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Bingo Extra - Gambling Addiction Ignored

Ruling

Resolved - This player has become non-responsive to our requests for updates. As such we assume that they've managed to resolve this issue without our intervention.

Read our Bingo Extra Review.

Player's Complaint

Hi, over a period of 3 years I gambled with bingo extra. I gambled every day sometimes upto 10 hours at a time. I asked them to close my account but they offered me free spins instead. I begged on a weekly basis for free spins and bonuses. I gambled until my card declined. There was no request of proof of income etc, in all the time I gambled with them they asked for a bank statement showing my address to prove my new card. They hounded me calling me on my mobile phone. It was clear by the pattern of my gambling, begging for bonuses, amounts I was spending that I had issues. I am wanting only what I gambled back, I do not want any compensations etc. I know they have recently been fined for lack of due care and have refunded the clients back. I can remember sending them a exclusion email but they will deny this as they did in their report to the gambling commission. They were found guilty. I have emails to prove all of the above.

Read the casino review

7 Responses

User icon
ThePOGG
January 9, 2019

Hi lallytidder - welcome to ThePOGG.com!

Unfortunately what you're asking for here is likely to prove very difficult to achieve. If you account had been identified as impacted by the recent Gambling Commission regulatory action you would almost certainly already have been contacted. So it can be reasonably concluded that your account was not subject to the particular failings that were highlighted by the UKGC.

This effectively leaves us with a situation where your case relies on there being strong enough indicators in your activity pattern that the operator would be expected to identify that you had a gambling issue without explicit instruction of the problem. The simple reality is that is never an easy case to make.

By far the easiest road to a claim here is if you have asked for a gambling addiction related self-exclusion and this has not been enforce. I need to be clear here though that simply asking for your account to be closed without explicitly stating that you are experiencing issues controlling your gambling would not fall under responsible gambling policies. Do you have any communications with the operator where you requested a closure due to gambling addiction?

Thanks,

ThePOGG

User icon
ThePOGG
January 21, 2019

Hi lallytidder,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
lallytidder
January 21, 2019

Hi,

I am definitely going ahead with a specialist solicitor I have found. Currently I have requested my data from the site, so once recieved , if they don’t agree to a refund /part refund of my deposits I will fight. When someone plays a site everyday for two years with one withdrawel, no request of proof of income, bank card statement etc I know this is breach of money laundering and know your customer. I will also go to social media, press etc until I get heard. I only want what’s mine no extra etc, then that will be the end of it. I also have a journalist from a national newspaper interested in my data once I have recieved it, especially because of the publicity around gambling addiction at the moment. I do have emails saved requesting for account closure, but being offered free spins to keep open to a gambling addict is a no brainer.

User icon
lallytidder
January 21, 2019

Oh and I am currently trawling through my emails as I know I send a request for account closure due to gambling addiction . I will find it .

User icon
ThePOGG
February 8, 2019

Hi lallytidder,

Have you found any relevant communications with the operator?

Thanks,

ThePOGG

User icon
ThePOGG
February 15, 2019

Hi lallytidder,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 22, 2019

Hi lallytidder,

If we haven't heard from you by Friday the 1st of March I'll assume you no longer require our assistance with this issue and close this complaint.

Thanks,

ThePOGG

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Agreement

lallytidder 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:

  • Bingo Extra
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • Daub Alderney Ltd

January 9, 2019

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