Hi there,
I’m new to the forum and wanted some advice about a recent exchange with Redbet.
I recently opened an account with them (10th nov 2020) deposited £350 played and lost. Was about to make a further deposit when my account was blocked. I enquired as to why and they told me I’d self excluded with another casino in their group. ( since found out they are part of the William hill group). I’d checked on ‘ask gamblers’ who they were owned by (Evoke) and couldn’t see any other casinos listed, so thought I was good to go.
Anyway they said as I was self excluded obviously my account was now closed, but as I’d wagered they weren’t able to refund my deposits.
I’ve gone back and forth with them on this to no avail.
I wanted to know if this is legitimate behaviour on their part? Should their systems and processes not be more robust in the first place, to better detect self excluded players within their group - don’t their systems talk to each other?
This happened to me once before, similar situation and I immediately received a refund without even having to contact the casino in question.
I don’t know if I have a leg to stand on, but feel aggrieved. So wanted to garner some advice?
Thanks in anticipation
I’m new to the forum and wanted some advice about a recent exchange with Redbet.
I recently opened an account with them (10th nov 2020) deposited £350 played and lost. Was about to make a further deposit when my account was blocked. I enquired as to why and they told me I’d self excluded with another casino in their group. ( since found out they are part of the William hill group). I’d checked on ‘ask gamblers’ who they were owned by (Evoke) and couldn’t see any other casinos listed, so thought I was good to go.
Anyway they said as I was self excluded obviously my account was now closed, but as I’d wagered they weren’t able to refund my deposits.
I’ve gone back and forth with them on this to no avail.
I wanted to know if this is legitimate behaviour on their part? Should their systems and processes not be more robust in the first place, to better detect self excluded players within their group - don’t their systems talk to each other?
This happened to me once before, similar situation and I immediately received a refund without even having to contact the casino in question.
I don’t know if I have a leg to stand on, but feel aggrieved. So wanted to garner some advice?
Thanks in anticipation