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Hi rm1212 - welcome to ThePOGG.com!

Unfortunately I do no believe you have a case here.

Firstly you should be aware that only UK citizens are covered by the UKGC license. In this instance it would be the MGA license that applies to you.

What you've been told is correct. Stan James and Unibet were formally separate companies. Stan James were bought by Unibet. When this happened, Stan James continued to run on their own license of a period of time while the companies aligned their resources to allow them to be properly merged. A self-exclusion only applies to other properties that it shares a license with. While Stan James were being run were being run as an independent operation, the Unibet license would have been unaware of self-exclusions with Stan James. At the point where Stan James were merged into the Unibet license the databases would have been merged and the Unibet would have had to ensure that self-exclusions on both licenses were cross applied to the other license.

As such Unibet are correct that your Stan James self-exclusion would only apply to Unibet at the point where they were merged.

Sorry we could not be of more help!

ThePOGG

Ohh i understand! And this is true for the self exclusion on maria casino which was made in december 2017 also? What i can see they share the same license number and i informed them of this selfexclusion by livechat in december aswell so this one they were not unaware of.

Hi rm1212,

Maria and Unibet have shared a license for the duration of this period, so a self-exclusion at Maria would apply to Unibet, but would only apply at Stan James after they merged.

So if you played at Unibet AFTER you self-excluded at Maria, you may have a case.

Let us know.

ThePOGG

I self-excluded on Maria casino 2017-12-01. Im not hundred percent sure but i believe i informed unibet about the selfexclusion before playing there, i think i mentioned Maria casino in specific, to be sure any eventual winnings would not be withold. After that my account was directly closed. I then recived this email 20171216
"Kindly note that your case has been reviewed by our Responsible Gaming department.

We are delighted to inform you that your Unibet can be used at any time, with no restrictions at all.

You will be able to login again and play at Unibet at your leisure."
I dont have those livechat transcripts but i guess Unibet saves them? 

From 20171216 until 20180226 when my account was closed on unibet i played and deposited on unibet i would estimate around 10000sek-15000sek could be a bit more or less sadly i cant track the deposits on my bankbill since theyre just numbers and i dont now if theyre to unibet. Can you get the deposit history from unibet? 

I am selfexcluded on Maria casino from 20171201 and 6months forward.

Hey! Have you contacted unibet about this? Ive got a very nice email from then a few days back about they looking into my questions. Im wondering if theyre looking into the stan james thing once more or the Maria casino exclusion?

Hi rm1212,

Yes we have contacted Unibet about this. They've informed us they're are dealing with it internally for the time being. So please update us on the outcome.

Thanks,

ThePOGG

Thank you very much for the help! I will keep you informed of the outcome!

Hi rm1212,

I'm just following up to see if you've heard anything further about this issue?

Thanks,

ThePOGG

Hey! No I haven't heard anything so far! Got an email the 9 april after you contacted them telling me they have to investigate further before giving an answer but haven't heard anything after that

Hey i emailed them and asked if they heard anything. They told me they hadn't and to wait for them to contact me. Just to keep you updated.

Hi rm1212,

Thanks for the update. We're getting much the same response at this end.

I'll revert when we have more.

ThePOGG

Hi rm1212,

I'm informed that there is still an active conversation ongoing at Unibet and they hope to offer a response soon.

Thanks,

ThePOGG

Okey! Thanks for the update! Im keeping my fingers crossed! Although im guessing this long wait isn't a good sign?

Hi rm1212,

Responsible Gambling complaints are inheriently complex in nature and usually require going through ALL communication between the operator and player. In general they take a long time to fully investigate. I don't have any information on the likely outcome at this stage, but I wouldn't judge this type of complaint on a delay.

Thanks,

ThePOGG

Hey!! Just got an reply from unibet. Ill try to translate. Hey. We ask you to get back with documents so that we can make a manual withdrawal from your account after your self excluded account at Stan James open again,40000sek. This is a one time occurrence as a gesture of goodwill etc. 

This is amazing news! The only thing i wonder about is what they mean after my stan james self exclusion expires. Do they mean thats when they'll make the payment or that the amount is from that period? Cause the account opens again in 2021. And that money would be very needed during this summer. Ive sent them the documents and asked if they knew when the money would be paid.Thank you for the help so far!!

Hi rm1212,

My guess would be - and I can't be sure as this is a translation - is that the funds will be returned when you provide your documentation. It would be very unusual for an operator to try to withhold payment until after an exclusion had concluded.

Please confirm what you hear,

Thanks,

ThePOGG

Hey i just got a withdrawal recipe from unibet of, 40000 sek around 4000eur.They must have meant something else in the first email. Ill give a heads up when the money has reached my account. Big thanks for you're help and to unibet. It really honors them that they paid that amount even though i thought i only made deposits of around 1500eur.I also want to thank you for the betblocker service you provide. Its great as an extra precaution. I look forward to when it reaches android to. Ill message you when the money reaches my account!!

Hi rm1212,

That's great news - please let us know when you've received your full payment.

Unfortunately we've found some bugs with the mobile versions of <a href="https://betblocker.org" target="_blank" rel="nofollow">BetBlocker</a> that have forced us to rebuild them from scratch. It's likely to be 2-3 months they're online.

All the best,

ThePOGG

Ive received the full payment :)
No worries i look forward to when the programming is done. 

Big thanks for all your help!

Hi rm1212,

Thanks for letting us know - it is appreciated!!

ThePOGG

After a detailed investigation Unibet have established that this player has been allowed to play when they should not have and as such have returned the impacted deposits over the period in question.

Hey! 2016-09-27 I self excluded from stan james due to gamling problem valid until 2021, i also excluded for 6 months from maria casino 2017-12-01. Due to earlier problems with Everymatrix in getting wins when being excluded from a sister site i contacted unibet via livechat asking if i could still play even though i was selfexcluded from maria casino on the same license. They closed my account.
 
 Then 2017-12-16 i get an email from unibet that told me my account was open again "Kindly note that your case has been reviewed by our Responsible Gaming department.
 
 We are delighted to inform you that your Unibet can be used at any time, with no restrictions at all."
 
 I deposited and played. Then the migration of stan james accounts to unibet happened and they closed my account on unibet.
 
 I contacted supported and asked them why they closed it. They told me that due to my self exclusion at stan james my account on unibet would be closed until 27/09/2021. When my exclusion there ended. Since my interpretation of that is that the stan james exclusion was "active" on my unibet account during me depositing there i asked them to return my deposits from the same period(I have not made any withdrawals during this period). They told me that the self exclusion on stan james was not valid on unibet until the migration of the accounts, and they would not pay back my deposits since they had not had information about the exclusion before the 26 February. I myself had informed then of exclusion on sister sites with the same license already in december so they atleast knew of that so it is not true that they didnt have information about self exclusion, although i dont know if i specifically mentioned stan james, i sadly dont have any chat transcripts.
 Im not fully versed with the MGA/UKGC rules, im a swedish citizen so i also dont know what license im affected by. But if the selfexclusion vas valid on unibet i would like my deposits back from the same period.
 
 Also note that the above sum of money is just an estimation of the deposits ive made during this period it could be more or less. Since im blocked from the account i cant se my transaction history. I hope its okey eitherway otherwise just contact me!
 
 Very grateful for you're help.
 
 Kindly, [EDIT]
 
 

Unibet - Self exclusion

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