Self excluded but could still open an account - bet-at-home.com

22 December 2013
davwar

Player
Mersyside, uk

Over the years I have had major gambling issues and I am currently working with gamcare on this.

I have virtually self excluded myself from all online bookmakers (well the major ones) so I can't use there sites anymore.

I self excluded myself for 6 years from bet-at-home.com 2years ago.

A few days ago i registered with them again and over 36 hours deposited on nearly £1,500 and lost the lot.

I have all the original emails and contacted bet-at-home who closed my account immediately but I have asked for my deposits to be refunded because the account should not have been able to be opened.

They said because i registered a new email address which is my current email account I had deliberately entered the incorrect details so it was all my fault.

My name was inputted correctly
Still at the same address
still the same DOB

I believe an email address is NO form of ID

How was I able to open a new account, for security reasons alone plus my self exclude I filled in was a pointless exercise.

Do I have case for my deposits when I was already self excluded.

Thanks

David

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24 December 2013
Johnril

Player
Liverpool

davwar wrote:

Over the years I have had major gambling issues and I am currently working with gamcare on this.

I have virtually self excluded myself from all online bookmakers (well the major ones) so I can't use there sites anymore.

I self excluded myself for 6 years from bet-at-home.com 2years ago.

A few days ago i registered with them again and over 36 hours deposited on nearly £1,500 and lost the lot.

I have all the original emails and contacted bet-at-home who closed my account immediately but I have asked for my deposits to be refunded because the account should not have been able to be opened.

They said because i registered a new email address which is my current email account I had deliberately entered the incorrect details so it was all my fault.

My name was inputted correctly
Still at the same address
still the same DOB

I believe an email address is NO form of ID

How was I able to open a new account, for security reasons alone plus my self exclude I filled in was a pointless exercise.

Do I have case for my deposits when I was already self excluded.

Thanks

David

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24 December 2013
Johnril

Player
Liverpool

Hi David,

Sadly like you I have gambling problems and also excluded from every online bookmaker.

However I have recently like you been able to open two accounts with bookmakers and on both occasions have been successful in getting back my money, only this week getting £2300 back.

If you have all your emails then I believe you have a very strong case.

Initially on both my disputes I was told after umpteen emails that I was NOT getting my money back. However the trick is then to write back and ask for your file to be reviewed by the management for their full and final decision before your refer your file to the gambling licensing authority which in this case is in Malta .....which may be a problem I am not sure. They have a duty of care once you have applied for permanent self exclusion and obliged to make every effort to stop you and just because you have a different email in my opinion is not a valid reason .

Don't let it drop...get it referred to ma management...in both my cases when I did this I got an answer back in a day with full refund....I don't think they really understand the rules on self exclusion so just hope you will go away...but it is a serious breach of their licence if they let self excluded people gamble.

Let me know how you get on or want any help.....my email is john.x.roberts@aol.com

John .....

I only signed up to this as I saw your plea !!!

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27 December 2013
davwar

Player
Mersyside, uk

Hi John,
Thank you for your reply and signing up on the site it's very much appreciated. I done what you advised and this is the response from bet-at-home.com

Hello David,

Thank you for getting back to us.

We can ensure that your case has been already analysed by our management team and this decision is final.
Please note that our system would have stopped you from opening another account if you tried to register with all of the same data. But you deliberately registered with a different e-mail address, so our system didn't recognise you and you were allowed to open the account.

We appreciate your understanding and wish you a nice day.

Best regards,

Your bet-at-home.com team
service.en@bet-at-home.com
https://www.bet-at-home.com

Not too sure where to go from this point but I know I have a case.

Thanks again

David

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17 March 2014
davwar

Player
Mersyside, uk

Just to bring everyone an update from my original post 22nd December 2013!

John who replied to my post and then gave me his personal email guided me and gave me the drive to carry on fighting against bet at home.

We put in a complaint through LGA and have just received a full refund from bet at home of over £1,500 GBP, No apology but I can live with that.

Thank you John for your support and people working together on this site and guiding them down the right paths we can succeed.

