English in United States
Found for the Casino - The player has self-excluded then registered a second account under different details. This was detected and closed within 24h.
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I registered with gala casino on 2 august not knowing I had a lifetime self exclusion so they let me play and I won about £1500 pounds so I withdrew £1400 pounds but I cancelled and I ended up losing about £2100.The next morning I tried to log in and it said my account was frozen I knew if I had withdrew the £1400 pounds and went to bed they would not have paid me out so I have asked them for my money back because it should have flagged up at the start that I was not allowed to play its not right they can refuse to pay out if you win but can allow you to play for at least 4 hours and lose a fortune and not give you your money back it strikes me of one sided.
I think it was with coral or gala a few years ago I did not know it was life time exclusion I thought it was over when they let me join on 2 august and let me play for at least 4 hours.
I have sent a few emails, waiting on response within 72 hours they said.
Hi thePogg i got email saying they would get back to me in 72 hours that was on the 5th of august no reply so far.
Have you had any response from the operator?
The reality here is that it is unlikely that you have a legitimate claim. While operators are required to take steps to prevent self-excluded players from re-registering with their service. However, if any of the details you have used to register the second time do not match the original excluded account, this would not be viewed as a failure on the operator's part as their automated system would not be able to detect this.
Alongside this, if the operator have detected your additional account within 24 hours - this is within the time frame allowed by their license.
In all likelihood, the only possible claim you have would be based on the length of exclusion that you requested at the point that you initiated the self-exclusion. If that exclusion had already expired you may have a case.
Thank you i have not had a response yet i dont remember what self exclusion i have with them if it was gala or coral the address is the only thing that has changed on my details.
Hi thePOGG if what your saying is correct which i have no reason to doubt why did they not come back within 24-72 hours and say that looks like there is more to it than meets the eye.
If you're address has changed that's a major change in detail and there's little chance an automated system would detect your re-registration.
As to the response time frame - the operator are only required to suspend your account within 24h. Beyond this it is a customer service issue and has likely simply been escalated to more senior team members for review to ensure that they were correct in the action they were taking before giving a final statement.
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August 7, 2017
Hi Potts1595 - welcome to ThePOGG.com!
Before going any further - how did this "lifetime self exclusion" come about if you'd only opened the account on August 2nd?