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Thrills - allowed to continue to gamble despite advising of a gambling problem

Ruling

Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.

Read our Thrills Casino Review.

Player's Complaint

Hi,

I advised superlenny of a gambling problem via live chat. I was clear that I no longer wanted to be part of the casino. It was after a lengthy discussion with the assistant on chat and the information was fully understood. I was never excluded

thrills are a sister casino to superlenny and the same advises respond/email.They have not excluded me either despite their policy of if you have asked for an exclusion with one then it applies across all casinos. Details used for the casino are [EDIT]

I have been allowed to continue to deposit and would request a refund of all deposits after the self exclusion request was made

Read the casino review

1 Responses

ThePOGG
May 16, 2016

Hi gwills30 - welcome to ThePOGG.com!

Sorry for the delay responding to this - as you may have noticed the site has undergone some significant changes in the last few days and it's taken sometime to get everything back in working order.

Unfortunately there’s not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we’ve have to work within their framework. All ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, we're not allowed to engage with this type of complaint. As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected]

If upon review of the case the UKGC feel that you have a case they will take your issue to the operator.

Sorry we cannot be of further help.

ThePOGG

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Agreement

gwills30 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:

May 16, 2016

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.