Vickers Casino - Player accuses casino of irresponsible gambling practices.

Vickers bet.net asked for extra verification documents. They sent email saying my account was suspended as I hadn't supplied the requested verification documents.

I was then allowed to gamble in excess of £3000 before they suspended my account.

At no time did they ask if I was ok depositing the amounts I did.

Previous to this I told them my disposable income was only £900.

I have asked them to investigate and they have been extremely rude threatening me with their solicitor.

They are irresponsible and unsuspended my account, when it should have remained closed until I provided the documents, when I asked them about this they said it was ok to reopen the account. They never communicated to me it was not suspended as the email header said account suspension.

They took thousands without any reality checks. Time out breaks, warnings etc nothing.

Dear marcewen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that unless you specifically inform the casino that you wish to close your account due to a gambling problem, the casino is allowed to keep the account open or reopen it anytime. In this specific case, it seems your account was closed due to insufficient documentation which is completely reasonable, and keeping your account open for some time, or reopening it later has nothing to do with safe gambling practices.

Could you please advise if you currently have access to your casino account? If not, do you have any remaining funds in your account?

Thank you very much in advance for your reply.

Best regards,

Kristina

The account is suspended. Rather suspiciously after I made a complaint. I have no refund. But the contradictory communications sent to me so raise serious concerns.

I have emailed the following addition to Vickers.

This is what I sent them.

I AM PREPARED TO ACCEPT £510 IN FULL AND FINAL SETTLEMENT OF ANY FURTHER CLAIMS AGAINST YOU AND WILL SIGN AN AGREEMENT TO THIS EFFECT.

THIS OFFER IS TIME LIMITED.

IF YOU DO NOT AGREE BY CLOSE OF BUSINESS 6PM MONDAY 25TH SEPTEMBER I WILL WITHOUT FURTHER DELAY TAKE ACTION AGAINST YOU BY ANY MEANS NECESSARY.

I TRUST YOU WILL NOT RISK YOUR COMPANY AND POTENTIAL LOSS OF LICENCE FOR A VERY SMALL AMOUNT £512.  

PLEASE SEE ATTACHED SUPPORTING SCREENSHOTS.

Apologies this is the full text sent just now to Vickers. The supporting screenshots are in the previous message in this thread.

Apologies any inconvenience caused.

Thank you for your prompt reply. Mutch appreciated.

However your absence of any comments raise further serious concerns, and the term " when you're in a hole stop digging, springs instantly into mind"

Please find attached screenshots that show a clear unequivocal proof that you're contradicting yourselves.

You state at the front of your email " Please note, that at no time

did we state that these

documents were insufficient" 

Then in the next paragraph you clearly contradict yourselves by saying "On 02/09/2023, your account

triggered our Enhanced

Verification email. This email

requires you to provide

affordability evidence via

email along with requested

information. Your response tc

this email was deemed to be

insufficient and further

evidence and documentation" as we both know this documentation was never provided by me, but you allowed the account to stay open.

Further contradictory evidence is included in a screenshot from an email from yourselves saying my" account was suspended" this is factual and unequivocal.

If AS you are trying to coerce me into believing that my account was suspended following my non provision of supporting documentation, then you must make your mind up!

1. If you state my account was never suspended then why does an email state the contrary.

2. If you believe you " unsuspended" my account where is the email notification from yourself informing me that my account was suspended but is no longer. Where is this email?

You also extremely worryingly Took thousands without any reality checks. Time out breaks, warnings etc nothing. Why did you not do what your UK licence requires you to do so?

I STRONGLY URGE YOU TO FULLY COOPERATE AND TAKE RESPONSIBILITY FOR THE ERRORS THAT HAVE HAPPENED AT YOUR HANDS.

THIS MATTER HAS THE POTENTIAL FOR HUGE FINES FOR YOU AND EXTREMELY NEGATIVE BRAND DAMAGING PUBLICITY AND EXPOSURE.

I AM PREPARED TO ACCEPT £510 IN FULL AND FINAL SETTLEMENT OF ANY FURTHER CLAIMS AGAINST YOU AND WILL SIGN AN AGREEMENT TO THIS EFFECT.

THIS OFFER IS TIME LIMITED.

IF YOU DO NOT AGREE BY CLOSE OF BUSINESS 6PM MONDAY 25TH SEPTEMBER I WILL WITHOUT FURTHER DELAY TAKE ACTION AGAINST YOU BY ANY MEANS NECESSARY.

I TRUST YOU WILL NOT RISK YOUR COMPANY AND POTENTIAL LOSS OF LICENCE FOR A VERY SMALL AMOUNT £512.  

PLEASE SEE ATTACHED SUPPORTING SCREENSHOTS.

Kind Regards

Marc E***

Show quoted text

Thank you for your reply, marcewen. Unfortunately, this is not something that would lead us to pursue the casino to refund your money. While I acknowledge that there may have been some miscommunication, it is important to note that you willingly lost your funds. Your account has now been closed with no remaining funds, and we believe that casinos have the right to close players' accounts as long as all outstanding payments have been made or there are no funds remaining. Moreover, as previously mentioned, casinos have the ability to reactivate accounts unless players explicitly request self-exclusion due to their gambling addiction. I apologize, but given these circumstances, we are unable to request a refund or penalize the casino in this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.