When you become a member of an online casino and have read the terms and conditions, you would expect to feel confident about that casino, and know that they will stick to their word. It takes a great deal of confidence for a customer to initially sign up to an online casino with a good feeling in their stomach, this is why most of the time players will stick to the more well known casinos, and casinos in which their friends have recommended. But nevertheless, a promise is a promise, whether it being those 20 free spins you are set to receive as a sign up bonus
, or the fast deposits and withdrawals, we expect these claims to be met. But unfortunately when an online casino goes against their promises and claims, well this is where customer loyalty pretty much goes right out the window.
Then there is the issue of when you choose to self-exclude yourself from an online casino. This is a touchy subject as many players have realised that they do in fact have a problem with gambling and don’t wish to be associated with the casino anymore. When players make the decision to self-exclude due to a gambling addiction, one can only expect to not be communicated by the online casino again, they do not want to get emails or updates, or tempting free spin offers. When you are a casino with a gambling licence, bookmakers must by law allow their customers to self-exclude, and they must also be able to allow the customer to have their card details and other personal details permanently removed from their site. But this was not the case for one extremely popular and well known online casino. LeoVegas did not follow rules in regards to players self excluding,
LeoVegas has been one of the most popular go-to online casinos throughout the UK and worldwide, known for their excellent mobile casino
platform. But unfortunately they have just been slapped with a massive fine for failing to return deposits to over 11,000 players who had self-excluded due to a gambling addiction. They have been fined over £600,000 by the UK gambling commission because of this and are at the moment facing a lot of grief over it all. They must return over £14,000 to these customers as part of the big settlement, and part of their fine included having 41 misleading advertisements which did not state proper terms and restrictions on their promotions between the time of April 2017 and January 2018. So as we can see, this has been a long and ongoing problem and now the cat is most definitely out of the bag.
We can’t necessarily place all of the blame on them though, as LeoVegas are not the only online casino going through such issues at the moment. There is a massive crackdown on rules and regulations by the gambling commission, and they are doing the best they can to make sure that casinos are sticking to their word and their motives. The main culprit though is the self-exclusion schemes and how online casinos must always stick to this, especially when it comes down to players having a gambling addiction, it is considered their right to be able to exclude, and remain excluded. Neil McArthur, the Gambling Commission's CEO said a few “The outcome of this case should leave no one in any doubt that we will be tough with licence holders who mislead consumers or fail to meet the standards we set in our licence conditions and codes of practice.” The gambling commission means serious business, so don’t worry if you are a self-excluder, or were thinking to self-exclude in the near future because this breakthrough will make sure that the rules and regulations for self-excluding will be set in stone in the future with no wiggle room.