unclaimed offers
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

ThePOGG.com – your source for reliable information about online gambling.

  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site

Heart Bingo – Self Exclusion


Found for the Player - Heart Bingo have refused to discuss any complaints with this service stating that they want all complaints forward to eCOGRA.

Player's Complaint


I deposited (over 6 deposits) £2100 at heart bingo. I suffer with gambling addiction and am self excluded from pretty much every online casino.

After I lost I emailed heart bingo to self exclude, and they sent me a list of their other casinos including Caesars, Virgin and starspins. I thought I would check these casinos to see if I had already excluded.

It transpired that I was already self excluded from these casinos so I thought I should be entitled to a refund (it has happened to me on many occasions when I have won at casinos not realising I was self excluded from a sister site and been refused winnings, so I assume it works the other way). I asked the question at Heart Bingo and was told I wouldn't get a refund.

I questioned this further and they said that yes I was self excluded, from a couple of sites and had emailed virgin to explain my gambling addiction and wanting permanent exclusion (they confirm this via email)

They have said that the reason I won't get a refund is because I used a different postal address to register (I have moved house).

I used the same full name, same DOB and same email to register, I can understand name and DOB could be the same for somebody else but every email is unique.

I don't feel this is fair as I know if I had won they would not have paid out, any help or advice will be much appreciated.

Many thanks


Read the casino review

1 Response

Jun 12, 2017

Hi molokocoko - welcome to ThePOGG.com!

We have now discussed this issue as fully as we can with the operator.

The short story is that Heart Bingo will not discuss any player complaints with this service. Instead they wish us to forward on complaints against them to their chosen UKGC appointed ADR eCOGRA. While the operator is within their rights to choose to only work with their chosen ADR, the UKGC's intention for the system was for operators to work with any ADR the player approached as evidenced within http://live-gamblecom.cloud.contensis.com/PDF/Complaints-processes-in-the-gambling-industry.pdf sections 5.5 and 5.7. This has been directly pointed out to the operator who chose to offer no further response.

I'm sorry we can't be of further help and I would suggest you should contact eCOGRA at this stage.


Leave a Reply

You must be logged in to post a comment.

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.