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Kerching – Allowed to deposit and play on excluded account


Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.

Read our Kerching Casino Review.

Player's Complaint


3 days ago I logged into my Kerching casino account with no problems at all deposited £30 and won after a couple of hours £201 I requested a withdrawal. Having not played on this site in a while nor ever having a withdrawal from there company I phoned up just to see how long the withdrawal process takes etc they looked into my account and said 3 working days which was today Friday 10th June. I logged into my account around 10am this morning to discover the Withdrawal said void so again I phoned to be told I had requested a self exclusion back in February (which I didn't specifically remember as I play on many sites and sometimes exclude to restrict myself a little for a while) as I could log in and deposit and played never would have guessed I had requested exclusion on this. I was told there system obviously hadn't processed the exclusion properly to my reply was well then if you will let me deposit play and win then my withdrawal should be honoured they have so far declined my withdrawal and said I can have my deposit back. Although I originally requested the exclude it is not my error that it wasn't processed I have never had the exclusion email acknowledged signed clicked anything from there end it was a sent email from me with no response and no action. I believe as its there error the withdrawal of £201 won fairly should be honoured!

Read the casino review

1 Response

Jun 10, 2016

Hi sashap12 - welcome to ThePOGG.com!

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've have to work within their framework. IBAS are Kerching's appointed ADR service. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, even if we were the appointed ADR service for these groups we wouldn'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 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.


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