Casino Complaint Winningroom (Acquired by Mr Green) Account Closed

[Chipkin9]

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

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]

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.

 

[EkJR]

Have you checked your consumer rights? You may be able to raise a case with them.

 

[Chipkin9]

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 .

 

[EkJR]

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]

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]

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]

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

 

[EkJR]

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

Check out the ADR service on here as well.

 

[Chipkin9]

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.

 

[EkJR]

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.

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]

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.

 

[colinsunderland]

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]

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

 

[SpinUk]

Trading standards and chargeback.

 

[Borgie]

Trading standards and chargeback.

Be careful with chargeback

 

[colinsunderland]

Trading standards and chargeback.

I'm sorry, but for what reason?

 

[Chipkin9]

Be careful with chargeback

My deposits were via Paysafe and Skrill anyway between April-August, so I couldn't even if I wanted to

Even if my deposits were made via my Visa I still would have no intention of doing this...only under exceptional circumstances, like me taking a knock to the head and depositing to some rogue outfit would I ever intend to do this, or a casino refusing to payout with no justifiable reason.

I'm sure there are other scenarios where Chargebacks could and should be considered and carried out, but unfortunately this is not one of them I feel.

So not to sound like I am contradicting myself, but I do both feel that I am entirely wihin my rights to ask for a refund given that I was not informed of the takeover and Mr Greens pocket was still being filled with my deposits while being SE, and also that as Colin has alluded to, they actually haven't operated against any regulations, since the UKGC allow them to have a separate License and there are no grounds for a chargeback.

So all in all, perhaps my fight should be against the UKGC for allowing this to begin with instead of Mr Green/Evoke Gaming. C'est La vie I guess.

 

[alexking12k]

What the hell? 30 day suspension.

This is not your issue, and making disparaging remarks like that might jeopardize the outcome of Chipkin's problem.

The hell was that for? The OP got flat out screwed by this casino, I call them out on it and I get a 30 day suspension? Interesting logic.

 

[Playford7]

Be careful with chargeback

Id completely agree.
Before I was a full member here and didn’t know my way around casinos and how to behave properly I made one single chargeback, to this day it still causes me issues.
A chargeback should only be used if the casino is totally proven to be rogue.

 

[Playford7]

The hell was that for? The OP got flat out screwed by this casino, I call them out on it and I get a 30 day suspension? Interesting logic.

Possibly the manner in which you addressed the problem caused the issue.

 

[dunover]

The hell was that for? The OP got flat out screwed by this casino, I call them out on it and I get a 30 day suspension? Interesting logic.

Maybe, but the rep is trying to his job on the OP's behalf and as members here generally benefit from the accredited/rep system it doesn't help speaking to them in that manner - whatever your viewpoint on the subject.
"Sorry, I don't believe a word of it" as opposed to "I have a feeling you're full of shit" wouldn't have raised an eyebrow let alone the ban hammer. Just sayin'

 

[alexking12k]

Maybe, but the rep is trying to his job on the OP's behalf and as members here generally benefit from the accredited/rep system it doesn't help speaking to them in that manner - whatever your viewpoint on the subject.
"Sorry, I don't believe a word of it" as opposed to "I have a feeling you're full of shit" wouldn't have raised an eyebrow let alone the ban hammer. Just sayin'

Potato - potahto!

 

[alexking12k]

Possibly the manner in which you addressed the problem caused the issue.

Potato - potahto