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Self exclusion from Casino

Discussion in 'Casino Complaints - Non-Bonus Issues' started by 3all3ag, Jul 15, 2016.

    Jul 15, 2016
  1. 3all3ag

    3all3ag Dormant account

    Occupation:
    Blowholes
    Location:
    London
    Hi there,

    I have been a long time slots player over 10yrs and recently i have came to a point where i realize that this is not for me anymore as i consider myself a problem gambler when it comes to anything slots. If i win i will play to zero, Does not matter what it is something i feel i cannot control.

    So, in saying that i have started to close and self exclude myself from various accounts that i have but i also enjoy a not too serious gamble on footy or the races, so some options that i take are just self exclusion from casino only.

    A few months ago i self excluded myself from casino in a certain uk/irish based bookmaker. After doing this i noticed i was still able to access the casino games but i decided not to bother playing any of them for fear of it being lost money possibly.
    After this i received a loyalty points bonus for bingo which i converted for some play on slots in the bingo client and a few games of bingo also.
    On the slots i kept receiving errors and any winnings were not paid instantly as it normally should into my account and then also i had the fortune on winning on the bingo cards aswell. Not a huge amount but still winnings and about 25 odd euro.

    So, i raised this with support through livechat and email. 1 week passed and i heard nothing from them, so i phoned them and the answer was as soon as they hear anything from there third party they will contact me. Over 4 weeks past and then i received a reply that i was due 4.50 from slots(nothing huge but a win is a win and they are quick to take my money) I then asked them about the bingo which i had to provide screenshots and they said everything due had been settled. I then contacted them through twitter because this is the only instant feedback or useful service that i had got from them when it comes to support. I raised the bingo card winnings again and i got an answer of how much was it for, which was 20euro this was applied instantly to my account even though i constantly badgered them for over a month about it and then was told no further contact or issues with my account will be accepted through twitter, even though they offer this service and i have held an account with them for 10 years. Anyway fair enough.

    So i went to Casino and now it seems the self exclusion was enforced as now i am receiving a pop up saying self exclusion but for the months prior to this when i first excluded myself i had no restrictions and i choose the option of 5 year ban as it was the max choice but it now states 50 years, ok fair enough. So i believe they realized my self exclusion this after the problems i had with the bingo client.

    Now heres were my problem is. I have been and still am able to access the games part of the site and have spent over a few hundred in the last months, i normally dont like games as from my experience there playtime and value for my deposit is quite low but an addict is an addict.
    I have also stopped receiving any promotional offers from the games part of the site through email and have only caught any offers by chance while on site such as happy hour free spins or a certain bonus on a game. so i questioned this with live support and there response is that part of the games is intertwined with casino. And it seems from all recent promos, the bonuses from any play on games are only paid back through the casino client but are advertised on games and which obviously i cant use as i have self excluded from casino.

    My question is, Is that fair? They are happy still to take my deposits and plays on games but i am not able to take part in promos or offers as i am self excluded from casino and seems this has affected all other parts of the site apart from the sportsbook.
    And any other casino i have excluded from has excluded me from all other parts of the gaming side of the account.

    I am not bitter but i do not find this fair. How would you see this please?

    Thank you for your time and reading of this
     
    1 person likes this.
  2. Jul 17, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Not really getting your post.

    You want to stop gambling, you do SE's but you carry on gambling where it is possible. Then you complain they take your money and no promos.

    Hmmm, doesn't look to me like you are serious about stopping or at least trying to get your gambling under control. What i see here is that you don't really want to either until now.

    Fact is, if you SE from one site, stop playing there. Some block you immediately from the whole group, some only after you submit a withdrawal, some after you talk to CS about something different as they only then find out about the SE, etc. etc.

    According to the UKGC regulation the casino has to void your bets and winnings/losses and reinstate the account as if you never made a bet, basically refund your deposit. No promo materials in any form are to be sent or promos granted to a SE'ed player. Nothing less, nothing more.

    EDIT: My view on gambling addiction is that you proceed like with any other one. Stop completely and NOW. Compare it to alcoholism, you can't still have your pint at the pub just because you stopped drinking at home.
     
    Last edited: Jul 17, 2016
    3 people like this.
  4. Jul 17, 2016
  5. 3all3ag

    3all3ag Dormant account

    Occupation:
    Blowholes
    Location:
    London
    Hi there Harry, thanks for taking the time to reply.

    Sorry if my post isnt that clear about what i am asking. I thought i would explain the whole story to try to get my issue across, weather i do have a problem, is really beside the point.

    I do not know if games are separate from a self exclusion or not but like i said when i asked Cs they said that games are connected with Casino, so should then they accept my play on games even though as you said because of the SE i cannot receive any promotional emails which is the case.

    I dont know its a bit like having your cake and eating it from both sides maybe...except that my money does not have the same value as a non excluded member, i suppose that is my point, Its not about the money, its about them accepting my play while on the other side i am excluded from any promotional offers. Which i dont think is fair.

    If i self excluded then that should be it, no? Not a half exclusion as with games, I am fine to play games but because of the self exclusion i cannot fully take advantage of the Promos.

    Sorry i dont want to come on here an sound like some angry tool against Casinos because i might of lost abit of money, Ive had good times also. Tbh i wished i had discovered this site a long time ago as it is very insightful.

