777 - responsible gambling

Ruling

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

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Player's Complaint

I joined 777.com (888 group) on 20/05/2020 and made several large deposits totally £910.00. My account was then suspended. I tried contacting them by phone and email to no avail. I found an email from them in my spam folder which was received just after joining saying that my registration details matched someone else's but they still allowed me to deposit large sums. A week later they finally emailed me saying they will not refund me on the grounds that the details I submitted differ from another account with 888 which was blocked. This is incorrect. 888 are aware that the details I submitted are myself. I registered the new account using the following details My Name: [EDIT] as provided to 888 in November for another similar dispute in which I was refunded and to which they corresponded to me via. I feel that it is irresponsible of 888 to allow me to gamble large amounts knowing that I am a problem gambler then suspend my account after letting me do so. I would like a full refund of my deposits. I can provide a screenshot of an email sent to the email address I registered with on this account which was sent in November 2019 which is proof that 888 hold all of my details on file should you require it. I had a relapse of problem gambling during the lockdown and I am also suffering some mental health issues and I would really appreciate The Poggs help in this matter. Kind regards,

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