Kaboo Casino - Account closed due to self exclusion on another site

UNRESOLVED
Milnej2 United Kingdom
posted on October 11, 2015.

Registered with kaboo sent my id docs at the same time then won £360 withdrew the funds however it came back into my account then my account was closed, asked live chat and they said it was due to having a self exclusion in a sister site, I wasn't aware the sites were connected and they have said I have forfeited my winnings due to breach of self exclusion so will not return my winning and are refunding my deposit. How can I have breached terms of a self exclusion if I wasn't aware they were part of the same company? Why if they are the same company was I able to register using te exact same details as thrills the site I had self excluded from? Why am I being penalised for this when it's not my fault that I am not aware which sites are part of the same company

posted on October 13, 2015.

Hi Minej2,

Could you please send me your username so I can look up things from our end?

Regards

Bruno

Milnej2 United Kingdom
posted on October 13, 2015.

It's milnej2
Thanks
jo

posted on October 13, 2015.

Thanks! Heard our customer service are in dialogue so let me know if I can assist in any matter from my end.

Regards

Bruno

Milnej2 United Kingdom
posted on October 13, 2015.

hi Bruno the customer service team have just said that they are not paying it out and that's final however, the reasons stated above I believe are a fair enough reason as to why I should have my winnings refunded. I wasn't aware kaboo was a sister company to thrills annd am not sure how I am expected to know this, surely if you are a sister company you would have had controls in place to stop me registering altogether? I used the exact same details as I use on every site I wasn't trying to hide or omit details about myself to registered I was open and honest but feel I am being penalised due to this, I have a few other account s with the Dublin bet and max casino that I use from time to time and have limits in place, I do not see myself as a problem gambler however I ah e on occasion closed my accounts on a whim simply because I have wanted to take a break and haven't really understood the consequences of such exclusions. I do not believe I was told at the time why the self exclusion would mean in so much as winnings from a new account will be forfeited and had I known this would not have adopted the approach to Closing my account that I previously had

posted on October 14, 2015.

Hi Milnej2,

Been informed that our CS refunded you the deposit you made, but not the winnings due to the fact you were self excluded on a sister. This is the procedure I am afraid we will have to take due to our license. I am sorry, but there is not anything more that we can do in this case.

Regards

Bruno

Milnej2 United Kingdom
posted on October 16, 2015.

I honestly feel this is grossely unfair. I have read extensively through your terms and conditions and can not see any mention of this policy with the T & C's.
Your not listening to any reasoning i am giving them or are you offering any explanation other than its your policy you won't even tell me where the £300.00 that i had in my account goes.

I wasn't aware that Kaboo casino was part of `Thrills' casino where i had self exclude and i would like to put to you how i am supposed to know that they are sister companies? Indeed if they are sister companies and i had a self exclusion with them why an earth was i able to get through the initial registration not one of my details was different from the details i registered with thrills i was allowed to deposit £60 in the time it took them to notice all this and i had even sent my id verification. I honestly feel in this circumstance that Kaboo should be refunding me my winnings. I do not feel that Kaboo are treating me fairly and believe they have no grasp on the policy that treating customers fairly does not mean treating all customers the same. It means listening to the individual customer which in this instance they have not and they have just used a blanket approach without reading further into the detail.

Had i tried to register an account in a deceptive manor i would fully conclude that i shouldn't receive my winnings back however i opened the account honestly and with no deception on my part why should i be penalised for this?

Also i am sure that in your rules regulations as a company would say that you should take steps to prevent registration of self excluded customers however had you have done this i wouldn't have been able to register in the first place and therefore we wouldn't be in this situation. I would like to see some evidence of the licencing laws that you are suggesting as every where that i have looked regarding licencing laws in the uk only refer to the policy of not giving people there winning whens self exclude is if they have tried to gamble using deception and through reopening an account with a site they are self excluded from. I had never requested a self exclusion and no deception was made my me up on opening an account i opened it in an honest way and made a genuine mistake by not being aware that thrills were part of you company. Please do not reply to this email by just saying customer polciy as it is not good enough every customer should be treated on the own individual merit not pigeon holed into one customer type as you are doing

posted on October 16, 2015.

Hi

I can understand your frustration, but we have to act like this like any other operator that are under the Malta Gaming Authority and Gambling Commission of Great Britain.

