Betfair - Self Exclusion

Ruling

Declined - The UKGC have not given clear guidance regarding how operator mergers are to be managed with respect to self exclusions. The regulator needs to review this case.

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Player's Complaint

Dear Lady / Sir,

My name is [EDIT] and I have been advised by IBAS to make a regulatory complaint with gambling comission regarding my account with BetfairPaddypower.

Reference number given by Betfair regarding my matter is : RPCN-081 .

I`m gonna explain the matter now trying to be short and concise :

I have two gambling accounts one with Paddypower and one with Betfair . Both accounts have same details ( Name , Address , Mobile No , email ).

On 06/12/2016 I self excluded myself from Paddypower account feeling that I' m losing control of my gambling . Paddypower prevented me using my account which is not accessible even now.

Meantime my Betfair account was still open and I started to gamble on that making regularly deposits ( almost daily so they could clearly see my issue )

On 25/12/2018 , after two years , trying to login in my Betfair account I could n`t do it . Online with customer service they told me I`m excluded because this account is linked with my Paddypower account which I`m excluded in 2016.

I emailed them asking why I wasn't excluded earlier then , took them two years , or they wanted just as much money from me ( they where given me even bonuses in my Betfair account , sent me Horse racing program in post ) .

Betfair answer was they merged two companies and " 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 "

So because my self exclusion was on 06/12/16 on Paddypower , my Betfair account wasn't closed in 24/48 hours BUT THEY did it two years later ( why not two months , why not twenty years ??? ) and I thought they kept it going because my account was not a winning one so they wanted as much money as possible from me .

When I asked them this they answer : We closed your account because it`s linked with the other Paddypower account.

With all this I emailed Betfair requesting that my balance in my account ( which is on negative side ) to be brought to zero ( return me the difference between my deposits / withdrawals ) .

They refused stating that reimbursing is in itself an incentive to gamble but they where very keen and happy to take my money for two years no problem ( even offering me incentives ).

I have attached my emails with Betfair which I find disingenuous ( some emails say self exclusion it`s not automatically , some say it is ).

For any other queries don`t hesitate to contact me ,

[EDIT]

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