Foxy Bingo - Loss Limit Not Applied

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

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Player's Complaint

Dear Sir / Madam,

I am writing to you to raise an issue about: Foxy Bingo

The issue that I have experienced was: On Sunday 16 April 2023 I opened a Foxy Bingo account. My account was verified and I was able to deposit.

I understand that Foxy Bingo is part of the Entain Group and as such I had a loss limit of £125 setup by the Player Advisory Team on 22/05/22 in my Ladbrokes account. I have attached a picture confirming the £125 loss limit and that it would apply to all brands in the Entain Group, with Foxy Bingo being one of them.

During my gambling session on Sunday I lost a substantial amount of money and after checking my account I note that the loss limit was not applied to my Foxy Bingo account.

I spoke with one of the live chat agents tonight to be told that I had “knowingly created an account with slightly different details” This was not the case and I do not find that accusation acceptable. I find it unacceptable that as your previous colleague advises the system did not pick up the information for my previously agreed loss limit because I used capital letters in the first line of the address and city when opening this account?

It occurred on: 2023-04-16

This meant that due to my agreed loss limit not being applied to my Foxy Bingo account at registration I have lost a considerable amount of money when this loss limit was meant to protect me from such loses. My other Entain Group accounts automatically applied the agreed loss limit at the time of opening the accounts.

I would like Foxy Bingo to admit its failure in identifying my account for the set loss limit that should have been in place across the Entain Group brands and to issue a refund for the lost money since the £125 loss limit was not put in place, and to apologise for the poor customer service and accusation of “knowingly creating an account with slightly different details “

I look forward to your prompt response on this matter.

Yours faithfully,

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