Black Label - Self exclusion
Ruling
Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.
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Player's Complaint
I tried to use online chat to exclude myself I also tried the responsibile gaming link but it did not work so I emailed them to request self exclude on the 8th November as I have a problem they ignored my request and instead sent me a cash chip of 35 euro I have just topped up 600 euro today that I can't afford this is my mortgage money it's tantamount to giving a recovering drug addict more drugs am so ashamed
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Hi shelly - welcome to ThePOGG.com!
As a UK citizen you should only be playing with operators that hold a UKGC license. Black Label Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Alongside this, Black Label Casino are unlicense. There is no regulator to set the standards that they would be required to meet in terms of responsible gambling. In effect they set their own rules and it's likely to be extremely challenging to effectively argue this case.
You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.
Thanks,
ThePOGG