Coral - New account frozen due to old self exclusion

21 April 2017
Cman29

Player
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21 April 2017
Cman29

Player

Hi

I reopened a new betting account with Coral, placed bets and tried to withdraw my winning to find out a day later when I logged into my account that it was frozen.

They said that I should have contacted their customer service, but as I didn't i do not get my winnings.

The self exclusion was in 2014 for 6 months, yet I was able to open up a new betting account in 2016 without contacting their customers services.

How do I go about getting my winnings?

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21 April 2017
BMR Sandy

Support

Player

Hi Cman29, thank you for sharing your experience, but I am wondering as to why you need to open a new account considering you can just contact them and request for the activation of your old self exclusion account?

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22 April 2017
Cman29

Player

I was unaware that I had to contact them after all I opened a new account in 2014 and did not communicate with them.

I used the same email address in 2014 so cannot understand why?

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22 April 2017
Trevrizent

Citizen
West Midlands, UK

Unfortunately I don't think there is much chance of you getting your winnings, although Coral should refund all deposits you made into the new account (they're likely to run into trouble with the UK Gambling Commission if they don't). If you self-exclude from a bookmaker for, let's say, six months, the self-exclusion does not automatically end when the six months have passed. You remain an excluded customer until you contact the bookmaker and ask for your account to be reactivated (which it usually is after a further 24 hours). While you are excluded, any new accounts which you open with that operator will, once detected, be closed and all bets on them normally voided with any deposits being returned. I'm sorry, but that's just the way it is.

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22 April 2017
Cman29

Player

Trevrizent wrote:

Unfortunately I don't think there is much chance of you getting your winnings, although Coral should refund all deposits you made into the new account (they're likely to run into trouble with the UK Gambling Commission if they don't). If you self-exclude from a bookmaker for, let's say, six months, the self-exclusion does not automatically end when the six months have passed. You remain an excluded customer until you contact the bookmaker and ask for your account to be reactivated (which it usually is after a further 24 hours). While you are excluded, any new accounts which you open with that operator will, once detected, be closed and all bets on them normally voided with any deposits being returned. I'm sorry, but that's just the way it is.

Would this mean that all deposits made since I self excluded should not have taken place, therefore bets nil and volded. One of the accounts I lost over £300 which is more than the £150 that I won recently. Would I be able to put a claim in for £300 as I was self excluded and the account should not have been opened?

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22 April 2017
BMR Sandy

Support

Player

Cman29 wrote:

Trevrizent wrote:

Unfortunately I don't think there is much chance of you getting your winnings, although Coral should refund all deposits you made into the new account (they're likely to run into trouble with the UK Gambling Commission if they don't). If you self-exclude from a bookmaker for, let's say, six months, the self-exclusion does not automatically end when the six months have passed. You remain an excluded customer until you contact the bookmaker and ask for your account to be reactivated (which it usually is after a further 24 hours). While you are excluded, any new accounts which you open with that operator will, once detected, be closed and all bets on them normally voided with any deposits being returned. I'm sorry, but that's just the way it is.

Would this mean that all deposits made since I self excluded should not have taken place, therefore bets nil and volded. One of the accounts I lost over £300 which is more than the £150 that I won recently. Would I be able to put a claim in for £300 as I was self excluded and the account should not have been opened?

Did you tried to contact them once again and ask the matter?

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22 April 2017
Cman29

Player

Hi,

I got this reply from Coral

Thank you for your message and patience whilst we investigate this matter.

As you created numerous accounts with Coral and each time you have used a different email address this means you have submitted falsified information to these accounts. The system did not detect this as a duplicate account until activity was struck, soon as the relevant team had awareness regarding this they then made a decision to close all accounts as you have failed to comply with the terms and conditions you accepted upon registration.

We are legally covered in our terms and conditions as stated previously, If you fail to reactivate an open account and a duplicate is made any winnings will be forfeited. The business have concluded their decision and with regret this will remain their outcome as you have circumvented the Self Exclusion rules.

We now consider this matter to be closed. We have acknowledged your comments and taken this into consideration. I do apologies for any inconvenience caused but thank you once again for your patience towards this matter.

I set up 3 accounts using 1 email address. Self excluded myself on my first account for 6 months in 2012. The account won £150.83 on was used under a different email address. My name and DOB is the same and should have flagged up, but didn't.

Any idea what to do next?

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24 April 2017
quincunx

Citizen
Edgware,Middlesex,UK

It is understandable although disappointing if Corals' detection systems take a short while to kick in if you use a different email address.If,however,you used the same email address when you lost the three hundred pounds as you did for your original account then they really are trying to have it both ways,and in that case you should be able to claim the three hundred pounds back.Because they have already said that your self-exclusion meant that you could not simply open another account once its term had expired.

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24 April 2017
Trevrizent

Citizen
West Midlands, UK

Yes, Coral do seem to want to have their cake and eat it here and should refund any deposits you made while excluded. You might like to point this out to them and add that, if they don't do so, you will be forced to make a formal complaint against them to the UK Gambling Commission (I'm assuming you're a UK customer) for failing to implement responsible gambling in a fair way.

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24 April 2017
Cman29

Player

Hi,

Thanks for your comments. I have send on your replies and stated that I want all money since i self excluded myself in 2012 and under their rules I should have contacted them to reopen any account. Therefore in their eyes I am still self excluded and my winning from the account I set up are nil and vold. Since the self exclusion I have over £600 owing to me....

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