They're giving my deposits to good causes

Popular2019

Newbie member
Joined
Oct 23, 2019
Location
Uk
Hi all, I'm new here and really wanted to know what others make of this situation. I'll keep it as simple as possible.

I recently signed up to gamstop as I discovered I wasn't in control of my gambling, anyway a few months later I had the urge and thought I would try my luck at an online casino and yes I know now that it was stupid! Found a well established uk licensed casino via a quick Google search and signed up. To my surprise it allowed me to join up, using what I thought was the same details in gamstop, went through full verification, sent ID, paperwork, the lot, all fine and verified. Being the gambler that I am went on to lose a fairly hefty chunk of money. When I came to my senses a week later I excluded myself and thought I would send them an email advising them I was gamstop excluded etc and yet able to sign up and deposit. After various emails back and forward, it transpired I'd made a mistake on my date of birth by minus 1 day, and it's easily done when signing up on a mobile and you quickly spin the numbers into the box.

They said I'd deliberately tried to bypass gamstop etc. My argument with them was why was this not picked up at verification, that my ID did not match my account details? I'd spoken with their live chat on multiple occasions regarding various matters, every time providing my correct date of birth. I was never aware I'd put the wrong birthday in! Anyway, after I disputed their response, they escalated the matter and I received a few weeks later their response. The first part was accusing me of breaching their policies etc etc, then saying they would not return my deposits but they would be donating them to a charity or good causes that help people with gambling problems. Surely by doing that they are accepting they made a mistake, but somehow want to punish me for mine? The money is not that significant to me though of course would have been happy to have it returned, it's the way it's been handled that I find a bit strange.

I'm interested to hear what others think of this donation to charity on my behalf!? I'm not looking for judgement, I know what I did was wrong and I certainly won't be trying it again. I have a strong feeling had I gone to make a withdrawal they would have spotted this mistske. Sorry for the long post!
 

Popular2019

Newbie member
Joined
Oct 23, 2019
Location
Uk
Lots of people around trying to freeroll casinos by making a "mistake" and saying sorry signed up to Gamstop, give me my money back - if they lose. Not surprised that the casinos are now clamping down and refusing to return deposits.
I certainly wasn't. I'm almost certain every gambler has tried at least once trying to sign up to a casino after joining gamstop to see if it really works. Well that's what I did. I accept it was my mistake putting the wrong date in for my DOB. This was months ago now, the money is not a factor anymore, I was more angry that the casino did not pick up the mismatch of my details when signing up. Had they done their job correctly I would have been stopped a lot sooner.
 

colinsunderland

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I would be telling them they have breached data protection by discussing your account on live chat, when you actually failed the security questions.
Considering that, I would be asking for a SAR, as I wouldn't be convinced I had put the incorrect date of birth in.
I would also be asking for proof they have paid the money to a charity.

Which casino was it?
 

Popular2019

Newbie member
Joined
Oct 23, 2019
Location
Uk
I would be telling them they have breached data protection by discussing your account on live chat, when you actually failed the security questions.
Considering that, I would be asking for a SAR, as I wouldn't be convinced I had put the incorrect date of birth in.
I would also be asking for proof they have paid the money to a charity.

Which casino was it?
It was slingo who are part of the bear group. So you mean if I gave them my correct dob on live chat they should have picked up it didn't match my dob registered on my account?
 

colinsunderland

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It was slingo who are part of the bear group. So you mean if I gave them my correct dob on live chat they should have picked up it didn't match my dob registered on my account?
Yes of course. The whole point of asking security questions before they will discuss the account with the person on live chat is to confirm they are the account holder. If you gave the wrong answers, then they should not be speaking to you. Try ringing your bank and giving the wrong answer to a security question if you want to check :).
As it happened multiple times, then either they broke data protection rules by not ensuring they were talking to the customer, or you had actually gave the correct details on sign up, and they are saying you didn't to cover up their failings.

