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Lady Lucks - Self excluded refund

Ruling

Found for the Casino - Our views on this case have been supported by the Gambling Commission. This is unfortunate but not in breach of license.

Read our Lady Lucks Casino Review.

Player's Complaint

It’s with regards to slotmillions which is lady lucks sister site... a while a go I self excluded from lady lucks casino. On Thursday last week I had a relapse and opened an account with slots millions and deposited £400 I came to my senses and self excluded with £30 left which they have given me back but unknowingly found out that there sister site was Lady Luck I contacted them straight away and said I was already excluded from lady lucks and shouldn’t have been allowed to open an account and deposit... they refused a refund and said they bought lady lucks from IGT but not the database? So it wasn’t there fault... I’m in limbo because they won’t do anything? All I want is a refund for money I deposited as I shouldn’t have been allowed to register in the first place

Read the casino review

5 Responses

ThePOGG
November 8, 2017

Hi lb1985 - welcome to ThePOGG.com!

I need to know the date of your self-exclusion at Lady Lucks. Unfortunately I can confirm that this casino has changed ownership since I last looked at it. If your self-exclusion was while Lady Lucks was on the IGT license it was on a different license to SlotsMillion and wouldn't carry over to SlotsMillion.

If you can provide that information I'll review the situation and see what action can/should be taken.

Thanks,

ThePOGG

lb1985
November 10, 2017

Hi I can’t remember when it was I think Alea have only just taken over the license so it will have been while ladylucks was on the igt one surely I should have been informed of this bearing in mind I put steps in place to stop myself from depositing?

ThePOGG
November 10, 2017

Hi lb1985,

You would still be restricted on any IGT run properties. The new owners of Lady Lucks cannot be held accountable for this however as they would not be aware of the previous exclusion. I will flag this issue up with the UKGC for consideration for policies surrounding this type of situation.

Sorry we couldn't be of more help,

ThePOGG

lb1985
November 10, 2017

Won’t I be able to get a refund from someone? As this isn’t my fault either?

ThePOGG
November 13, 2017

Hi lb1985, Nobody's at fault here. While I understand you'd like your losses back, Slots Million wouldn't know about your self-exclusion. They just bought a website, not the player base associated with it or the license associated with it. IGT have not allowed you to re-register with a property under their license so have no liability here. Effectively, the fact that Lady Lucks now appears on the Slots Million license is a technicality only and this situation is the same as having signed up to any other operator on an entirely different license. Sorry, ThePOGG

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Agreement

lb1985 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:

November 8, 2017

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.