Casino Complaint Winningroom (Acquired by Mr Green) Account Closed

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
I'm completely agree that you are right to be annoyed with them, I certainly would be, but I do think, had you won, you would have been paid, so don't think they were freerolling you. It would be different if they were operating under MrGreens license as then they would have had to SE from the earlier date.
You most certainly should have been told about the merger, even if only from a data protection view, as obviously your data will now be handled by a new company, so not sure how they have done that without getting your permission first.
Will be interesting to see what the rep comes back with :)

They way I also look at it; separate License or not...Evoke/Winningroom are owned by Mr Green, and it's into Mr Greens pocket my money went. That's me looking at it very simply :)
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
They way I also look at it; separate License or not...Evoke/Winningroom are owned by Mr Green, and it's into Mr Greens pocket my money went. That's me looking at it very simply :)

I agree and also think, regardless of how many licenses are involved, if you SE from a casino, then it should apply instantly to any casinos they own, even if they have separate licenses. However, the UKGC seems to feel differently so we just have to go by the rules that are there unfortunately :(
 

Mr Green-Redbet_Customer supportRep

Senior Affiliate manager
Joined
Nov 12, 2012
Location
Malta
Good morning all,

Please for security reasons contact our Customer Service department on [email protected], you need to email from your reg email account so we can bring up your account and locate the player. Our support agents will make sure your complaints are taken care off. Thank you :)
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Good morning all,

Please for security reasons contact our Customer Service department on [email protected], you need to email from your reg email account so we can bring up your account and locate the player. Our support agents will make sure your complaints are taken care off. Thank you :)

Hi MGA,

I've contacted customer services and have been replied to that complaints are taken seriously and may require some time to conclude, so I am just awaiting the outcome of that.

I must say, I am not optimistic in the slightest and am expecting the same company line response I got from Evoke Gaming (Winningroom). Let's see :)

Thanks for your assistance either way :)
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Interested to see the outcome of this as had a similar case of being excluded on Ladbrokes but being able to play at Coral. They denied a refund because they operate on separate licences but are one and the same company.
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Okay...So I got a response from Mr Green customer service.

My response was from Dennis who handled my complaint at Evoke Gaming (Winningroom). So Evoke Gaming and Mr Green have the same complaints team and all he did was refer me back to how he handled my complaint in the inital instance at Winning Room.

Basically telling me I won't be refunded.

So that's that. Operators where players are excluded can now go around and buyout brands, withold the knowledge of these acquisitions from thier player base and freeroll deposits off these excluded players and bypass the rules and regulations of Responsible Gaming set out by commissions.

Absolute horeshit in my opinion :mad:

Edit: I also can't help but think it's a big joke to Mr Green...the way the rep here told me to contact Mr Green customer service as a resolution, knowing full well I would get a response from Dennis from Evoke Gaming.

Great!
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Interested to see the outcome of this as had a similar case of being excluded on Ladbrokes but being able to play at Coral. They denied a refund because they operate on separate licences but are one and the same company.

Yea and they also would have refused to pay you any big cashouts. At that point they would have given you your refunds. They get away with absolute blue murder and this shit shouldn't be allowed to happen.

They always have a loophole.
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Have you checked your consumer rights? You may be able to raise a case with them.

Sorry to sound dumbish.

I know of consumer rights, but who would I raise a case with in regards to this?

I was thinking of making a complaint to the UKGC as I think an ADR would not produce the desired outcome since Mr Green are being completely stubborn and self assured in this whole matter.

Dennis also had the smug arrogance to provide me with details of an ADR service (IBAS) knowing Mr Green will not be budging. So I think that leaves the UKGC as my only option now and sadly they'll do FA :mad:.
 
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EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Trading Standards. Just Google them.

UKGC look at things from a regulatory point and don't deal with individual cases. I know as I have spoken to them lately. If you can provide evidence to them that the exclusion policy on Mr Green wasn't followed correctly and only retrospectively applied then they may raise a case against the operator. No guarantees of anything though.
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Actually considering an ADR afterall.

Can someone confirm if my complaint should be made toward Mr Green as the owner of Evoke Gaming in this case?

My issue stems from the fact that Mr Green have been exploiting me through one of thier subsudiaries and accepting deposits from me when I've been Self Excluded at thier main site Mr Green. So I'm not entirely sure because they have thier separate license loophole.

So who should I make an ADR against?
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Actually considering an ADR afterall.

Can someone confirm if my complaint should be made toward Mr Green as the owner of Evoke Gaming in this case?

My issue stems from the fact that Mr Green have been exploiting me through one of thier subsudiaries and accepting deposits from me when I've been Self Excluded at thier main site Mr Green. So I'm not entirely sure because they have thier separate license loophole.

