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Split Aces – Self exculsion not upheld

Ruling

Found for the Player - The Alpha Interactive Solutions group are enforcing self-exclusions across their group without doing checks at registration, meaning the free roll excluded players.

Read our Split Aces Casino Review.

Player's Complaint

I am currently dealing with a huge gambling and mental health issue I was advised to exclude from all casinos and gambling sites by my doctor and phsychiatrist.

I signed upto Gamstop and multiple single self exclusions booked in after loosing my life savings.

I excluded from Casino Napoli and I was explained that I wouldn’t be able to gamble with Their company again.

I had a meltdown weeks later and lost searches for a casino to gamble with I can’t recall the who meltdown but I ended up depositing £5013 with split aces owned by the same company and on the same licence to my knowledge as casino Napoli.

This has been passed onto one of their departments to deal with and nothing for over a week and no reply from customer service either.

I’m really having a bad time with this and it is making my health worse.

I emailed them the day after a loss of control explaining that I should have been self excluded and they haven’t refunded my money. Can you please resolve.

Read the casino review

2 Responses

ThePOGG
Mar 29, 2019

Hi broken - welcome to ThePOGG.com!

Firstly, as a UK citizen you should only be playing with operator who hold a UKGC license. Spin Up do not hold a UKGC license and as such are breaking UK law by accepting your play.

Unfortunately you've chosen to play with an operator that is Blacklisted with this service. While we will attempt to contact Spin Up on your behalf, the chances of a successful mediation are low.

Finally I would direct you to our free responsible gambling app BetBlocker that will automatically block your device from accessing over 5.5k gambling operator websites.

Thanks,

ThePOGG

ThePOGG
Apr 19, 2019

Hi broken,

Unfortunately we're at the end of our discussion with Split Aces Casino regarding this issue.

Effectively, Alpha Interactive Solutions N.V. have decided to implement a Responsible Gambling policy where if you self-exclude with a property on this license, it will be carried over to all properties on this license.

Ordinarily we would consider this a very positive strategy. But the operator are conducting no checks at registration to see if new accounts belong to someone who is self-excluded. This means that it's effectively up to the player to enforce their own self-exclusion at the other properties in this group. Where they don't and sign-up with another property the operator are then allow them to play and if the player loses they retain the losses and where they win they refuse payment.

This policy actually leaves vulnerable players worse off than if the exclusion had not been carried over as at least where the exclusion was single property the player was free to win as well as lose at other properties.

The operator are refusing to change their position in this respect.

Sorry we could not be of further help with this issue!

ThePOGG

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Agreement

broken 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.

March 29, 2019