help with refund

[jbias18]

Hi was hoping someone could help I am self excluded from boylesports till 12/17 but opened an account on apollo bet which are owned by boylesports I don't feel that I should of been able to and I'm now down 250 pound ish. I contacted boylesports who said that the self exclusion carries over but it's my fault for placing bets and then said contact apollo customer service Representative was very rude to me. My question is how do I go about claiming a refund, who off and have I got any sort of case against them any help is appreciated thanks

 

[quincunx]

Tricky,as you were obviously trying to evade the self-exclusion when you opened the account with Apollobet,so I can sympathise with their rep on this one.Try asking what the point of the carry-over is,and how it is supposed to work.

 

[jbias18]

I didn't realise that apollo bet was boylesports in fairness. I'm happy to let the amount slide as they said any losses or wins before they manually check is my fault so I take that on the chin. There is one more question though I was self excluded from betfair and blue Square I asked to re-open my betfair accountand they said yeah your exclusion is over then I lost some money I then asked about bonuses and they said you have had a blue Square account which is under self exclusion so we have to shut your betfair account as this carries over I have know challenged my losses saying that they should be refunded as I shouldn't of been allowed to re-open betfair account if that was the case. Was just wondering if there was any info or advice on my argument to them?thanks in advance

 

[quincunx]

If Betfair told you your exclusion was over,you should be able to rely on that notwithstanding any carry-over from the blue square account.A crucial factor would be when you asked to be excluded from blue square.If it was before you asked to be excluded from betfair,then the bluesquare exclusion should certainly also have expired.If it was after,then betfair could argue that it hadn't expired,but if it was still before the all-clear from betfair,then it was up to betfair to spot that before giving you the all-clear.
If it was after Betfair gave you the all-clear,then you probably don't have much of a case.
Note that it should be when you asked for the blue square exclusion that should matter,not when Betfair finished merging the two accounts - point that out.

 

[jbias18]

Thanks I think I excluded from betfair then bluesquare betfair said my self exclusion was expired from them hence them allowing me to re-open but then said later that blue Square one was still under self exclusion there trying to say when they merged that all blue Square exclusions were wiped out and allowed to bet again I thought this would be classed as a breach of the duty of care as I didn't think bookmakers could just cancel self exclusions. I'm awaiting a letter of senior management as the responsible gaming team told me that it did carry over to Betfair but have know said that it didn't. I will wait there reply then send some more info to them thanks

 

[jbias18]

The other issue is too what authority do I take it to if betfair won't refund? My case is mainly based on the fact that I didn't try to mislead them I simply asked could I re-open then they decided to shut the account stating that I was still self excluded thanks

 

[quincunx]

I think the authority would be IBAS - not sure - others,please correct that if I am wrong.If it is IBAS,I doubt that they will be of much help.
jbias18,I am a bit confused about what you are arguing.You cannot/should not argue at the same time that Betfair should not have cancelled your exclusion and that you should be able to rely on them saying that your exclusion had expired.If you do argue both you will almost certainly fail,IMHO.

 

[jbias18]

No my issue is not that they excluded me again it's that as they excluded me it meant I was not supposed to re-open my betfair account in the first place.so both accounts were self excluded I asked can I re-open they said yes then three weeks later they said your not allowed an account at all due to Blue Square being self excluded so my argument is when asking can I reopen my betfair account they should of said no and I wouldn't of occurred losses.

 

[quincunx]

That's a bit tricky,since you did keep badgering them.I would settle for 'so you allow me to re-open my account,so of course I incur losses,then you keep the money I have lost but then close my account thus denying me the bonuses'.
That suggests that it is they who are trying to have it both ways.If you were to push it any further - by suggesting that they re-imburse your losses,then it would be you.
Frankly,although you might want your losses back,you are better off with your account closed.If you did get your money back,you might be more likely to try again.

 

[mally53]

I know this is an old post but wondered how you got on.
I too 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. 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 stated "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?