Deorko Posted 8 October, 2019 Share Posted 8 October, 2019 Hello there. Firstly I was to say, that addiction is illness, which can come from nowhere, like a flue, need to be prevented and obviously there are laws of protection vulnerable customers from it. I would like to ask u, what now? Firstly I want to say, that best option for me is to solve this between me and Casino, but actualy Casinos complaints team was not able to respond me to my question after a month waiting. Instead of this send me another response, which is proof too. How to start my story... I had not easy life,my dad left us when I was 4, so we were alone with mom... after depresion issue my mom died when I was 14 ... since that I was living with my grandparents, honestly I was fixed on them.Few months ago my grandpa died and I fall in hard depresions ... So i started to gamble to just "fill my head" ... ive to admit that is so easy to fall in addiction... after I deposit bunch of money and won,wanted withdrawal, we were out with friend..drinking u know... there someone stoled my phone, paradoxly we were on bear outside of casino... when I came home I noticed this and have written to support if there is something to do if I get police protocol and all documents they will need. Answer was there is nothing to do... I just accepted this and asked them to close my account where the adding question from support site was If I feel I got problem with gamble, where I responded that maybe yes. Word *Suicide* figured out there too. Everything was ok, he send me some sited for problem gamblers and upon next day when I tried to log in, message told me that due my request of self-exclusion my account was closed... In this time I was going only for 1 game -> Chilli ... only 2 sites allowed this in my local so i played on the 2nd... I lost a lot ... I was talking on phone with VIP support from there so we were talking about my problem...word *Suicide* were pointed here aswell and he told me because of this he has to self-exclude me. Ive lost over 34k dollars in 1-2 months... sadly no-one asked anything about money I deposit or if my gambling is not dangerous for me. Ive lost my job, because I became so depressed by this... I visited a lot of ppl who talked with me... One day I was looking to my bank account ( these money was loan to reconstruction) and calculated. Find out these 2 Casinos are operated by same Operator. In Terms on the 1st one ive read that self-exclusion affects all brand under this operator (I didnt change any details, same name,adress,DOB,email,phone, Card too). Plus Casinos, as I said, has obligation to protect vulnerable customers. Ive read a lot of articles and noticed, that Operatos has already sued for failing on protection vulnerable customers and self-excluded people. So I decided to dont let it be, asked 1st one in support chat for chat transcript before my account was self-excluded and they told me to write on complaints and they will respond me within 20 days (it was actually over month). They didnt send me script I requested but send me a text. Thank you for contacting *Casino 1* with your request. Why your *Casino 1* has been self excluded is because once you have a self excluded account under *Casino operator*. You held an account with us on *Casino 2* and this was closed due to a suicide case on the 26th of May. That account will not be reopened again and therefore your account with *Casino 1* will remain close as well. This is per license regulations from the UKGC/MGA. As I said. I would like to solve this without taking the case on UKGC, because actually I know that I have right to have money refunded but have faith that Casino didnt take advantage of my problem and it was only some error. Thanks for answers. Link to comment
NeWbZs Posted 8 October, 2019 Share Posted 8 October, 2019 Good to try and get the money back, but first: Are you currently haveing professional help for you feelinings and situation? If not take care of that RIGHT NOW. Link to comment
Deorko Posted 8 October, 2019 Author Share Posted 8 October, 2019 2 hours ago, NeWbZs said: Good to try and get the money back, but first: Are you currently haveing professional help for you feelinings and situation? If not take care of that RIGHT NOW. Thanks for ur response I did, first I was shy of myself, but I needed help and I knew it, I visited ambulantion of gambling,drugs and alcohol problematic, where I talked with them about my situation. They helped me with my block. I was able to talk with others about that. Link to comment
Shaunbruey1 Posted 8 October, 2019 Share Posted 8 October, 2019 I’m most concerned with how are you doing now as a person..... do you have a solid support system? Friends that you can talk to about urges or feelings? Money is only a “thing” and while I’m sure Kim can help you get some back I’m concerned about you and your health my friend. Focus on becoming well. Link to comment
Deorko Posted 8 October, 2019 Author Share Posted 8 October, 2019 4 hours ago, Shaunbruey1 said: I’m most concerned with how are you doing now as a person..... do you have a solid support system? Friends that you can talk to about urges or feelings? Money is only a “thing” and while I’m sure Kim can help you get some back I’m concerned about you and your health my friend. Focus on becoming well. Thanks for your care, my friends are great, can talk to them about this, but still I am shy for this ehat happend.... I am shy how weak I was in this situation to fall in this... a lot of them told me to dont blame myself, depresion is strong issue and people do what they would never do. Link to comment
Deorko Posted 10 October, 2019 Author Share Posted 10 October, 2019 And as I said, never changed any personal details,even the card was same. Link to comment
Deorko Posted 13 October, 2019 Author Share Posted 13 October, 2019 I am not sure if here is better to hire a lawyer for this. Link to comment
dirtystack Posted 13 October, 2019 Share Posted 13 October, 2019 Two questions: 1. Did you use the second site, on the same license, the day after closing your account with the first site? 2. For how long a period of time were you able to use the second site after self excluding from the first? Link to comment
Deorko Posted 13 October, 2019 Author Share Posted 13 October, 2019 4 hours ago, dirtystack said: Two questions: 1. Did you use the second site, on the same license, the day after closing your account with the first site? 2. For how long a period of time were you able to use the second site after self excluding from the first? Hello, thanks for respond. 1. Dont remember, maybe yes,maybe not, really not sure. How does it depends? 2. Maybe 2-3 months, dont remember. Link to comment
