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Some advice re: self exclusion

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lt1986
Junior Member
Posts: 3
Joined: Thu Apr 06, 2017 6:24 am

Some advice re: self exclusion

Postby lt1986 » Thu Apr 06, 2017 6:47 am

I'm going to post the following removing the name of the casino in question, as i'd just like some advice!

On 12/01/2015, I excluded from UK Licensed casino for a period of 5 years. I exclude from so many casinos that I often forget when I excluded and for what duration as i admittedly gamle too much.. During a recent (and way too frequent) relapse, I sent an email asking if I could reopen my account. I was told I could do so (just 2 years into my self exclusion) provided that I provided a letter stating that I would't hold the casino responsible if I lost. Of course, admittedly desperate to play, I complied. My account was reopened, 2 years into my 5 years self exclusion and I lost over £5,000, soured from loans, credit cards and payday loans. This operator's lack of respect of responsible gambling and indifferent attitude to people with illnesses such as mine, in priority of profits (most of which im convinced they make of the ikes of me), is not only abhorrent, I also suspect it is a breach of their UKGC license and should action to be taken? I cannot afford to lose this money. I thought by implying a self exclusion for 5 years I'd protected myself. Can action against this casino group. They believe they're too big to be affected by this. I will contact anyone who will listen until somebody acknowledges that they have made a grave mistake. Are they allowed to life a 5 year exclusion after 2 years, in any circumstances?

Advice appreciated!
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thePOGG
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Posts: 3493
Joined: Thu Oct 18, 2012 1:17 pm

Re: Some advice re: self exclusion

Postby thePOGG » Thu Apr 06, 2017 7:33 am

Hi lt1986,

Given the restricted nature of this complaint type for ADRs what I can say here is limited.

I'd recommend looking at this document - http://live-gamblecom.cloud.contensis.c ... actice.pdf - specifically page 52.

Some key points:

- The minimum offered SE period has to be at least 6 months but no more than 12 months.
- They have to provide the opportunity to exclude for at least up to 5 years.
- If the period comes to an end and no contact is made the period should automatically receive a one time extension of 7 years.
- Where a customer makes a positive request to begin gambling again they have to be provided with a 1 day cooling off period and conformation must be made in person or over the phone.

The question here is whether or not the customer can make contact to request lifting of their SE within the initially defined SE period, or whether that is enforced and only once that has expired, during the subsequent 7 year extension, the customer can ask to reopen their account.

With regard to that I'd have to consult with the UKGC.

Sorry I can't provide a more definitive answer,

TP
lt1986
Junior Member
Posts: 3
Joined: Thu Apr 06, 2017 6:24 am

Re: Some advice re: self exclusion

Postby lt1986 » Thu Apr 06, 2017 7:43 am

Thanks for taking the time to reply... Whats the best way to get hold of the ukgc and actually getting an answer though?
lt1986
Junior Member
Posts: 3
Joined: Thu Apr 06, 2017 6:24 am

Re: Some advice re: self exclusion

Postby lt1986 » Thu Apr 06, 2017 8:55 am

Spoke to the UKGC who confirmed that under a 5 year self exclusion that an account shouldn't be opened under ANY circumstances. The csno in question think it's too big to listen to this though and arrogantly rejects the suggestion. Can I name an shame or what? :D
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thePOGG
Senior Member
Posts: 3493
Joined: Thu Oct 18, 2012 1:17 pm

Re: Some advice re: self exclusion

Postby thePOGG » Fri Apr 07, 2017 8:01 pm

No you can't. At the present time we have only your side of the story. We don't accept the posting of complaints on the forum specifically because we require both parties to have a fair opportunity to present their case before anything is allowed published that has damaging consequences for either party.

As advised within your complaint you need to contact the UKGC at this juncture.

Thanks,

ThePOGG

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