Casino Dukes: Self-Exclusion is a major mistake

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Gambling Grumbles Report

Casino Dukes

Self-Exclusion is a major mistake

by Steve Russo
June 2018

The "Smiling Face" symbol on top of this report is a bit misleading. In this case, it does not mean that we are happy with the outcome -- it means that the casino did nothing wrong.

In fact, we did not even write to the casino when the complaint came in from Michael O of the UK (although we will send it a link to the report in case it wants to change its mind). For a start, Gambling Grumbles does not ask casinos to return money that players lost. Our task is to try to get casinos who have unfairly deprived players of their winnings to pay up.

Important update: Hours after we sent the link to Dukes Casino it told Michael that it has changed its mind and will return his money. Several days later Michael confirmed that he has received it.

Moreover, the heart of this dispute is the self-exclusion program. We have reportedly warned players not to self-exclude and are doing the same again now. Why? After all, on its face, it seems like an excellent idea -- it allows people with gambling problems to protect themselves by telling casinos not to accept any bets from them. That way, they cannot gamble and thus cannot lose. Of course, that is not true. There are thousands of casinos online and you can self-exclude from one on Monday and open a new account on Tuesday and continue to play and lose.

If that were the only problem with self-exclusion we would simply say "it doesn't work very well" but we would not advise players never to self-exclude at an online casino. However, there are other, more serious problems with it.

1. Some casinos will, indeed, allow you to deposit and play and only use self-exclusion as an excuse not to pay you when you win. In other words, it puts the player in a "you can lose but not win" situation.

2. Other casinos may, or may not, tell you that by self-excluding with them you are also self-excluding at all of their partner casinos but not tell you who those partner casinos are. If you go to one you will be allowed to play and lose but you will not be paid if you win.

3. The worst offense we have seen is less common but at least one casino apparently used the self-exclusion program as a way to lure addicted gamblers to its site. When a player self-excluded at this casino he found himself being sent loads of bonus offers not only from that casino but its partners. We can't prove it but it certainly seemed that the casino group figured that somebody with a gambling problem would be the easiest person to convince to play. Besides, if he won what would it cost the casino? He would simply be told that he had self-excluded and was not eligible to collect his winnings.

4. Not only casinos but also players tried to cheat using self-exclusion. The players would self-exclude at a casino, and then sign up at a number of its partners, getting the offered bonuses. If they won, they hoped to be paid. If they lost, they would demand their money back on the basis that they should have been protected by their self-exclusion. This is the reverse side of the "you can lose but can't win" I mentioned above. It means the player is saying, "I can win but can't lose".

Michael O had had self-excluded at multiple casinos then went to Casino Dukes and lost £500.

"Unfortunately, I have a severe gambling addiction, which I am trying to address," he told us. "I have registered with the UK Gamstop register and have manually self-excluded from all casinos I held accounts with. However, due to my addiction, I opened an account with Casino Dukes, deposited and lost £500 in the space of minutes.

"I contacted their live chat to make a further deposit but was told my account was frozen as I had self-excluded from their sister site Bigonbets.

"It was only when I contacted its live chat was the account detected and frozen.

"I used the same details to register the account with Casino Dukes as those in the account self-excluded with BigonBets. Therefore, I do not feel Casino Dukes have taken adequate steps to prevent me from opening an account as per the U.K. Gambling Commission guidelines. If they had, I would not have been able to open the account I’m the first instance.

"As such, I asked that my deposits were voided/returned and the account closed, this was declined by the casino.

"I do not feel this is fair, as if I had of won the account would not have been verified successfully and no winnings paid. Therefore, this represents no risk to the casino which is not right.

"I was told 'as per our terms and conditions' you are not entitled to a refund. However, I cannot see this anywhere in their terms and conditions and when I asked where it is stated. I was told 'nothing is going to change, your account is closed'”.

As mentioned earlier, we are not happy with the outcome but at least Casino Dukes did prevent Michael from making any further deposits and risk losing them, too. Some other casinos would have continued allowing him to play until he won and only then frozen his account.

Please, if you have a gambling problem do not self-exclude. Even if it did work for online casinos you would still be able to go to bookies, brick and mortar casinos, or racetracks and lose there. Instead, seek professional help for your addiction, either from a doctor or an organization such as Gamblers Anonymous.

Casino Dukes is licensed in the UK.

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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Who was responsible for auctioning off the property now considered to be downtown Las Vegas in 1905?

	Nevada senator, William Stewart
	Organized crime bosses from the East
	Nevada rancher, Archibald Stewart
	Montana senator and railroad man, William Clark

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