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Coral - Withdrawing


Declined - As this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.

Read our Coral Casino Review.

Player's Complaint

Hello I opened a Coral account on Saturday and deposited 150 pound I then won 9000 trying to withdraw 7, my account got frozen and 3years ago I had an account with them which I self excluded myself for 12 months. I thought once I had self excluded my account would close, so then I opened up a new account the other day I am now not entitled to any of my winnings which is life changing money I wasn't trying to scam them as I had every intention of carrying on gambling with them but now I am extremely devastated as that was life changing money for me and my family, I had moved address last year so I put all my correct details and they asked for no verification as soon as I did it so I thought that I was just opening a brand new account could you please provide me any advice thank you.

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2 Responses

User icon
October 12, 2016

Hi danwhitby1 - welcome to!

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 be 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]

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies have been upheld or need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.

Sorry we cannot be of more help.


User icon
October 13, 2016

Hi danwhitby1,

I'm afraid we cannot provide an opinion on the self-exclusion aspects of this issue. However, you have openly stated that you've opened a second account, something that is explicit prohibited in the terms and conditions of all online gambling operators. Alongside this, if you've claimed an additional Welcome Bonus which has contributed to the play that resulted in your win, this again is a violation of Welcome Bonus terms and conditions.



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danwhitby1 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:

October 12, 2016

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