MoboCasino confiscated £1,100 from me and closed my account on the grounds I had a sister account in a 6 week cool off (not self excluded) despite:
1) My account was opened, documents uploaded and account verified prior to depositing, winning and making a withdrawal request.
2) I checked with their online chat that my account was fine and no problems and twice they confirmed all was ok, once when I even highlighted the fact that a sister account was in cool off, just to be sure before continuing to play.
3) The group accepted approx. 20 deposits from me over a three month period (October, November, December 2017) and during the time an account was in cool off, thus still reassuring me my accounts were ok to be open.
4) The group (Viral Interactive) reopened my account at LuckyCasino following a cool off, allowed me to deposit and then immediately closed my account and confiscated winnings. This is relevent as my win at MoboCasino was on the same day they reopened my LuckyCasino account. I still had a cool off at OneBet (sister casino), although that has now lapsed and account open.
5) My account at FansBet (another sister casino) has remained open throughout the above, presumably because I never made a withdrawal request.
6) They only refunded deposits which resulted in a withdrawal.
7) The text on their Responsible Gaming page is not relevant for the UK market, except for one line saying that for UK players, the minimum term for self exclusion is 6 months. Upon making a withdrawal, they are treating me as though I had excluded from all their sites, which is not applicable per their terms.
I have numerous contradictory chat transcripts and e-mails which appear to highlight they are not familiar with UKGC rules and terms of their licence. If they wish to treat me as excluded in order to confiscate winnings, they are in serious breach of rules contained within 3.4.3 and 3.4.4.
Original copies of e-mails and chat transcripts can be provided if required, but I attach screenshots to confirm.
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