My issue is with Gala Coral's self-exclusion policy.
Having made them aware of my gambling problem in December 2013, and subsequently having my Gala Casino account closed and a 12 month self-exclusion placed on my account I was able to register a new account with Coral using their phone application on 11/05/2014 and deposit over £1000 using the same details (address, phone number, debit card) without any verification.
I am aware that exclusion from Gala Casino results in exclusion from all Gala Coral's services.
When I had previously tried to set up another Gala Casino account after my exclusion I was sent an email asking for a number of verification documents including my passport and bank statements. This leads me to ask why I was allowed to sign up to a Gala Coral service on this occasion without any form of verification.
Whilst using the service, my account was suspended for a brief moment when trying to deposit funds. I talked to an online advisor, expecting my exclusion to be flagged. They asked for my account name and instantly allowed me access to deposit more funds and continue playing. I feel I should never have been allowed to register a new account in the first place but surely this is when they should have identified me as someone who was excluded.
As someone who has issues with gambling, I strongly rely on my exclusion from gambling providers and feel they have not done enough on this occasion to prevent me from using their service.
I have the relevant evidence to support my case and have attached a transcript with an advisor who confirmed my 12 month exclusion.
I emailed Coral on 12/05/13 with my complaint. I received a reply from one of their customer service team explaining my query had been passed on but am yet to receive a further response.