Ja sam zatvorio račun 2020. godine pod uslovom da sam se isključio na 5 godina.
Pokušao sam da se prijavim u subotu i nalog je suspendovan i savetovao sam da kontaktiram podršku. Potvrdili su da je račun zatvoren, ali tvrde da nije pod SE što ja osporavam.
Njihov agent je izjavio da imam SE sa jednom od sajtova Entain Sister i da treba da otvorim novi nalog kod Ladbrokesa. SE koji sam primenio na sestrinskom sajtu trebalo je da bude primenjen na celoj listi Entain Groups za firme. U nedostatku toga, činjenica da njihov agent zna da sam SE, ne bi trebalo da dozvoljavaju i promovišu otvaranje novog naloga. Oni su to uradili i to nije zaštita igrača jer znajući za ranjivosti nisu nametnuli nikakva ograničenja na novom nalogu.
Ovo je omogućilo SE klijentu da nepromišljeno deponuje oko 750 funti u periodu od 2 sata. Moj partner koji je u velikoj meri svestan moje SE i prethodnih zavisnosti od kockanja otkrio je ovo sledećeg jutra.
Uložena je žalba Ladbrokesu i dokazi koji potkrepljuju 3 tačke:
Kao poznati SE kupac sa sajta pod Entain Group (tako da su informacije bile dostupne na njihovom sistemu, namerno potvrđuje da ću morati da otvorim novi nalog na njihovoj Ladbrokes lokaciji.
Kako sam bio SE i to im je bilo poznato, kada sam završio tu akciju prošle godine, ovo je trebalo da se primeni na sve grupe pod njima. Oni su u vlasništvu iste grupe pod istom licencom. Oni to nisu uradili
Godine 2020. BETDAK me je kontaktirao i obavestio me da je problem doveo do toga da funkcija ograničenja depozita ne radi i kao takvom mi je bilo dozvoljeno da položim više nego što je trebalo. Vratili su mi ovo kao uplatu. Istaknuo sam svoju zabrinutost zbog svojih navika kockanja i da sam van kontrole i zavisan. To ih je navelo da zatvore moj nalog, što je razumljivo. Pošto su u vreme kada su bili deo Ladbrokes grupe, ponovo osećam da je zatvaranje naloga u tom trenutku trebalo da se primeni u njihovoj grupi.
Pitao sam u vreme kada je BETDAK zatvorio nalog da oni posebno ograničavaju moj nivo depozita za brendove pod Entain Grupom. Dakle, efektivno, umesto da svaka lokacija ima individualno ograničenje, ona bi bila kumulativna. Rečeno mi je da je to poslato njihovom timu za usklađenost, ali nikakav odgovor nije dat.
Ladbrokes nije trebalo da dozvoli registraciju naloga kada je svestan da je ranjivi kupac SE u brendu u okviru grupe. Njihov proces verifikacije je trebalo da potvrdi da postoji isključenje i da odbije ovo.
Pored toga, kada sam prošle godine SE na sestrinskoj lokaciji, ovo je trebalo da se primeni na čitavu grupu i spreči bilo kakve dalje depozite od tada pošto su bili svesni ranjivosti.
Pored toga, kada je BETDAK bio svestan ranjivosti i kao takav odlučio da zatvori moj nalog, ovo je trebalo da se primeni na čitavu grupu i spreči bilo kakve dalje depozite od tada.
Ove tačke su stavljene na Ladbrokes tim koji je posebno potvrdio da će morati da istražuje posebno pitanje samoisključenja. Kao odgovor, Ladbrokes je jednostavno odgovorio navodeći da su me prijavili GamProtect-u i zatvorili sve račune pod Entain Group. Slažem se sa ovom akcijom. Oni ne upućuju na bilo koje druge tačke koje su im postavljene u vezi sa samoisključenjem i sugerišu da u svetlu ovoga treba da otvorim novi nalog. Odbili su da odgovore na bilo koje tačke samoisključivanja.
Tim za zaštitu igrača koji je ovo potvrdio odbio je da odgovori na moj odgovor e-poštom koji savetuje da nisu istražili, razmotrili ili odgovorili na moje SE poene. Ovo je njihov odgovor koji nije prihvatljiv.
Oni ne rade u skladu sa sigurnijim kockanjem i zaštitom ranjivih igrača i očigledno izbegavaju ubedljivu tačku jer ne mogu da brane svoje postupke. Njihov odgovor na žalbe i odbijanje da se pozabave tačkama je očigledno priznanje da su njihovi postupci protivni propisima.
Njihova akcija da me prijave GamProtect-u je akcija da se pokriju koliko i da pokriju mene, ovo je akcija koju je trebalo nametnuti najmanje 2020. i 2023. godine.