dirtystack Posted 13 October, 2019 Share Posted 13 October, 2019 1. I got the impression from your post that you lost everything on the second site the day after self excluding from the first.; would mean the different operators, despite been on the same license, could argue that it takes some time to communicate the standing of their respective accounts. 2. Over a sustained period of time, as you indicate, you would have a good case for recovering money on responsible gaming grounds. Don't think lawyers are the way to go initially, use one of the independent complaints handlers like https://thepogg.com/ You will at the least get more information and the operators perspective, the official line they are going to give. They may uphold your complaint; all good. They may dismiss your complaint, they may even label your complaint as partially upheld. In this case you now have a lot more information as you now know where the casino stands; you have the operators decision which you can now contest, with a lawyer if necessary. None of this happens quickly. Most complaints have an allowable response period of 8 weeks. My advice; don't count on it or obsess over it, just consider the money as gone. Submit you complaints, don't gamble in the meantime, sort your finances out, invest in improving your mental health, keep pushing for something back, do whatever you have to but don't obsess over it, obsession becomes compulsion and compulsion is what got you in this mess in the first place. When the results of your complaint come in, if not what you want, keep complaining, keep it in the background in your mind and just maybe one day you will get a positive response and it will be a nice bonus, a plus, a victory - this is good, you want to be in a good place and get a victory, you don't want to be wallowing in despair and for any refund to be a relief. Link to comment
RespG40 Posted 14 October, 2019 Share Posted 14 October, 2019 Who is the operator? That might shed some light on the situation. Link to comment
Deorko Posted 14 October, 2019 Author Share Posted 14 October, 2019 3 hours ago, RespG40 said: Who is the operator? That might shed some light on the situation. I dont know if it is important, as I said, I dont want to be a*shole, I am not sure if it wasnt just some technical issue from their side. Link to comment
RespG40 Posted 14 October, 2019 Share Posted 14 October, 2019 4 hours ago, Deorko said: I dont know if it is important, as I said, I dont want to be a*shole, I am not sure if it wasnt just some technical issue from their side. If you were excluded and allowed to open another account with the same operator then really you should be getting deposits back on the 2nd account On 13/10/2019 at 16:42, dirtystack said: 1. I got the impression from your post that you lost everything on the second site the day after self excluding from the first.; would mean the different operators, despite been on the same license, could argue that it takes some time to communicate the standing of their respective accounts. 2. Over a sustained period of time, as you indicate, you would have a good case for recovering money on responsible gaming grounds. Don't think lawyers are the way to go initially, use one of the independent complaints handlers like https://thepogg.com/ You will at the least get more information and the operators perspective, the official line they are going to give. They may uphold your complaint; all good. They may dismiss your complaint, they may even label your complaint as partially upheld. In this case you now have a lot more information as you now know where the casino stands; you have the operators decision which you can now contest, with a lawyer if necessary. None of this happens quickly. Most complaints have an allowable response period of 8 weeks. My advice; don't count on it or obsess over it, just consider the money as gone. Submit you complaints, don't gamble in the meantime, sort your finances out, invest in improving your mental health, keep pushing for something back, do whatever you have to but don't obsess over it, obsession becomes compulsion and compulsion is what got you in this mess in the first place. When the results of your complaint come in, if not what you want, keep complaining, keep it in the background in your mind and just maybe one day you will get a positive response and it will be a nice bonus, a plus, a victory - this is good, you want to be in a good place and get a victory, you don't want to be wallowing in despair and for any refund to be a relief. On point 1, as this is the UK we are talking about, any exclusion must be appli3d cross network immediately Link to comment
Deorko Posted 25 October, 2019 Author Share Posted 25 October, 2019 On 14/10/2019 at 23:25, RespG40 said: If you were excluded and allowed to open another account with the same operator then really you should be getting deposits back on the 2nd account On point 1, as this is the UK we are talking about, any exclusion must be appli3d cross network immediately U mean UK license? Link to comment
dirtystack Posted 25 October, 2019 Share Posted 25 October, 2019 Yes, UKGC. Do they have to conduct themselves in accordance with UKGC guidelines when dealing with customers from countries outside of the UK to maintain that license or does it only apply to how they handle UK citizens? Link to comment
RespG40 Posted 28 October, 2019 Share Posted 28 October, 2019 On 25/10/2019 at 08:12, dirtystack said: Yes, UKGC. Do they have to conduct themselves in accordance with UKGC guidelines when dealing with customers from countries outside of the UK to maintain that license or does it only apply to how they handle UK citizens? If you play in the UK under the UKGC licence then the operator is bound by the terms of that licence. Is this person non-UK but has managed to open a UK account? I'm a bit confused so if you can clarify it would be helpful. Link to comment
Slotspinner Posted 28 October, 2019 Share Posted 28 October, 2019 22 minutes ago, RespG40 said: If you play in the UK under the UKGC licence then the operator is bound by the terms of that licence. Is this person non-UK but has managed to open a UK account? I'm a bit confused so if you can clarify it would be helpful. most casinos with UKGC license also have MGA, if youre not from UK then UKGC guidelines dont apply for the customer Link to comment
RespG40 Posted 28 October, 2019 Share Posted 28 October, 2019 5 hours ago, Slotspinner said: most casinos with UKGC license also have MGA, if youre not from UK then UKGC guidelines dont apply for the customer Yeah so did he play as a UK player under the UK licence or MGA under that licence. Really that's the question that needs answered here. The fact he mentions dollars makes me think it was neither. Maybe he can name the site. Link to comment
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