Help please: Banned Account

[Mark1987]

Hello there Wondering if you can help me I have opened an account with casino of dreams I deposited few times over a couple of days spent about 1500 I went on there today to try my luck again and iv been banned from the site I spoke to live support and they told me I already had an account a year ago and self excluded my self obviously I didn’t know this or I won’t of deposited on there because they wouldn’t of payed me out if I won am i entitled to get my money back ??

[Afi4wins]

This is becoming such a common excuse given by lots of casinos everywhere - duplicated account and self-exclusion! 

 

Let's go one thing at a time.

 

Duplicated account: Any casino system would have instantly detected your same email address, or your identical personal details, or even your same phone number, so it wouldn't allow you to complete another registration! As an example, I have tried making a new account at several casinos which I have closed my accounts years before, but when I keyed in my email address, a notification would come up indicating that the email address is already in use. In some other cases, an 'account locked' message would appear. However I tried, I could not make a second duplicate account! However, not all casinos have this tracing system, so making a duplicate account may still be possible at a few casinos!

 

Self-exclusion: By far, this is the most common reason caught out by so many gamblers! When a player self-exclude from a casino, the casino regards this as an addiction to gambling - a very serious reason not to be taken lightly - and require stringent actions to be taken by any responsible casino. So any self-excluded player would automatically be banned from that casino, and from any other casinos within the same group! You may not have self-excluded at Casino Of Dreams, but perhaps you did at any one of their sister casinos, so you automatically gets banned from all their casinos!

 

A duplicated account, or a self-excluded account, may not have been made by you, as you have so mentioned, but perhaps by another member of your family, using their own separate account, but both accounts using the same IP address! This is also another possible reason for casinos to catch players out! 

 

If none of the above applies to your case, then you may choose to make an official complaint using the AGCS form here in Askgamblers. As for a refund, that is entirely at the discretion of the casino. They may refund you all of your deposits back, or just your last deposit amount.

[LeoDubbed]

 Never! and I mean NEVER request a self-exclusion, this will bite you in the butt somehow, somewhere in the near future. If you don't want to play anymore, just quit playing, there are more than 1000 online casinos and self-exclusion won't stop you from playing since there are that many casinos out there.

[cocopop3011]

We don't have casino of dreams so we wouldn't be able to help you with the complaint on this one. Have you actually queried this with the casino yet to what they say?

[pinnit2015]

Broadway group? Butlers/Dotty etc....

 

They aren't rogue by any imagination but the group has a bit of a rep of not engaging with complaints anyway, so even if you did have them on I'd not imagine much success 

 

I'd be asking for the deposits back under the licence terms

 

How many SE issues must we hear before the UKGC pulls their finger out?

[Mark1987]

Hey thanks for your help gutted the thing is if I would of known I never would of deposited money because they would not of payed me I’m barred so many it’s hard to keep up l

[cocopop3011]

Hey thanks for your help gutted the thing is if I would of known I never would of deposited money because they would not of payed me I’m barred so many it’s hard to keep up l

 

Have you asked for your deposits back?

[cocopop3011]

Broadway group? Butlers/Dotty etc....

 

They aren't rogue by any imagination but the group has a bit of a rep of not engaging with complaints anyway, so even if you did have them on I'd not imagine much success 

 

I'd be asking for the deposits back under the licence terms

 

How many SE issues must we hear before the UKGC pulls their finger out?

 

The problem is huge and however strict the UKGC are under their new guidelines this is still a flaw imo. I've never self-excluded, don't know a massive amount about it but I do feel sorry for all the people that do and are in that situation though.

[pinnit2015]

The problem is huge and however strict the UKGC are under their new guidelines this is still a flaw imo. I've never self-excluded, don't know a massive amount about it but I do feel sorry for all the people that do and are in that situation though.

I think people have SE in the past without knowing what they were actually doing - many seeking to close accounts because, for example, they thought their loyalty schemes were rubbish. So rather than close, they SE. Some casinos haven't helped - i was told by a well respected brand that there was no such thing as permanent closure, only SE. And people would only close if they had a gambling issue. What utter tosh. 

[pinnit2015]

Casinos can identify duplicate accounts upon registration - ABC do it when you register across the L&L group. If you've registered with the same detail the same account should have been identified upon registration. I don't know the workings of how easy this is - under the same licence/white labels, but it cannae be that hard. 

 

Business reasons probably as well - the time taken to do the checks will annoy the customer etc. Same for KYC - ideally you'd do this before a deposit but the punters less likely to want to wait to play.  

 

Same applies to SE