Complaint #377 888 Casino

Inadequate Self Exclusion Checks

By Anthony M.

8 years ago

I refer to to my accounts with: 888.com moongames.com vegasspins.com & SecretSlots.com - which as I understand, are all entities under the 888 Group.

Having realised I was suffering from a compulsive gambling addiction, I requested that a full self exclusion period was placed upon my 888 account on 06/19/2017 . However, on the 5/03/18 i was able to open an account with VegasSpins.com and deposit £105 then on 04/05/18 I was able to open an account with www.moongames.com and make deposits totaling £630 i have contacted secret slots for my transaction history as I have also self-excluded from there. I was able using the same details as previously registered with 888, including: billing address, registered card details, paypal account, email address, IP address and usernames.

Upon registering with 'Moongames', I was allowed to make deposits totaling £630 and £105 with Vegasspins, there are also £350 worth of paypal deposits to 888 casino between 27/10/17 and 06/01/18 that i assume were secretslots or another 888.com entity - despite having a self exclusion ban placed on the account. As a 'responsible gaming provider' - that has a duty to help prevent compulsive usage - I am very disappointed that 888 holdings have failed to enforce their self exclusion policy/responsible gambling policy. No checks were made - which resulted in financial losses.

I have sought advice on the above and I herby request that:

i.) 888 holdings close my Moonspins, vegasspins and any other account in my name registered with a 888 group/Cassova Casino
ii.) 888 holdings provide a refund of the deposited funds, because of their inability to/inadequate checks for self exclusion.

Disputed Casino 888 Casino

Reason Other

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 888 Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

axgod2

• United Kingdom

4 years ago

I requested self exclusion from the site itself, their claim is that I didn't select bingo sites. I did not have the option to select sites. I requested self exclusion and selected 5 years, if I can sign up for other sites and still play slots then how is this self exclusion!

AskGamblers

• Support Team

4 years ago

Dear axgod2,

Please make sure to update your complaint accordingly and support your statements and claims with relevant evidence. Such proof should be:

uncropped email where you have requested self exclusion with all details clearly visible

In case you fail to respond and/or provide requested information within the 96 hours, we will have no other choice but to close the case as resolved and recommend you to forward it to the relevant regulatory body instead.

Thank you in advance.

axgod2

• United Kingdom

4 years ago

As I have said all along the screenshot attached is meaningless as as it was not something I was ever presented with. When I self excluded I certainly did not leave bingo sites unselected and don't believe I was given the option too. The money taken from me in was to play slots of which is what I instructed you to self exclude me from.

So this complaint is still not resolved

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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