still gamble, win, or lose and then get your deposit back?

I do find this odd for a casino to say the following, they should reconsider: "Should you wish to open your account, we will require a signed and dated letter from you stating that you take full responsibility of any win or loss of your funds as a result of gambling online."

Honestly that defeats the purpose of self exclusion and this group IMO shouldn't offer a way out for a problem gambler by simply providing a letter.

For the record I have an interest in Multi-Site self exclusion, which would alter the OP's problem as far as his incite of self exclusion procedures.
 
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chuchu59

gambling addict
PABnonaccred
CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
IMO - the problem starts within your first chat post - stephen: "NEVER SELF EXCLUDED IN MUMMYS GOLD CASINO."

Secondly they have advised that you've been flagged within their group - "I have looked at a mummysgold casino terms and I can not find anyware where it says if you self exclude from any of the palace group casinos you are going to have your ACC locked if you open another acc within the group."

Self Exclusion = I have a serious gambling problem and this group did the right thing by banning you from playing and they shouldn't return your deposit, again JMO. I know it's a hard lesson learned but a lesson well learned.

What's self exclusion if you can still gamble, win, or lose and then get your deposit back?

I do find this odd for a casino to say the following, they should reconsider: "Should you wish to open your account, we will require a signed and dated letter from you stating that you take full responsibility of any win or loss of your funds as a result of gambling online."

Honestly that defeats the purpose of self exclusion and this group IMO shouldn't offer a way out for a problem gambler by simply providing a letter.

For the record I have an interest in Multi-Site self exclusion, which would alter the OP's problem as far as his incite of self exclusion procedures.

While you are right apparently the OP feels that that he was robbed. Deposits should not have been accepted at all but the casino seems to have chosen the cut-off time, so to speak, to be after he had made the deposits and with a playable balance still in force albeit with wrs.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
While you are right apparently the OP feels that that he was robbed. Deposits should not have been accepted at all but the casino seems to have chosen the cut-off time, so to speak, to be after he had made the deposits and with a playable balance still in force albeit with wrs.

Good point Chu but that's a multi-site monitored self exclusion database. i created one, getting sites onboard is another story.

Although, like in this case it requires pre-verification before playing and I just don't see that happening within the I Gaming industry.

Weather doc's or checking for self excluded players.
 
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