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InterCasino – Responsible gambling

Ruling

Resolved - A self-exclusion issue has been resolved and InterCasino have refunded this player's deposits.

Read our InterCasino Review.

Player's Complaint

I suffer from a compulsive gambling addiction. I have excluded myself from different sites during the years but did not know which sites belonged to which groups.

To keep it short, I requested that a full self exclusion period, which was placed upon Dumarca Gaming Limited account (vera&john) on 08/09/17.

However, I was allowed to sign up using the exact same details and play on Dumarca Gaming Limited and make deposits on www.intercasino.co.uk (same group and license), whilst being excluded.

After checking all the transactions made to Dumarca Gaming Limited, I found that I had been allowed to make deposits totalling £165, despite having a self exclusion ban placed on the account.

As a 'responsible gaming provider' - that has a duty to help prevent compulsive usage - I am very disappointed that Dumarca Gaming Limited have failed to enforce their self exclusion policy/ responsible gambling policy, which resulted in financial losses and made my situation worse.

I contacted intercasino and asked why I had been allowed to deposit if when self excluded.

Their reply was:

'After reviewing your case we would like to firstly send you a screenshot of the initial step of the registration page, showing both the Terms & Conditions box and Self-Exclusion box that are to be ticked, in order to proceed any further. Note that the Self-Exclusion box displays a link, which allows any new potential users to verify which sites currently operate under the Dumarca Gaming Ltd network.

By ticking both boxes, we consider that you have read and agreed with our Terms & Conditions which you have breached by register a new account while holding another closed for self-exclusion:

2.2 - User must submit the correct information during registration

2.22 - Users that hold an account that has been blocked or Self-excluded are not permitted to register a new account.

Also, by ticking the other box relating to Self-Exclusion, you also confirmed you did not hold any other account closed for self-exclusion where in fact, you confirmed in the initial correspondence you were aware you did hold such an account.

I can confirm that the other account you held was closed for self-exclusion accordingly and our system would not have allowed a new registration, provided you had used correct & accurate information; instead, the details indicate you opted to amend the city to display the shire county. Please note that our Terms & Conditions also state the below:

2.10 - Should Dumarca have grounds to believe that one or more accounts have been opened with the intention to defraud the company, Dumarca reserves the right to cancel any transaction/s related to such attempted/fraudulent conduct, confiscate any remaining balance/s and suspend any or all accounts.'

Firstly I did not see a ticking box and if there was one it was probably hidden or too small. Had I seen it I would have ticked it.

Secondly, I entered all the correct details.

I mistakenly typed Essex under city instead of Braintree, which is still the same place, the county where I live.

I could understand if I had used different details, but ALL my details were exactly the same: full name, email, full address,date of birth and phone number.

Dumarca Gaming Limited failed to protect me as a vulnerable player.

I believe that Dumarca Gaming Limited are showing complete disregard to their self-exclusion responsibilities and therefore I require all net deposits for the amount of £165 (made post my original self exclusion request.), be refunded back to the same card that was already registered on the accounts, as I shouldn't have been allowed to play at all.

I hope that you could help with this matter as I do not think that it's fair for them to allow players (especially players with a gambling problem), to deposit monies while excluded.

Many thanks,

[EDIT]

Read the casino review

4 Responses

ThePOGG
Dec 10, 2018

Hi catr - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

In the mean time I would recommend that you sign-up to the UK wide self-exclusion scheme Gamstop and consider installing our free responsible gambling tool BetBlocker on all your devices.

Thanks,

ThePOGG

ThePOGG
Jan 08, 2019

Hi catr,

I've discussed this issue with the operator. It is my understanding that they intend to reach out to you directly. I would appreciate it if you could let us know what they say.

Thanks,

ThePOGG

CatR
Jan 09, 2019

Hi,

Thank you very much for all your help. I have been contacted directly by the compliance team and they have apologised for the way my complaint had been handled and offered to refund me my deposits back.
Many thanks!

ThePOGG
Jan 20, 2019

Hi CatR,

Thanks for letting us know - it is appreciated!

Thanks,

ThePOGG

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Agreement

catr consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • InterCasino
  • Malta Gaming Authority
  • Dumarca Gaming Ltd

December 7, 2018

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.

Disclaimer:

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.