Bingo.com - Platinum Gaming Limited Self Exclusion

Ruling

Found for the Player - Bingo.com have informed us that they will not discuss this player's complaint with this service.

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Player's Complaint

I was able to open up an account with Bingo.com and deposit and play with over £1200. I found out that I had self excluded with UniBet until 2020 which is operated under the same company, Platinum Gaming Limited.

On the 4th November I contacted Bingo.com to ask why I was able to open up an account and deposit in the first instance. A chat advisor informed me that my complaint/incident had been sent to the responsible gambling department for review.

I have subsequently emailed the support team at Bingo.com to ask for an update (7 times). I am getting vague responses and am being told my incident is in a queue to be looked at, it has now been 26 days without a response from the responsible gambling department.

On the 22nd November I decided to write a long email (polite email) specifying the following, a copy of the email can be provided.

1) A request to receive a full refund of my deposit

2) A subject access request of my personal data (40 days to comply in regards to GDPR compliance, no recognition of my request has been made).

I am raising a complaint now because I do not feel as though my incident is being dealt with appropriately. I emailed again today for an update and receive two generic email responses, one addressed to me and another addressed to someone else with a different incident number and a different name which is very worrying.

My Justification of Refund

I do not believe I should of been able to open and account let alone deposit and play with any money on Bingo.com because I had self excluded under the brand Platinum Gaming Limited on the UniBet site with the same email address. As the self exclusion was applied to the same email address the matching criteria should of been instant and I should of been flagged as not being able to open an account. As a database developer myself I can guarantee that there is no reason why this should have happened. In addition, the account had remained open for several days (3-4 days) after my complaint, I was even asked to submit verification documents which I did and the documents got approved.

Happy to provide any additional information if required.

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