[Edited:] Self-Exclusion v/s 24-hours Cooling Off Period

[fb_10155830304200716]

Hi All,

 

Just after some advice please. I previously SE from a casino site and today, tried to log back in after aome time away. I was told that my SE had ended and I was free to re-open my account again so I did. I thought they would make me wait 24hrs to cool Down, but they didn’t , I had access straight away. I then proceeded to lose £600 and closed the account again before I done anymore damage The casino is regulated by GBGC.

I understand that all casinos should make I wait 24hrs. Do I have any hope of getting my money back ?

[pinnit2015]

Hi All,

 

Just after some advice please. I previously SE from a casino site and today, tried to log back in after aome time away. I was told that my SE had ended and I was free to re-open my account again so I did. I thought they would make me wait 24hrs to cool Down, but they didn’t , I had access straight away. I then proceeded to lose £600 and closed the account again before I done anymore damage The casino is regulated by GBGC.

I understand that all casinos should make I wait 24hrs. Do I have any hope of getting my money back ?

 

Probably yes...taken from the UKGC code of licence (3.5.4)

 

where a customer chooses not to renew, and makes a positive request to begin gambling again, during the 7 year period following the end of their initial self-exclusion, the customer is given one day to cool off before being allowed to access gambling facilities. Contact must be made via phone or in person; re-registering online is not sufficient;

 

I presume when you say GB, you mean UK? There have been occasions when they've not done this before and casinos have refunded etc.

 

I'll not give my personal opinion as, if it's in their licence conditions, they should be abiding by them (regardless of whether the lack of 1 day cool down contributed to your loss  )

 

Note - the UKGC doesn't deal with SE issues on an individual basis so you may need to use the casino's ADR/here/elsewhere. 

[pinnit2015]

Added - it's the licensee's duty to take reasonable steps to ensure that etc... etc....

 

Love the word reasonable - it creates a lovely shade of grey 

 

Question - should the casino say, even though the SE period has ended, 'No, you shouldn't be gambling again'

 

Please note that the Commission does not require the licensee to carry out any particular assessment or make any judgement as to whether the previously self-excluded individual should again be permitted access to gambling.

 

Which, given some of the requests in the name of AML/RG being batted around whereby casinos want to be seen (albeit if not self excluded) to be asking 'can you afford this etc?...

[fb_10155830304200716]

Thank you mate, that’s very helpful. Yes I meant Uk gambling commission. .

I will screen shot all evidence and correspond directly with the casino first. If they refuse, then I will try AG complaints to step in.

[pinnit2015]

No problem - the world is SE can be a messy area. You just need to look at the 888 report to see some of the issues. Let us know what they say.

[fb_10155830304200716]

They have accepted my complaint and refunded all deposits in full. They were very good about it and apologised for their shortcomings.

Can’t thank you enough for your help; quoted the above regs to them in my email and I’m certain it assisted!

I do really Appreciate. best of luck to you at the tables

[pinnit2015]

Must have been a decent casino You may not get as fortunate again so just gamble responsibly or not at all tho! :-p

 

Go book a holiday with it - enjoy.