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Casino ignored safer gambling policies after ending self exclusion

 από Loucasgunners
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537 προβολές 1 απάντηση |
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After finishing a self-exclusion period, I returned to an online casino. When my account was reactivated, I got an email saying a £200 weekly deposit limit had been set to protect me as a returning customer. But nowhere in that email did it mention anything about their "net deposit policy" or explain how it works. I thought the £200 limit applied to everything, and I trusted them to stick to what they’d told me.


Not long after returning, I won £2,000, which I initially withdrew. However, I was then allowed to redeposit the entire £2,000 back into my account with no warnings, restrictions, or checks. This completely goes against what they said in their email and the safer gambling rules they’re supposed to follow, especially for people like me who’ve just come off self-exclusion.


It was only after I’d deposited and lost the full £2,000 that they suddenly decided to suspend my account and ask me to contact them about my recent activity. This makes it clear they only acted after the damage was already done. They didn’t take any steps to protect me beforehand, even though their policies say they should have.


I complained and explained all of this to them, providing evidence of what happened. I told them it was wrong that I was allowed to deposit so much in one go when their own policies and the email they sent me said I’d have stricter limits in place. I also pointed out that they never told me anything about this net deposit rule, which seems to override the deposit limits they claim are there to protect people like me.


I’ve asked for a refund of the £1,900 that I shouldn’t have been able to deposit. They have been dragging their feet, saying their investigation is still ongoing but not giving me any proper answers.


As someone who came back after self-exclusion, I expected them to take their safer gambling policies seriously and actually protect me. Instead, I feel like they’ve let me down by not enforcing the limits they promised and by failing to explain how their rules really work. Now I’m out of pocket because of their mistakes, and I don’t think it’s fair.


Any Advice or info would be appreciated (and yes I know it was my fault but problem gamblers who cant control themselves are supposed to protected according to the online casinos and UKGC)


I have attached below the email they sent me when confirming removal of my self exclusion and their terms regarding increasing deposit limits after returning from self exclusion filefilefile

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Loucasgunners

Hi there.

I can definitely write down many things spinning in my head just now, though I believe a sort of more practical response might be a better option. We can always discuss the theory of problems and sustainable gambling later on.

Have you ever heard that Casino Guru serves as a mediator between players experiencing issues and the casinos? In my opinion, you should take advantage of this free feature and allow our specialist to get familiar with the whole situation history included. The process is not just about helping players get the money if that is possible and fair but also about investigating the casino's approach and policies.

If you like the idea, the form is right here 👈


Speaking about ideas, the idea of a net deposit policy sounds quite confusing to me, so I'd like to learn more about it. Do you have details, please?

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