    Thank you again for your time
     
    1 person likes this.
  6. Jul 17, 2016
  7. goatwack

    goatwack bombastic monk CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    In your opening post you stated by your own admission that you are a problem gambler. That in itself ought to be the start of a complete renunciation of all gambling- related activity, which includes Sports betting and Bingo too.

    I do agree that the casino should cut off all access at the time the SE was implemented, not allow you to partially play casino games.

    Yet at the same time I don't believe you can relieve yourself of this addiction by continuing to gamble using other forms and then blame the casino. The buck stops with you and if anything I'd be asking for a full closure of my account(s) to get me on my way!
     
  8. Jul 17, 2016
  9. 3all3ag

    3all3ag Dormant account

    Occupation:
    Blowholes
    Location:
    London
    Ok, in hindisght its not beside the point but my own demons are..

    All i am looking for is clarification on they say games is integrated with casino. I can access games but without the perks of promos but am fully excluded from Casino. So i think Harry has answered my question and really thank you for the info. But i am still confused on Games/Casino? Are game slots casino?

    Thanks again
     
  10. Jul 17, 2016
  11. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Game slots - casino ? sure they are they are part of the casino. SE should ban you from all parts of a site not just one section. And as you stated you have some problems with gambling you should consider stopping all together! SE from every casino you can, install blocking software if need be. But in the end its your choice. If you gamble and loose we only have ourselves to thank or blame for that. Not the casino. Unless they ignore a clearly requested SE request. Which none of the accredited casinos ever would. The rest of your posts i admit im lost :confused::confused:
     
  12. Jul 17, 2016
  13. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    There have been threads about this before.

    The UK bookmaking sites have several different areas like Casino, Games, Bingo, Sports, Exchange ETC.

    You can ask them to block certain areas like casino and Bingo. They will do that and only leave sports etc. open. But in many areas there are still slots etc you can access from that page.

    They cannot block certain features on different pages. They can only block the full section of their site.

    If someone has such a problem that they still find a way to play the few slots still available its hardly the casinos fault. If someone has such a problem with slots they should quit gambling all together or find one of the few sports sites that has no access to any slots if there are any.
     
  14. Jul 17, 2016
  15. 3all3ag

    3all3ag Dormant account

    Occupation:
    Blowholes
    Location:
    London
    Ok. I am clear on this matter then. Thank yous for taking the time to reply, it is greatly appreciated.
     
    1 person likes this.
  16. Jul 31, 2016
  17. Laura Cush

    Laura Cush Quit Gambling PABnononaccred

    Occupation:
    Medically retired
    Location:
    Northern ireland
    Non payment of winnings due to duplicate SEE Account

    Months ago I opened an account with a well known games site. All these months I have been depositing via paysafecard with no problems. Then I won a considerable amount (on a £10 deposit no bonus) and went to withdraw. This was unsuccessful via my paysafecard account and explained I have no bank account due to previous fraud. They said I could use my dad's account as long as I provided a statement which I did. The next day when I gave details asked for my account had been closed. When talking to customer services they said I had another account with same details that I had self excluded from. I explained it must of been someone else in my household ( it's happened before) and that there had not been a problem all this time depositing so why all of a sudden this has came up when I want money out. They said they will refund all my deposits of £260 since the account was opened but that's it. Can they do this?? I have since opened a bank account and forwarded details and now no reply. I want the money I won fair and square. They have no proof of this other bogus account had been opened by me but they stated over and over it was the same details so why was it not flagged and my new account suspended before I started depositing.
     
  18. Aug 1, 2016
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Hi Laura and welcome to CM.

    Most casinos check for SE'ed accounts only when the player submits a withdrawal request, not before you start depositing. I assume that they mean you had another account at one of their sister sites where you allegedly SE'ed.

    If however, it is true and you had done the SE, then they are correct in refunding only your deposits and not paying winnings as that is according to the UKGC regulation.

    You can seek clarification with their CM rep if they are accredited here at CasinoMeister. Click on the "i-Gaming reps" tab on the top to see the list of reps. If you find one then send him a PM (private message). Should you do that and receive no answer you can submit a PAB, this is a free mediation service offered here at CM. Click on the "Player Arbitration FAQ" tab, read all the rules and then submit your PAB.

    If they are not CM accredited and not in the "No can do" list: http://www.casinomeister.com/no-can-do-list.php then you can still submit a PAB as every CM member has one shot with a non-accredited site.
     
  20. Aug 1, 2016
  21. Laura Cush

    Laura Cush Quit Gambling PABnononaccred

    Occupation:
    Medically retired
    Location:
    Northern ireland
    Ok thank you for your help. They said it was for the same site (not a sister site) so when I asked them for proof of who opened the account they said anyone can open an account but only the account that I want my winnings from is verified and I said yes that's because I opened it and verified it with my photograpic ID. Nightmare.
     
  22. Aug 1, 2016
  23. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Every time a nightmare when we have to fight for our winnings.

    Submit a PAB, if they are accredited here at CM, they will discuss your case with Max (PAB manager) and disclose the alleged second account details.
     
  24. Aug 1, 2016
  25. Laura Cush

    Laura Cush Quit Gambling PABnononaccred

    Occupation:
    Medically retired
    Location:
    Northern ireland
    Thank you. Iv done this so fingers crossed xx
     
    1 person likes this.
  26. Aug 1, 2016
  27. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Very good.

    Please follow the forum rules when you have an ongoing PAB with a casino, which is to stop posting about the issue in this or other threads as it could jeopardize your case.

    Max will be in touch asap.

    Keeping my fingers crossed too :)
     

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