PlayHippo Casino - Acknowldged self-xclusion from sister site, but refused refund

UNRESOLVED
posted on October 6, 2015.

Hi there,
I joined playhippo recently and lost a fair amount of money - around £400. I was gutted as have been trying to not gamble but broke momentarily - joined and lost it in a few hours. I was willing to accept the loss. But the next day I received an email saying I had self excluded from another site they were affiliated with:

You have recently attempted to register a gaming account on PlayHippo.com. Our system has detected that you have previously opted to self-exclude on a website managed and operated by EveryMatrix. Your self-exclusion on CasinoLuck.com is still active and will end on 19/04/2019. As self-exclusion implies possible gambling issues, for your protection and in accordance with our general duty of care, we are obliged to exclude your newly registered account for the period remaining on your initial self-exclusion.

Please note it will not be possible to activate your account during the period of self-exclusion. Also, it will not be possible for you to open any other accounts and gamble with any sites managed and operated by EveryMatrix. Should you manage to register an account with one of our partners we will exclude any such account/s and potentially retain your deposits and/or winnings on any such account, by virtue of the following clause in the terms and conditions:

“Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.”


I am wondering whether it is possible that I can get this money back - I am a novice when it comes to casino rules but I thought self exclusion from the same company should prevent this happening.

Thanks,

J

AskGamblers
posted on October 12, 2015.

Dear @jzah,
Any update considering your complaint? Thank you.

posted on October 12, 2015.

Hi J,

As explained over the email, we are looking into this since it is regarding the UK license we have to act in certain ways in accordance to the license. The T&C is quite clear as it is:

"“Should you self-exclude from at least one of the websites managed and operated by us and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing on another website managed by us, your deposited amounts and your subsequent winnings, if any, shall be forfeited by you, retained by us and you agree to waive any and all claims relating to the respective amounts.”

But we are looking if there is something we can do.

Also we are not the same company, but we are different companies using the same license.

As soon as we have a reply regarding this specific case we will reply here,

Regards
PlayHippo

posted on October 12, 2015.

Thank you for the reply - I do hope something can be done as it seems rather unfair to be able to deposit when I have self excluded under the same license. Hope to hear from you soon.

posted on October 16, 2015.

Any news on this issue at all?

posted on October 19, 2015.

Still waiting for a response here?!

posted on October 21, 2015.

Hi, we are also trying to get a clear picture here and we are sorry for the delay in this matter since we are still awaiting a confirmation on how to proceed.

Regards
PlayHippo

posted on October 23, 2015.

Hi thanks for the response, I will keep this active as it has not been resolved. From the reading I have done it seems people who have been in similar situations have received a refund - I'm not to sure why this is taking so long to resolve but I look forward to hearing from you. Regards, J

posted on October 26, 2015.

Any news on this issue? Please could you let me know. J