So who should I make an ADR against?

Is it IBAS? If so you need to put your case to them as clearly and open as possible, lots of info. They are the best ADR imo in terms of understanding of player issues.

You would be doing it against Evoke
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Is it IBAS? If so you need to put your case to them as clearly and open as possible, lots of info. They are the best ADR imo in terms of understanding of player issues.

You would be doing it against Evoke

That was the ADR service Mr Green informed me of aye. Whether or not I use them or someone else I haven't decided. I am aware that they don't have to discuss anything with anyone else, but they are legally obliged to be signed up to one ADR service and IBAS is thiers.

I'll definitely need a few days to formulate a coherent dispute as possible. What a shitty feeling and position it feels like to be in right now :laugh:
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
That was the ADR service Mr Green informed me of aye. Whether or not I use them or someone else I haven't decided. I am aware that they don't have to discuss anything with anyone else, but they are legally obliged to be signed up to one ADR service and IBAS is thiers.

I'll definitely need a few days to formulate a coherent dispute as possible. What a shitty feeling and position it feels like to be in right now :laugh:

Check out the ADR service on here as well.
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Check out the ADR service on here as well.

Yea I know, cheers buddy. Been here as a member 5 years and haven't had to use it yet. Whatever issues I have had in the past I have learned from here and had them resolved through either the Casino directly, and if that failed the few Reps I have had to contact here sorted the minor issues.

I don't know why, but I feel a slight bit of embarrassment about using it, even though I feel I am within my grounds. :oops:
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Yea I know, cheers buddy. Been here as a member 5 years and haven't had to use it yet. Whatever issues I have had in the past I have learned from here and had them resolved through either the Casino directly, and if that failed the few Reps I have had to contact here sorted the minor issues.

I don't know why, but I feel a slight bit of embarrassment about using it, even though I feel I am within my grounds. :oops:

Are you Scottish mate?

Anyway I think your concerns are legitimate. I might rekindle my old Ladbrokes Coral issue as well actually as they are the same company. Ethically corrupt they are.

Imo one part of a company exclusion should apply across all parts of the business. You can't have instances where your excluded on company a and not on company a1 as it creates these issues. They sound like they are not playing ball but why don't you find out the outright owners of the group and email them about it before going down the ADR route?
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Are you Scottish mate?

Anyway I think your concerns are legitimate. I might rekindle my old Ladbrokes Coral issue as well actually as they are the same company. Ethically corrupt they are.

Imo one part of a company exclusion should apply across all parts of the business. You can't have instances where your excluded on company a and not on company a1 as it creates these issues. They sound like they are not playing ball but why don't you find out the outright owners of the group and email them about it before going down the ADR route?

Irish :)

Basically what is being allowed to happen is the companies are being allowed to circumvent Gambling Authorites' regulations on Responsible Gaming by holding separate Licenses. It's deifintely not on in my opinion, and I also feel you should to pursue your own issue in regards to this.

If we as players allow it to happen, they will continue to exploit excluded players through thier other subsidiaries. Only we can change that.

I'm doing my best to avoid the ADR route for now. :thumbsup:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Irish :)

Basically what is being allowed to happen is the companies are being allowed to circumvent Gambling Authorites' regulations on Responsible Gaming by holding separate Licenses. It's deifintely not on in my opinion, and I also feel you should to pursue your own issue in regards to this.

And thats the problem you have, they are allowed to do it, I honestly can't see you getting anywhere with this unfortunately. I totally agree with you that it should be applied across both licenses, but legally they don't have to, so I can't see any ADR siding with you as they haven't done anything legally wrong. If, however, you could find evidence they have confiscated balances or not paid withdrawals for this reason, then your case would be MUCH stronger :)
 

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
And thats the problem you have, they are allowed to do it, I honestly can't see you getting anywhere with this unfortunately. I totally agree with you that it should be applied across both licenses, but legally they don't have to, so I can't see any ADR siding with you as they haven't done anything legally wrong. If, however, you could find evidence they have confiscated balances or not paid withdrawals for this reason, then your case would be MUCH stronger :)

Cheers Colin, your input is appreciated and as usual spot on.

I've contacted the UKGC and made a complaint about why this is allowed to happen. This is the end of the matter for me and I won't bother with the ADR.

Just a shame Gambling Authorities leave loopholes for Operators. They must know that players will be taken advantage of in these cases and simply don't care.

I think thier rules on RG are more for the casino's benefit than ours...as Casino's can simply refuse to payout to Self Excluded players. Surprise Surprise :rolleyes:
 
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