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21 - Self excluded and allowed to sign up to sister site

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Pink Casino Review.

Player's Complaint

I signed up with 21.co.uk some time ago. I was an addicted gambler from the age of 18 and it completely ruined my life at the time. I self excluded permanently from there and then I managed to open an account with Royal Panda. Once again, I self excluded from this site. I also managed to sign up for an account with Pink Casino (I did not know at the time that they were all sister companies and they have rules and regulations in place to stop people from self excluding from one of their sites and then being able to sign up for another) i had my account verified by Pink Casino by sending in various identification documentation and was even then classed as a “VIP member” (which looking back was obviously a ploy to get me to spend even more with them as it was obvious I had a serious problem)

I managed to lose over 10k in the space of 3 days with Pink casino.

I should have never been allowed to have my account verified after self excluding from a sister company and I also feel that more should have been done to stop me from being able to spend such a ridiculous amount of money when I was only on minimum wage in such a short space of time.

Read the casino review

3 Responses

User icon
ThePOGG
October 22, 2020

Hi peach12 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

User icon
peach12
October 23, 2020

Thank you for your help and your quick reply, I’ve not actually gambled since (2.5 years ago)

Can you please tell me why this is? I have seen some very similar cases on this site that have been sorted by yourselves? Sorry, I am not very familiar with the gambling commission or by who the regulator is?

I have complained via resolver to no avail

Thank you

User icon
ThePOGG
October 23, 2020

Hi peach12,

Any complaints of this nature that we have reviewed fall into two categories:

i) non-UK complainants

ii) pre-dating the most recent ADR information published by the UKGC.

The UKGC explicitly defined in their most recent guidance that their approved ADRs (which we are not) would not be qualified to review issues relating to whether a player should have been allowed to play or not. That prohibition effectively ensures that no operator is ever going to discuss an issue of this nature with any unapproved entity. If the approved entities are restricted from reviewing claims of this nature then there's no grounds for any operator to engage with unapproved entities.

You need to contact the UKGC.

Thanks,

ThePOGG

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Agreement

peach12 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Pink
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • Intellectual Property and Software Ltd

October 22, 2020

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