Aspers - Account unlocked early causing massive losses

Hi Pilkyy - welcome to ThePOGG.com!

Can you please forward on any communication you've had with Aspers casino regarding the re-opening of your account to [email protected].

You may have a claim against Aspers casino here, but I will have to review the details.

I do need to be clear that it is very unlikely we could do anything about the money you lost with SkyVegas and we cannot do anything about any loans you may have taken out.

Thanks,

ThePOGG

Hi there, I can't thank you enough! I have emailed the transcript for you to look at.

I completely understand that there is nothing to do with Sky Vegas, I knew they had done nothing wrong and I would expect them to do anything about it. I also appreciate what you said about the loans, that's on my head.

Thank you so much for replying to this, you're amazing people.

Hi Pilkyy,

Thanks for your email. This issue is going to require having a discussion with various 3rd parties about the technicalities of the system, so you need to be aware that it could take some time before I'm able to offer you a full response.

ThePOGG

Hi ThePOGG,

Thank you for the update, I will be patient.

Hi Pilkyy,

I've spoken to Aspers Casino about this issue and my current understanding is that they intend to reach out to discuss this issue with you shortly. I would appreciate it if you could confirm when they do.

Thanks,

ThePOGG

Hi there, thank you for the update, they haven't reached out to me yet but I will let you know. Thank you!

Hi ThePOGG. I received an email yesterday from Aspers casino, I'd love to discus what they said with you if at all possible.

Could I forward the email to your complaints email address or should I discuss it openly on this thread?

Thanks again for everything, I'm gobsmacked.

Hi Pilkyy,

Please forward it to the complaints email address and I'll take a look.

Thanks,

ThePOGG

Hi ThePOGG, I've forwarded the email to you.

Thanks

Hi Pilkyy,

I'm having another conversation with Aspers. Please do not respond to that offer at the present time.

Thanks,

ThePOGG

Hi Pilkyy,

My understanding is that Aspers should have contacted you a few days ago with a revised offer. Could you please confirm receipt and if you are happy with the offer let Aspers casino know?

Thanks,

ThePOGG

Hi Pilkyy,

I'm following-up on the above?

Thanks,

ThePOGG

Hi ThePOGG, Sorry for the late reply. Yes, Aspers Casino have been in contact with me and have offered the full claim amount of £1830 as a settlement which I am happy with. They have since sent me the amount and all is well. This will help massively with the loans I dropped myself into but will not cover them all unfortunately. I did want to double check that you believe there is nothing that can be done about the large amount I lost with SkyVegas? If anything can be done about this I feel I would be obliged to offer you ThePOGG a sum of £400 for the work done in recovery of these funds. I completely understand that you may believe there is nothing that can be done at SkyVegas but looking at my account there I have lost many thousands there with no bonus offer or anything. One thing I would like to add to that case is that although SkyVegas did call me to ask what the recent very unusual and high deposits where, I believe if I would have had a call at the time of the deposit than this huge loss could have been avoided. As they self-excluded my account to protect me only AFTER the very unusual deposits and losses. Again, I understand if you believe nothing can be done but if you can, I would like to send £400 as a huge thank you. Recovering these losses too would just about cover all of my loan debts caused by this. Also, for the work done recovering losses at Aspers I would like to send £100 by any means to yourselves as a thank you on my behalf, I understand you work completely fee-free but I feel it's only right for me to thank you this way as you don't understand how much you have helped me. £100 doesn't sound like a lot considering the recovery but this is all I can afford as the rest of the money has been used to pay off debt. Please get back to me about the case at SkyVegas if you feel there could be a slight chance of a case, if all goes well then, like I said, there's a £400 thank you from me. I hope you accept my offer of just £100 for the work done at Aspers, please guide me on how to forward this sum to yourselves. Again, thank you from the bottom of my heart for going out of your way to deal with this for me. I hope understand what good you are doing, you're all unsung heroes Thank you. [EDIT]

Hi Pilky,

Firstly, regarding your kind offer - while I personally appreciate it, the money will make a far bigger difference to you than it will us. While we are far from the biggest group within the gambling industry, we do reasonably well for ourselves. Offering the free complaints service, and more recently with the addition of BetBlocker, we position ourselves to directly give something back to the community that supports and sustains us. Helping players like you recover money makes this site morally worthy and more than 'just another site advertising gambling'. So consider the service a thank you to yourself and other players and put the extra money towards paying back those loans!

With regard to Sky Vegas, I genuinely don't think there's a case here. This hinges on the length of closure you requested. A 6 week 'Time Out' will expire automatically at the end of the 6 week period. This differs from a Self-Exclusion which starts at a minimum of 6 months, where the exclusion has to be extended at the end of the period unless the player takes 'positive action' to re-open their account after the exclusion period and even then requires a 24 hour cooling off period before the account can be re-opened. So, to summarise, as long as the 6 week period had passed there's no reason that your account would not have been accessible.

Further to this, as you said yourself, this all happened in a very short space of time. Operators are required to monitor player behaviour patterns for indications of problems, but this is not expected to happen in real time. They are allowed a reasonable time period to review and assess before taking action. If you'd won while playing you would have expected to be paid your winnings, so losses cannot be voided on this ground and the operator appears to have taken the appropriate action at the appropriate time.

Sorry we cannot be of more help on this front!

ThePOGG