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When you cant protect yourself.....

Discussion in 'Casino Complaints - Non-Bonus Issues' started by cncas2123, Aug 6, 2018.

    Aug 6, 2018
  1. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    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.
     
  2. Aug 6, 2018
  3. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    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:
     
    snorky510238 and cncas2123 like this.
  4. Aug 6, 2018
  5. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    The exclusion on the sister site wasn’t via Gamstop, when I checked with chat it was originally from 2015.
     
    goatwack likes this.
  6. Aug 6, 2018
  7. Skephan

    Skephan Newbie member PABnoaccred

    Occupation:
    Lawyer
    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.
     
  8. Aug 7, 2018
  9. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    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.
     
  10. Aug 7, 2018
  11. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    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?
     
    cncas2123 likes this.
  12. Aug 7, 2018
  13. mack341

    mack341 Full Member

    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.
     
    snorky510238 and cncas2123 like this.
  14. Aug 7, 2018
  15. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    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 .
     
  16. Aug 7, 2018
  17. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    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.
     
  18. Aug 7, 2018
  19. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Which casino is it?
    Just do a SAR and be clear you specifically want copies of chats included
     
  20. Aug 7, 2018
  21. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    Original exclusion was with All British Casino
     
  22. Aug 7, 2018
  23. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Mouche12 and RyanABC like this.
  24. Aug 7, 2018
  25. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    No not yet, wanted to see what the final response was
     
  26. Aug 7, 2018
  27. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    I would drop Jan a PM it's likely to be much quicker than waiting for support
     
    Mouche12 and Jasminebed like this.
  28. Aug 8, 2018
  29. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    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: Aug 8, 2018
  30. Aug 8, 2018
  31. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    Contacted the reps this morning.
     
  32. Aug 8, 2018
  33. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    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
     
  34. Aug 8, 2018
  35. TheSam469

    TheSam469 Newbie member

    Location:
    European Union
    I thought that UKGC hadn't implemented their self exclusion time frames till late 2015 at best. Correct me if i'm wrong
     
  36. Aug 8, 2018
  37. RyanABC

    RyanABC Affiliate Manager for Accredited Casinos

    Occupation:
    Affiliate Manager
    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
     
  38. Aug 8, 2018
  39. alexking12k

    alexking12k Experienced Member

    Occupation:
    Commodities trader
    Location:
    Los Angeles, CA
    In other words, you ain't getting your money back.
     

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