William Hill - Self-exclusion ignored

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

I am writing to you today to file a complaint against William Hill Casino.William Hill holds and operates under MGA/CRP/121/2006MGA/CRP/121/2006-02 same license as Mr Green Casino MGA/CRP/121/2006.

The ground to my complaint is being allowed to open and deposit at William Hill Casino despite being earlier voluntarily self-excluded at Mr Green due to my gambling condition.(Both share the same licence). This was done using the same Id,debit card,name,telephone, address,birth date and no bonus. I never knew they shared the same network, I obviously discovered it lately by reading your web complaints section.

Due to my gambling addiction and With the insufficient processes in place I was able unknowingly to create a new account even though I am self excluded permanently with Mr Green (Since Mar 7, 2021 ) and deposit a sum of money in William Hill casino on the 22nd and the 24th of Dec,2021.

Both casinos have shown a Complete disregard for the protection of vulnerable customers and lack of procedures for responsible gambling.They also Failed to perform the adequate checks required under Mga rules by ignoring their responsibilities with regards to vulnerable customers, self exclusion policies.This show certainly shows an element of irresponsibility from William Hill. I also think in first place by being allowed to open a new account with Mr Green and within 2 days make a total of $5000 without any kind of Id check or communication is a total failure of the required KYC, AML checks. It is clear that Mr Green is completely ignoring its responsibility with regards to vulnerable customers, self exclusions and KYC, AML . I have all the proof of emails,chat on bank statements if needed! Thank you for looking into this matter.

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7 Responses

thepogg

February 15, 2022

Hi Benny1969 - welcome to ThePOGG.com!

When did you self-exclude at Mr Green? When you made this request did you ask for the exclusion to be applied to other properties on the license?

Thanks,

ThePOGG

benny1969

February 15, 2022

The self-exclusion at Mr Green started on the 17/09/2021 until 17/09/2026 . Yes i did asked for the exclusion to be applied to other properties under the same license. Maybe am wrong! meaning when Whenever you self-exclude at an MGA licenced casino, you will be self-excluded on th entire casinos network or sister casinos?

thepogg

February 15, 2022

Hi benny1969,

Under the MGA license a self-exclusion request will only carry over to other properties on the license where the player explicitly requests this happens. How did you request your self-exclusion at Mr Green?

Thanks,

ThePOGG

benny1969

February 17, 2022

I dont follow you sir. Is Mr Green and William Hill not the same proprety? The self-exclusion was done through Mr Green at their live chat and i do have the self-exclusion confirmation sent to my email. Again thank you for your help.

thepogg

February 17, 2022

Hi benny1969,

A self-exclusion at MrGreen.com will only apply at MrGreen.com unless you asked for it to be extended to other properties on the license.

Did you make such a request?

Thanks,

ThePOGG

thepogg

February 26, 2022

Hi benny1969,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

March 5, 2022

Hi benny1969,

If we haven't heard from you by Friday the 19th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG