Duty of care failure between sites multiple sites operated by 1 owner.

[mally53]

I self excluded with Boylesports, I never re opened my account nor lifted my exclusion, I did however open a betmclean account.later found out through a (very arrogant) staff member when trying to exclude myself I would be banned from boylesports also as they was the same company.(again not something I was aware of) This prompted me to ask why I had been able to gamble on Betmclean for several weeks staking £70k plus with losses over approx. £30k when I should of been excluded as same operator (stated in their TCs once I found out same operator) The response I received was they check all new users manually!!! sarcasm at its finest.

Betmclean/Boylesports have stated in emails they procedure to reopen an account which they have not followed and then backed up their failing by stating "that said no security check where carried out by our team" a clear admission in failing on the part in maintaining a duty of care to a troubled gambler. I had a duty of care to notify them which I did.
Adquate security would of prevented me from such losses.

the link to self exlusion on mobile was not working due to technical errors also which I did receive a refund of £1500 for,
poor all round from betmclean I feel, rude, arrogant, not checking or monitoring customers.

I am pursuing further reimbursement due to the poor duty of care/security which has been displayed.

whats your views?

 

[Trevrizent]

Boylesports and BetMcClean are no longer connected. BetMcClean used to be on the Boylesports UKGC licence as a white label, but they left Boylesports a couple of years ago and are now licensed by Sportsbetting and Gaming Services Limited (together with Betpack).

 

[mally53]

Yes aware of this however due to the overall responsibility being on Boylesports as the main operator it falls at their door.

They have already repaid me £1500 due to the mobile site not allowing users to self exclude (page not found was the reply) that was after telling me to basically go away as they would not engage with me. The 888 got fined a went back and they paid out pretty quickly.

 

[Trevrizent]

If you opened the BetMcClean account while you were self-excluded from Boylesports AND while BetMcClean was still licensed by Boylesports (up until early 2016 I think), then you might have a case. If you opened the BetMcClean account after they parted company with Boylesports, then I'm afraid you're not going to get anywhere with this.

 

[mally53]

Hello Trevizent.
yes both opened when under the ownership of Boylesports.
Did not know betmclean was at the time. Only found out when I was trying to close my account and the staff member was basically trying to get me to kepp it open by saying. " well if you close this account you wont be able to bet on any other boylesports operated sites" at which point I pointed out A) this was fine, B) I had already self excluded from boylesports therfore their policies had clearly not been followed as I was allowed to open and bet on one of their sites despite their policy stating a "blanket" exclusion from all Boylesports operated sites.

 

[Trevrizent]

If BetMcClean allowed you to place bets totalling around 70k over a period over several weeks when you should have been self-excluded from all sites which were on the Boylesports licence at that time, then that would potentially be a very serious breach of responsible gambling standards. Even if a bookmaker checks for existing self-exclusions manually (as BetMcClean seem to be claiming here), that should take no more than 48 hours maximum. I would contact them again about a refund, but if, as I suspect, they won't budge, then I think you will have no choice but to inform the UK Gambling Commission about what has happened. Whether you'll ultimately get some or all of your money back is doubtful, but at least it might prevent something like this happening to somebody else. Good luck!