138.com Casino - Applying absurd Responsible Gaming policies

posted on December 28, 2015.


This is a bit of a tricky one.

I registered a new account and I deposited £3,000.

I wasn't sure but felt that I may have already had an account with them which was self-excluded, which I now know is the case.

I never circumvented this by entering different information so I'm not sure how their system did pick up on this.

However, I placed a bet and ended up with £8303 in my account.

There was lots of emails between me and 138 regarding the account as I couldnt log in as it was now closed after chatting with someone via Live Chat. They even confirmed that I was self-excluded and wasn't sure what would happen with the funds in the account.

I was then shocked to later receive an email saying my account was now open and sorry for the inconvenience. Now, with a serious gambling problem, this is the reason why I requested the self-exclusion, to prevent me losing this money.

I did log in and lost the lot.

Which I appreciate was a stupid thing to do, but from my point of view, this casino should not have allowed to reopen the account.

I feel that, if any thing, I should be entitled to my original deposit, prior to the detection of a self-excluded account.

I should in fairness be entitled to the £8303 as they accepted the bet and then reopened the account, probably on purpose hoping that I would lose it.

Surely this isn't fair?

I would appreciate so advice from you guys.



posted on December 29, 2015.

They have said this, which is utter nonsense:

Dear Clare,

Thank you for contacting Customer Support.

Firstly, we would like to apologise for any inconvenience this may have caused, however, upon we have checked your account and can confirm that we would only be able to return the remaining balance on your account prior to being self-excluded. As your balance was £0.00 at the time, we regret to inform you that none will be refunded to your account.

Furthermore, you may check this link to be directed to our Terms & Conditions webpage:

Thank you for your time and understanding on this matter.


Customer Support Team

posted on December 29, 2015.

My account balance was £3000 when initially I opened the account and it was closed (or even temporarily closed), they even asked for my ID to verify myself.

Prior to this, I placed a bet, which won, and then suddenly my account is reactivated again, saying I'm now able to log in and withdraw the balance.

Yet, now they are saying they can only withdraw the balance when I requested a self-exclusion?

Well, my point is that this account should not have been allowed to be opened in the first place and they are not even understanding what I'm saying to them.

posted on January 2, 2016.

We are still in communication with a casino representatives regarding this complaint.

posted on January 2, 2016.

Okay thank you for the update.

posted on January 5, 2016.

AskGamblers Complaints Team has been provided with complete and detailed information regarding this case on behalf 138.com casino management. We can confirm that player's account was closed due the securi­ty/­ver­ifi­cation check, which player passed and her account was reopened. Player didn't withdraw her winnings but played them off, and after that she state that she have a problem with gambling, where casino acted according their Responsible Gambling rules and closed player's account permanently. There is no evidence that player have a self-exclusion in the past.

Upon everything stated above casino acted according their terms and we consider this complaint resolved and officially closed.

In case of a disagreement with the decision made by the AskGamblers Complaints Team, we encourage player to seek further assistance on this matter from the relevant licensing authority responsible for 138.com casino.