Redbet - double standards

Hi It186 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this instance.

Firstly, the maximum length of self-exclusion that an operator is required to offer UK players is 5 years, which means it is very likely your 2014 exclusion had already expired.

Secondly, the nature of this complaint is one that is reserved for the regulator to review. All we can suggest is that you contact the UKGC who will investigate if they feel there is an issue.

Thanks,

ThePOGG

Hi thanks for your reply. I contacted MrGreen who advised that I was excluded permanently. If Redbet are confiscating winnings and voiding bets from players excluded with MrGreen then surely this has to work both ways. Chat started on 30 Sep 2019, 12:18 PM (GMT+0) [EDIT]

Please edit to remove my personal details. thanks

Hi lt186,

I've had a look back through our records and I can see that you submitted a similar complaint against the same group in 2015 under the username 'lee'.

While we do not have all the details associated with that complaint on record any more, I can see that this user account was registered with a different email address to the one associated with lt186.

If, in a similar fashion, you have changed the information that you registered your MrGreen account under away from the information that was used to register your initial account the operator would be far less likely to be considered accountable for carrying your self-exclusion over to other accounts.

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

Thanks,

ThePOGG

Hi,

Thanks for your reply. I play at so many casinos I lose track as I admittedly have issues with gambling. The only details I will have changed will be email addresses (and potentially mobile number as is common when switching network) With MrGreen I signed up with an o2.co.uk email address. When o2 closed their isp they also stopped customers from using their o2 email addresses and subsequently I moved to BTinternet and use addresses from them now. This is in no way a ruse to circumvent an exclusion, I didn't even know the two casinos were linked until I started researching as to why verification was taking an age. Furthermore all other details will have been the same, name, address, DOB, post code etc.

Had I won, the evidence is clear that my exclusion at Mr Green would have resulted in my winnings being confiscated and deposits returned.

I unwittingly entered a no-win situation here.

The casino cannot, surely, decide to confiscate winnings from players excluded at Mr Green yet keep losses in the same scenario. I ask the question, if I had won, would they let me have keep my winnings because my Mr Green email address was different? Undoubtedly not.

Hi lt186,

We've allowed the operator some extra flexibility in terms of time to address this issue in the hopes of establishing a working dialogue for all complaints but sadly this has not materialised. At this juncture I think it is reasonable to say that it is very unlikely that we will receive any response to this issue.

Sorry we could not be of more help!

ThePOGG