Self excluded refund

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
Hi im just trying to get some advice about self exclusion

I self excluded from virgingames the exclusion has ended but i never asked to reopen an account i have an account with a sister site formerly starspins no megawayscasino

They are telling me that due to my surname being slighty different there system didnt detect me as being excluded (williams on the excluded site williams horner on the other site) all other information is the exact same first name, DOB, email, phone number, address, same bank account i have been denied a refund of my deposits due to this they acknowledge that im the same account holder as all accounts across there other sites they verified each account electronically so i thought this should have let them know im the same person is there anything i can do
 

davids080890

Newbie member
PABinit
Joined
Nov 9, 2022
Location
uk
From the outside looking in mate it appears you have tried to get around the excluded name by altering your surname , to them you have purposely done this to sneak through their detection methods and now you have lost you want a refund . They have every right to decline to refund on this occasion .
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
Just to add my surname wasn’t altered its the my name as it appears on my bank card the same name as it is on the card used on the sister sites and my ID
 
Last edited:

Avernite

Newbie member
PABnononaccred
Joined
Mar 4, 2018
Location
New Zealand
That's a hard one. Unfortunately they might have you on the last name alone, and your exclusion period did technically end didn't it? The right thing to do would be refund you as they admit they realize it's the same accounts, but I don't think they have to.
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
Yes they said that only after a manual check did they identify the account should have been closed and the exclusion period ended but the accounts are still closed as i never asked for them to be reopened but thankyou for the advice i guess ill just leave it.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
I thought this loophole would have long ago closed.

Got to give it you though, Been a while since I've seen a thread like this one.
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
Thanks i wasn’t trying to exploit any sort of loophole i must just be one of those people that are trying to con casinos even if they did refund me it would only be £200 not like its thousands but thankyou
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
I was here for advice not to be judged they gladly accepted my deposits after rebranding now they acknowledge the account should be closed they wont help but again thankyou
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
No one is judging you mate but when 100 players (or more) have posted here prior to you and 90% of them were trying it on, people get skeptical in this situation.

You could be perfectly genuine or not only you know that but this is the reason I and others think its a try on after losing.
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
I understand alot of people try it on im not very knowledgeable about this whole situation which is why i was asking for help i searched google about it and i read a few posts on here saw that some of them had help with the issue so i posted to see if anyone could help me i do apologise if i have offended anyone I genuinely wasnt here to try and use any loopholes
 

jasonuk

Experienced Member
Joined
May 10, 2014
Location
UK
It looks like all three brands are part of the same UKGC licence (
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), so we can remove any ambiguity regarding multiple licences.

From the outside looking in mate it appears you have tried to get around the excluded name by altering your surname , to them you have purposely done this to sneak through their detection methods and now you have lost you want a refund . They have every right to decline to refund on this occasion .
No one is judging you mate but when 100 players (or more) have posted here prior to you and 90% of them were trying it on, people get skeptical in this situation.

You could be perfectly genuine or not only you know that but this is the reason I and others think its a try on after losing.
Pretty much this - when you are trying to uniquely identify a person from tens of millions, with a dozen variables that aren't unique, there is a balance of accuracy... too specific and excluded people will be missed (and risk enforcement action from the UKGC), too vague and non-excluded people will be wrongly flagged.

Unfortunately, the fraudsters picked up on this pretty quickly and started abusing the self-exclusion mechanism - as a way to freeroll the casino. Having lost the deposits, they would register and post to forums - such as CM - as a way to pressure the casino into refunding the deposits, before revealing a "mistake" in their account details intended to circumvent the algorithms but easily spotted by a human.

The downside here is that the goalposts have moved significantly in recent years, and the burden has shifted more from the operator back to the player as a result. For example, the UKGC state:
  • "It is your responsibility to stick to your self-exclusion agreement. If you try to gamble during that time, the gambling business should take reasonable steps to prevent you from doing so in the future." [
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    ]
  • For GAMSTOP, "Once you are registered, it is important that you keep your details up to date, for example, if you move to a new house, change your last name or get a new email address." [
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    ]
Additionally, from the
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:
  • Before an individual self-excludes, licensees should provide or make available sufficient information about what the consequences of self-exclusion are.
  • Licensees should encourage the customer to consider extending their self-exclusion to other remote gambling operators currently used by the customer.
If the operator has made you aware that sites X and Y are part of the exclusion process, but you later realise that your account at site Y wasn't excluded as part of the process (because of a name discrepency), then that could similarly be construed as bad faith.

There's a lot of nuance with self-exclusion protocol where "similar situations" at first glance are vastly different in reality, and unfortunately the name discrepancy is a pretty significant red flag.
 

jasminhorner

Newbie member
Joined
Nov 16, 2022
Location
manchester
I wasnt aware that megaways was part of the same group until i found out that it was starspins rebranded as far as i knew the self exclusion was applied to the account on starspins i guess its more my fault then thanks anyway
 

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