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.
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.
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