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Whitebet - Self Exclusion
Ruling
Declined - As a UKGC appointed ADR service we are required to direct complaints related to self exclusions to the UKGC. As such we cannot assist with this issue.
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Player's Complaint
Hello. I am a compulsive gambler. I had a slip and using the search term New 2017 Casinos I ended up joining Whitebet. I have subsequently found out this isn't a new Casino but I used the search as I have previously self excluded from other sites. I lost £926 fairly swiftly (everything I have for the month and more). Then out of desperation I checked who owned the company and came up with Evoke who also run Redbet. It rang a small bell so I emailed them and turns out I had an account with them, which I closed, back in September 2012. They say I gave no reason to close the account but I always say "because I am a compulsive gambler". I can find no email my end to prove I asked for self exclusion but it is the only reason I ever give as it is the truth. The person on chat, after much pressing, did say that it is possible that all bets could be voided and my losses returned but I would have to wait and see. What are the chances as they are saying I simply requested the account to be closed rather than requesting self exclusion? I have had this before and both lost out on winnings and received losses back. I am longing for the CHOOSE system to come into force so I can self exclude from all online casinos. Are you able to help me with this? Many thanks.
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Agreement
Slidewild 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:
February 6, 2017
Hi Slidewild,
Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't allowed to engage with this type of complaint.
As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected].
You should refer your complaint to the UKGC for general review as to whether license conditions have been upheld. You should be aware that the UKGC is not an ombudsman or complaints service and does not review cases on an individual bases.
If you are seeking financial redress you will have to raise your complaint as a civil matter through the court system.
Sorry we cannot be of more help.
ThePOGG