21 – not refunding my winnings

Ruling

Declined - As this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.

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Player's Complaint

The website is 21.co.uk where i deposited £220 and it let me deposit over the period of over a week and when I tried to withdraw the money they came back saying I had self excluded my self back in 2015 from stv bingo which is a sister site of theirs. It was never explained that this was the case and why let me deposit and play on so much thinking I had won and when I try and withdraw it does this to me.

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1 Response

ThePOGG

Dec 19, 2016

Hi siobhanp,

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 have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't 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 [email protected]

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies have been upheld or 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