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NoBonus - self-exclusion

Ruling

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

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Player's Complaint

I was playing on this casino which I made in March and I deposited a few times then but I havent since now. But I kept recieving emails of them saying ‘play now’ and ‘CASHBACK FOR THIS EXCITING CHRISTMAS MONTH’. So I thought they emailing me it will be fine to play. Then I deposited a few times then they emailed me for verification but it’s still let me deposit and play. Also I used the same debit card to deposit on both of these sites.

Then later on I got excluded after I lost all my money and I asked why, because I’ve excluded from their sister site. So surely I was entitled to a refund but they say no apparently I put my wrong country and DOB when I set it up which they are saying it’s intentional. This took them 4 days to come up with only because I was on chat everyday asking. I would of thought this would of been the first thing they checked.

Even though I put my correct address, name and everything else, I said this must of just been a mistake or error because I’ve been gambling long enough to know that I’ve got to send verification before I withdraw and it wouldn’t match up.

I told them Why would I deposit 2500 if I had any knowledge that it would do this, I could of just made a new an account on a different casino. Even if I would of won, I wouldn’t of recieved any winnings and just got back my deposit money so it’s just a lose lose situation for me.

Also I would of recieved money back from these because I lost but I’ve just ended up with nothing.

I feel like I’ve just gave them all this money because I wouldn’t of gained even if I won.

It let me deposit near £400 in March but if my details were wrong and I used my debit card it wouldn’t of matched up, so wouldn’t my account of been blocked then. If they was a problem I would they send me an email which is stated above. I Only recieved this one email from them on the 3rd December so I decided to play not knowing this was going to happen, using the same debit card as I did I’m March.

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1 Responses

ThePOGG
February 24, 2020

Hi jackh22 - 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 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

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Agreement

jackh22 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:

  • No Bonus
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • L&L Europe Ltd

February 24, 2020

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.