Casino advice: Self Exclusion Problems

[Gamingfs010]

Hi guys,

 

i just need some advice, long story short i complaint to a land based casino Aspers, i Chose to be self excluded in January 2014  but i was allowed in few months later and was able to obtain a replacement card and deposit cash through  their cashdesk meaning my self exclusion did not exist! 
 

as i got addicted and into payday loan spiral, i self excluded end of 2014 but after a month i kept receiving bonus and competition offers constantly   So i went back after 3 months and was AGAIN allowed back in and was able to gamble and deposit money like my self exclusion did not exist, then in 2016 i did my thirst one which expired in 2017 And joined SENSE and i went back for a month and self excluded again 4th time and joined SENSE again. 
 

now iv made a complaint realising what they did was wrong and illegal, my mind was completely messed up, i am still paying some loans from that time. 
 

the manager Responded after a thorough investigation  And apologised and admitted the fault was that on two self exclusion i was in fact  never put on their system hence why i was able to come in and play and receive emails.  And he said he will inform them gambling commission of this failure (as i had mentioned i would be taking this further in my complaint) But he said he noted my total loses to be around £8000 which is true as far as my bank statements show but he said he will donate the loses to a gambling charity when i clearly asked for him to refund me in the complaint! What can i do? Any help would be appreciated thankyou!!!

[ValDes]

Hey there and welcome to AskGamblers Forum. 

A lot about self-exclusion in UK has already been said and discussed in our forum, so no need to repeat same things all over again. All you need to do is to use the search option and type 'self-exclusion'... 

Good luck. 

[catapultaudio]

On 11/23/2019 at 2:00 AM, Gamingfs010 said:

But he said he noted my total loses to be around £8000 which is true as far as my bank statements show but he said he will donate the loses to a gambling charity when i clearly asked for him to refund me in the complaint! What can i do? Any help would be appreciated thankyou!!!

Not heard anything like th is before, is that something they can do then, legally? I mean if they are willing to give the money to charity then why not give it back to the player ... and how can such a claim be verified anyway?

[pinnit2015]

Donate to charity? I'd be letting the UKGC know about that - it's absurd, void bets and return to player. 

Casinos have a licence condition to give a % of money to gambling charities so, er, they're making their donation based on a SE refund that should have gone back to the player?

Er

No. 

[pinnit2015]

https://secure.gamblingcommission.gov.uk/PublicRegister/Search/Detail/39022

Daub had a warning last year on their SR practices so they may still be on their radar

Ps - they're a c rap casino group 

[catapultaudio]

On 11/28/2019 at 5:55 PM, pinnit2015 said:

Donate to charity? I'd be letting the UKGC know about that - it's absurd, void bets and return to player. 

Casinos have a licence condition to give a % of money to gambling charities so, er, they're making their donation based on a SE refund that should have gone back to the player?

Er

No. 

LOL Exactly, what kind of nonsense is that? Hope the player comes back and updates this