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[Ja Jane279 WANTED $3 Outlaw]

Hi guys, I have been with Bet 365 for a year, at the beginning I set a daily deposit limit, and generally had no issues,had the odd message saying they were concerned about number of spins and stakes made, dutifully filled in their questionnaires saying I was fine. No gambler worries about number of spins and stakes it’s all about profit and loss, and a ridiculous statement as some of their games can take several hundred spins before giving a bonus. At all times said I was happy with my level of gambling. So first 6 months lost at this site  at no time was a deposit restriction put on my account or did they make me ring them. Last 2 months I have actually won on their site, after last long session, and all seasoned gamblers know it can take time to get your self in a good position to make a withdrawal and actually win, well after a large withdrawal I start getting messages that they want to speak to me, and put a net restriction on my account. After numerous conversations via message I get them finally to ring me at a time convenient to me. Be warned by my experience ,I was told it would be simple questions about my gambling and take no more than 20 mins, Lucy who is not a medical professional or a police officer made me feel that I should have been made aware of my rights and that anything said would be used against me, repeatedly I said I was happy with my level of gambling which is usually at low stakes but she kept banging on about the number of spins and stakes trying to make me feel guilty about the way I was playing and the amount of time I had spent playing, the conversation was going over an hour now  and I felt my privacy was totally violated and I felt pressurised and under duress the whole time  this is not how you treat a paying customer, all under the guise of responsible gaming, may I reiterate that when I was losing there did’nt seem such an urgent need to talk to me directly. I made the mistake of saying that sometimes after a stressful day I used it as a bit of fun like having a g&t  big mistake that was all they needed the very next day to use it as an excuse to permanently restrict my account. After talking to the team leader today Rebecca where I pointed out there seemed to be a lack of continuity as regards responsible gaming and my account she made excuses that they had contacted and highlighted it to me, and as I said at all times I had replied and said I was fine, at no time before was I made to have an actual phone conversation. I believe they use an algorithm as regards your length of gameplay whether you win or lose and collect data on your number of spins and stakes made and at this point you are given a number where you are seen as a risk to their profits in the future. Especially after a large withdrawal something is triggered where you are made to have a conversation with one of their representatives who mentally bash you till you say something without thinking then bam they’ve got you restriction on your account and want you to put a self exclusion on your account. I refused because as far as I was concerned I don’t have a problem. Despicable behaviour from a company who consider VIP customers are the ones who constantly lose and they give them 10% cashback, what a bunch of hypocrites, I am reporting them to the gambling commission to be investigated, additionally I feel a lack of transparency as how they use our information is grounds for a claim under the the unfair terms and conditions of the consumer act  where a player will alway be put at a financial disadvantage as regards to how their games work and the rtp, if everytime a player who knows the score plays long sessions that’s their business especially if they are not actually losing, it’s an unfair balance between customer and business where restrictions are applied under the smokescreen of responsible gaming. After the conversation I had with Rebecca today I am appalled at my treatment, seek your fun else where and for goodness sake ask for a lawyer to be present if you are made to have a phone conversation with them. Bitterly disappointed by the treatment I recieved ,steer clear I have known no other operator to use such underhand tactics in justifying a restriction on a on line casino account.

[Ja Jane279 WANTED $3 Outlaw]

To add to my previous post sorry for the long drawn out summary, and another point, obviously if I win I am going to play longer than usual at Bet365 a point apparently lost on the customer services responsible gaming team ,do they actually know what there business is about. As for the algorithm, check a whistle blower who worked at Bet 365 in Australia the story is there for all to see.

[Xbobmad WANTED $734 Outlaw]

How they want to manage their casino is up to them. If they ignored you losing you’d be calling them out citing responsible gaming.

[Smoothoperator WANTED $52 Outlaw]

Can we just meet in the middle here and can I ask what your deposits was (ish) and what you big win was? Casinos do get weird when one wins constantly,.. I’ve had the same with White Hat Gaming casinos, I seemed to win and beat their wagering on every new site they invented..,,..,,!! Then Boom, I’m no longer allowed to play at their sites or join up to new casinos (WHGaming) related!! No excuse, JUST NO!!.  They won’t give me an excuse, it’s just a plain No!! Now what pisses me off is why did I need to do all the KYC for every WHG casino if they was monitoring me? Surely they are one company who tried to take advantage of myself but yet I prevailed.. then got blacklisted!! Wtf is that all about?

[Th The devil WANTED $76 Outlaw]

Top and bottom off it is if you lose a lot more than you win your the perfect customer deep down they love gambling addicts but could never admit it I used a site what I had use for at least 3 years white hat gaming site I wasn’t massively down but I was down on the account then I hit my 12,000x on lil devil paid me out fairly quick went to make a deposit around a week later to find out they had permanently closed my account and any other related white hat gaming sites, to add for absolutely no reason other than I had won big and that’s 100% facts really enjoyed the site as well but I got my money and left it at that but the reality of it is absolutely shocking tbh but that’s online gambling for you

[Ja Jane279 WANTED $3 Outlaw]

My main issue is the phone call, and the repeated interrogation for over an hour and their timing and lack of continuity in regards to monitoring my account,  I had absolutely no idea what they were going to subject me too, and I would be interested if any one else has had a similar experience from Bet 365.

