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Stan James - REFUND

Ruling

Found for the Casino - Unfortunately Stan James operate on a different license to Unibet and as such self-exclusions are not shared between them.

Read our Stan James Casino Review.

Player's Complaint

I would like to open a complaint against Stan James Casino.

I joined this casino a few days ago and played on their slots.

I noticed on their site that it said powered by Unibet and that name was familiar as I thought I may have had an account there in the past which I had possibly self excluded from.

I decided to phone Stan James Casino as I thought that if it was a sister site of Unibet then there might possibly be a problem being a member. I was told that although they are part of the same group they operate under separate licences and that therefore there was no problem and I could carry on being a member of the site. He also said that if I wanted to be sure that I had had an account with Unibet I should phone them to check.

I phoned Unibet and they confirmed that I had had an account in the past that I had self excluded from but he reiterated that it wasn't a problem being a member of Stan James Casino as they had separate licences.

However shortly after these calls I received an email from Stan James Casino informing me that they had closed my account due to my self exclusion from Unibet.

I phoned and discussed this with the manager at Stan James and he just kept saying that they took self exclusions seriously and that he had decided to close the account - he hadn't even bothered to enquire WHY I had self excluded from Unibet. I had spent £190 at Stan James Casino over the few days I was a member however he did not offer to refund this money and refused when I asked for the funds to be refunded.

I feel very strongly that this money should be refunded to me. I also think that if he genuinely had concerns about customers being self excluded from their sister sites or sites under the same umbrella then he would ensure that their casino has the technology in place (as other casinos have) to ensure that these customers are unable to join.

I would appreciate you investigating this on my behalf.

Thank you

[EDIT]

Read the casino review

1 Responses

ThePOGG
October 27, 2017

Hi teeny123pol - welcome back!

Unfortunately there's not going to be anything we can do to help you in this situation.

The information that you've been given is correct - Stan James and Unibet operate on different UK licenses and as such are not required to share player information with each other. That being the case a self-exclusion at Unibet does not apply to Stan James. When you've informed Stan James that you've previously self-excluded with other operators, that could be anyone not just Unibet, you've sent them a clear message that you have gambling problems. As such they've chosen to restrict you from accessing their service. This is the responsible thing to do as no operator should be allowing players who they can confirm to have had issues controlling their gambling to access their service. They could not know about this issue prior to you telling them about the self-exclusion and as such could not be expected to take action prior to that point.

Sorry we cannot be of more help,

ThePOGG

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Agreement

teeny123pol 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:

October 27, 2017

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.