Refusing to comply with their own responsible gaming policy, previous self-exclusion not honored

I have been trying to withdraw funds from coral casino for over a week, when i text the casino they tell me to wait 24 hours, then when I text them again they say there is a problem, they don’t explain to me what the problem is they just seem to blame the card issuer, after they said to check with my card issuer the card issuer has told me it’s a problem on coral casinos end, they have told me countless times that the money will be in my account in 24 hours and it’s not, I just feel I am being lied to and I think they are not giving me any explanation whatsoever, they recently reopened my account after a short ban and they said my money will be processed into my account, maybe 2 hours later they say part of my withdraw was cancelled, I still have not received any explanation on what is going on, it is very unprofessional on there end considering I have won this money fair and square and they are keeping it, I just want my funds withdrawn or at least an explanation on how I can help fix this situation.

I have played on mobile xperia ( chrome browser) on Spiderman slot few days ago. I had a bonus game The Fight. I choose 5 Spiderman Items in row and beat The goblin. The power bar of Spiderman was full and I get multiplayer x6. The winning of this bonus game was 590 GBP and overall account balance on slot was 860 GBP. I didn't spin again, just quite from the Slots, and my account balance was the same as before the bonus game about 260 GBP.. I goes to the Slots again and on my screen displayed the message " The game was interrupted" and it sent me back to the bonus game, but power bar of Spiderman was already on the half and I had no chance to repeat previous winning. After this bonus game I just won 96 GBP not 590 as before. I have played on this slot since about 2 years and never had issues like this. The history on my account just shows the winning 96 GBP and there is 10 mins gap. I have reported it many times on livechat and e-mail and They keep respodning the winning was 96 GBP... I don't know what to do else..

Created a new account with coral without an issue, deposited £200. Asked the casino before depositing further if I had previously had an account as I thought I might have had but it was closed etc, hence being able to open a new one. Told by coral I was previously excluded and new account was closed. They accused me of circumventing their rules by using new details! I used the same name, date of birth, and email, which they claimed was different because I accidentally used a capital G for gmail and the old account was lowercase g. Ridiculous that a large group like that can be fooled by a case mistake in an email. Also I've moved house in the last few years which meant their system could not find me. Requested a refund as I shouldn't have been able to open a new account and they refused, said it was my responsibility not to open a new account. Surely it's their responsibility to make reasonable checks against their database?

I recently opened an account with Coral and played the casino slots, winning £74,000 (£74k). Having submitted a withdrawal request my account was frozen the next day. I contacted Coral to find out why and was told that the account had been self excluded 4 years ago in September 2011 and that the winnings would be withheld. I genuinely have no recollection of this. I asked Coral to investigate further and received an email saying that I have had 'several' GalaCoral accounts (wasn't aware Coral and Gala were linked) and that I had tried to circumvent the system and that while my deposit would be returned, i would not receive the winnings and that is the end of the matter. Firstly, I have made no attempt to circumvent the system. Coral confirmed that my name, email address, and phone number were all identical. I also believe the password used would have been an exact match. The only change is my address as I moved 3 years ago. Secondly, Coral confirmed that their policy is to return all deposits (win or lose) when duplicate accounts are set up. If this is the case, then why haven't my deposits from the 'several' accounts been returned? Whichever way this is cut I believe that Coral (GalaCoral) have very poor account matching to prevent players from opening multiple accounts and that they happily take bets which lose, but fail to honour winning bets. I have requested proof that the Coral account was self-excluded and have had no response. I would like to take the matter further, but not too sure how. Any advice or help would be greatly appreciated. Thanks, Matt

Played a session of 34 rounds of multi hand blackjack on Coral. Software felt wrong throughout (I've played a lot on the site in excess of 20,000 blackjack hands). Had 3 issues. On 2 hands the software 'skipped' over a hand where I wanted to hit (or double) without giving me a chance to make a decision and did not display the warning that I was standing on a hand where I couldn't go bust. Another hand where I hit, the card that came made my hand bust then the system draw another card to the hand. This should not be possible. In the account history it is displayed differently with the extra card being applied to the next hand. I've attached screenshots which explain this. Contacted Coral asking for the amount lost during the session (just over £2,100) to be refunded as their was clearly a problem with the software. Almost 2 weeks later I had 2 live chats where the agents confirmed Playtech had come back and admitted a 'glitch' in the software. Unfortunately I don't have evidence of this. After a further two weeks Coral came back and said I was using a bot which I strongly refuted. They said if I wasn't using a bot it must be a problem with my mouse. I've advised them this is ridiculous, and if it was a mouse issue it would have affected all the hands I played and my play on other games. Coral refunded £450 as a gesture of goodwill due to the many delays with responding to the complaint and have suspended my account. This isn't right the full amount lose during the session needs to be refunded.

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.