Hello,

Two days ago (03-11-2020) I tried to login to Speedybet.com. I used my new bank account and I tried to add my phone number as requested. It did not work so i contacted the Live chat for further assistance. They asked me for my personal information and eventually also my phone number. As requested I gave it and the employee told me it was connected to another account. This seems right because in the past i created an account using my Rabobank card. The employee told me she would remove it from the Rabobank account and link it to my new account. 

Once it was done I received a green light that I could sign in. I tried to sign into my ING account and everything seems to be working fine. I made a deposit of 

€100,00 and made profit €450,00 in total. I requested a withdrawal and it was sent for approval. Yesterday I made a new deposit of €35,00 and made around €750,00. I just tried to sign in again and I was greeted with the following message: errors.locked.other.

I contacted Live chat again as seen below and asked what was wrong. It seems like my new account has been closed because of a self exclusion that was requested on my Rabobank account. I asked till when the request was made and she replied that the self exclusion already was created on 2019-11-05 and has already expired.

Since I changed banks a long time ago I did not remember the self exclusion at all. I couldn't sign in at all because i don't have access to that account anymore. So there was no way for me to regain access again.

 So i signed in with my ING account (Keep in mind that my self exclusion was already expired at that time).

Now i receive a message that my withdrawals are cancelled and i will get my deposits refunded, because there was an self exclusion (That already has expired + an account that i do not have access to in any way). I honestly feel left out. The employee that changed my number from the previous account could also tell me about the self exclusion or give me more information. But now when i made a nice profit i kinda get backstabbed even though Speedybet did not communicate the current situation with me. I would like to have transparancy. 

So since i had no way to know or regain access again i would like to have my winnings + my new account restored, The old account can stay closed because i don't have the ability to sign into that one.. I also expected it to be shutdown already. So i can continue enjoying Speedybet as i'm used to. 

I also find it strange that they only cancel my winnings once I try to make a withdrawal. If i lost my previous bets they would probably never notice or refund the money back. (Side note: I used the same personal information etc.)

Kind regards, 

R

Dear Roah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise what was the reason you have self-excluded yourself previously from the casino? How long ago it has happened?

If there’s any relevant communication regarding the self-exclusion and new events, please forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there,

Thank you for handling my case. I also forwarded my live chat conversation to your e-mail.

I started the self exclusion on 2019-11-05. I wanted to take a time out for a short period of time. I don’t remember the exact time of exclusion however they confirmed that the exclusion period has expired.

if there is any more information needed, let me know.

kind regards,

R

*sidenote: can you remove my full name from your previous message? I don’r want my name publicly seen. I have changed my name already. Thanks!

I just received a reply and forwarded it to your mail address

Dear Roah,

Could you please advise how did you request the self-exclusion back in 2019 and forward any relevant communication? What reason you gave to self-exclude yourself? 

Hello,

I think i requested it using the break time option or something like that. 2 weeks seems indeed reasonable, however i haven’t signed in to that account later on.

I am also surprised by the fact they told me it is a 4 year exclusion. It looks like they are trying to delete their tracks. I am 100% sure i’ve never requested a exclusion of 4/5 years, maybe they are talking about the new account. But they just recently locked it because now they realize i once created another account eventhough the employee already seen it..

then the bank switching started. My main reason why i used the break is because i lost a few bets and wanted to wait for a short period.

Later on i totally forgot about the account. I have no confirmation mail or anything from my self exclusion. I also cannot check it on my old account because i need to sign in thru bank which is impossible now.

i’m also wondering if there is an posibillity to transfer my winnings to the old account, only if i succeed in getting the old bank account back..

When you requested the self-exclusion back in 2019, have you ever mentioned gambling problem? 

No not that i’m aware of

Thank you very much, Roah, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many thanks!

I received the following information:

" We received the info about your case.

The casino advised us that you created an account with SpeedyBet which you later self-excluded indefinitely.

After that, you created a new account with PayNPlay sites, which they were not able to recognize at first.

- You went on playing and winning with your new account. When they discovered, you had active self-exclusion, they closed your new account, refunded all deposits, and also informed you. You had pending winnings on this account which they were not able to pay out to you because of the old self-excluded account.

Here's what they also confirmed: All customer accounts here at SpeedyBet remain closed and we are confident that we have acted in accordance with our licence requirements in this case.

Unfortunately, there is nothing further we can do for you. We consider this act correct and we consider this case resolved."

However there are some invalid arguments.

The casino advised us that you created an account with SpeedyBet which you later self-excluded indefinitely.

- This is not true. The break / Time out was only for 2 weeks and i never made the decision for indefinitely.

After that, you created a new account with PayNPlay sites, which they were not able to recognize at first. +

You went on playing and winning with your new account. When they discovered, you had active self-exclusion, they closed your new account, refunded all deposits, and also informed you.

- They already discovered that it was my second account.

On my new account i tried to make a deposit but i had to add a phone number. I couldn't get past it so i talked with live support. He told me my phone number was connected to another account but he would unlink it for my new account. Also i had to contact the casino for information. Also my name, date of birth etc are still the same on both accounts..

When they discovered, you had active self-exclusion

- This is also false. I contacted support when i couldn't sign in to my new account. They told me the story you mentioned and when i asked when the self exclusion was the employee told me 2019-11-5. When i asked for how long, the employee told me it has expired.

