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Betfair - Self excluded refund?

Ruling

Unresolved - The player claims they self-excluded at Paddy Power. A Live Chat rep confirmed this but the operator claim the chat rep made a mistake and that the account was closed due to a charge back. The operator will not share communication records so we cannot verify.

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Player's Complaint

I had a paddy power account with the username [EDIT]. I self excluded from this casino on March 29th 2017. I was still able to deposit approximately £160 after self excluding and I contacted my bank to have that refunded as I had already self excluded days before and was still able to deposit. Anyway, I had a betfair account. This was opened before I self excluded from paddypower. At the time, I didn’t realise they were the same company.

It was only recently (a few weeks ago) that I realised paddypower and betfair were the same. So, I instantly contacted live chat and explained that I am self excluded from paddypower and asked how it worked with me playing on betfair. The person I spoke to said I wasn’t self excluded from paddy power at all and I was still fine to use my betfair account. So I contacted live chat on paddypower and they confirmed I had self excluded. I have screen shots of this chat. So,I got back in touch with betfair and asked them to refund all my deposits that I had made on their site from the 29th March 2017, to date.. they refused. They said that as there’s nothing saying I was self excluded, they aren’t liable. So I get back in touch with paddy power and all of a sudden, they say I never self excluded.. and the account was only closed because of the refund I had from my bank. Half hour before, [EDIT] from paddy power, confirmed my self exclusion. Therefore, I’m just looking to have my deposits from betfair returned to me dating back to March 2017. Which is when I self excluded from paddy power.

My betfair username is stated above: [EDIT]

My paddypower username is:[EDIT]

I can’t remember the email address used for betfair, but the email address I have provided was used for paddypower.([EDIT])

Thank you.

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6 Responses

User icon
ThePOGG
April 6, 2018

Hi nmits1806 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
nmits1806
April 6, 2018

Thank you. I appreciate it

User icon
ThePOGG
April 20, 2018

Hi nmits1806,

Do you have any screen shot or email records of any Live Chat conversations where you were told you were self-excluded?

Thanks,

ThePOGG

User icon
nmits1806
April 20, 2018

Yes I have a screen shot of a chat I had wit someone at paddypower who are part of betfair so I believe..not so long ago. They confirmed I was self excluded. I have emailed it across to you from my registered email address.

User icon
ThePOGG
April 23, 2018

Hi nmits1806,

Thanks for that - I'll revert to the operator.

ThePOGG

User icon
ThePOGG
May 18, 2018

Hi nmits1806,

I've discussed this at length with Betfair. They claim that the chat representative made a mistake during that conversation. You asked whether the account had been self-excluded, the agent reviewed your account, saw that it was closed and incorrectly assumed that it was closed under Responsible Gambling procedures. The operator claims that the account was actually closed due to historic chargeback issues, where you're bank has revoked deposits you had already played with and lost.

If the above is true we would unquestionably support the operator. However, Betfair have not been willing to allow us to review their communication logs to ensure that no self-exclusion request was ever received.

The above being the case we're in a position where we have opposing claims from both parties and no solid grounds on which to make a ruling.

At this stage all I can suggest you do is approach Betfair's ADR IBAS.

Sorry we could not be of further help!

ThePOGG

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nmits1806 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:

April 6, 2018

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