NoBonus - self-exclusion

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

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Player's Complaint

I was playing on this casino which I made in March and I deposited a few times then but I havent since now. But I kept recieving emails of them saying ‘play now’ and ‘CASHBACK FOR THIS EXCITING CHRISTMAS MONTH’. So I thought they emailing me it will be fine to play. Then I deposited a few times then they emailed me for verification but it’s still let me deposit and play. Also I used the same debit card to deposit on both of these sites.

Then later on I got excluded after I lost all my money and I asked why, because I’ve excluded from their sister site. So surely I was entitled to a refund but they say no apparently I put my wrong country and DOB when I set it up which they are saying it’s intentional. This took them 4 days to come up with only because I was on chat everyday asking. I would of thought this would of been the first thing they checked.

Even though I put my correct address, name and everything else, I said this must of just been a mistake or error because I’ve been gambling long enough to know that I’ve got to send verification before I withdraw and it wouldn’t match up.

I told them Why would I deposit 2500 if I had any knowledge that it would do this, I could of just made a new an account on a different casino. Even if I would of won, I wouldn’t of recieved any winnings and just got back my deposit money so it’s just a lose lose situation for me.

Also I would of recieved money back from these because I lost but I’ve just ended up with nothing.

I feel like I’ve just gave them all this money because I wouldn’t of gained even if I won.

It let me deposit near £400 in March but if my details were wrong and I used my debit card it wouldn’t of matched up, so wouldn’t my account of been blocked then. If they was a problem I would they send me an email which is stated above. I Only recieved this one email from them on the 3rd December so I decided to play not knowing this was going to happen, using the same debit card as I did I’m March.

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