Steven339

Thank you for all the input guys and taking time from your busy lives to help me and my son, your Input on this matter has been amazing and I can’t thank you enough. Its already been said before and I do worry for other people who have problems with gambling. What’s most disappointing is the gambling’s commissions response to all this, and if that’s all there is then the people like my son don’t stand a chance. Had they looked into all the evidence and responded with some findings on the evidence alone It would have been enough to satisfy me that at least they are putting measures in place to protect players, what ever the outcome was. However that hasn’t been the case, my sons been talking to other people on a support forum and there are some horrendous stories. But like I’ve said before I must give credit to those casinos who I believe acted fairly and correctly in recognising the problems and not allowing it to continue. It’s certainly very inconsistent across the board and I’m sure it will continue given the response from the ukgc It’s going well for my son, as well he’s got himself another hobby this time earning money in his spare time, he’s also been helping a couple of other people with there addiction and I’m very proud of him for this, I guess only time will tell for him but I hope something changes for the better, in the future and for those who don’t have addiction and enjoy gambling best of luck hope you hit some jackpots! Best Regards Tony

Yeah it wasn’t the best response was it, I wouldn’t mind I didn’t even send in any details just cc them in my request for details to the operator. this is basically I way of saying we don’t actually look into these types of enquiries and your on your own. i do worry for others that if this is the kind of response from the GC. operators are free to pretty much carry on the way they are doing, thankfully it would seems some operators have better processes than others for the way they monitor this kind of thing. On a positive note my son is doing really well, so far so good. So that’s the main thing,

Hi We have received the response below from the gambling commission which in my option is a way of saying we don’t take these issues on just log them. We haven’t even raised the issue with them yet just cc them in a couple of e mails. We didn’t mention compensation or refunds. It would seem pointless now even speaking to them as by the looks of it they do bugger all with the information. Dear Mr xxxxxx Thank you for your most recent correspondence regarding Coral, operating under the licence of Coral Interactive Limited. We note from your correspondence that you have explained that you have not sent in your letter on how you feel Coral have breached their licence. You wish to know if we will look at it. As you are aware, our role is one of a regulator and this means we are only able to consider issues from a regulatory perspective to see if any breaches of licence conditions have occurred. We do not hold the legal powers to obtain a refund and/or compensation on your behalf. We have advised you on the correspondence that you had given us already. We have logged the emails you have given to us against the operator. You can forward on the letter to us and we can attach this to our log. It may be that information you have given to us feeds into a wider investigation. Our investigations are purely regulatory and concentrate on an operator’s internal processes. If an investigation does take place, we look collectively at all the information provided by consumers and other sources, and identify trends in relation to complaints that we have received about the operator in question. Please be aware that we cannot provide any updates, progress or any action taken as we would not only be looking into your single complaint. As previously advised, we have made a record of your complaint against the operator. This will be recorded for compliance reference for that team to look into. Please note that this will be from a regulatory perspective.. If you wish to seek funds or compensation that you believe to be owed. We would advise you to pursue this with the operator directly as well as seeking your own legal advice. Thank you for bringing this matter to our attention we do welcome all consumer feedback. We hope this clarifies your query. Your enquiry reference number is 1-178506483. To gain a better understanding of your needs and expectations, we would be grateful if you could take part in our online survey. Please click on the following:

I also put a link to the thread. The ukgc have also replied saying they have raised this ,but will wait for the data to be sent accros before acting.

Morning, So after contacting the casino again this time cc ukgc advising them I had reportem them to the ico I finally recieved the data. Unfortunately they have left out most the emails from the vip teamconvenienlty the ones with the offerings on. Likewise they have done this with the calls. I have had to go back to them and ask why. Interestingly it was 16 account closures with one part of the group but including the other 2 it was over 25 closures.

Its ok, this is my sons account my names Tony. Ive learned a great deal from this thread and from you guys. Its good to understand from my point. Reference the information ive had to report this too the ico. It doesnt look like the casino are up for givinb my son this information, but thats ok as it further highlights problems and supports my case when I report this to the ukgc.

