Cross License Self Exclusion

[boydie12]

Hi all, 

Forgive me, I am new to the whole forum thing. I have been reading threads throughout this forum and wanted to highlight an ongoing issue I have with Redbet in search of some advice. 

I recently registered an account with them a couple of weeks ago and was able to deposit a considerable sum of money as soon as I opened the account which was eventually lost. Having returned to login a couple of hours after registration, Redbet had blocked my account and told me that I had a self exclusion with Mr Green that was initiated a couple of years ago and closes on the 19/5/2023. This is Redbets sister company. Not knowing that these two sites had an affiliation, I did some research into both sites and also found that William Hill (also self excluded until 2023) has involvement with Mr Green, to whom I am still self excluded with having confirmed with them after contacting them via phone.

It became clear that although my deposits were allowed, I was at no point going to be able to have winnings or withdrawals from my account accepted and I wanted to know if I have grounds for a refund request of my deposits? I should stress that I was under no implication that these sites were linked, as is the case with William Hill. 

The registration details for Redbet were identical to those of my self excluded Mr Green account bar a change of email address with Name, Address, Phone No. and DOB the same. I have contacted Redbet who have just said that it has been escalated to the relevant department and they will contact me soon although it has been nearly 10 days. I have contacted Mr Green and William Hill separately to confirm the ongoing self exclusion I have with them as well. It just feels as this is a failure of customer care and social responsibility. It was always going to be a lose lose for me as the customer, regardless if I had any winnings. In addition, Mr Green has had a considerable amount of time to transfer my registration details to Redbet to update their database and block the opening of an account. Both sites operate under MGA, I don’t know if that info helps though. 

Having read similar threads, it looks like people in the end, reach the desired solution but I’d really like some help from anyone out there that can advise! 

Look forward to hearing from you all. 

[cocopop3011]

@boydie12 I have deleted your dupicate post in another thread as we only need the one here. 

[pinnit2015]

If you're UK, regardless of whether they have MGA, the UKGC will tell you that as MR G and RB are operating under different licences, there is no breach (that's what they said to me anyhow)

HOWEVER.....their terms (presumably a policy decision) talk about being excluded from the whole MRG group. So the view may be that, whilst there is no UK regulatory requirement to apply the SE over companies in the corporate structure (as different licences), the fact their terms state otherwise, may provide grounds: Terms v Licence conditions.

Certainly, if that's their policy (which is enacted voluntarily as far as i can see) they can't have their cake and eat it. 

 

[boydie12]

Hi Pinnit, thanks for your reply.

Still haven’t had a response from Mr Green or Redbet despite being promised as such. Both sets of T and C’s do state that Alex exclusion will be applied to the companies within the structure such as Redbet, winningroom etc. They are proving extremely difficult to get hold of but rest assured I’ll be fighting this one!

[boydie12]

Apologies for reaching out on here again, I still haven’t had a response from Redbet. Nor have I had contact from either representatives on this forum. I’m not sure what avenue to go down here? I have been repeatedly pushed aside and told that “rest assured, your case is with the relevant department”. I was also promised that a separate request to send a transcript of a live chat would take 24 hours to be emailed to me. It has been 8 days! 

Any advice is gratefully received.

[pinnit2015]

14 hours ago, boydie12 said:

Apologies for reaching out on here again, I still haven’t had a response from Redbet. Nor have I had contact from either representatives on this forum. I’m not sure what avenue to go down here? I have been repeatedly pushed aside and told that “rest assured, your case is with the relevant department”. I was also promised that a separate request to send a transcript of a live chat would take 24 hours to be emailed to me. It has been 8 days! 

Any advice is gratefully received.

Suppose you can raise a complaint (only via one medium though ) in the first instance. You could do a SAR for the transcripts but they'll probably not supply until day 29/30....

Quite confused with this one....had they not explicitly stated in their terms about being excluded cross the entire MRG, then I'd say no case as SE is based on licences and they're separate. But, like above, the terms talk about the entire group - similar to Leo Vegas acquiring Royal Panda - they applied it across the new bodies they acquired, even though separate licences based on a policy decision.

Another issue is that with casino's consolidating and bringing different businesses onto their books, it can be (esp for newbies), difficult to determine who's in that group unless you click through a few pages/look at the UKGC's licences. Made harder when looking at who the parent company is in a group - for example, is it that clear that Will Hill and MRG are intertwined? I'm not so sure unless you look at the Guardian's business news to read about the takeover etc. Possibly in the terms and conditions which may satisfy it but...meh. Could have a link at the bottom to say 'all associated casino's are listed HERE' or whatever. I can see, genuinely, how folk can get caught out.