Trada – Self exclusion not upheld
Declined - The UKGC reserve management of complaints related to the Gamstop program to their own team.
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I’d like to submit a complaint under your deposit guarantee.
I first joined Trada in April 2017 with account number [EDIT].
This account was suspended by them on 17th October 2018 pending SOW and further due diligence.
In May 2018 I joined GAMSTOP so when the review on 17th October 2018 took place my account should have been excluded as all details matched exactly. Instead they decided not to contact me for the SOW as I hadn’t made a deposit in 200 days. If they had contacted me, I would have provided my GAMSTOP registration.
In July 2019 I registered account [EDIT] and deposited and wagered £2350.00. This account had matching phone number, address, post code, date of birth, surname and partial first name match and therefore in accordance with the LCCP they should have instantly matched both accounts together and carried forward my exclusion.
Instead I was able to deposit and wager without any intervention. Even if the exclusion via GAMSTOP was not detected on my first account, they failed to carry forward their own suspension to the second account.
I’d appreciate any assistance you can provide.
Thanks in advance.
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