Club777 - Responsible gambling
Found for the Casino - From our understanding of the UKGC responsible gambling requirements this player does not have a case.
Read our 777 Casino Review.
I suffer from a compulsive gaming addiction.
I have had a long history with 888 holdings plc, who failed to protect vulnerable players by allowing them to gamble while excluded, which resulted in criminal activity and were fined by the gambling commission.
In 2017 I was one of the people they failed to protect since 2011. I had to go through eCOGRA to get my deposits back and it was a long process which was resolved in 2017.
In June 2018, I registered with gamstop to help me with my gambling addiction.
However, in November 2018, I was able to create an account on Club 777, not realising it was a 888 holdings website./p>
I deposited £300 and then my account got suspended.
When I contacted customer service they confirmed that I had been excluded.
I contacted club 777 manager asking why I had been allowed to deposit when I was permanently excluded and requested to have the deposits of £300 returned to me as I should not have been allowed to gamble/ deposit on their sites.
As a person with gambling issues, I could not remember which sites I excluded myself from/ belonged to which group.
When creating the account I used the same details as previously used on their other site- full name, date of birth, postal address and even the same phone number.
However, I was accused of using a different email address when signing up and using a different name- I checked my details and I missed the 'e' in cathey which was a typo when I signed up. In regards to my email- I made the deposits using my old email with paypal, which is already on their system and in the list that they had sent me, which was permanently banned a year ago.
I would not have used different details intentionally for one simple reason- if I had won I would not have been able to withdraw my winnings as I would have failed security. (As they only verify your details when you wish to withdraw money)...
I do not think that 888 holdings take responsible gambling seriously or they would have asked players to send id documents prior to making a deposit/ verify their details.
Their system should be able to detect an excluded player and automatically block that player.
Also I could be a victim of fraud using the same details. Surely, if the last name, date of birth, postal address and exact same phone number match- further security should be carried out by club 777, in order to verify that player, to prevent fraud and to protect vulnerable players.
I asked for a list of accounts with 888 and all my details were on that list including my 'so called' different details that were used all linked to the same ID.
Since 888 have failed to protect me again- I require 888 to refund me my deposits as their systems should have identified me as a player who had been permanently excluded.
Personally considering 888 holdings were found guilty in failing to protect vulnerable players like myself, I don't think that they have done enough to prevent the same thing from happening again.
I am very disappointed with the way my complaint was handled and I hope that they will take responsibility for their errors and improve their systems in order to protect their players.
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