Sporni iznos je ono što je deponovano nakon otvaranja računa ove nedelje. Možda ću tražiti povraćaj depozita uplaćenih nakon zatvaranja računa kod BETDAK-a 2020. i SE 2023. godine, ovo bi bio povraćaj svih depozita uplaćenih Entain Group nakon događaja(-a) zatvaranja i za to sam zatražio listu depozite koje sam dao svakom operateru kako bih mogao da pronađem ukupan iznos koji sam im dao.
Ako igrač zaobiđe bilo koji proces za dobijanje naloga i kasnije se sazna da je to slučaj, kazino će suspendovati račun i sredstva od tog igrača. Ovo bi verovatno uključivalo da bi zaobišli proces i prekršili pravila, ako su se registrovali kod operatera i otkrili da su sami isključeni na sestrinskoj lokaciji. U ovom primeru Ladbrokes je dobrovoljno prekršio pravila, a zatim me suspendovao nakon dobijanja depozita za koji bih rekao da je pod lažnim izgovorom.
Account was closed by me in 2020 under i believe was self exclusion for 5 years.
I tried to login on Saturday and account was suspended and advised to contact support. They confirmed account was closed but claimed not under SE which i dispute.
Their agent stated that i do have a SE with one of the Entain Sister sites and that i should open a new account with Ladbrokes. The SE i applied on the sister site should have been applied across the Entain Groups full list on firms. In the absence of that, the fact their agent knows i'm SE, they should not then be allowing and promoting opening of a new account. They did this and this is not player protection as in knowing of vulnerabilities they imposed no restrictions on the new account.
This allowed a SE customer to recklessly deposit around £750 in a period of 2 hours. My partner who is heavily aware of my SE and previous gambling addictions discovered this the following morning.
A complaint was put to Ladbrokes and evidence to support 3 points raised to them:
As a known SE customer from a site under the Entain Group (so the info was available on their system, the willfully confirm i would need to open a new account on their Ladbrokes site.
As i was SE and it was known to them, when i completed that action last year this should have been applied by them across all groups under them. They are owned by the same group under the same license. They did not do this
In 2020 BETDAQ contacted me advising an issue had caused the deposit limit function to not work and i was as such allowed to deposit more than i should have been able to. They refunded this as payment to me. I highlighted my concerns about my gambling habits and that i was out of control and addicted. This prompted them to close my account which is understandable. As at the time they were part of the Ladbrokes group i feel again that the account closure should have been at that point applied across their group.
i asked at the time BETDAQ closed the account that they specifically limit my deposit level across the brands under the Entain Group. So effectively rather than each site having an individual limit it would be cumulative. I was advised that this was put to their compliance team but no response was made.
Ladbrokes should not have allowed registration of an account when aware a vulnerable customer is SE at a brand under the group. Their verification process should have confirmed that an exclusion was in place and rejected this.
Further to this when i SE last year at a sister site, this should have been applied group wide and prevented any further deposits since then as they were aware of vulnerabilities.
Further to this when BETDAQ were aware of vulnerabilities and as such decided to close my account, this should have been applied group wide and prevented any further deposits since then.
These points were put to the Ladbrokes team who specifically confirmed that they would need to investigate particularly around the self exclusion issue. In response Ladbrokes simply responded by stating that they had reported me to GamProtect and closed all accounts under Entain Group. I agree with this action. They make no reference to any other points put to them around self exclusion and suggesting that in light of this i should open a new account. They refused to respond at all to any self exlclusion points.
The Player Protection team who confirmed this have refused to respond to my email response which advises they have not investigated, considered or responded to my SE points. This is their response which is not acceptable.
They are not operating inline with safer gambling and protection of vulnerable players and are clearly avoiding a compelling point as they cannot defend their actions. Their complaint response and refusal to deal with points is an obvious admission that their actions are against regulations.
Their action of reporting me to GamProtect is an action to cover themself as much as it is to cover me, this is an action that should have been imposed in 2020 and 2023 at least.
The disputed amount is what was deposited after opening the account this week. I may seek a refund of deposits made after the account closure with BETDAQ in 2020, and SE in 2023, this would be a refund of all deposits made to Entain Group after the closure event (s) and for this i have requested a list of deposits that i have made to each operator so i can find the total amount made to them.
If a player circumvents any process to obtain an account and it is later found out this is the case, the casino would suspend the account and funds from that player. This would likely include that if they have registered with an operator and they have found to be self excluded at a sister site, they would have circumvented the process and breached the rules. In this example Ladbrokes have willingly broken the rules and then suspended me after obtaining deposits which i would say is under false pretences.
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