Gala - Money back

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?

Thanks,

ThePOGG

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.

Thanks potts1595

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.

Thanks potts1595

Hi Potts1595,

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.

Thanks,

ThePOGG

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.

Thank you

Potts1595

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.

Thanks

Potts1595

Hi Potts1595,

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.

Thanks,

ThePOGG