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BetMclean - Self Exluded User Allowed to reopen account and deposit.

Ruling

Declined - As this complaint relates to self-exclusion policies we are not allowed to review it. As such we've forwarded the player on to the UKGC.

Player's Complaint

Bet McLean (www.betmclean.com)

Account: [EDIT]

Registered email: [EDIT]

Hi,

I have a Severe Gambling addiction which I am constantly trying to control, I have self excluded from all of my online casino accounts, however due to the problem I still sometimes have the urge to create a new account and try to gamble. Thankfully however my Self Exclusion often prevents this from happening, and if it does my deposits are refunded.

I recently opened an account on BetMcLean and deposited a lot of money. Following which I realised that I had previously had an account which was Self Excluded due to gambling addiction.

I have emailed BetMcLean and they are saying that because the have changed operators from Boylesports to Sports Betting & Gaming Services (SGS) that I would not be able to receive a refund of my deposits, even though they have confirmed to me by email that they have a list of previously excluded users through Boylesports. They insist I am not on the list.

I know that I was 100% self Exluded through the Boylesports Operation, and they will be able to confirm this.

Please can you look into this issue for me, as this would greatly assist in my ongoing battle against my addiction.

Many Thanks

[EDIT]

Read the casino review

2 Responses

User icon
ThePOGG
September 12, 2016

Hi lbc4321 - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't be allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected]

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.

Sorry we cannot be of more help.

ThePOGG

User icon
lbc4321
September 12, 2016

Many Thanks for the quick and informative reply.

I have now referred this to the UKGC.

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lbc4321 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:

September 12, 2016

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