I had so many knock backs but we kept going.

To be honest I was giving up hope but John drove me on.

If your in the right keep believing.

Cheers

Dave

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26 May 2014
martin heinz

Player
wigab

I just had same with paddy power.self ex over a year ago but managed to open account recently.if i had have won they wouldnt have paid..but i lost and they are saying they wont refund.

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10 June 2014
martin heinz

Player
wigab

See above.. initially got told by p power support that i would not get refunded.John above very kindly told me what to write...asking for senior management review or i would write to their licsencing authority..after 2 weeks of back and forth i got an email today saying i will get all deposits refunded.A result for perseverance..fair play to p power in the end but they tried to say no until it got to senior level.John knows his stuff and was very supportive ...he never seemed to doubt the outcome.Top man.

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27 June 2014
Rumanu

Player
South Wales

Hi Guys, I am just about to start the same process as you. I have had major gambling problems and self excluded myself from Unibet a few months back. Unfortunately I opened an account on Maria.com which I didn't know at the time because my gambling addiction had taken over but in the cold light of day it turns out they are also owned and run by Unibet. I made a complaint today saying that they should never have allowed my Maria account to be opened but they wrote back saying they were different and the self exlcusion only applies to the unibet account. This is despite the fact that every reference in the T&C's on maria.com is to unibet. Anyway, sorry for going on a bit but just sent a reply back following johnril's advice above so hopefully they will now see sense and refund me.

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30 September 2014
hk790

Player
Kent

Hi, I'm in a similar situation with Jackpot Joy. They've told me there's no way they will refund me my deposits because I breached the T&Cs by re-opening an account with them when I self-excluded from a site which they are linked to. I used my real name, and age, and even had to enter my driving licence number, but my address had changed (I had moved house) and my email address was different, so I'm not sure my case is as solid as the above. They closed my account after I had deposited around £1,000 and were happy to take my money for ages before they noticed! I pointed out that their checks should have been a little quicker, and they shouldn't had taken my money. I would have been due for big bonus payments etc, would I could have withdrawn to put against my losses, but they won't accept my complaint and just say I am in the wrong. Any advice would be great... thanks!

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01 June 2017
deezzee

Player

Hi John

I have the same problem as DAVWAR and it seems you know what to say to these site reps.

So here is my problem.

I have emailed over 600 slot sites with a set self exclusion letter outlining my problem gambling, how it is an illness and how my GP has recommended that I block all access as it is harmful to my health etc and I even paid a company to do this for me as well.

I have given them all names I might go by, any addresses I might use and all of my email addresses. I have requested that I be blocked from their site and any affiliated sites on receipt. After which I had over 600 replies agreeing to do this including several from Jackpot Joy and Leo Vegas.

I even have Betfilter installed but sadly, it’s not 100% effective.

This week however, I have managed to sign up to 2 of my excluded sites Jackpot Joy and Leo Vegas and lost over £1000 at each without any issues being raised by them. I signed up using all my original details, name, address, DOB and email. Of course I lost, but I am sure had I won, that I would not have been paid out.
I am fully aware that It is my own fault but, I also feel that if my details had been picked up then I would not have had the opportunity to gamble.

I have emailed both Jackpot Joy and Leo Vegas stating how disappointed I am after self excluding that I have been able to sign up using the same details and so far all I have received is an email basically saying that although they do their best ultimately it is my responsibility.

In your opinion, do you think I have a case for requesting a refund of all deposits? And if you do, what should I say to them because I feel I’m just getting brushed off each time I contact them.

Any help or advice you can give me would be very much appreciated.

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27 August 2017
lelelis

Player

Hello,

John, is your email correct john.x.roberts@aol.com since I'm receiving error everytime.

Hello

I've self excluded myself from 1xbet, I had to sent documents for that and they confirmed by email my account was closed, however, I have problem with gambling and after 2 3 days I requested it to be opened again and lost about 2 3k$ after that. Is it possible to request a refund because they refused to close my account permanently?

Thanks,

Robert

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