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Pots of Luck Casino - Self exclusion requested but not processed

REJECTED
Complaint Info
Disputed casino Pots of Luck Casino
Reason Other
Amount £ 17140
angela_1761 United Kingdom
Posted on March 30, 2020

I realized i was having a problem with gambling due to this i sent a email to kerching to self ban. I was gambling on their site pots of luck. I have attached proof of the email upon submission i should have been unable to open account with any of their sistering sites which was not process due to this i relapsed and spent on 10000 is 24 hours and then up to 12000 pounds on pots of luck in October 2016. When I contacted pots of luck they confirmed that the account should have been closed and to also check with kerching what happened. I have attached a number of conversations with pots of luck confirming how much I gambled and from kerching who claim to not have found the email. I have requested a break down of the deopsit which they are yet to provide. when i contacted kerching and asked why i was not block and they advised me they have never received the email i explained that I had sent the email and would forward it to them and i also sent screen shots. I was then just told they couldn't find it i didn't know how they could just say this when i had proof i sent the email on the 10/03 and then lost funds after this date. I then went through a number of emails and complaints process which i was just told they never got the email regarding of what proof i sent. I wanted to take the matter further but I had a break down which I am still recovering from and feel now I can process with the complaint. They have agreed to re open the complaint and investigate but i should not have been pushed to the point of a break down in the first place I was asking for help and self exclusion and I was not supported. I have requested that a full refund of the money deposited after the ban was requested to be refunded. I have also attached screen shots showing I was contacted further with advertising even after the 22 oct when they confirmed I was banned. I Lost a total of £17140.00 on your site and do not see how playing for that length of time and money can not be recognised as an issue in itself.

AskGamblers
Posted on April 2, 2020

The complaint has been rejected as per submitter's own request.

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