Unibet allowed me to deposit on a 5 year exclusion

[AshtonGTV]

Hello. Essentially I self excluded for 5 years a few months ago. However tonight unibet allowed me to sign in, deposit and lose money despite me being self excluded. I have evidence I self excluded and even have from a support ticket back in September where they confirmed it is for 5 years

 

im just clueless with what to do 

Edited 5 February, 2022 by AshtonGTV

[Jamessco]

First thing you do, in my opinion, is go straight in and contact their support, tell them what happened, attach the support ticket and make sure they do it right this time.

If with your "clueless what to do" part is meaning some sort of refund because you shouldn't have been allowed to play, I've no idea if that is the case, but again, just my opinion i'd like to think they would have to refund your deposits, since you shouldn't have had the ability to deposit in the first place.

[AshtonGTV]

4 hours ago, Jamessco said:

refund because you shouldn't have been allowed to play, I've no idea if that is the case

I was kinda hoping they would refund the £60 since in my eyes I have lots of evidence that I’m excluded but it still let me log on, change my deposit limit and deposit £60 which is more than I can afford to lose on something like this and this shouldn’t of happened since they promote safe gambling but looks like the opposite. 

4 hours ago, Jamessco said:

contact their support

Sadly it didn’t help, the chat disconnected since I’m excluded and I just get pushed around

[gypsycream26]

If you self exclude in my opinion the onus is on both parties to adhere to the rules  , why did you go back in and have a bet if you knew you were self excluded  , if you had won £60 then i am sure you would not be bringing up the topic  , I don't think you will get anything from the Casino as i reckon you had all the cards ( no pun intended ) and decided to have a gamble.

 

Let me know though how you get on  , I wish you well going forward      🙂

[AshtonGTV]

1 minute ago, gypsycream26 said:

why did you go back in and have a bet if you knew you were self excluded

Because I’m stupid and an addict. That’s why I’ve got a 5 year exclusion from all casinos/groups. 
 

i got a email from them offering me stuff if I make a deposit and I just got carried away. Thought I’ll try logging on and it worked. 
i double checked if I’m self excluded and I was, so was a little confused. 
 

I deposited £10 lost it all. Then changed my limits and deposited another £50, kinda hoped I could earn myself some money and to take my mind of being depressed as it was my birthday and I was all alone and just thinking about the past but it made me even more depressed as I knew I shouldn’t of done it and needed that money 

11 minutes ago, gypsycream26 said:

on  , I wish you well going forward

Thank you

[dagreenblazer]

1 hour ago, AshtonGTV said:

Because I’m stupid and an addict. That’s why I’ve got a 5 year exclusion from all casinos/groups. 
 

i got a email from them offering me stuff if I make a deposit and I just got carried away. Thought I’ll try logging on and it worked. 
i double checked if I’m self excluded and I was, so was a little confused. 
 

I deposited £10 lost it all. Then changed my limits and deposited another £50, kinda hoped I could earn myself some money and to take my mind of being depressed as it was my birthday and I was all alone and just thinking about the past but it made me even more depressed as I knew I shouldn’t of done it and needed that money 

Thank you

Yo Ash, wanted to say firstly i'm sorry to hear your birthday ended up being a quiet one this year, and wasn't what you were hoping for.

 

The only second thing i wanted to say was don't beat yourself up too much for it - you already got the awareness to know it was a mistake & regret doing it, though overly hating on yourself is only going to feed the depression and that in turn just cycles you back down into the bad habits you're trying to prevent.

Take a moment to appreciate that you did well to recognise months ago you had a problem and you actively took steps to self-exclude. Since then you've managed a good few months of internal discipline, which in the face of any addiction is still an impressive feat - everyone on that road will stumble a few times, and many would've broken alot sooner.

 

Allow yourself this error of judgement and take it as reinforcement of the fact that nothing has changed since you last played; you already know the casinos still win everything & we still lose everything - it just proves you were correct to self-exclude & stay away. You may have spunked £60 now but think of the money the past few months of self-exlusion has saved you, and that it is your actions which saved that money. Staying healthy & positive now puts the power back in your hands to save even more money over the coming months too by continuing to stay away - and the key is to remember you both have a future AND deserve to have that future too. It's an old cliche, though the past is the past; we can only effect our futures.

 

It does often seem shit trying to stay away from easy habits, though you're allowed to have some pride in the resolve you have already shown & use that to boost your confidence that even despite a few stumbles you can keep yourself on track for where you want to get to. Wishing you a good Spring dude!

[dirtystack]

If you were able to just log in, deposit and play then the casino has fucked up and it will be easier for them to just give you back the money.

If you used any deception to gain entry then the casino has some grounds not to pay you.

If what you are saying is true and you were able to just log into your old, self excluded, account then they casino has definitely fucked up and should pay you - if you make a complaint then they would have to report this failing of their safer gambling checks to the UKGC. I don't know if this applies if you are not in the UK.

Best bet is to email Unibet an informal query asking them to explain why it was that you were able to simply log in and deposit. At this stage be clear that it is just a query, state something along the lines of "please note that, at this stage, this correspondence is not to be received as a formal complaint".

The last thing you want is to enter the complaints proceedings over £60 as it can takes months once in the formal complaint process - this issue they should just pay to make go away. Letting them know that it is not a complaint also lets them know that you are aware of the complaint procedures and will ultimately go down that route if no acceptable resolution is reached.

