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Monte Carlo - Self excluded but aloud to deposit

Ruling

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

Read our Monte Carlo Casino Review.

Player's Complaint

Hi there so on the 31/10 I signed up to montecarlo casino deposited £50 . After that I realised they where part of the betclic group. (Trust me if I knew before I wouldn't of signed up) so basically last year I self excluded from bet at home. Which is the same group.

I have contacted montecarlo a stupid amount of times before coming on here and there reply is that my account was closed to poor payment methods????? What even is that...

Anyway I have the original email from bet at home showing my exclusion

Many thanks

Read the casino review

1 Responses

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ThePOGG
November 19, 2016

Hi,

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 have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't 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].

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies have been upheld or need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.

Sorry we cannot be of more help.

ThePOGG

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northernlight62 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:

November 19, 2016

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