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Coral – Self exclusion applied when not requested

Ruling

Found for the Casino - Coral casino are within their rights to exclude any player they feel is at risk. We have no grounds to argue against this.

Read our Coral Casino Review.

Player's Complaint

Hello,

I have been speaking with coral about an old old in-shop only exclusion, after speaking with them they emailed me saying they have reviewed my account and excluded me from all their network land and online.

Before this happened i was asked if i would like to be excluded and i said no.

I work for a gaming company and i understand all aspects of responsible gaming.

I have not even deposited on the site for a long time.

There is absolutely no reason from my emails of my account to suggest any exclusion needed.

I have also had the emails reviewed by my own responsible gaming team and they too do not see no reason to have been excluded.

I have all emails saved and will forward if needed.

I have submitted a complaint with Coral but can not see me getting anywhere with them, should I wait for a response before you help?

Read the casino review

1 Response

ThePOGG
Sep 15, 2017

Hi Carlwayne88 - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help you here for the following reasons:

- There's no money at stake. Coral are a private business. They are within their rights to decline anyone's custom for any reason that is non-discriminatory. In the wake of the UKGC's fine of 888 many operators are taking a far stricter approach to their Responsible Gambling policies and if Coral feel that simply having excluded historically is now enough that they would consider you high risk we have no grounds to argue with their position.

- Coral and their entire group are routinely non-cooperative with complaints posted at this service.

Something else within your complaint caught my eye, specifically that you work for a gaming company and have had your own responsible gaming team review this issue already. I looked you up and it looks like you work for Rocket9, a company that appears to work exclusively with the IPS group. Now that wouldn't necessarily stop us intervening on your behalf if there was a legitimate case to argue, but I have to say that it makes me personally uncomfortable to have someone working for a group that will flatly refuse to discuss complaints with us looking for us to intervene on their behalf. I obviously understand that you may not be the individual responsible for that decision, but I'm sure you can see why any other player who submitted a complaint against the IPS group would find it difficult to swallow that the IPS team won't discuss their complaint but their members will turn up here with their own complaints....

Sorry we can't be of more help,

ThePOGG

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