Advice

[timmy1979]

Hello all, 

I am a problem gambler, i have accepted the fact & am seeking help. 

Seeking help i discussed my problem recently & they think i should take some action against one operator. Which is why i am asking advice. 

I gambled on and off with multiple operators on and off over the years, sometimes heavy. But i though i had kicked the habit till below. (this is just seeking advice about my last)

I have been with the same gambling operator since 2014. Betting on and off with them but nothing too ridiculous with them till the last couple of years when i got depression. 

this resulted in a marriage break up and all that nice stuff. That's when i started to bet more heavily with them! 

During the course of 2021 i deposited in the region of £60,000 with one operator which would be unusually very high with them. Maxing out my deposit limit in some cases daily! (£500)

Not till Feb 2022 was i asked to complete a source of funds, by this time it was too late & had put myself in financial trouble. I told them that i couldn't complete source of funds because gambling had put me in debt.  To which they sent me links to help sites etc & they closed my account a week later. 

The day after they closed my account they send me an email - 

"We’ve reviewed your account and unfortunately we need to close it, in line with our Terms and Conditions.This is because of an issue with your Mr xxxxx account.

If you’ve been asked to submit documents or other information to Mr xxxxx, please do so – we’d love for you to keep playing with us."

Thank you

Account Relationship Team
Wxxx Hxxx

They say my account was closed due to me not providing source of funds to a sister operator i haven't used for 4 years. Not to the fact i was opening up about been a problem gambler & in debt! Also encouraging we to verify my old account with their sister company & continue to play! 

When i was seeking advice, they were shocked i had never been asked to provide proof of funds in 7 years & my escalated gambling with them in 1 year should have raised red flags straight away. Then the fact they are encouraging me to go back to a sister company & gamble again after admitting a problem!  They think that this a major failing on behalf of the operator. 

I don't know what to do? should i take it further?

I would normally not cause a fuss & have the attitude that it is my own fault, i have done this myself. But then, how many people do they do this to? Is it fair? If i say something will it help others or flag a failing? or is it even a failing? 

Your advice is welcome 

[cocopop3011]

Hi, I'm so sorry that you have not received a reply, looks like this one must have slipped through the net. 

So, just to be clear, you were asked to submit SOW at a different casino? But they closed this one? Did you have any funds in the one they closed?

[timmy1979]

On 3/17/2022 at 8:57 PM, cocopop3011 said:

Hi, I'm so sorry that you have not received a reply, looks like this one must have slipped through the net. 

So, just to be clear, you were asked to submit SOW at a different casino? But they closed this one? Did you have any funds in the one they closed?

Hi Cocopop, 

Possibly, but probably not alot. 

Still waiting on a reply from them. 

Find it strange that they knew and acknowledged that I hadn't provided SOW on their sister site but let me gamble for 2 years on theirs. 

Then encouraged me to provide SOW and reactivate that sister account after I told them I had a gambling problem.

 

 

[Blackjax]

1 hour ago, timmy1979 said:

Hi Cocopop, 

Possibly, but probably not alot. 

Still waiting on a reply from them. 

Find it strange that they knew and acknowledged that I hadn't provided SOW on their sister site but let me gamble for 2 years on theirs. 

Then encouraged me to provide SOW and reactivate that sister account after I told them I had a gambling problem.

 

 

I hope you can fix your gambling  addiction and get your life back together. Talking about filing a complaint  that you should brother. Go the UKGC and file a complaint against them asap. They have clearly broken t&c by allowing you to deposit more than allowed. Not asking for SOW was also wrong. Please file a complaint and keep us updated.

[timmy1979]

Thanks Blackjax, 

I have done so with their complaints procedure. They now have 8 weeks to respond ! 

If I feel their response isn't good enough I'll take it further. 

I know these safe guards aren't 100%. And maybe there isn't enough communication between both companies. But .... Allowing someone to deposit over £60k in one year with just one of them and no SOW isn't right. Then admitting they knew about previous site and encouraging to reactivate there, that's pure exploitation.

We will wait and see

[cocopop3011]

On 3/20/2022 at 10:00 AM, timmy1979 said:

Thanks Blackjax, 

I have done so with their complaints procedure. They now have 8 weeks to respond ! 

If I feel their response isn't good enough I'll take it further. 

I know these safe guards aren't 100%. And maybe there isn't enough communication between both companies. But .... Allowing someone to deposit over £60k in one year with just one of them and no SOW isn't right. Then admitting they knew about previous site and encouraging to reactivate there, that's pure exploitation.

We will wait and see

Please keep us posted.