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SlotBoss – Winnings held due to self exclusion terms

Ruling

Found for the Player - Slotboss have refused to discuss this complaint with us. As such we can only base our ruling on the information the player provided.

Read our SlotBoss Casino Review.

Player's Complaint

This complaint is regarding Slot Boss.

In June I thought I'd won over £5000 playing online with slot boss. I withdrew my money only to be told a number of days after that because they have record of me self excluding from a sister site Pink Casino in 2015 that all winnings were forfeited and my deposit would not be refunded.

When speaking to them I was told I had altered my details to bypass their system checks. This was not the case, I registered at my current address with my mobile number. The only thing which I done purely by accident was use my middle name of Alexander as my first name. My middle name can clearly be seen on the picture of my passport I sent to confirm identification along with proof of payment and address.

I have only ever sent proof of id this year so ultimately my substantial winnings have taken from an account where I proved my identity based on information from an account where ID was never provided

Read the casino review

3 Responses

ThePOGG
Aug 10, 2017

Hi DanHawkins - welcome back!

The self-exclusion process at online gambling operators is a 2 part agreement. The operator are taking responsibility to make reasonable efforts to restrict your access to their services, but conversely you're also agreeing not to try and circumvent their efforts to restrict you or sign-up at their other properties. If after restricting you've gone on to sign-up at another property operating under this license and you've changed the details you've registered with, the chances that you've got a legitimate claim here are very slim.

Nevertheless I will speak to the operator for you. I need you to provide me with your initial communication with Pink casino asking for a self-exclusion (if you have it) and how long you asked to be excluded for?

Thanks,

ThePOGG

DanHawkins
Aug 10, 2017

Hi. That's the thing, I can never remember self excluding and have no record of this. I searched my old emails when I first spoke to slot boss and couldn't find a thing

ThePOGG
Aug 22, 2017

Hi DanHawkins,

We've had a response from SlotBoss informing us that they will not discuss complaints with our service and asking that we forward you on to their UKGC appointed ADR service eCOGRA.

That being the case I'm afraid there's nothing further we can do to help you.

ThePOGG

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