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.
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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.
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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