Just a quick update. The company has failed to provide the SAR by the agreed deadline. They advised it would be today but we haven't received anything. It was requested on the 09/07 they advised the latest we would receive it by would be the 13/08. Regards

yes is was part of the coral ladbrokes group

Absolutely, we require all the information on the more specifics such as account closures dates etc then we can out together a series of events to build a better case and understanding, it’s got to be factual which I don’t believe the response from this large group has been. It’s simply been far to vague in its response, avoided direct questions and now simply binned us off once and for all. what is more worrying because this was dealt with by another part of the group I wonder really if they have read any e mails that have been sent by them. This will prove pivotal when it comes to presenting this case.

Thanks appreciate the help along the way.

Hi looks like they have dodged my questions and given me incorrect information on IBAS who won’t look at this complaint. I found it quite funny I cc the ukgc on this. See below Dear xxxx Thankyou for taking the time to respond to my complaint. I was wondering if you could clarify something in relationship to this case. Could you advise when I am likely to receive the subject access request? I thought it would have been sent with this e-mail. Could you also please send me a copy of you risk assessment policy, on how you monitor/review/check please in terms of responsible gambling. Please could you also send me a copy or link to youre privacy policy. I appreciate you have sent over some information already but and I don't believe this has satisfied the complaint in its enitrerty. looking at the guidance alone set out by the uk gambling commission would indicate nearly all factors have been missed by Xxxx during this period. This is not to mention the additional customer interaction during each account closure to which there are many, The response from xxxx is simply not suffice to satisfy the below alone which has been set out by the ukgc 3.5 You should use a range of indicators. The PWC remote gambling research identified some account and play indicators, but they are not a definitive list. Your list could include: • Time and spend indicators: amount and frequency of time and deposits, time of day, large losses. • Account indicators: cancelled withdrawals, failed deposits, multiple payment methods. • Use of responsible gambling tools: changing deposit limits, trying to stop reversing withdrawals, previous self-exclusions or previous customer interactions. • Customer contact: information or hints from customers, frequent complaints, requests for bonuses following losses, or signs of distress. e-mails documented to your VIP managers. Look forward to hearing from you. Kind Regards The response Dear xxxxxxxxxx

Thank you for your input guys appreciate it. when We eventually receive all the relevant data I will put this in order of events which will give the whole picture, I am in agreement this is probably as far as we can take this and like mentioned before I’m not sure why they have referred this to Ibas when it clearly stated on the website they don’t investigate these type of complaints. However it will still be referred to the ukgc once the full timeline of events have been established and they can then investigate accordingly should they wish. My son also seems to be doing a bit better now and is looking at other hobbies instead of gambling, he’s opened up quite a bit and spent a lot of time understanding gambling addiction and how to avoid getting into the trap again. I guess only time will tell in his case but I’ve certainly noticed a change already in him, so something had come from this. thanks again the support kind words and completely honest advise that you have contributed, and for those who have sent a personal pm you are amazing for taking the time to do so. Regards