Having then went through KYC with the 'wrong' date of birth, I think this is a casino failing and you should be refunded your deposits.
As I say, I would do a SAR, to include all account data, notes made on the account, KYC information and copies of all live chat sessions and emails, then go from there. I wouldn't expand on the sar, just ask for what I've said above and don't tell them why you want it.
Once you have it you can decide which way to complain.
 

Luckyscouser45

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A few months ago I had a complaint with a casino they let me deposit all day then blocked my account when I had a balance of £900 they then emailed me to tell me they closed it because I had a duplicate account, told me my balance was going to be given to a gambling awareness charity. Needles to say I took the complaint higher it took around a month but I was paid in the end.
 

snorky510238

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Jan 12, 2018
Location
Uk
A few months ago I had a complaint with a casino they let me deposit all day then blocked my account when I had a balance of £900 they then emailed me to tell me they closed it because I had a duplicate account, told me my balance was going to be given to a gambling awareness charity. Needles to say I took the complaint higher it took around a month but I was paid in the end.
Good for you but that begs the question how did it not flag up at registration if you entered the exact same details?
 

Popular2019

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Oct 23, 2019
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Uk
Thanks for both replies, who would be the next person to complain to? Bear group told me if I wasn't happy with their complaint to use IBAS but not sure how I'd go about this or if this is the correct action?
 

colinsunderland

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Thanks for both replies, who would be the next person to complain to? Bear group told me if I wasn't happy with their complaint to use IBAS but not sure how I'd go about this or if this is the correct action?
I've already said what to do. If you don't know whats happened, then you don't know what you are actually complaining about. Go through the paperwork they supply and see what you can find out and go from there. I would also SAR gamstop and double check the details match.
 

Popular2019

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Location
Uk
I've already said what to do. If you don't know whats happened, then you don't know what you are actually complaining about. Go through the paperwork they supply and see what you can find out and go from there. I would also SAR gamstop and double check the details match.
The gamstop details match the details I registered, aside from the date of birth obviously. I was asked to send this initially. I will ask Bear group for an SAR. However the bit I am confused about, they told me to take my complaint to IBAS if I'm not happy with their response, yet when I go through the IBAS process it just tells me to complain to the UKGC. Bear group say they are bound by the IBAS decision and yet IBAS seem to say it's not a matter they deal with.

If it's of interest here is part of their response to me: seems odd they say they are looking into how I was verified and yet they don't accept responsibility?

The technical team are still looking into how your details came to be verified by our third party KYC suppliers but in the interests of resolving your complaint promptly we would like to make the following proposal. Whilst we do not accept that there has been any failure in our duty of care towards you, we are very serious about preventing any of our customers experiencing any gambling related harm and have therefore taken your claim to be a problem gambler at face value. As a result, the funds in question, amounting to the sum of your deposits, will be contributed to an organisation which delivers or supports research into the prevention and treatment of gambling-related harms, harm prevention approaches and treatment for those harmed by gambling.

It goes without saying that we make this offer in good faith and without prejudice and represents our final position on this matter.
 

shadow123

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Think its high time that firm procedures be created by regulators to clarify what should happen to funds
in this type of situation,no way do casinos have the right to donate the funds to what they determine
to be a good cause, if they are at fault the funds do not belong to them.On the other side of the coin there
has to be safeguards to prevent players taking advantage of the cloudy situation that exists at the moment.
Tricky
 

colinsunderland

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If you sent your ID in that included your date of birth, then it is their failing. If they outsource that part of their business, that is no concern of yours, or relevant to your complaint.
The fact is (and this is assuming your version of events is correct), they knew your correct date of birth, not only by your ID, but also through however many live chats you had with them. If (and if think it's a big if) you did enter it incorrectly on sign up, then they must have detected it was wrong, and then they should have corrected it on your account information immediately, or at least blocked your account until they spoke with you. Once updated it should have resulted in the flag being sent by gamstop next time you logged in and your account should have been blocked at that point. At the absolute least, I think any deposits after that point should have been refunded, but as they are supposed to age verify you before you are allowed to play, then really, all deposits should be refunded. Personally I would be happy to test that in court if it were me.
 

