When you cant protect yourself.....

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
For a while I knew I was chasing too much, had some horrendous losses and decided it was time to call it a day, so i signed up for Gamstop and instigated the 6 month exclusion.
A few weeks back I started getting emails from an accredited site, free spins on your next deposit etc, so i did a small deposit, played and lost. Deposited again on Friday, lost my nuts, around 2,500. So I logged into their sister site, under the same license, and lo and behold I had an exclusion in place that lasts for another 2 years.
My question is, why wasnt the exclusion extended as per the T&C's of the original site? Would I have been paid of I had won?
At least its made me put blocking software on my laptop.
I know I should have had more sense than to deposit and chase, but as the title says, when you cant protect yourself, and you see the red mist, surely RG should be there as a safety net.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
I don't think you would have been paid either, call it a 'hunch'

Seems the only and best way to really be sure is to use the blocking software, as mentioned.

Gamstop is more useful for the casinos than the players it seems :rolleyes:
 

Skephan

Full Member
PABaccred
PABnononaccred
PABnononaccred2
PABinit
Joined
Dec 20, 2016
Location
Earth
They should refund. I always self exclude at casino's where I dont like the offers or service to not be tempted. I also self exclude monthly at the casino's where I do play.

Whats the point of SE when even the casino's dodge it and come with the excuse "but you played your funds". It has to be more concrete. Ukgc and MGA should refund it when contacting them. Curacao licensed are more difficult. And yes you wouldn't have been paid.
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
Put in a complaint to the Casino, and got the email below. Bear in mind before I made the complaint I had been told by livechat on the sister site, which shares the same license, that I had an exclusion in place that wont expire until January 2021.......

Thank you for
your mail. From the
records that I have access to, it would seem that your 2015
exclusion was for a short period of time and that you were
not excluded when you were depositing and playing. In any
case, I am getting my technical team to double check these
records to ensure that we have everything in
order. Kindly note
that this is currently being looked into and we should be
able to get back to you definitively by next
week. Kind Regards

Methinks that now they have got the cash from me, its a case of screw you....... And obviously they have an exclusion in place now....
Somehow I dont think I will go back to online casino's, I think I will extend my Gamstop ban for at least a year.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
do you not have an email from back then stating how long it was?
I thought the max set period was 5 years, so if it was done in 2015 how can it not expire until 2021?
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
Could you put in a 'subject access request' to obtain a copy of the data records they hold on you, probably in the first instance from the casino you excluded yourself from? I would have thought this would include the details of your exclusion, date etc..

Edit: it seems reading between the lines of their message if you were excluded they will return your funds.
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
I thought the maximum was 5 years and that’s why I asked live chat the start date of the exclusion, and they told me it was April 2015 which didn’t make sense to me .
When I initially tried to login it said I was self excluded, so I checked with live chat and they said I was excluded until 20/01/21, and I have to say I wasn’t aware of that .
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
do you not have an email from back then stating how long it was?
I thought the max set period was 5 years, so if it was done in 2015 how can it not expire until 2021?
No doubt they will say that it wasn’t an exclusion as an exclusion only lasts for 5 years, but live chat definitely said it started in April 2015 and won’t end until January 2021.
I’ve asked the sister site to send a transcript of the chat but they have refused, so I’ve requested it from there complaints department.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
No doubt they will say that it wasn’t an exclusion as an exclusion only lasts for 5 years, but live chat definitely said it started in April 2015 and won’t end until January 2021.
I’ve asked the sister site to send a transcript of the chat but they have refused, so I’ve requested it from there complaints department.

Which casino is it?
Just do a SAR and be clear you specifically want copies of chats included
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
I thought this would happen, and I was not disappointed. It looks like i was misinformed by chat, i didnt have an exclusion even though the chat from Friday says there is an exclusion in place.
Ive requested an SAR for all chats in the last 2 years, and also for the start and finish dates of the exclusion. Will contact the reps now.



I’ve looked into your account and can confirm that you were not excluded at the time that you had your gameplay and your deposits.

I have looked into the transcript with support on Friday and am reproducing it below:

XXX chatted Aug 3 (5 days ago)

l
23:28
name: XXXXX
email:XXXXXX
Hi I tried to log in but it’s sayimg I’m excluded? I thought my time out had ended

Adrian
23:28
answered the chat
HelloXXXX

XXXX
23:28
Hi can you tell me the status on my account

Adrian
23:28
I will check your account

XXXXX
23:29
Thanks
Adrian

23:30
You have self excluded until 20/01/2021

XXXX
23:30
Ok thanks I didn’t realise

Adrian
23:31
Can I help with anything else?
added tag Other
23:33
As I have not heard from you in a while I will close the chat down. Should you require further assistance, please do not hesitate to contact us.
closed the chat

Unfortunately this information seems to have given you the wrong impression as your self-exclusion history shows as follows (kindly note that time difference shows the SE starting from Saturday not Friday):

Duration Created At Expires At Status
900 2018-08-04 2021-01-20 00:50:22 active
90 2015-06-25 2015-09-23 23:09:42 expired

I hope that the above clarifies the situation but as a result I must refuse your request for a refund of the deposits. I apologise about the unorganised nature of the information being provided but the email was being rejected when attempting to send with them included.

Kindly let me know if you still require us to prepare the information requested by the SAR.

Sincerely,
Chris

What he didn’t add was a separate chat that stated the exclusion started in April 2015
 
Last edited:

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
Something definitely doesnt add up here - my exclusion was created 17 minuted before this chat and it lasts for a total of 3 years 5 months and 16 days???? Thats a pretty precise option that All British nust be offering, it seems a bit strange to me.

900 2018-08-04 2021-01-20 00:50:22 active
 

TheSam469

Newbie member
Joined
Oct 9, 2016
Location
Malta
I thought that UKGC hadn't implemented their self exclusion time frames till late 2015 at best. Correct me if i'm wrong
 

RyanABC - retired

Disabled Account (contact Admin)
Joined
Dec 17, 2015
Location
Malta
Hi there,

Jan and I will look into the matter at hand when we can, we are both currently OOO at an industry conference.

We appreciate your patience whilst we look into the matter.

Many thanks,
Ryan
 
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