[Ja Jane279 WANTED $3 Outlaw]

Oh and by the way that is exactly my point they did ignore me when I was losing in the first 6 months, as I say not till I started making withdrawals that they sat up and took notice. As responsible gaming goes total I was down for last couple of months was £35, and the large withdrawals were putting me back nearly to even. I was starting to win this is my point. How would the Bandits gameplay and stakes made be viewed I wonder, I did point this out to them and they refused to give an answer. Additionally no Casino should put you through a phone call like that without a prior warning at the start  I totally believe my  human rights have been violated in the name of responsible gaming. Endure one of these phone calls then you can judge.

[Xbobmad WANTED $734 Outlaw]

Jane279 wrote:

I totally believe my  human rights have been violated in the name of responsible gaming

FFS

[Ja Jane279 WANTED $3 Outlaw]

This is my point of view obviously and just a warning to other players, I do not expect an honest account to be subjected by another member on the forum in such a way, it is either a safe place to place an opinion or not. Thankyou for your intelligent and well thought out feedback.

[Ja Jane279 WANTED $3 Outlaw]

Yes I admit I maybe over the top with the human rights comment and I happily retract that, but we do have a right of free will as to when and how we play at these casinos especially when we follow their guidelines and put in our own deposit limits and and have already submitted proof that it is within our means. For a casino to act in such a manner when we have had dialogue seems a completely unfair one sided relationship, as expected the Casino always wins unless players stand up for themselves as regards to them always only using responsible gaming legislation when it suits them and not when it is in the best interests of the player. A fair comment I believe.

[Xbobmad WANTED $734 Outlaw]

I don’t understand the problem. You usually play one way then hit a big win and your playing habits changed and you’re pissed off because they phoned you because your playing habits changed? That’s literally the minimum amount of responsibility they have. Don’t like that they finally took notice and gave a shit? Play elsewhere. That call may have caused you a little disruption but if one of those calls and interactions stops a person going over the edge, the thousand other calls are instantly worthwhile.

[Th The devil WANTED $76 Outlaw]

To be honest I agree with the phone call thing had one before and I couldn’t give a shit what there saying but they do try to belittle you when they don’t actually have a clue, they look for a reason to close your account, I agree it might save the odd person but it’s more the way they talk to you, they speak to you like your a gambling addict and have got no control or your not responsible when too many that couldn’t be further from the truth and most of these people have never gambled a day in their life and probably have no interest in it other than it’s a job so tbh they shouldn’t be questioning what your doing the way they do, don’t care what anybody thinks there ringing because your winning and want to put a stop to it simple as

[Seyahkram1977 WANTED $706 Outlaw]

“but it’s more the way they talk to you, they speak to you like your a gambling addict and have got no control or your not responsible”

I suppose ( to play devils advocate ) the reason you get a call is because you show  , through play, the markable traits of a problem gambler that the casino in question has highlighted as a worry, and typically no problem gambler will admit straight away they have issues because if they do they lose that “ drug” they need…so the caller job is to push and push until all doubt is eradicated…

don’t get me wrong, I totally disagree with the practice,

[We Weemonk23 WANTED $7 Outlaw]

I like to have a read of this forum but never post but wanted to reply to what you have said and another comment about WHG.

Simple thing is to not let it wind you up. Bin off the casino, take your winnings and move onto another. I’ve found that if your overall net loss/profit with a casino is in your favour, a casino will do what they can to restrict you or bin you off.
I too was binned off by WHG who one day said I can’t afford to gamble. Based on what? My KYC which showed I could afford the limit they put on my account? No, based on that I won too often and there was no money coming in from me. Rizk did the same and put a £130 a month limit on my account and after lots of back and forth and proof of income just stopped me from being able to deposit. My overall net/loss was in my favour. LeoVegas did checks with me which included a phone call where they asked me about lots about my credit file. I didn’t even know they could credit search but it’s buried away in their T&C’s. One day, after a really good winning streak and plenty of withdrawals I had one of the ‘secret’ limits imposed on my account. You know the one that they do not advertise to you but after x amount you can’t deposit. Eventually they binned me off.

Flip side of this is my home of play casino currently I have a lifetime net loss of £25k and guess what……never had a problem. No phone calls, no limits. I’m left in peace to spunk what I wish, how I wish, when I wish.

The phone call is a shitter and out of order for how long it took and how they made you feel but as Xbobmad has put in his ever diplomatic way, how they manage their casino is up to them. Move on, don’t let it get to you. There is no customer loyalty in a casino’s eyes, they will do what they need to protect themselves whether that be from a UKGC fine or from a player losing them money.

[Th The devil WANTED $76 Outlaw]

You couldn’t have said all of that any better tbh it couldn’t be closer to the truth if you tried they do exactly all of the above and your better off moving on after a massive withdrawal but the only big problem with all of this is I don’t particularly like being signed up to every casino going and the actual truth of the matter should by no means ever be allowed it’s an absolute disgrace they get away with this behaviour

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