Club777 - Responsible gambling

Hi catr - welcome back!

Before we go any further I need you to confirm the url of the site you are complaining about? Club777 were part of the Mansion Group of casinos before they closed, not the 888 Group.

Moving on, it is unlikely that you have a case here. The terms of use at GamStop - who are the national self-exclusion scheme set up by the UKGC - read as follows on this particular issue:

"GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to us as part of the registration process."

Where the UKGC scheme specifically cites using a different email address to be a point where the system may not function correctly, it seems reasonable to conclude that the same would be applicable when registering accounts at different properties across a group.

Finally, based on our conversations with the regulator, in situations where a player has changed their details and subsequently avoided the new account being detected, the regulator's expectations would not necessarily be for the operator to refund deposits to the player, but rather that they give the deposits to a gambling related charity.

Thanks,

ThePOGG

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Hi, Thank you for your email. My apologies, the website is 777.com . I have had the complaint on resolver and for some reason it came up as club777 but Cassava (888) responded to my complaint. I apologise for the confusion caused. In regards to GamStop- the issue is not with them but with 888 holdings. I have a list of all my accounts which was provided to me by 888 themselves (available on request). On that list are all my linked details such as different emails used in the past and even old postal addresses, including the account I have made the complaint about. Hence my details were linked and should have been detected by their system. Considering the history I have with 888 holdings and the fact that they refunded me my deposits between the years 2011-2016, after failing to exclude me permanently in 2011, (accounts that had various emails addresses and postal addresses yet still were linked)- I do not think that 888 have done enough to protect me as a player. Furthermore, I was not asked to provide further information although I had the same full name, postal address, date of birth and phone number and my details were matching my previous accounts with them. I could have been a victim of fraud which is another concerning issue... I think 888 Holdings should have done more to protect me as a vulnerable player, especially when this has already happened in the past. Therefore I require that my deposits of £300 would be refunded to me as I should not have been allowed to make the deposits. Clearly 888 holdings did not do enough to protect me as a player,even after they were fined by the gambling commission for failing to protect excluded players... I could understand if I had used completely different details, but as mentioned above my ID details were all linked on their list. I appreciate your help in this matter. Kind regards, [EDIT]

Hi CatR,

Your message was caught by our spam filter due to the inclusion of a link.

The point I was making with the GamStop terms, is that these are the policies specifically put in place by the regulator run scheme. Where GamStop are stating that their self-exclusion system can fail if you use email addresses that you have not provided them to register new accounts, we have to assume that the same would apply to detecting new account registrations within a group as it is effectively the same process that is being applied.

As to the 'linked account' - I'm afraid that the group providing your details under a Freedom of Information request or similar doesn't indicate that the accounts were linked within their system. That type of response will be dealt with manually and a human will be able to spot accounts with different details but that belong to the same person better than a person.

And as detailed above, based on our conversations with the regulator, in situations where a player has changed their details and subsequently avoided the new account being detected, the regulator's expectations would not necessarily be for the operator to refund deposits to the player, but rather that they give the deposits to a gambling related charity.

If you really feel your case is likely to warrant a refund from the operator our best recommendation would be to contact the UKGC.

Thanks,

ThePOGG