Regards

Bruno

AskGamblers
posted on October 16, 2015.

Upon a thorough examination of Kaboo's Terms and Conditions we reached to the following conclusion:
1/ There is no particular term within Kaboo's T&Cs where one would understand that Kaboo is in fact within the same group of casinos like Thrills and Super Lenny.
2/ According to ter, #6.8 of Kaboo's T&Cs casino is in fact obliged to close all accounts within their casino network once a SE is being applied. Unfortunately, it is not specified whether this term refers to existing of future accounts.
But even if we skip reading the terms and conditions, there is a very serious question which Kaboo casino should answer. Why and how player managed to open a new account at another casino within BringIt nettwork of casinos, providing the fact that player was using exactly the same personal details upon registering? Does it mean that none of the BringIt casinos make such checks upon registration? How does it comply with best Responsible Gaming policies?

Based on all the mentioned above we believe that casino should reexamine its decision regarding the confiscation of the player's winnings and that it should be refunded to him, and to take in reconsideration editing of the existing confusing term 6.8.

Milnej2 United Kingdom
posted on October 16, 2015.

I appreciate your response, and look forward to hearing kaboo' reply to this matter as I am 100 percent sure my details were exactly that as previously registered with thrills, I have never opened any account with differing information in fact so much so that I even keep the same username milnej2 at every casino I have registered too if it hasn't been taken

posted on October 18, 2015.

Dear askgamblers and Milnej,

Thanks for taking your time to give your feedback on our terms and conditons. I have been taking your input further to our management in order to see how we can improve our future communication. We will however not refund the players winnings. Bear in mind that no matter how clear we would be from our end in terms of our terms and conditions, the player would still not be refunded since he self excluded himself from a sister casino. We have acted accordingly and I am sorry once again, but this will be remain unsolved.

Regards

Bruno

Milnej2 United Kingdom
posted on October 19, 2015.

Dear Bruno, I understand you believe your regulations are clear but I am inclined to disagree, I have also forwarded on my complaint to the gambling commission so I am sure that you will hear from them regarding this matter in the. It to distant future. I am sure once you have communicated with them you will see that the rules surrounding self exclusions are guides and not legal requirements. As with all guides individual circumstances should be taken into account and cases reviewed I there
Own merit. Quite frankly I am disgusted that a company like yourself is simply replying to a customer complaint with an almost automated response. Not one question that has been asked of you have you answered which I'm my books is hardl making the stance your taking believable. Perhaps you could explain to us where the money that I won and any other person whom you have taken winnings from goes to in situations like this? Also despite ask gamblers mentioning your terms and conditions being ambiguous and seeking answers to a numbe do questions you have simply ignored them, this is not good enough, should you have been able to give a plausible answer to any of the questions either myself or ask gamblers had put to you I would maybe have been able o understand why the funds were not sent to me however ou are not replying or answering may questions and Are simply stating that terrible is nothing you can do. As a company this is. T good enough if a customer is complaing why wouldn't you want to give a through and complete explanation and answer to there complaint? I promise this is not the last you will hear from me. I may not get my money back from you but u assure you I will not give up until I have had some sort of proper explanation as to the whys. Carrying on like you are is simply cementing your already low grading of your casino site
Regards
Jo Milner

Milnej2 United Kingdom
posted on October 19, 2015.

Dear Bruno, I feel it necessary to point out that I am not providing feedback to you. I am making a complaint maybe this is where your confusion is coming from and why you are failing to answer any questions raised. For this complaint to be resolved I expect to see some clear proof of the gaming rules that you keep blaming on why you can not send me my winnings. I want s clear example with links they is specifically relating to my circumstances of registering exact same details, registering to a new casino but has self exclusion on s sister site. I would also like to see proof that you did everything according to the gaming commission and Malta gaming law your end because quite frankly it doesn't appear that way to me why I was able to register with exact same details seems to me like a clear error on your part and I am sure that the gambling commission and Malta gaming will have some sort of legislation around preventing the opening of accounts for excluded players. I look forward to receiving a full and comprehensive answer to this

AskGamblers
posted on October 23, 2015.

This complaint will remain unresolved until we receive a UKGC decision considering this case. We invite both parties to send resolution to the AskGamblers complaint department upon receiving.