English in United States
Resolved - Both the submitting complainant and AllBritish Casino have confirmed that this issue has been resolved and that the player has been paid.
Read our AllBritish Casino Review.
The 22.05.19 I opened an account at allbritishcasino. Unfortunately, I have had and I’m still having problems with gambling. Over the next couple of months I kept on playing until I reached an aprox 1.500£ loss and I finally asked to be self-excluded the 09.08.19. Incidentally I recently found that this casino belongs to a group that I earlier (10.09.14) self-excluded from (screenshot attached). I just have confronted them with this, and they will not admit that I at the time informed them about my gambling problems. The attached screenshot shows in writing the opposite.
Email-correspondanse is attached.
I. Yes, I did and I will send you a screenshot of the email.
II. Yes. Name, birthdate, email and phone are all the same.
If possible, Please notify me by email when responding.
Due to a change in the customer support systems that are being used by this operator AllBritish casino do not have a record of the email you sent through.
To confirm the legitimacy of your screen shot can you please use your mobile phone to create a video of you using a different device to log into your email account, going to your sent mail folder, opening the email you sent through and showing the full message on screen. Then send the video through to us.
If you can provide this video this issue should be easily resolved.
AllBritish inform me that they've found a solution to the withdrawal issue and that your payment should be concluded tomorrow. Could you please confirm when you receive your funds.
AllBritish inform me that payment has now been issued. Could you please confirm when you receive your funds?
Allbritish has refunded the whole amount.
Thanks for your help Thepogg!
Thanks for letting us know - it is appreciated!
You must be logged in to post a comment.
AllBritish - Opened account when self-excluded
Posted by casinobjo
September 18, 2019
casinobjo 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:
September 18, 2019
Hi casinobjo - welcome to ThePOGG.com!
As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Moving on to your case specifically:
i) When closing your previous account did you clearly inform the operator that the reason for the account closure was problem gambling?
ii) Did you use the same details when registering with AllBritish Casino?