Hi,
This is a bit of a tricky one.
I registered a new account and I deposited £3,000.
I wasn't sure but felt that I may have already had an account with them which was self-excluded, which I now know is the case.
I never circumvented this by entering different information so I'm not sure how their system did pick up on this.
However, I placed a bet and ended up with £8303 in my account.
There was lots of emails between me and 138 regarding the account as I couldnt log in as it was now closed after chatting with someone via Live Chat. They even confirmed that I was self-excluded and wasn't sure what would happen with the funds in the account.
I was then shocked to later receive an email saying my account was now open and sorry for the inconvenience. Now, with a serious gambling problem, this is the reason why I requested the self-exclusion, to prevent me losing this money.
I did log in and lost the lot.
Which I appreciate was a stupid thing to do, but from my point of view, this casino should not have allowed to reopen the account.
I feel that, if any thing, I should be entitled to my original deposit, prior to the detection of a self-excluded account.
I should in fairness be entitled to the £8303 as they accepted the bet and then reopened the account, probably on purpose hoping that I would lose it.
Surely this isn't fair?
I would appreciate so advice from you guys.
Thanks,
Clare
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