32Red - Self Exclusion Issues

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

Hi,

I am going back a few years ago but believe that decisions and rulings since this issue suggest acceptance of wrong doing and therefore my complaint is still relevant.

I was previously a member of 32red casino and had a gambling issue. I requested self exclusion and was provided with a form to complete to activate it. I did not have a printer and soley used mobile devices to play so was unable to complete this step for self exclusion.

I relied that I did not have a printer and specifically requested self exclusion be completed.

Despite this the self exclusion was effectively refused and I was able to continue to play on the site and sister sites.

I requested refunds of deposits since the exclusion request but they were refused as they stated the completion of the form was allowed as an “additional step” to automated self exclusion.

Clearly it was not and 32red have since had penalties for poor responsible gaming practices and have also refunded a complainant for the same thing on these very forums.

I have reactivated the complaint and have requested a SAR on advice of UKGC for any future complaint to them or potential legal action.

I would obviously like to resolve this amicably and as soon as possible.

Could you please see if you are able to assist?

I have since registered with Gamstop etc.

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