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seb

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  1. Good Day, Mr Hackz,

    I found this link when searching google around self exclusion, being able to continue gambling and trying to get a refund. I read your reply to the topic and had hoped you could give me your thoughts and knowledge on my situation.

    I have just raised a complaint with a Casino in Cardiff called Les croupiers. I had self excluded myself in 2017. The account was already in a self excluded state (but they recorded this as banned) and in 2017 I discussed re opening the account with a manager and this was done. I then frequent the Casino loosing £1000's of pounds and identified I had a gambling issue. I then ,having reopened the account in 2017 proceed to self exclude myself from the casino again in 2017 (probably a month or so after re-opening) I wrote a thorough letter explaining my problems with gambling and requested to have a life time exclusion and in no circumstances to ever be allowed back in the casino. Unfortunately 3 weeks ago for some crazy idea I thought I wanted to go to the Casino, upon entering I was told I was banned, I explained this would have been a self exclusion and not a ban, the cash desk lady spoke to a manager and they just decided that they would let me into the casino. I didn't have a interview with a manager and there was no reference to my previous letter or a 24hr cooling off period (probably because the computer said banned and not self excluded and they didn't check files etc). I therefore entered immediately on that day. upon entering I began gambling, initially I had a £1000 withdrawal limit, my card details had to registered, I then maxed this very quickly and then was given a £1500 limit and registered a 2nd card. in total I lost £500 cash and £1200 card transactions. I was gutted, as an addict exactly 1 week later I had the stupid idea that I could win this money back and again went to the casino. I lost £700 cash and £1500 on my card. 2 days later I went to the casino and again wrote a thorough letter explaining my addiction / problem with gambling and asked to be self excluded for life with no possibility of returning. I did however also complain and sated that I had done this previously and that the casino had not enforced my request and their process's and therefore I asked for 2 things from the complaint. 1 = is that they do not ever let me back Into this Casino as in this occasion I had not attempted to attend the casino for over 1000 days but on my one moment of craziness when I did attempt to enter, the casino did not do their part and I need to know if this did ever happen again they would enforce the process and my request. the 2nd was that I asked for a refund due to their error, of all card transactions (accepting the cash would not be able to be verified) which was £2700 in card transactions. I am yet to here their response but this situation and loss of money has left me in a bad way and the hope of getting a refund and getting back into the situation I should have been in is hope enough to settle the mind. could you give me your thoughts on the likelihood of this from the above information or if I am being incredible naive. thank you

    1. MrUKHackz

      MrUKHackz

      Hi there, I've had a lengthy call and spoken to the floor manager who actually recalled your case. He obviously said he couldn't discuss anything with me as it would break Data Protection but he did confirm to me that you have to be re-interviewed to have a self exclusion removed, you didn't mention if this happened or it was literally the lady at the desk making a quick call to a manager and saying yes!?

      It's also a gentlemans/members only club so as they don't allow walk ins off the street they don't have the 24hr cooling off period like Grosvenors or Genting do for example. However, this doesn't mean you can just skip the interview part though, they need to check your in full control and have enough spare finances to be gambling, so I would like to know if this happened or not.

      Cheers

    2. seb

      seb

      Dear Mr Hackz,

      thank you ever so much for this reply.

      interestingly when I took my complaint to the Casino the floor manager who I spoke with and handed the complaint into informed me the do enforce a 24 hour cooling off process.

      in relation to your question, no I did not have an interview with the manager, when I approached the casino on this day in question the reception took my details and told me the records showed I was banned. I informed the lady that I would not be banned and that I that I would have self excluded myself (I really should have turned around at this point and walked out). She mentioned that the system said I was banned and that the person who put this on the system would have been reliable, she then said wait a minute, what I believe was a manager was called to the desk, she showed him the message, he said one moment. popped back out to the Casino floor and came back in and said that it was all fine and to remove the ban. No interview was conducted in any shape or form and no discussions around me or my finances. I believe I did sign a form and my id was taken with an uptimes date photo. 

      when I was in the casino and hit the £1000 withdrawal limit and I attempted another £200 withdrawal the cash lady did call a manager, he asked if I worked and if I was furloughed. they then increased the limit.

      effectively the fact that a self exclusion was not on the system in the first place when it should and instead recorded as banned, effectively may have stopped them being more cautious and acknowledging two new cards and a withdrawal limit increase in 2 hours was so worrying, but again my position is the records and process part they they are responsible is exactly that, their responsibility and I am ever so hopeful that they acknowledge this error has resulted in the lose of money from me which I in this environment seem to be uncontrollable with. 

      I would be interested in your thoughts and opinion with this additional information. 

       

      kind regards

      seb

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