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Pirate Slots – self-exclusion

Ruling

Found for the Casino - This player has changed multiple data points during their registration and these changes have allowed them to bypass their self-exclusion.

Read our Pirate Slots Casino Review.

Player's Complaint

The issue I have is that I created an account with Pirate slots on I made several deposits over a few days then noticed I had made a spelling mistake on my Surname instead of an “E” I had but a “D” I immediately emailed them to asked them to changed this, upon doing this I was horrified to see that pirate slots were part of jumpman gaming to which I had self excluded myself from back in October 2018, I sent another email explaining that I think that my account should be closed due this and I shouldn’t have been allowed to be deposit and my funds should be returned to me, all my emails were ignored for a few days but account was immediately closed. When I did get a reply I was told I had breached their terms and conditions opening an account in a different names despite me saying numerous times the surname misspelling was a genuine mistake and the E

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3 Responses

ThePOGG
Dec 12, 2018

Hi becjla - welcome to ThePOGG.com!

Before we go any further - was any other information in your registration different to your previous self-exclusion? Did you use the same email address?

Thanks,

ThePOGG

becjla
Dec 12, 2018

Not as far as I’m aware I’ve got two email addresses but all other details would be the same, date of birth, address etc

ThePOGG
Jan 20, 2019

Hi becjla,

Unfortunately in the situation where your account details have changed in a manner that would prevent automated detection of a new registration your case here would be weak.

I'm going to refer to the UKGC run national self-exclusion scheme's terms here:

"GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to us as part of the registration process."

Given that the regulator operated scheme specifically defines using a different email address as a potential failure point in the system, if you've used a different email address and had a spelling mistake in one of your name fields, there would not be a sound claim for us to contest that your account should have been detected.

Further than this, having discussed this type of situation with the UKGC responsible gambling team, the feedback we received is that in this type of case - where account information has been changed which has resulted in the automated systems not picking up the new registration while the Gambling Commission would not necessarily the operator to return deposits to the player, neither would the expect the operator to retain the deposit instead passing them on to gambling related charity.

You may want to consider taking your complaint the Gambling Commission directly, as they may feel that there are other factors that should be considered here, but from where we stand I don't see a valid claim to pursue.

Sorry we cannot be of further help,

ThePOGG

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Agreement

becjla 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:

  • Pirate Slots
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • Jumpman Gaming Limited

December 12, 2018