ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

Mr James Casino - self-exclusion

Ruling

Found for the Player - Mr James Casino have failed to provide an adequate response to this complaint issue. As such this case is ruled in favour of the player.

Read our MrJames Casino Review.

Player's Complaint

I have had a gambling problem for a few years and registered on Gamstop. I had a relapse a few months ago and joined Mr James Casino. They have bombarded me with emails and cashback offers. I have deposited several thousand pounds with no withdrawals. I believe their games are rigged and I have repeatedly asked them to self exclude me to which they have said i need to email them and in the meantime here is some free cash to ay with. I emailed them and they said my account has to be inactive for 30 days to comply...in the meantime they bombarded me with emails and offers. I do not think this is fair and I want to ask for a partial refund of the money they basically stole from me as the games never pay out and i was unable to self exclude. I would also like immediate self exclude and for them to stop emailing me.

Read the casino review

10 Responses

ThePOGG
November 19, 2019

Hi ladymanor - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. Mr James do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

I would also recommend you consider our free Responsible Gambling app BetBlocker. It will allow you to restrict yourself from hundreds of unlicensed operators alongside the licensed ones.

Thanks,

ThePOGG

Ladymanor
November 25, 2019

Good news is that they have blocked my account finally, proving that its not necessary to wait 30 days for exclusion after requesting it. Thanks for your help in this matter. I doubt any of the money I lost can be recovered but thankyou for trying, regards, [EDIT]

ThePOGG
December 10, 2019

Hi Ladymanor,

Do you have any record of a communication where you informed MrJames Casino that you wanted to close your account due to problem gambling?

Thanks,

ThePOGG

Ladymanor
December 10, 2019

Hi, I mostly requested it through their chat area but I do have a copy of an email I sent to them requesting self exclusion and their reply saying I had to wait 30 days. I have taken screenshots of it if you would like a copy or I can forward it to you if it can help?

ThePOGG
December 12, 2019

Hi Ladymanor,

Please forward these documents to [email protected].

Thanks,

ThePOGG

Ladymanor
December 13, 2019

Hi there, I had some trouble forwarding the documents yesterday, but I have sent you another email this morning, which includes the forward and screenshots also. Thanks so much for your help with this, kind regards, Lucy

ThePOGG
December 17, 2019

Hi Ladymanor,

We have not received any emails from the address you registered with your account with us or complaint.

Thanks,

ThePOGG

Ladymanor
December 17, 2019

Hi, So sorry about that I must have sent using my other email address. I have just re-sent using my registered email address with you. Please let me know if you have them. Kind regards, [EDIT]

Ladymanor
January 14, 2020

Hi there, I was wondering if you have had any further news regarding my complaint.

ThePOGG
January 17, 2020

Hi Ladymanor,

Sadly MrJames have stopped responding to our requests for further information on this issue.

Sorry we could not be of further help!

ThePOGG

Leave a Reply

You must be logged in to post a comment.

Agreement

Ladymanor 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:

  • MrJames
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

November 19, 2019

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.