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Hi dmeirion - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we've have to work within their framework. IBAS are Kerching's appointed ADR service. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, even if we were the appointed ADR service for these groups we wouldn't be allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address info@gamblingcommission.gov.uk.

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.

Sorry we cannot be of more help.

ThePOGG

Hi Pogg, 

Thank you for the advice on getting my case reviewed further.

Kind Regards,
Daniel.

As an ADR services are prevented from managing complaints against UKGC licensed operators involving Self-Exclusion, we have to decline this complaint.

Hello,
 
 I have received an email regarding my account.. on nextcasino.com user name [EDIT] email [EDIT].
 
 “Consequently, as self-exclusion indicates gambling concerning issues, for your protection we are obliged to exclude these gaming accounts as well and will now take the necessary steps to do so. Please note that during the period of self-exclusion it will not be possible to activate any of your accounts. Should you manage to register an account with one of our partners we will exclude any such account/s and potentially retain your deposits and/or winnings on any such account, by virtue of the following clause in the terms and conditions:
 
 Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.”
 
 Firstly I do not recall seeing or signing any paperwork that stated the above clause, I was also at the time of signing up to Next Casino, completely unaware that it was party to/sister company of/ or a licence sharer of Casino Luck.
 
 I deposited a total of £456.27 over a two day period, after losing all the said deposited amount i received the above stated email that also claimed “You have recently attempted to register a gaming account on NextCasino.com. Our system has detected that you have previously opted to self-exclude on a website managed and operated by EveryMatrix”
 
 I used genuine information to create an account with next casino, I deposited the funds knowing and respecting that I could lose all of my £456.27, what I did not know however is that I had no chance of ever winning anything. I did not know that had I won more than i had deposited or even wished to withdraw my initial deposits that would of been unable to do so.
 
 I feel that the casino is in the wrong here, and would appreciate my deposits back. I feel (although don’t actually know) that the clause they are hiding behind isn’t even legally binding? I also feel that next casino failed to comply to their SE requirements.
 
 Kind Regards,
 
 [EDIT].

Next Casino - SE Deposit dispute

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