Casino Plex - Did not provide cooling off period
Declined - As this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.
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I was sent an email at the end of March advising that my account had been reopened after self exclusion.
I went on to play at the site over a number of days.
I subsequently found out that they should have given me a 24 hour cooling off period and that any request to reopen had to come from me and I should have also spoken to somebody in line with UK GC license terms.
I requested a full refund of all deposits made due to them not following the correct procedures and being in breach of license conditions.
Had the following procedure been followed then I would not have gambled.
They refuse on the basis that I excluded for a year and chose Automatic Self Exclusion End type, meaning that after 1 year the account was reactivated.
I don't believe they are allowed to do this under their licence conditions and would like deposits returned.
the casino review
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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 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]
You should refer your complaint to the UKGC for general review as to whether license conditions have been upheld. You should be aware that the UKGC is not an ombudsman or complaints service and does not review cases on an individual bases.
If you are seeking financial redress you will have to raise your complaint as a civil matter through the court system.
Sorry we cannot be of more help.