Efter at have afsluttet en selvudelukkelsesperiode vendte jeg tilbage til et online casino. Da min konto blev genaktiveret, fik jeg en e-mail om, at der var sat en ugentlig indbetalingsgrænse på 200 GBP for at beskytte mig som tilbagevendende kunde. Men ingen steder i den e-mail nævnte den noget om deres "nettoindskudspolitik" eller forklarede, hvordan det fungerer. Jeg troede, at grænsen på £200 gjaldt alt, og jeg stolede på, at de ville holde sig til, hvad de havde fortalt mig.
Ikke længe efter hjemkomsten vandt jeg 2.000 £, som jeg i første omgang hævede. Jeg fik dog derefter lov til at indbetale hele £2.000 tilbage på min konto uden advarsler, begrænsninger eller checks. Dette strider fuldstændig imod, hvad de sagde i deres e-mail og de sikrere spilleregler, de skal følge, især for folk som mig, der lige er kommet ud af selvudelukkelse.
Det var først efter at jeg havde indbetalt og tabt de fulde £2.000, at de pludselig besluttede at suspendere min konto og bede mig kontakte dem om min seneste aktivitet. Dette gør det klart, at de først handlede, efter at skaden allerede var sket. De tog ingen skridt for at beskytte mig på forhånd, selvom deres politik siger, at de burde have gjort det.
Jeg klagede og forklarede alt dette for dem, hvilket gav bevis for, hvad der skete. Jeg fortalte dem, at det var forkert, at jeg fik lov til at indbetale så meget på én gang, da deres egne politikker og den e-mail, de sendte mig, sagde, at jeg ville have strengere grænser på plads. Jeg påpegede også, at de aldrig fortalte mig noget om denne nettoindskudsregel, som ser ud til at tilsidesætte de indbetalingsgrænser, som de hævder, er der for at beskytte folk som mig.
Jeg har bedt om at få refunderet de £1.900, som jeg ikke skulle have været i stand til at indbetale. De har slæbt fødderne og sagt, at deres undersøgelse stadig er i gang, men de har ikke givet mig nogen ordentlige svar.
Som en, der kom tilbage efter selvudelukkelse, forventede jeg, at de ville tage deres sikre gambling-politikker alvorligt og faktisk beskytte mig. I stedet føler jeg, at de har svigtet mig ved ikke at håndhæve de grænser, de lovede, og ved at undlade at forklare, hvordan deres regler virkelig fungerer. Nu er jeg ude af lommen på grund af deres fejl, og jeg synes ikke, det er rimeligt.
Ethvert råd eller info ville blive værdsat (og ja, jeg ved, det var min skyld, men problemgamblere, der ikke kan kontrollere sig selv, skal beskyttes i henhold til onlinekasinoerne og UKGC)
Jeg har vedhæftet nedenstående e-mail, de sendte mig, da de bekræftede fjernelse af min selvudelukkelse og deres vilkår for at øge indbetalingsgrænser efter hjemkomst fra selvudelukkelse 
After finishing a self-exclusion period, I returned to an online casino. When my account was reactivated, I got an email saying a £200 weekly deposit limit had been set to protect me as a returning customer. But nowhere in that email did it mention anything about their "net deposit policy" or explain how it works. I thought the £200 limit applied to everything, and I trusted them to stick to what they’d told me.
Not long after returning, I won £2,000, which I initially withdrew. However, I was then allowed to redeposit the entire £2,000 back into my account with no warnings, restrictions, or checks. This completely goes against what they said in their email and the safer gambling rules they’re supposed to follow, especially for people like me who’ve just come off self-exclusion.
It was only after I’d deposited and lost the full £2,000 that they suddenly decided to suspend my account and ask me to contact them about my recent activity. This makes it clear they only acted after the damage was already done. They didn’t take any steps to protect me beforehand, even though their policies say they should have.
I complained and explained all of this to them, providing evidence of what happened. I told them it was wrong that I was allowed to deposit so much in one go when their own policies and the email they sent me said I’d have stricter limits in place. I also pointed out that they never told me anything about this net deposit rule, which seems to override the deposit limits they claim are there to protect people like me.
I’ve asked for a refund of the £1,900 that I shouldn’t have been able to deposit. They have been dragging their feet, saying their investigation is still ongoing but not giving me any proper answers.
As someone who came back after self-exclusion, I expected them to take their safer gambling policies seriously and actually protect me. Instead, I feel like they’ve let me down by not enforcing the limits they promised and by failing to explain how their rules really work. Now I’m out of pocket because of their mistakes, and I don’t think it’s fair.
Any Advice or info would be appreciated (and yes I know it was my fault but problem gamblers who cant control themselves are supposed to protected according to the online casinos and UKGC)
I have attached below the email they sent me when confirming removal of my self exclusion and their terms regarding increasing deposit limits after returning from self exclusion
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