영국 온라인 출금 취소 규칙

Hi Guy's I made a withdrawal on 26/4/2020 from Dream Vegas online casino, however I foolishly went back within 2 hours and reversed the withdrawal as this option was available, and lost the lot!!! However it was only a short time after that they removed the option of reversing any withdrawal stating 'Due to government legislation once made a withdrawal cannot be reversed' I was wondering if they should have implemented this law earlier on their site, and if so could I potentially claim my money back?? Any Advice would be greatly welcomed. Kind Regards James

Hello Bernie.

I don't think you can get any refund because:

Reverse withdrawal block - it is just UKGC advice, and it looks that the casino was very responsible in this case. Check official documents:

https://www.gamblingcommission.gov.uk/news-action-and-statistics/Statistics-and-research/Covid-19-research/Customer-interaction-%E2%80%93-Additional-formal-guidance-for-remote-operators-during-COVID-19-outbreak.aspx

This removing of withdrawal reverse was done after you did it. So you can't ask the casino to apply this on your case retrospectively.

Hi Buddy

Thank you for your feedback it's really appreciated, worth a try but never mind, my foolishness in the end.

Hi Matej

Having now looked at the link you sent me I see that the date for this document clearly says from October 2019......

Headlining the Provision 'Social responsibility code provision 3.4.1 (From 31 October 2019) Customer interaction'

Under provision F) it clearly says  'Prevent reverse withdrawal options for customers until further notice.'

My issue happened in April 2020 this is dated 2019?????? Please help me understand this further

See full info below.

Customer interaction – Additional formal guidance for remote operators during COVID-19 outbreak

Social responsibility code provision 3.4.1 (From 31 October 2019) Customer interaction

All licences, except non-remote lottery, gaming machine technical, gambling software and host licences.

1. Licensees must interact with customers in a way which minimises the risk of customers experiencing harms associated with gambling. This must include:

identifying customers who may be at risk of or experiencing harms associated with gambling.

interacting with customers who may be at risk of or experiencing harms associated with gambling.

understanding the impact of the interaction on the customer, and the effectiveness of the Licensee’s actions and approach.

2. Licensees must take into account the Commission’s guidance on customer interaction. This guidance is issued further to the formal customer interaction guidance for remote operators of July 2019.

Due to the ongoing COVID-19 pandemic and associated lockdown, licensees should ensure they have the following measures implemented into their customer interaction framework for the purposes of preventing gambling related harm:

a)      Reviews of all thresholds and triggers used to track vulnerability to ensure that they reflect changed financial circumstances that many consumers will be experiencing. An emphasis should be placed on those thresholds and triggers being proactively reset on a precautionary basis to ensure customers with emerging vulnerability, such as increased time spent at play or increased spend can be identified

b)     Specifically, review your time indicators to capture play in excess of 1 hour as this is a proxy for potential harm.

c)      Set additional or modify existing thresholds and triggers which are specific to new customers reflecting an operator’s lack of knowledge of that individual’s play and spend patterns.

d)     Implement processes that ensure the continual monitoring of your customer base, identifying customers whose patterns of play, spend or behaviours have changed in the last few weeks.

e)     Conduct affordability assessments for individuals picked up by existing or new thresholds and triggers which indicate consumers experiencing harm. Consider limiting or blocking further play until the checks have been concluded and supporting evidence obtained.

f)       Prevent reverse withdrawal options for customers until further notice.

g)      Stop bonus offers or promotions to customers displaying indicators of harm[1]

Knowing and identifying your customers at risk of or experiencing harm and acting early and quickly could help stop or prevent the harm worsening.

These measures will be kept under periodic review by the Commission and may be revised in response to changes in circumstance. 

The document is the official guideline for online casinos operates with UKGC license. It was created in 2019 and updated during COVID. It is a guideline so casinos should do what is written there but not must do. 

As I wrote before, you can't blame the casino in this case. They wanted to be responsible, so they removed reverse withdrawals as was recommended. You reversed your withdrawal before they remove this option so you can't blame them or ask the refund.

It's the same situation as if you buy a product in the store and the next day you see that the product is now in discount. And now you want the store to pay you the price difference. (they won't do that, simply because when you bought the product you agreed with the price)

I want to know what are the parameters that casinos use to change their rules, I think it is not possible that they are always changing their payment or refund methodologies since they will always have a balance in their favor, I would like to know how they do it in countries that they don't have many restrictions yet. As in Chile now they are just regulating this issue since with the covid19 online gambling soared in Chile.