Hi We have receive a respond from the company in question see below Dear xxxxxx We write further to our email dated 18th June 2019. We have now concluded our review into your claim towards xxxx xxxxxxfailure in relation to Responsible Gambling policies and procedures. We monitor accounts regularly and we act upon any gambling concerns that are raised through to the Responsible Gambling Team. Also, in line with our Responsible Gambling policies and procedures we offer gambling tools to all our customers. Information about these tools and how to instigate them are available on our website for all customers to view and all accounts are designed to be self-managed. Following a thorough investigation, we can confirm that after multiple account closures, your account was referred for a Responsible Gambling chat in October 2017. In this conversation, you confirmed that you were happy with the levels of spend, had a deposit limit which you didn't go over and you were made aware of the Responsible Gambling tools that we offer. Following this chat, as you had satisfied us with your answers, your account remained open with no concerns. Your account was reviewed again in April 2018 after a number of account closure requests. During this conversation you were specifically asked about constant account closures and you responded advising that you play at a few other sites and you have a monthly gambling budget. As you were 'not very lucky' on our site, you would ask your account to be closed after any losing session. More often or not you would re-open the account and play again. You also advised that you were playing Leo Vegas at the time as you were getting 'few wins' there. We can confirm that you showed no signs of problem gambling when we attempted to reach out to you. However, once you requested Self Exclusion on your Xxxxxxxxxxx account on 21st May 2019, all of your Xxxxxxxxxxx accounts were immediately closed as per our Terms and Conditions. In conclusion and for absolute clarification, as we have acted in accordance with our Responsible Gambling policies, we will not be offering any form of refund/compensation for the dispute at hand, and we have satisfied with our legal requirements regarding Responsible Gambling. Please be advised that this email represents the final stage of our internal complaints process as we have now reached a deadlock with your complaint. Therefore, should you remain dissatisfied with the outcome of your dispute, please be advised that you do have the option of referring your dispute to an approved Alternative Dispute Resolution provider (ADR) such as the Independent Betting Adjudication Service. You may also use the Online Dispute Resolution (ODR) platform to refer your dispute to IBAS, however, if you choose to use the ODR platform you would not be referring your dispute directly to IBAS and this may then prolong the process of resolving your dispute. Please use case reference Xxxxxx when escalating your dispute through the ADR authority. Please visit section 18.6 of our Terms and Conditions for more information on this point. We have taken this opportunity to ensure that you have all the information regarding the help organisations that are available to provide support with problem gambling. We included this information at the end of this email. Kind Regards, In one one way we expected this but they have really dodged around the specific questions we asked. In particular they have failed the mention the number of account closures during the dates they believe they did the responsible gambling check, furthermore they have not offered any explanation of the reason why my son was contacted every time the account was closed, they have not answered when my son was upgraded on there vip status how they conducted a risk assessment on him or why after frequent failed deposit attempts nothing was ever questioned. ive responded asking some key questions that have been advised by you kind people but ccd the gambling commission in on this e mail. will of course keep you posted regards

Hi So we was promised that we would have heard from a senior manager within 28 days. It’s been over this and not heard anything. I’ve chased this 3-4 times as well as our request for my sons data but don’t seem to be getting anything back. do we have options to explore? Thanks

This was another e mail I found this was earlier on in my sons earlier days with the site Hi xxxxx Thank you for your e mail. The reason I'm closing the account is because I'm reducing the number of sites, I play on as it's hard to keep track of the cash flow best regards this is was followed by a call the following day with another gesture anyways there are loads I could post on here but I feel there’s not much point now. I guess we will see what happened

I Suppose this is the inconsistency referred to in your previous posts. Interestingly my son says it was in fact this operator who called him late at night after a slightly large credit card deposit. They were the ones who asked all the questions about his welfare etc. they said it was because he failed his first attempt by entering the wrong details and also it wasn’t inline with any of his previous sized deposits, so they asked him various questions before they allowed him to continue on there site. After the account closures later on the 3rd request he thinks they denied him access due to the number of closures in a short space of time. He said they advised him he could request again after what he recalls was either 3 or 6 months and they would look at it again. He didn’t go back after that.

This was also another e mail of a different nature but supports the same argument no mention in this about there being a reason for failed deposits, anyway Hi Steven, In line with our payments procedures, and for your protection, following a large number of unsuccessful deposit attempts your Xxxx Casino cashier was temporarily disabled. Following a review of your account, your cashier is now enabled. If you continue to experience issues with your deposits, please contact your bank or payment provider for further information. In some instances payment providers may place restrictions on gaming transactions and will advise further. If you require any further information, please click here to access the Xxxx Casino Help Centre Kind regards,

Thanks again for you’re help. i really don’t envisage any refunds tbh, what I would at the very least like them to do is acknowledge some failings and a promise to have a more proactive approach similar to what the other 2 casinos did. That would satisfy me at the very least, somewhat but we will Pursue this nevertheless and will take it as far as we can.I’ve paid his debts off so any money her gets now has to go through me anyhow. My son has advised to 2 casinos who didn’t allow his to reopen where 32red and mansion I believe if that means anything

