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Betfair - Self Exclusion


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.

Read our Betfair Casino Review.

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 ,


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4 Responses

User icon
April 2, 2019

Hi ballymena78 - welcome to!

As advised by IBAS, you need to contact the UKGC regarding this issue. They would be the appropriate body to determine whether or not Betfair's practices have been compliant with license requirements with respect to this issue.



User icon
April 2, 2019

I have contacted UKGC but first email from them is an amateurish one . They say because I m in Northern Ireland could be a case that they not regulate that license. I brought to UKGC attention that paddypower/betfair sites are stating that for customers in UK they are regulated by UKGC and NI is part of UK .

I have no faith in a commission that replies with such an answer .

User icon
April 5, 2019

Hi Ballymena78,

Unfortunately they are the only party that can make a determination in a situation like this involving the merging of licenses. The requirements for this particular situation have not been clearly outlined by the regulator leaving us nothing upon which to base a ruling.


User icon
April 7, 2019

Thanks for email , I have replied.

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Ballymena78 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:

  • Betfair
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • TSE (Gibraltar) LP

April 2, 2019

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