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PH Casino - Ignoring permanent self exclusion

Ruling

Found for the Player - Despite our repeated efforts to contact PH Casino to discuss this issue we have received no response whatsoever from the operator.

Read our PH Casino Review.

Player's Complaint

Hi,

23/06/2020 I asked to be permanently excluded and I also said if I ask for the account to be reopened that they decline me due to over spending and loss of gambling control.

3rd Sept 2021 I had a relapse luckily no sites would accept me as I banned from all and also downloaded gamstop but this site I remembered and emailed them asking to open my account.. without hesitation they agreed.

£750 down.

Therefore I am asking for a refund for my losses today as I believe I am entitled. I specifically mentioned I cant control my gambling spends and never to open my account again but they clearly didn't care. Now they are ignoring my refund request.

Read the casino review

3 Responses

User icon
thepogg
September 6, 2021

Hi elzytee - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As a UK citizen you should only be playing with operators that hold a UKGC license. PH Casino 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.

Thanks,

ThePOGG

User icon
thepogg
October 3, 2021

Hi elzytee,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

User icon
thepogg
October 10, 2021

Hi elzytee,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

elzytee 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:

  • PH Casino
  • Curacao
  • USoftGaming

September 4, 2021

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