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Heart Bingo – Self Exclusion

Ruling

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

Hi

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

[EDIT]

Read the casino review

1 Response

ThePOGG
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.

ThePOGG

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