colinsunderland

Experienced Member
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Think its high time that firm procedures be created by regulators to clarify what should happen to funds
in this type of situation,no way do casinos have the right to donate the funds to what they determine
to be a good cause, if they are at fault the funds do not belong to them.On the other side of the coin there
has to be safeguards to prevent players taking advantage of the cloudy situation that exists at the moment.
Tricky
There seems to be far fewer complaints of this nature since the verification was brought in at the sign up stage. I honestly have no sympathy with any casino that gets done by players trying it on, if they haven't properly verified a customer. Do their jobs properly and it wouldn't happen :)
 

mack341

Senior Member
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May 8, 2018
Location
south east england
However the bit I am confused about, they told me to take my complaint to IBAS if I'm not happy with their response, yet when I go through the IBAS process it just tells me to complain to the UKGC. Bear group say they are bound by the IBAS decision and yet IBAS seem to say it's not a matter they deal with.
I think @EkJR touched on this before, any complaints relating to exclusion are dealt with by the ukgc for the time being, I could be wrong but I'm sure I read it somewhere that adr's cannot adjudicate on issues involving gamstop/exlusion
 

EkJR

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I think @EkJR touched on this before, any complaints relating to exclusion are dealt with by the ukgc for the time being, I could be wrong but I'm sure I read it somewhere that adr's cannot adjudicate on issues involving gamstop/exlusion
Yep, this 100% now. UKGC will only look at it if the complaints procedure has been exhausted as well. Absolutely zero point using an ADR for this type of issue.

To the OP, was this company Slingo per chance? If so let me know. They donate the money to charity unless you can jump through a million hoops, I.e provide a lawyers affidavit confirming your not gambling any more and money is being paid towards rent or something else. It's absolutely nuts.
 

mack341

Senior Member
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Location
south east england
Depending on the sums of money involved and financial position of a player, plus family responsibilities to children etc.. donating their lost deposits rather than refunding them, could have far reaching negative consequences. It's not a step, to my mind, a casino should be able to take lightly, their detection system for exluded players may be weak and like a sieve, putting them in a position of being partly to blame.
 

Popular2019

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Oct 23, 2019
Location
Uk
Yep, this 100% now. UKGC will only look at it if the complaints procedure has been exhausted as well. Absolutely zero point using an ADR for this type of issue.

To the OP, was this company Slingo per chance? If so let me know. They donate the money to charity unless you can jump through a million hoops, I.e provide a lawyers affidavit confirming your not gambling any more and money is being paid towards rent or something else. It's absolutely nuts.
Yes it was slingo indeed. Sorry for my lack of knowledge but once I have their response for SAR is there anyone else I should be complaining to before going to UKGC?
Yep, this 100% now. UKGC will only look at it if the complaints procedure has been exhausted as well. Absolutely zero point using an ADR for this type of issue.

To the OP, was this company Slingo per chance? If so let me know. They donate the money to charity unless you can jump through a million hoops, I.e provide a lawyers affidavit confirming your not gambling any more and money is being paid towards rent or something else. It's absolutely nuts.
 

colinsunderland

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No, just go straight to the UKGC, but make sure you state the ADR wouldn't look at it because it was a SE issue. You don't have to wait for the SAR, but I would as I think it will give you more evidence than you currently have. If you ask for it tonight on live chat they have to supply it by 15th Jan. Considering the time of year, I don't think the UKGC will even look at a complaint now till after the year, so you are only really adding a week or so onto the process waiting for the SAR to be processed.
 

Popular2019

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Oct 23, 2019
Location
Uk
As there are a few replies, I'll summarise by saying I've replied to their email and ask them not to close the case, and have requested an SAR and advised them I'm taking the complaint further. Will see what they say. It took them a month to send me last reply so I can't imagine this will move quickly. Also for context it was about 4k worth of deposits over a few weeks.
 

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