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

I’ll have the cleavage, I mean the special
CAG
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

On a Break
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

On a Break
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
 
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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
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
Why would he if there was no self exclusion in place? :confused:

See what I don’t understand is this . On the chat at 11.30 I’m excluded. In the mail they sent me today , which I posted earlier , my exclusion didn’t start until 00.50 Malta time, which is 11.50 BST. So my exclusion started after chat told me I’m excluded, and I had a chat ten minutes later which they didn’t quote in the email to me today which clearly stated it started in April 2015.
I’m bringing this to the forum to point out that responsible gambling is very much treated with a bit of disdain by some operators, and I believe things like this should be highlighted.
I’ve requested copies of all chats from 2015 in the SAR, it will be interesting to see what comes back....
 
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cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
Got this in response to my SAR request, which contradicts the reply I got from the Free Spins Casino CEO. So according to my SAR I excluded in January 2016 from All British for 5 years.
I have forwarded this to the CEO and asked for a response. Also its showing that the previous response from the CEO was wrong, I didnt self excluded 15 minutes after the chat took place.
It will be interesting to see if they refund the deposits.

Hi XXXX,


Thank you for hanging in there.


I have compiled all information in the formats you have requested and attached it in a zipped folder.


From our systems it appears that you have first requested to self-excluded on AllBritishCasino on 20 May 2015 for 90 days and for 5 years on 22 January 2016, this exclusion period will end 20-01-2021.

On FreespinsCasino your first exclusion of 90 days started on 25 June 2015 and the account was automatically reopened once this period expired.

In line with current regulatory requirements both account have now been excluded until 20-01-2021.


The websites in the portfolio of L&L Europe that accept players from the UK are:

allbritishcasino.com

allirishcasino.com/

nobonuscasino.com/

freespinscasino.com

yakocasino.com/

yeticasino.com

funcasino.com/


Please let me know if you have any further questions of a data protection nature at this point.
 

cncas2123

Meister Member
Joined
May 23, 2015
Location
Belfast
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

Hi Ryan/Jan, with reference to the information that I have posted, can you confirm that any SE on ABC should have automatically been extended to Free Spins Casino and I shouldnt have been sent emails with offers or been able to deposit?
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Shouldn't minimum period of self-exclusion should be 6 months for UK players at least
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if my memory serves me right as this link could suggest?

Other what i would ask is that if you were self-excluded (and you didn't just block your account from one single site), when and how you took "positive step" after your self-exclusion period was expired? Without you contacting operator to inform that you wish to return gambling, you shouldn't have access to your account even your self-exclusion period is over if you haven't take that positive action and then your account can be opened after one day cool off period which was one part of LeoVegas quite big fine they got:
  • Allowed 413 previously self-excluded [1] customers to gamble without speaking to those customers first or applying a 24-hour cooling off period before allowing them to gamble.
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90 days self-exclusion sounds bit weird when reading UKGC guide lines as that if your account is opened without your own request (should remain self-excluded minimum of 7 years without your positive action to return gambling) if you haven't request it.

Something is not really perfectly matching here based on explanation above but as 90 days self-exclusions shouldn't exist, it really can be just bit incorrectly phrased, but then if you were blocked only from one site, it shouldn't go across all the sites under same license i guess. I assume that you will get clear explanation from casino group what has happen and that everything has been made without violating any UKGC terms. All this assumed that you live in UK like your profile suggests.
 
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