Self excluded but opened new account

I self excluded from pp a few tears ago for problem gambling.

Unfortunately I relapsed the other dayvand set up a new account. I since have a bew phone number and email.

However, my name, address and dob haven't changed and these details were on my driving licence which I sent in.

Should this have been flagged . PP have not accepted any responsibility and won't refund my deposits.

Is it worth still trying?

Hello.

First of all, I’m really sorry to hear about the relapse. I can imagine this situation feels frustrating, especially after taking the step to self-exclude in the past. It makes complete sense that you’re now questioning whether more should have been done to stop this from happening.

Just to clarify one important thing, if by "PP" you mean Pragmatic Play, they are only the game provider, not the casino operator. Self-exclusion applies to the casino itself or occasionally an entire casino group, not the slot provider.

Whether your new account should have been flagged depends on where you originally self-excluded and under what system. If it was the same casino or the same casino group, then matching details like your name, date of birth, address, and ID verification should have raised concerns. At the same time, using a different email and phone number can make automatic detection more difficult, and unfortunately many operators still place a lot of responsibility on the player not to create a new account.

That said, self-exclusion is mainly a responsible gambling safeguard, not an automatic refund mechanism. In most cases, casinos are not required to refund deposits simply because a player managed to open a new account, especially if different contact details were used.

Your case would generally be stronger if:

• the self exclusion was for gambling addiction or problem gambling

• it was the same casino

• they had enough matching personal information to reasonably identify you, especially after ID verification, and the platform is not partially anonymous casino

• gambling was still allowed after KYC checks.

If this were a completely unrelated casino, realistically the chances of getting deposits refunded based on the casino's improper actions are, in my opinion, quite low.

So yes, you can still try, but I’d first focus on establishing whether this was actually the same operator or casino group rather than just games from Pragmatic Play.

Hi Radka,

Its paddy power casino. My original account was closed down for problem gambling with them.

They said they won't issue a refund. I'm unsure what to do now

Hi there.

I’m sorry to hear that, and I can understand why this feels upsetting, especially if your original Paddy Power account was closed specifically due to problem gambling.

That definitely changes the context a bit.

If your original account was closed by Paddy Power for responsible gambling reasons, and you later opened another account with the same operator using the same personal details such as your name, date of birth and address, then I can understand why you feel this should have been picked up.

At the same time, I want to be realistic with you. A refusal does not necessarily mean the matter is over, but it also does not automatically mean you are entitled to a refund.

A few things would be important to clarify first, I reckon:

• Was this definitely the same Paddy Power brand and not a related company?

• Did they complete KYC on the new account and verify your ID before allowing gambling?

• Did you clearly self-exclude for problem gambling, or was the old account simply closed?

• Have they explained why they believe they are not responsible?

The thign is: If they verified your identity and still allowed gambling despite a previous problem gambling self-exclusion on the same operator, then you may still have grounds to escalate the complaint. On the other hand, if the account slipped through before verification and different contact details were used, the situation becomes less straightforward.

I wouldn’t give up immediately, but I would first try to understand exactly why they rejected the request and what checks happened on the new account. If you want a thorough review and can provide proof of the previously closed casino account, I would suggest submitting a complaint request through Casino Guru:

https://casino.guru/complaints/create 👈

Thanks Radka. I've contacted the MGA

You are welcome. I trust MGA's judgment. Would you let me know how it moves on, please? The others might find it handy too.