Hi guys,
i just need some advice, long story short i complaint to a land based casino Aspers, i Chose to be self excluded in January 2014 but i was allowed in few months later and was able to obtain a replacement card and deposit cash through their cashdesk meaning my self exclusion did not exist!
as i got addicted and into payday loan spiral, i self excluded end of 2014 but after a month i kept receiving bonus and competition offers constantly So i went back after 3 months and was AGAIN allowed back in and was able to gamble and deposit money like my self exclusion did not exist, then in 2016 i did my thirst one which expired in 2017 And joined SENSE and i went back for a month and self excluded again 4th time and joined SENSE again.
now iv made a complaint realising what they did was wrong and illegal, my mind was completely messed up, i am still paying some loans from that time.
the manager Responded after a thorough investigation And apologised and admitted the fault was that on two self exclusion i was in fact never put on their system hence why i was able to come in and play and receive emails. And he said he will inform them gambling commission of this failure (as i had mentioned i would be taking this further in my complaint) But he said he noted my total loses to be around £8000 which is true as far as my bank statements show but he said he will donate the loses to a gambling charity when i clearly asked for him to refund me in the complaint! What can i do? Any help would be appreciated thankyou!!!