My son always gave 2 reasons 1.bad luck 2. Lack of bonuses. The first e mail above was from his last closure, I think this was either 13th or 14th closure we are just waiting for confirmation as some were closed via online chats, but in reality it was always after a heavy loss every time. The minute it was closed they would be on the phone in less than 24h if he didn’t pick up they would e mail him with the offering. The other 2 casinos in question didn’t do either he said he contacted them not the other way round after a month or so and they refused to reopen the accounts based on his account activity losses etc. It’s a learning curve for him, and me and im just as angry with him as I am with the casino so let me make it clear i will take the advise and follow up on what ever that may be if there’s no case then I accept that too, but judging by what I have researched and the advise I’ve been given I think there’s an argument here but I may be wrong. interestingly Also he has now been informed he has a lifetime ban with the group, so even when his exclusion finishes he can’t rejoin either, that with the GameStop tool at least gives me piece of mind. we will see what comes back from them I suppose. I have access to his e mails too

Interesting read. I’ve compiled a list of events over the a 16 month period in relation to the events surround my sons interaction with this casino. We have requested a further subject access request to ensure there are no further account closures we have missed. I’ve also copied in just 1 e mail below withholding information about identity but the majority of e mails follow the same patern. The phone calls have also been of the same nature. My understanding is once a have had a response We need to discuss this with the Ukgc as per the statement on ibas website . This is the wording of 3 of the e mails. My son tells me the casino would call him if they did hear back to then discuss this further, and on occasions they would intice him into re opening with further offers and invites to race days , boxes as comedy Events and fight profile football games you might have an opinion on these like I said lots of e mails Hi Steven I’ve noticed you closed your account with one of our live chat agents 2 days ago. I saw the reasons for closing the account and I did do a review on your account and you are right that you account has been a little under our usual bonuses recently. If you would be happy to re-open the account I can put £50 cash onto the account for you based on your current activity this month.Going forward we are always more than happy for you to send us a quick email asking if there are any bonuses we can add to your account (about once a week is a good number) and then myself or one of the other VIP Executives here will be able to take a look at your account and if we are able to add something on we will. We are here to make sure everything is going well and your having fun playing and especially if you have been having some bad luck recently we can always look to add a cash bonus to your account for you. Keep in mind 99% of the time our bonuses are Cash and do not require any wagering so it really beneficial for our players.Hopefully you will reconsider, I know you have been a customer of ours for a long time but hopefully with the above taken in mind you will agree we can do more and will be happy to do so.Thank you,

Thanks very much for your input I appreciate you guys obviously know a lot more than myself so we will just have they come back with. some very good points raised in the above very informative post.

I agree with that people should take responsibility and I would like to make it very clear I’m not defending my sons actions. He needs to take responsibility absolutely no excuses. My reasons for coming to the forum was to understand what the regulations are and to ensure this particular casino is doing there part to ensure responsible gambling. in particular as an example somebody that earns say 25k. Year and gambled say 125k a year without question to me should sound alarm bells to a casino if know of course. Then If the member for example closed his account say 12 times over the year should have been questioned instead they called the following day to try and reopen the account as its good for business. I can’t publish any e mails yet for obvious reasons Taking into account the limited information already given then I still can’t accept they have not breached some kind of rules. They perused him without question yet 2 other casinos did the opposite after just 3 closures they recognised the problem asked the relevant questions and didn’t offer to invite hi to an exclusive event or tickets to a high profile football match. Instead they permanently closed his account,

So today my son received an e mail in error from the operator that should have gone to the data manager anyways we have been asked to provide driving licence and a utilities bill so that they can be sure we are who we say we are. no problem with this we have sent over what they requested so will await the information. So worrying what has been going on and the more I read from my sons e mails the more concerned I become. these online venues need better regulations,

Great thanks I will ask my son to request this once his has heard back from the case manager, from the group I will post a response removing names of course once this has been received. We would be lost without this forum so glad I found it and you guys have been most helpful. we really wanted to use the complaints platform but it seems that the casino wanted to avoid this..., regards

Does anybody know if we are still entitled to my sons statements even if the account is closed should I need it? also what other data will be available upon request thanks for your help