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Split Aces - Failed to Comply

Ruling

Found for the Casino - An account closure request will only ever be considered a self-exclusion if you inform the operator that you have a gambling problem.

Read our Split Aces Casino Review.

Player's Complaint

I spoke on live chat to somebody about cancelling/closing my account they requested I emailed the support email stating this (which I did). They failed to comply to this and left my account open.

I then spoke to somebody on chat again stating I want my account closed/cancelled again diverted me to email, Yet again I emailed stating I want to close, finally I got a reply asking me why which I gave all the reasons and no reply - yet again they didn't comply. Yesterday 1st December they finally closed my account from chat. This is a major breach. I have all the evidence and I will pursuing claiming all the money I deposited since asking for the account to be closed.

Read the casino review

4 Responses

ThePOGG
December 2, 2019

Hi el91 - welcome to ThePOGG.com!

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

When asking for your account to be closed did you inform the operator it was due to gambling addiction?

Thanks,

ThePOGG

El91
December 2, 2019

Hi,

Thanks for the reply,

I didn't say it was due a gambling addiction, however I have had a slight problem. I emailed asking to close with immediate effect however they failed to comply then I emailed again mentioning I have previously emailed and I need it closed and they still didn't comply they have only recently complied when I went on live chat stating I will be putting a complaint in with Curacoa Licensing. They are Cowboys and on chat we're being very rude.

El91
December 2, 2019

However on Chat previously I have mentioned that I do have a slight problem but I really didn't want to get in to that with them.

ThePOGG
December 3, 2019

Hi El91,

Sadly, even in tightly regulated markets like the UK if you do not make clear that the closure request is due to gambling addiction issues, the request will not fall under Responsible Gambling policies and even if the account is 'closed', which there is not legal obligation for the operator to actually do, it can be re-opened at any time, immediately, simply by request. As such, this is a closure in name only.

If you have not made this clear when you were asking for an account closure, no operator would be held responsible for subsequent activity on your account.

ThePOGG

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Agreement

El91 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:

  • Split Aces
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

December 2, 2019

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.