MONOPOLY Casino UK - Player’s account was closed after being discovered that he has self-excluded himself from sister casino.

I registered with this casino and deposit £450. They decided when I had £30 left that they would

close my account.  After chatting to them they said I had self excluded myself from a sister site ( virgingames), so my account would have to be closed, which I understood. I asked them as it wasn’t my fault and I wasn’t aware and they also let me register with them to refund all deposits. Their reply was that the bets were void and cannot be retrieved!!!!! I asked them what if I had double my money would you have pay out, you can guess their reply!!!! Shocking stay clear!!!! 

Dear Wesley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to emphasize, in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions:

"If the casino belongs to a bigger group of casinos, players should be made aware of this when self-excluding. Ideally, players should be given the option to self-exclude from one casino only or self-exclude from all of them. All casinos should be listed, otherwise players will not know which casinos are related.

Regardless of what players do, if a casino let's someone play despite having a self-exclusion in a related casino, not being supposed to play should not be used as a reason to withhold their winnings."

Have you been given a possibility to self-exclude yourself from one casino or the process was automated and included all the sister sides? Have you received a list of related casinos? I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I excluded myself from virgin games ages ago, so I think monopoly casino wasn’t even a gambling site, so there wasn’t a option to exclude from all sister sites at the time. 
I didn’t receive any related sites to virgin games

Thank you very much Wesley for providing all the necessary information. I will transfer now your complaint to my colleague Jozef 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.

Hello Wesley.

I am sorry to hear about your situation. We will now try to get in touch with the casino.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.