The following is stated on on their website:

" We provide a self-exclusion facility which can be activated by the player themselves by clicking here when you are logged on to your account, or by contacting [email protected]. A self-exclusion means that your account will remain closed for a minimum period of 6 to 12 months (extendable, for one or more periods of at least six months by contacting Customer Support.)"

-This means i should've contacted the Customer support in order to get past the 12 months of self exclusion in order to get 5 year. We'll I promise you that it didn't happen.. I would never choose to self exlcude myself for multiple years.

Also

"Should you decide to self-exclude, we encourage you to consider extending your self-exclusion to other remote gambling operators where you have an active account. Any undetermined bets at the time of your self-exclusion will be settled in the normal way, according to the normal timescales and, if subsequently applicable, winnings will be paid out. Any self-exclusion cannot be undone during the agreed period of self-exclusion and your account will not be reactivated under any circumstances during the exclusion period.

To reopen your account after the self-exclusion has expired, a written request must be submitted to [email protected] after which we will help you return to the website with our standard procedure."

-Based on the fact my "self exclusion" only took 2 weeks, and i haven't mailed them to reopen my account after the exclusion has expired, the account still remains closed right?

So theoretically i opened a new account when my old account is closed AND my self exclusion was expired (as seen in the screenshot).

Hello Roah.

The best in this situation would be to invite the casino representative into the case.

If you have an active self-exclusion in your first account, then the casino cannot pay you any winnings. Otherwise, the self-exclusion scheme would be meaningless. In this case the casino should refund all your deposits made during a self-exclusion period. However, in this case, we don't know much information about your self-exclusion, for how long did you set it and when it was initialized. I want to ask casino representative to check this information. If you used the same data for registration as in your first account (personal information), they should discover that there is a similar account in their system, especially self-excluded account.

One more quick question: Are you sure you didn't use any bonuses? (welcome bonus, first deposit, etc.)

Hi there,

i am 100% sure i did not use any bonusses. Also if I truly was self excluded i shouldn’t be able to sign in to the ING account (my real first account) when i made the deposit on 01-11-2020. So i am pretty sure the self exclusion must be meaning less if activated on the second account.. (which again i don’t recall that i chose for indefinitely self excluded).

So apparently the self exclusion made on my Rabobank account was for 1 month. Because I did not contact them to re-open the account (which makes sense because i don't have access to my bank account, so i can't sign in) they void the winnings on my ING account.

Can you tell me if they are in their rights, as it seems like they are totally ignoring the case at Casino Guru?

To be clear:

• My ING account has been created before my Rabobank account
• My Rabobank account has a self exclusion of 1 month which has expired, but in their eyes not.
• I did not contact them to re-open my account because i have no way to sign into the account itself. So i played further using my ING account. Which again is my first account at SpeedyBet.

Since it's forbidden to have multiple accounts at the casino. It should mean that my Rabobank account should be marked as invalid. Are they in their rights to extend the self exclusion made on a invalid account, and tranfser it to my ING account? Or does this mean that all the transactions etc made on the Rabobank account becomes invalid?

Hello Roah. 

I am sorry for a delay in this case. I managed to contact the new casino representative via Skype (we had an old conctact info in our system - so I am deeply sorry that we wasted few days by waiting) and She will look into your case.

Thanks

Hello Roah.

I chatted with their representative via Skype. She told me that you received their answer into your email some time ago.

Could you please paste it here? Is there something new?

Finally, I have got all the answers and know exactly what happened.

The casino acted according to their terms and conditions.

When a player does a self-exclusion and the time period expires he must ask for reopening account, this is what I found in casino terms and conditions:

To reopen your account after the self-exclusion has expired, a written request must be submitted to [email protected] after which we will help you return to the website with our standard procedure.

So your old account was still under self-exclusion when you created a new one—That's why the casino voided your winnings and returned the deposits. If you would used your old account, this situation will not happen. I understand that it is unpleasant for you, but the casino has this rule from a good reason, and when you registered with the new account you was for them a new customer - only later they paired you with your old account. I am afraid that in this situation, there is nothing we can do. The casino has right to void your winnings.

"so your old account was still under self-exclusion when you created a new one—That's why the casino voided your winnings and returned the deposits. If you would used your old account, this situation will not happen. "

I understand however. I have to get this straight first.

• My first account at Speedybet is my ING account and it has been created on 17-08-2019. ( Never activated a self exclusion on this account)

• My second account at Speedybet is my Rabobank account created on 04-11-2019. This is also the account with the "Active" self-exclusion.

So you’re telling me i had to play using my Rabobank account in order to get no issues at all? Doesn't it make more sense to play using my ING account (Which i did). I would rather think playing using my Rabobank account would be against their T&C, since that's the second account.

I basically did what you?e telling me i should've done. I did not Register a new account, my ING account was created before the Rabobank account.

I think that you should have only one account per casino. In most casinos it is not allowed to have more accounts, just one per person.

The problem here is that the self-exclusion is not binding to account but to a person. So doesn't matter on which account you had an active self-exclusion or which of them was created first. Important is that you, as a person, was self-excluded.

I contacted Ecogra and provided them all the evidence. After a feee they received the documents from all parties.

Ecogra contacted the casino and Speedybet decided to pay out my winnings.

Well, that's amazing. I am very surprised, and I honestly would like to know based on what, they decide as they decide. But still, it counts. If your winning is paid, can we close this complaint as solved?

Based on last message from Roah, we decided to close this complaint as "solved".

The player can reopen this complaint anytime.