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Casino Red Kings - Requested account to be closed but wasn't

Ruling

Declined - As a UKGC appointed Alternative Dispute Resolution service we are not allowed to review self-exclusion issues and are required to direct complainants to the UKGC.

Read our Casino Red Kings Review.

Player's Complaint

Good morning,

Further to my conversation with [EDIT] just now on live chat, I would like to escalate the below matter:

On Friday 10 February and Saturday 11 February I contacted the live chat facility through the poker client and requested my account to be closed "permanently" and "immediately". I was told through live chat that I had to wait despite me asking for it to be done straight away. This was not done. I was trying to be responsible as I felt my gambling was getting out of control and therefore the account should have been closed straight away.

I then tried to log in on Sunday 12 February and found that my account was still not closed. Yesterday, 12 February I then went onto deposit and lose ~ £20,000 which was a deposit for a house with my partner which I need for this week. We will therefore be homeless if we do not have this money.

I am therefore asking for all deposits made yesterday, which total around £19,800, to be reimbursed to me, to the cards they were made with. I am aware that all deposits before the 12 February were all made when I wanted the account to be open so do not expect them to be refunded.

I am also forwarding this email to the gambling commission to get their views on it and will be proceeding legally if necessary.

Read the casino review

1 Responses

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ThePOGG
February 15, 2017

Hi AJP187 - welcome to ThePOGG.com!

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.

ThePOGG

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Agreement

AJP187 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:

February 15, 2017

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