Can still take time for them to respond - I think Unibet may have just had a kick up the backside regarding SOF by the UKGC so all their verification and legal departments will be quite tied up - also near the end of financial year so... whole industry is a bit sluggish at the moment.

Edited 5 February, 2022 by dirtystack

[AshtonGTV]

8 hours ago, dagreenblazer said:

Yo Ash, wanted to say firstly i'm sorry to hear your birthday ended up being a quiet one this year, and wasn't what you were hoping for.

 

The only second thing i wanted to say was don't beat yourself up too much for it - you already got the awareness to know it was a mistake & regret doing it, though overly hating on yourself is only going to feed the depression and that in turn just cycles you back down into the bad habits you're trying to prevent.

Take a moment to appreciate that you did well to recognise months ago you had a problem and you actively took steps to self-exclude. Since then you've managed a good few months of internal discipline, which in the face of any addiction is still an impressive feat - everyone on that road will stumble a few times, and many would've broken alot sooner.

 

Allow yourself this error of judgement and take it as reinforcement of the fact that nothing has changed since you last played; you already know the casinos still win everything & we still lose everything - it just proves you were correct to self-exclude & stay away. You may have spunked £60 now but think of the money the past few months of self-exlusion has saved you, and that it is your actions which saved that money. Staying healthy & positive now puts the power back in your hands to save even more money over the coming months too by continuing to stay away - and the key is to remember you both have a future AND deserve to have that future too. It's an old cliche, though the past is the past; we can only effect our futures.

 

It does often seem shit trying to stay away from easy habits, though you're allowed to have some pride in the resolve you have already shown & use that to boost your confidence that even despite a few stumbles you can keep yourself on track for where you want to get to. Wishing you a good Spring dude!

Thanks

[AshtonGTV]

4 minutes ago, dirtystack said:

If you were able to just log in, deposit and play then the casino has fucked up and it will be easier for them to just give you back the money.

If you used any deception to gain entry then the casino has some grounds not to pay you.

If what you are saying is true and you were able to just log into your old, self excluded, account then they casino has definitely fucked up and should pay you - if you make a complaint then they would have to report this failing of their safer gambling checks to the UKGC. I don't know if this applies if you are not in the UK.

Best bet is to email Unibet an informal query asking them to explain why it was that you were able to simply log in and deposit. At this stage be clear that it is just a query, state something along the lines of "please note that, at this stage, this correspondence is not to be received as a formal complaint".

The last thing you want is to enter the complaints proceedings over £60 as it can takes months once in the formal complaint process - this issue they should just pay to make go away. Letting them know that it is not a complaint also lets them know that you are aware of the complaint procedures and will ultimately go down that route if no acceptable resolution is reached.

Can still take time for them to respond - I think Unibet may have just had a kick up the backside regarding SOF by the UKGC so all their verification and legal departments will be quite tied up - also near the end of financial year so... whole industry is a bit sluggish at the moment.

Thank you I’ll definitely say something like that but I’ll also mention how the chat team isn’t helping me and on social media they just opened the message as it says ‘seen’

hopefully they’ll refund me as it definitely shouldn’t of happened especially since I have evidence of the self exclusion, evidence they know I’m addicted and have mental health (the mental health part was when my account got frozen a while back as the kinder group rang me due to something alarming I said to a live dealer and they applied a lock on my deposit limits and around 12 months after this is when I self excluded from everywhere. 
 

i literally only attempted as I got a promotion email, tried logging on knowing it wouldn’t work but I was shocked. I even had to triple check my email and I saw I was allowed on and it even let me change my limits from £10>£60 which is how I lost £60

ive got a feeling they’ll blame me for it all because as someone said above it requires both parties but surely I can’t abide by it if I’m extremely addicted 

 

i Was actually doing so well until this happened. Signed up to gamstop, self excluded everywhere, deleted accounts that allowed me to delete and I noticed a massive change but now I feel like I messed up my clean streak 

[dirtystack]

They shouldn’t blame you or try to make you feel bad about the whole situation. Protecting vulnerable persons from been harmed or exploited by gambling is one of the 3 key licensing objectives - Unibet really won’t want a formal complaint, submitted by a vulnerable person, displaying that they have been harmed as they will have to send the outcome, plus details of the complaint, to the UKGC. The same UKGC that set the 3 main licensing objectives of which “Protecting children and other vulnerable persons from been harmed or exploited by gambling” is 1.

Given the choice between a £60 refund or UKGC recording a failing they will always go for the refund(unless there was some trickery on your part complicating the matter.)

But first, contact Unibet quietly and calmly, explain the situation and give them a chance to investigate/reply/rectify.

Bear in mind it’s the weekend and complaints/legal departments, even in a weekend centric business like a casino, everyone wants the weekend off.

 

[Jamessco]

7 hours ago, AshtonGTV said:

i Was actually doing so well until this happened. Signed up to gamstop, self excluded everywhere, deleted accounts that allowed me to delete and I noticed a massive change but now I feel like I messed up my clean streak 

It's obviously extremely difficult, and all I can say is, don't be too hard on yourself.  You've taken the steps to sort yourself out, and hopefully in time you will.  

As you said, you had no intention of doing it until Unibet e-mailed you, which when self-excluded, they shouldn't even be doing.  As Dirtystack says above, send them an e-mail, explain the entire situation, adding you might have to contact the UKGC (assuming you're in the UK) and chances are they'll realise their mistake and refund you the money.

[biggestdosser]

inform the gambling commission if they dont react properly!