When you cant protect yourself.....

[cncas2123]

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.

According to the response I self excluded for 5 years in January 16

 

[Slottery]

"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."

I saw this in post above where just pointed out that you were 90 days self-excluded and that your account was automatically reopened once period expired. Both should be not happening as per UKGC ruling:

- Self-Exclusion minimum period should be 6 months and you had only 90 days.
- Self-Excluded account should not open automatically for UK players once period is expired.

As said, maybe just incorrect word used and you were only blocked from one of sites, but if that was from all like self-exclusion only do if you don't close accounts one by one, you shouldn't received any marketing material from casinos within same license or get access to your account without your request and after that one day cool off period.

Sorry if understood wrong, just bit mixing message there about SE periods available and automatically opened account after SE expired.

 

[cncas2123]

"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."

I saw this in post above where just pointed out that you were 90 days self-excluded and that your account was automatically reopened once period expired. Both should be not happening as per UKGC ruling:

- Self-Exclusion minimum period should be 6 months and you had only 90 days.
- Self-Excluded account should not open automatically for UK players once period is expired.

As said, maybe just incorrect word used and you were only blocked from one of sites, but if that was from all like self-exclusion only do if you don't close accounts one by one, you shouldn't received any marketing material from casinos within same license or get access to your account without your request and after that one day cool off period.

Sorry if understood wrong, just bit mixing message there about SE periods available and automatically opened account after SE expired.

Didn’t mean to come across as abruptly as it appears, but yes they had it as a 90 day exclusion, then a 5 year exclusion, but originally they said there was no exclusion until the 4th August 2018. So my SAR proves that was wrong, and I just wanted to highlight that to the forum as it appears that they don’t take responsible gambling very seriously, and they don’t seem to have robust systems in place to make sure exclusions cover all sites.

 

[colinsunderland]

From memory there has never been a 3 month exclusion period so not sure how they managed that. Plus the account shouldn't have been re-opened unless requested by you are a 24 hour cooling off period applied. The account should not have been automatically re-opened either. @L&L-Jan @RyanABC maybe you could comment?

 

[cncas2123]

From memory there has never been a 3 month exclusion period so not sure how they managed that. Plus the account shouldn't have been re-opened unless requested by you are a 24 hour cooling off period applied. The account should not have been automatically re-opened either. @L&L-Jan @RyanABC maybe you could comment?

I don’t think they ever closed the Free Spins account which they should have as part of the ABC self exclusion, my details were exactly the same at all sites I’ve signed up for.
What’s worrying is they only seem to have applied an exclusion after I queried why I couldn’t access the ABC account, that’s over 2 years since the 5 year exclusion.

 

[cncas2123]

An update this morning, looks like they gave me the incorrect information at the start ( I wonder how many would just have accepted that and done nothing).....
But I am still concerned an exclusion from 2016 was never extended to sites under the same license, particularly when all the details were exactly the same.


Dear XXXXX,


I spoke to our Data Protection Officer and after digging in the logs he found that there was in fact a self-exclusion entered into in 2016 which was not showing up for some reason. At the same time, an error was showing the SE as starting from August 2018 which as I can now confirm was indeed incorrect.

This explains why the support staff informed you of the 2015 exclusion and the end date of 2021 as well as why I replied in the manner that I did.



Due to this, I apologise about my previous initial reply but I am glad that this was sorted in the end. I shall be instructing the payments team to refund your deposits immediately.

 

[colinsunderland]

At least its all sorted now, and you are getting your deposits back. A lot of casinos wouldn't do that, and certainly not without a big fight first!

 

[SpinUk]

On the back of a big potential fine ala Leo Vegas and clear evidence they have not enforced the previous self-exclusion, don’t think they had any choice.

Didnt stop them have a little nefarious stab at witholding the exclusion information on the DP request though. Nice try guys.

 

[Slottery]

Well done from Casinos side, give much more trust to operator when they can admit that mistake had happen and correct that in your favor, gives loads more trust to group who do this instead of fighting until very last chance to keep your dosh. We all make mistakes, also online casino operators, some of them just will sort them out quick and effective way (taking an account that there was weekend in a middle, could say that they couldn't be much faster).

Also again one example that you can act like OP, don't have to be furious and call casinos scammers etc.... Before giving them fair chance to sort things out, many of these "ranting topics" (not meaning this one) are bit over reacting, which is understandable when there is money attached, but most of operators, at least these where people in this community have learnt to trust, are very reasonable with their decisions when handling complaints/queries, they just sometimes need bit time and clear explanation from player as well to see whole picture and go through logs like in this situation.

Happy End.

 

[RyanABC - retired]

Hi everyone,

Apologies fro the silence on our behalf. I did raise this to the necessary parties one I first came across it and was told it would be sorted. Given the delicate nature of the query I thought best to leave discussions private between the player and our CEO.

I am happy a suitable outcome was achieved and I wish you all the best with your future well being.

many thanks,
Ryan

 

[cncas2123]

Update... as you can see the deposits were refunded to me and thank you to L & L for sorting this , but I do have genuine concerns that they don’t have systems robust enough to spot exclusion and input it to other sites in the group.
In this instance it took 2.5 years to put the ABC exclusion in place at Free Spins Casino , and that was only when I checked with ABC chat.
Hopefully they will review their systems and nobody else will slip through the net.

 

[alexking12k]

An update this morning, looks like they gave me the incorrect information at the start ( I wonder how many would just have accepted that and done nothing).....
But I am still concerned an exclusion from 2016 was never extended to sites under the same license, particularly when all the details were exactly the same.


Dear XXXXX,


I spoke to our Data Protection Officer and after digging in the logs he found that there was in fact a self-exclusion entered into in 2016 which was not showing up for some reason. At the same time, an error was showing the SE as starting from August 2018 which as I can now confirm was indeed incorrect.

This explains why the support staff informed you of the 2015 exclusion and the end date of 2021 as well as why I replied in the manner that I did.



Due to this, I apologise about my previous initial reply but I am glad that this was sorted in the end. I shall be instructing the payments team to refund your deposits immediately.

It's funny how you guys always make a mistake that works in your favor.

 

[Borgie]

It's funny how you guys always make a mistake that works in your favor.

Sorry what are you saying exactly?