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Grosvenor – listing self exclusion

Ruling

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

Read our Grosvenor Casino Review.

Player's Complaint

Firstly, I'd like to be open, I am an excluded player with just about every UKGC licensed premises. I'm sorry to contact you on here but I didn't know where else to turn.

On 12/01/2015, I excluded from Grosvenor casino for a period of 5 years. I exclude from so many casinos that I often forget when I excluded and for what duration. During a recent (and way too frequent) relapse, I sent an email asking if I could reopen my account. I was told I could do so (just 2 years into my self exclusion) provided that I provided a letter stating that I would't hold the casino responsible if I lost. Of course, admitted and desperate to play, I complied. My account was reopened, 2 years into my 5 years self exclusion and I lost over £5,000, soured from loans, credit cards and payday loans. This operator's lack of respect of responsible gambling and indifferent attitude to people with illnesses such as mine, in pririty of profits, is not only abhorrent, I also suspect it is a breach of their UKGC license and I will action to be taken. I cannot afford to lose this money. I am suicidal. I thought by implying a self exclusion for 5 years I'd protected myself. Please help me take action against this casino group. They believe they're too big to be affected by this. I will contact anyone who will listen until somebody acknowledges that they have made a grave mistake. Please respond or help me escalate this to a sufficient complaint department. I just want to be able to exclude, beat these demons without opportunist companies taking advantage during moments of weakness

Kind regards,

[EDIT]

username: [EDIT]

Read the casino review

1 Response

ThePOGG
Apr 07, 2017

Hi lchristhom,

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.

ThePOGG

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