Vegas Hero - Closed account after £6k deposited

Hi batwolf - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hi there,

Have you had any luck with them? Someone I’ve been in contact with had £7k of her winnings confiscated by them. She is deaf and they tried to make her Skype them. Then said she had a duplicate account and closed it refunding her deposits... she didn’t have a duplicate account at all.

We have both reported them to IBAS who are currently investigating them. I also would like to take this even further legally and publicly if possible so looking for any advice you may have.

Thank you

Hi batwolf,

There is an ongoing discussion with the operator and ourselves regarding this issue. I will revert once that has concluded.

If you are considering legal action I would recommend doing as little publicly as possible. Most lawyers would advise that to ensure you do not say anything that undermines your claim.

Thanks,

ThePOGG

Thank you for coming back to me. I will hold fire on legal action until I get a response from you.

Hopefully you have more success than I did.

Thank you again for your help.

Hi batwolf,

Having discussed this issue with Vegas Hero the situation is as follows:

When you contacted Casino Cruise to request a self-exclusion your account was temporarily limited and you were directed to contact EveryMatrix to have a self-exclusion put in place. As the license holder, EveryMatrix has to action Responsible Gambling restrictions. Your account was never marked up as self-excluded by EveryMatrix and as such the Casino Cruise restriction was never altered to a self-exclusion.

To look further into this case I firstly need to ask you whether you contacted EveryMatrix to request a self-exclusion? If you did can you forward any communication you had with EveryMatrix to [email protected]?

Thanks,

ThePOGG

Hi batwolf,

Thank you for your email. I need to advise you to expect some delays at this stage. I need to discuss some aspects of your case with the UKGC which may cause some delays.

Thanks,

ThePOGG

Hey there, I have been waiting on this for a while now and just wanted to know if you had an update? I would still like to get my money back from this company as I feel like they have taken it unjustly. Kind regards, [EDIT]

Hi batwolf,

We have now concluded our discussions with all parties involved in this issue.

When you requested your self-exclusion you were sent an email asking you to contact an EveryMatrix email address to implement the requested self-exclusion. EveryMatrix have managed to provide sufficient evidence to demonstrate that this email was sent to your address.

That being the case the question here becomes about whether having sent an email explicitly requesting a self-exclusion on your account, there was any need for you to have to engage further steps to activate the requested self-exclusion.

This is the question we've been attempting to get clear answers to. What I can tell you is that the UKGC have expressed some potential concerns about requiring you to email a 3rd party after making a request but have not committed to a position. On the other side of this, we have been provided documentation by EveryMatrix showing that they have discussed this policy with the regulator and it has been deemed acceptable.

In short we have been unable to get an entirely clear answer regarding whether the UKGC feel this policy is compliant with the LCCP, but the strongest information we've managed to gather is that given by EveryMatrix and this does clearly appear to indicate that the regulator are aware of the system in place and view it as compliant.

Given that the license holder have demonstrated that their self-exclusion system has previously been discussed and approved by the regulator and your experience is consistent with what was discussed, we cannot uphold your claim. However I would suggest that you should consider taking your complaint direct to the Gambling Commission in case further review results in a change of position.

Sorry we could not be of further help.

ThePOGG

Can you help me with who to speak to regarding this complaint