Self-exclusion/Duty of care Failure

[MayiliQ]

Hello there.

Firstly I was to say, that addiction is illness, which can come from nowhere, like a flue, need to be prevented and obviously there are laws of protection vulnerable customers from it.

I would like to ask u, what now? Firstly I want to say, that best option for me is to solve this between me and Casino, but actualy Casinos complaints team was not able to respond me to my question after a month waiting. Instead of this send me another response, which is proof too. 

How to start my story... I had not easy life,my dad left us when I was 4, so we were alone with mom... after depresion issue my mom died when I was 14 ... since that I was living with my grandparents, honestly I was fixed on them.Few months ago my grandpa died and I fall in hard depresions ... So i started to gamble to just "fill my head" ... ive to admit that is so easy to fall in addiction... after I deposit bunch of money and won,wanted withdrawal, we were out with friend..drinking u know... there someone stoled my phone, paradoxly we were on bear outside of casino... when I came home I noticed this and have written to support if there is something to do if I get police protocol and all documents they will need. Answer was there is nothing to do... I just accepted this and asked them to close my account where the adding question from support site was If I feel I got problem with gamble, where I responded that maybe yes. Word *Suicide* figured out there too. Everything was ok, he send me some sited for problem gamblers and upon next day when I tried to log in, message told me that due my request of self-exclusion my account was closed... In this time I was going only for 1 game -> Chilli ... only 2 sites allowed this in my local so i played on the 2nd... I lost a lot ... I was talking on phone with VIP support from there so we were talking about my problem...word *Suicide* were pointed here aswell and he told me because of this he has to self-exclude me.

Ive lost over 34k dollars in 1-2 months... sadly no-one asked anything about money I deposit or if my gambling is not dangerous for me.

Ive lost my job, because I became so depressed by this... I visited a lot of ppl who talked with me...

 

One day I was looking to my bank account ( these money was loan to reconstruction) and calculated. Find out these 2 Casinos are operated by same Operator. In Terms on the 1st one ive read that self-exclusion affects all brand under this operator (I didnt change any details, same name,adress,DOB,email,phone, Card too). Plus Casinos, as I said, has obligation to protect vulnerable customers. Ive read a lot of articles and noticed, that Operatos has already sued for failing on protection vulnerable customers and self-excluded people.

So I decided to dont let it be, asked 1st one in support chat for chat transcript before my account was self-excluded and they told me to write on complaints and they will respond me within 20 days (it was actually over month). They didnt send me script I requested but send me a text.

Thank you for contacting *Casino 1* with your request.

Why your *Casino 1* has been self excluded is because once you have a self excluded account under *Casino operator*.

You held an account with us on *Casino 2* and this was closed due to a suicide case on the 26th of May. That account will not be reopened again and therefore your account with *Casino 1* will remain close as well.

This is per license regulations from the UKGC/MGA.

As I said. I would like to solve this without taking the case on UKGC, because actually I know that I have right to have money refunded but have faith that Casino didnt take advantage of my problem and it was only some error.

Thanks for answers.

[MayiliQ]

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[pinnit2015]

No harm in naming the casino's, might enable someone to comment on previous experience...

Seems to be two pronged - Self Exclusion across the same licence and RG complaint. I think, depending on the details, you're more likely to have 'success' (and i use that term lightly), with the former and not the latter (which can be more grey than black or white) - though, the two are linked.

To help: can you add some dates to the above? I'm a bit lost in trying to piece together a timeline: dates signed up to both, date SE with the first one, dates of convo with chat support etc. Make it a bit easier to finish the jigsaw. Eg, what were the deposits on both (pre and post self exclusion)