Steven339

Good afternoon quick update after chasing again today it’s been assigned to another part of the betting group which I understand own this casino and they just trade under a different brand. They advised we will hear within 28 days

Thanks yeah that’s being looked at already, I’ve had to pay of the loans he took while playing so now we have a structured approach to getting back on track.. I’ve also ensured I have access to his online banking so I can monitor any transactions for the time being. He hasn’t objected to this and believe the right people are helping now. Having learned a great deal from you guys over the last month there does seem to be so much inconsistency in the way each operator approaches it’s responsible gambling approach. The company in question has done the complete opposite to the others in my opinion. Likewise they said they would respond within 48-72h but it’s been over a week without nothing, so I need to plan the next steps now. We are in the Process of writing the formal letters now as a draft

Thank you, will have a look later today. i received an update yesterday advising they are still looking into this matter abs it’s currently with this vip team , after a chased them. So will keep you guys updated.

Wow that’s crazy. Yes he’s registered now. I have also wrote to all the operators from his e mail ensuring it’s noted in the meantime. All operators have come back to us already confirming it’s noted and accounts suspended. I have also thanked the operators who didn’t allow my son to continue as I believe they acted with integrity and social responsibility. My son tells me he even had a call from one of them very later on one evening from a polite lady from customer services as he had made a large deposit from his credit card, she asked if he was ok, been drinking and aware of his deposit risk and help if needed. This was very reassuring to hear. My son is accepts his part too and is working with all the parties to get the help he needs and I thank you guys for the information you have provided.

The problem I have is having read the statements on this particular website in relation to responsible gambling is its contradicting itself by allowing somebody to gamble this amount without properly checking the source of income and if the players requires any help. Surely 12+ account closures over a year should ring alarm bells like it did with some of the other Casinos instead they did the opposite as it was good for business. No sooner was the account closed the so called vip team would be on the phone the next day. With the others after 3 account closures the concern was raised and properly addressed. That’s without even going into the e mails he received which was just as alarming.

I’ve sent you a pm, it’s for my son I’m just looking after it. I have found some very interesting e mails from them, I have a good legal team looking over all this information but before anything is disclosed I believe they should have the right to respond. what I will say is this so far with the evidence we have it would be very hard for them to argue against this, plus a member of there staff who dealt with the account has also left but thankfully my son kept all the e mails between the 2.

Hi guys sorry to bother again, I just have a couple of questions. So We’ve gone direct to the casino with our complaint. We was advised he would have a response with 48-72h. if as we suspect we don’t hear anything are there any escalation points ie straight to the gambling commission . I believe in allowing them to respond first but I’m just planning the next steps. Thanks

Yeah we thought so, too. We received an acknowledgment advising we would be contacted, with 72h but we have heard nothing. We did find that they had been investigated by the gambling commission and fined for something very similar so it looks like they have done this before.

Thanks very much, no they specifically ment in house citing security reasons

Hi just a quick update the casino in question wouldn’t allow my son to submit a complaint unless it was done through there website. Anyways this had been submitted after studying the various documents and e mails I’ve pulled from them so we will see how we go, if anything comes of it I will let you know. I’m not really expecting anything but if my comments ensure they revisit how they deal with this kind of problem then at least it’s been worth while. Regards

Thanks appreciate it, like I said even if they change there approach I will be happy, but I don’t intend to let them off the hook, but like with anything I need to get them to investigate first, and see what there response is. I’ve just been looking over some of the many e mails they sent him and it’s more of the same I’m afraid.

Can’t thank you enough, I’ll start the process off, On Monday, I need to sit down with him to rather more information, but it’s been difficult just getting him to admit there has been a problem when I found out how they proactively chased him every time i was astonished. however the main thing is I can help him now more forward, hopefully they will take the feedback onboard and learn from it going forward.

Hi guys Sorry to ask again. We are in the process of compelling a complaint. Can I ask is it best to complain directly or do we use an intermediate service. I have got to also obtain more info from the merchant, which I am in the process of obtaining. Once again. Thank you all who have assisted with the information provided. It’s helped tremendously

Thanks for the reply I will have a look into this. Yes there Have been many cancelled withdrawals loggin in all the time Without playing, I’ve just spoken to him and it’s come to light that he closed accounts with 2 other casinos, on the third request of opening they denied access as they identified he had a problem which is reassuring to say the least, so at least some are acting responsible.. the other in question proactively chased him each time

Yes over the age of 18. But no didn’t self exclude just closed his account until the next day. If I’m being honest I don’t expect him to get his deposits back, the bit I’m struggling with is after the 10+ time over 9 months and unsucessull deposits the merchant should have thought there is clearly an issue here, rather than offering incentives like bonus , tickets to high profile football games they should have directed him elsewhere and kept the account closed. I wouldn’t like this to happen to anyone else

Thank you very much for your reply, the information has been most useful. Its a popular site I believe it must be I’ve heard of them so we will see

Thanks very much for the reply. I have have a read tonight. I am due to speak to the legal team in my works tomorrow so hopefully they can assist. I don’t understand most of this everything seems very vague but nevertheless I should know more tomorrow.

What I have so far not been able to find a great deal of information on this. I’m genuinely shocked this go’s on unquestioned, it’s opened my eyes a bit

Hi I haven’t made a complaint as I wanted to understand a bit more around online gambling as I’m not familiar with it. What I can safety say is we are talking many deposits each time after the account was re-opened. The casino incentivised him just enough to get him going again until after a few weeks he’d close the account after another bad run then the process would continue again. During which time many deposits would be also unsuccessful too through declined card payments. He has only just self excluded from them indefinitely.

That’s great thanks, I’m trying to help my son, who has had a problem and we are dealing with it through a charity, after investigating I’ve found that in 12-14 months he has closed his around 12+times only to be contacted the the day later with a carrot offering from the casino to reopen the account. He had some large transactions and also many transactions declined over each month. He also had been offered tickets to shows and promised tickets to future large events which he declined as he thought it was a bit iffy.. I just want to ensure for future people with problems they have a procedure to recognise problems, but if these bribes and all the above is allowed by the regulators then I’m wasting my breath. kind regards

Hi I am wondering if somebody can help point me in the correct direction. How/what is an online casino responsible for in order to ensure they are ensuring responsible gambling? Is there any kind of code they should adhere too? How do they protect people in vulnerable possitions and who is the regulatory body you report issues too if you believe they should have done more? if they don’t have to do anything that’s cool I just need to know . thanks and good day