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Mr Vegas - Self exclude fail

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Mr Vegas Casino Review.

Player's Complaint

Videoslots had set self exclude on my account, I registered with Mr Vegas who are part of same group. They verified all my details, including documents sent. And allowed me to deposit on site even though Self excluded! All details were same on registration. They are unresponsive to my requests. They initially said 8 week period to reply to my complaint, but that has now passed. I am looking to recover monies deposited as I should never have been verified in first place. I have copy of email of exclusion from videoslots.

Read the casino review

3 Responses

User icon
thepogg
December 7, 2021

Hi brizman - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

User icon
brizman
December 7, 2021

Did they respond to you? I have been waiting 9 weeks, being told they are dealing with it, but I'm being fobbed off.

User icon
thepogg
December 7, 2021

Hi brizman,

As directed above, this is not a matter we can assist you with. You need to contact the UKGC.

Thanks,

ThePOGG

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Agreement

brizman 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:

  • Mr Vegas
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • ProgressPlay Limited

December 5, 2021

United Kingdom country flag

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.