Betfair - cross brand exclusion

Ruling

Found for the Casino - Betfair and Paddy Power operate on separate gambling licenses. If they carry self-exclusions over it is beyond license requirements.

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Player's Complaint

I am just querying a decision betfair has come to regarding my account. Basically paddy power self excluded me after telling them about my issues with gambling in september last year. I then opened a betfair account around december of last year and proceeded to lose around £4000 since then and i would like to know if it would be worth it to submit a complaint to ibas to dispute this fact. They have emailed me back with this response

Hi [EDIT]

Thanks for getting in touch.

We appreciate your patience and have now thoroughly reviewed your query and our findings are as follows;

Following the merger of Paddy Power and Betfair on 2nd February 2016, we had measures in place whereby players are signposted to our sister companies and our self-exclusion processes if required. As a business, we are making progress in terms of sharing knowledge and data and will continue to improve and align our processes and policies.

As part of this, a new policy was implemented for customers who self-excluded from the 30th of December 2016 going forward to have their account on the other brand also self-excluded within 24-48 hours, and customers are informed of this at the time in advance. Self-exclusions applied prior to the 30th December 2016 are not included in this policy. We sign posted customers who self-excluded on either brand prior to the 30th of December that if they wanted to self-exclude from both brands they would need to contact them directly. Your Paddy Power account was excluded in September 2016 prior to this policy.

Unfortunately, we would not be offering any refunds as we feel reimbursing is in itself an incentive to gamble and encourages the behaviour to continue. We take the position we do, in line with professional addiction advice, to avoid such an outcome and believe it is a responsible approach.

Furthermore, as requested, we have attached the Deposits and Withdrawals report for you.

Thanks,

[EDIT]

Betfair Customer Service Management

Thanks in advance

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