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Smart Live Gaming Casino - Casino ignored required 24 hour cooling off period when re-opening account after self-exclusion

Complaint Info
Disputed casino Smart Live Gaming Casino
Reason Casino terms violation
stevenhp United Kingdom Message
Posted on May 12, 2014

On 2nd May 2014, I asked to re-open my old account.

I was informed my sefl-exclusion had ended in May 2013 and to email support to get it re-opened.

I emailed support, hours later my account was up and running.

However, under the responsible gambling guidelines as set out by their regulator (UK) they are supposed to implement a 24 hour cooling off policy (whereby you cannot gamble or deposit any funds for the first 24 hours).

They confirmed this practice to me as a normal practice over the phone (later that day).

However, they failed to implement the 24 hour cooling off period for me, allowing me to deposit and lose £6k on impulse. The whole 24 hour cooling off period is designed to stop people impulsively re-opening old account and gambling away their funds.

The casino have not admitted any wrong-doing but have offered £2,500 compensation (rather than the whole £6,000 deposited).

I find it hard to believe that such a reputable casino would fail in it's handling of responsible gambling policy so easily, I can only assume they purposefully did it to prey on my impulses, as I may not have been so generous in my deposits 24 hours later.

Either way, I am not legally liable for any deposits for 24 hours due to the mandatory cooling off period, which the casino & the regulator have stated over the phone is a requirement. The casino, thus far, ignore this issue and attempt to keep me quiet with partial settlement of the amount that should be refunded (it should be refunded as it was the casino's fault for failing to prevent me from gambling for 24 hours).

Posted on May 12, 2014

This player has been refunded in full to the total amount of £6,000. Smart Live Casino has explained in detail to the player why this situation occurred. At Smart Live Casino, we take responsible gambling extremely seriously and do absolutely everything in our power to let our players manage their limits in the best way.

stevenhp United Kingdom
Posted on May 12, 2014

Casino did pay out, before this complaint was accepted on here. I did actually receive a "complaint rejected" email from AskGamblers so I didn't think this complaint made it here :/

Can be closed, solved.

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