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Starspins self exclude system

Discussion in 'Casino Complaints - Non-Bonus Issues' started by sparkz, Mar 5, 2016.

    Mar 5, 2016
  1. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    Just wondering about this.

    Admittedly I have battled through gambling problems and until recently was on a good recovering path. Unfortunately Starspins crossed my path 1 very low evening (My mum very recently passed away... Not after sympathy or anything as i'm dealing with it appropriately).

    Anyway, I opened the account, deposited and lost £1200. I accepted it as a blip in my recovery and saw that due to my deposits, in 18 or so hours I was due a free cash amount. I gathered it would be with no WR from the way it was worded.

    The next day I snapped out of my low, had planned to cash out right away the free cash amount. At around the time of the free cash amount being credited, I logged in to see my account was closed.... The reason being, problem gambling.

    So, according to the casino when I emailed them, I had self excluded previously (Not sure if they mean self excluded from a casino in their group).

    What i'm annoyed about is they have effectively had me flagged the moment I made the account, allowed me to deposit as much as I wanted, then around 20 hours later the actions towards the flagged account was implemented and my account was closed.

    They have made excuses saying that because people change phone numbers and addresses, they can't keep track of all self excluders. Thats fine, but for my account to be closed, my details were kept track of.

    Whats the point of them having a self exclude system that allows problem gamblers to sign up, lose a load of cash and then only have their accounts automatically locked hours after the loss?

    I'm wondering is this in breach of UKGC terms?

    Thanks
     
  2. Mar 5, 2016
  3. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    Just wanted to post again regarding another email I just had back off them.

    They used a lot of "in good faith" terms. I.e blame it on being a 2 way system where the agreement is I won't try to gamble with them.

    "The system that we have is based on the verification of information that we already have and then cross-references that against the database of known gamblers that may have a problem with gambling. As advised previously this is a two way street where to some extent we trust that members will not attempt to open another account once theirs has been closed."

    "However also as stated previously we can only base this on known names, addresses and email addresses that are registered, the 24 hour process comes into action when we look to verify an account. This is when anomalies are uncovered and links are made to either existing closed accounts or known individuals."

    "In this time a member is free to accept the Welcome Bonus, Deposit and Wager on the site in the "trust" that they are new to the site, have not had an account previously and are not known individuals using other details either as a result of the passing of time or to intentionally attempt to bypass the system."

    "This is the same as a Casino where by an individual may gain access to the building by way of an alternative piece of identification however after an hour or so of gambling a Pit Boss has recognised their face or the surveillance team have notified a Pit-Boss of someone who has been excluded from the Casino previously."

    "On this same token any wagers this individual has made will remain in the machines or on the tables as all bets placed are final however the individual will be escorted from the building and advised not to come back to the premises."

    "With our site it is very much the same as a Casino, you metaphorically made it through the door and sat at the Slot Machine, you placed the bets that you wanted to make of your own volition and when you were identified as a known individual your account was closed immediately."
     
  4. Sep 29, 2017
  5. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    Just going to bump this up as it had no replies at the time and since the whole 888 fiasco, I don't know if rules regarding this thing has changed.

    What do you guys think? In case someone doesn't want to read all I post a summary of events:

    - Signed up, deposited and lost at StarSpins.
    - I was due to receive a loyalty bonus, which was linked to a timer.
    - Before the timer countdown reached 0 and bonus was awarded, I was locked out of my account.
    - Support said it was because I was self excluded (could have been via a casino on their network or ages ago at their casino, they didn't mention).
    - No refund issued of money lost. They said "When we locate an account that are linked to an active Self exclusion we immediately close the accounts and if any funds left in account we refund that up to deposited amount."
    - They sure located my account was self excluded..... about 20 hours after I was able to deposit and lose that money.

    Thanks
     
  6. Sep 29, 2017
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Like most sites they only verify at w/d time, or after an alert later. Your bets were technically void as you wouldn't have been paid if you won. Ask for them to be returned as per UKGC void bets terms.
     
  8. Sep 29, 2017
  9. lotusch

    lotusch Noob Webby webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    Wouldn't hold my breath tho.
    Starspins has proven over and over again to neglect any form of authority.
    One of the most vile casino's out there.
    Played there when they were nearly Novomatic exclusive for online players but thank God many casino's have Novo slots now. :):)

    Also had my account closed after an e-mail where I asked for the RTP% for a certain session as I lost like 800 quid.
    Day after my account was closed with no further reason given.
     
  10. Sep 29, 2017
  11. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    They had novamatics? they don't anymore are you sure its Starspins ?
     
  12. Sep 29, 2017
  13. lotusch

    lotusch Noob Webby webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    Ignore my post...Mixed them up with Stargames!

    Apologies. :oops:;)
     
  14. Sep 30, 2017
  15. sparkz

    sparkz Senior Member

    Occupation:
    sales
    Location:
    Earth
    TY all.

    I will definitely be asking them. When I did before they seemed to make it so final with what they were saying. Digging through their emails they say:

    "as stated previously we can only base this on known names, addresses and email addresses that are registered, the 24 hour process comes into action when we look to verify an account. This is when anomalies are uncovered and links are made to either existing closed accounts or known individuals."

    "In this time a member is free to accept the Welcome Bonus, Deposit and Wager on the site in the "trust" that they are new to the site, have not had an account previously"

    Back then the UKGC were willing to investigate my evidence but ended their email with:

    "The success of self-exclusion relies to a very large degree on the extent to which a problem gambler is committed to managing his or her behaviour. There would be an incentive to gamble if those successfully breaching a self-exclusion agreement could expect to be refunded stakes they have lost."


    Which put me off compiling emails, screenshots and showing them the evidence.


    Edit: Just pausing before I send them that email, to see if any members know what I should be mentioning and the best way to go about it? Especially after reading another part of their last email to me:

    "you placed the bets that you wanted to make of your own volition and when you were identified as a known individual your account was closed immediately."

    "Unfortunately you chose to break that two way promise, that relationship of trust and you opted, again of your own volition to create an account and wager on our site."
     
  16. Sep 30, 2017
  17. slotter999

    slotter999 Senior Member

    Occupation:
    Player
    Location:
    UK
    The recent 888 ruling clearly demonstrates that where an operator takes bets from people who have self excluded the UKGC believes the deposits should be returned to the customer.

    If the UKGC took up your case (which is most unlikely) you wouldn't have any problems getting the money back. Instead I suspect.you will need to go via the courts and then it's a case of whether or not you want the hassle.of that.
     
  18. Sep 30, 2017
  19. redsfan

    redsfan Experienced Member webby

    Occupation:
    sales
    Location:
    bishop auckland
    Why most unlikely? Surly after the 888 ruling, they will be all over these like a rash. Sarah Harrison had only been her role for 5 months when the OP had their problem. She has shown she is not afraid of taking on the big buys, even the stubborn Israelis.
     

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