Playzee - Self excluded but accepted
I have an issue with this casino for allowing me to register while I already was self excluded on their network in 2017. I was not aware that Playzee are part of the WHG network. We came to an agreement back in 2017, as I mentioned an earlier flaw in their self exclusion system. We also agreed that I would not try to circumvent my self exclusion, which in my opinion is not the case as I was unaware of the presence of this casino network operating the casino.
I deposited and played around 1300 EUR without the knowledge that I would not be able to cashout or win anything due to this active self exclusion. I contacted their support and they state that I circumvented my self exclusion and that they don't have to return deposits, which I find unfair as I also had no chance in winning anything under these conditions.
I know due to my addiction that I registered and tried to register on a lot of casino's in the last couple of years, including WHG casino's. But in my opinion a casino, especially a casino network with around 20 active casino's, should be able to detect multiple accounts and self exclusions if they are implemented on the whole network.
As I was self excluded multiple years ago, I got new contact details and moved to a new home and therefor the system did not detect my details. I question the legitimacy of this system as it only detects on registration details that can change over the years (address, email, phone etc). That would mean that a lot of self excluded players, that moved to a new home or got new contact details are currently able to register again on one of their casino's.
Such mistakes are easily made, as it is not always clear which casino group is operating a casino. This is especially the case when you play and register on mobile. Therefor I would expect a failproof detection system that detects self exclusions or multiple accounts based on personal details that don't change. Like full name in combination with date of birth. That is the only way to really protect self excluded players.
I do admit my own mistakes, and I should be more careful. But their response and decision to keep deposits under these conditions, show me that they willingly or unwillingly profit from self excluded players this way. They implemented a win-win situation as they can keep deposits while they also don't have to payout any winnings when people would cashout.
To conclude, it is not fair this way and in my opinion they should make better effort to detect these registrations as the detection is currrently based on registration details that can change over the years.
