StanJames not respecting written promises !

[PlayHunter]

Some while ago I have requested to self-exclude until 2016 from accessing their Casino games, but ALL other products including Skill games to remain available for play with my account. They agreed, but later they found that if they restricted my Casino access that included also Skill games.

Now they agree that I got wrong informations (basically lies) from their live chat representative, but they confirm that they will do nothing to fix this problem in order to allow me to play in their Skill games section. (my proposal was to unrestrict Casino section also if it necessary goes along with Skill games section.

Clearly I have made an undesired decision because of them giving me FALSE info, such I will be able to restrict my Casino access, but at the same time, still be able to play Skill games. And now they refuse to fix their error to suit the player favour. (me) (see the chat I had with their manager Jamie)

General Info
Chat Start Time: 25.01.2012 19:50:03
Chat End Time: 25.01.2012 20:07:51
Chat URL:
Referer URL:
Name: LuckyBoy2
Email:
Phone:
Initial Question:

Chat Transcript
07:50:18 PM [Jamie] Welcome to Stan James Casino Live Support, how may I help you?
07:50:25 PM [LuckyBoy2] Hi Jamie !
07:50:56 PM [Jamie] Hello.
07:51:26 PM [LuckyBoy2] some months ago i wanted have my account locked for casino games, but not for skill games
07:51:58 PM [LuckyBoy2] and as i found the two cant be separated, so i left both locked
07:52:16 PM [LuckyBoy2] now i would like to switch them on, can you help ?
07:52:52 PM [Jamie] I am afraid if you self exclude from the Casino then this can not be lifted until the expire date in 2016.
07:54:17 PM [LuckyBoy2] well, thats fine regarding the casino games.. but regarding the skill games i have specified in my request to be left accesible, and the live chat customer care confirmed that would be ok
07:54:57 PM [LuckyBoy2] later i found was not ok, and that both were blocked, which is not ok.. and now i want to play skill games
07:55:00 PM [Jamie] If you self exclude from the Casino then you do have to be closed from Skills games I'm afraid.
07:56:20 PM [LuckyBoy2] now i understand, but i repeat, at the time i requested to self exclude me from Casino i got written confirmation that the Skill will remain open for my account.
07:57:17 PM [LuckyBoy2] and as you see, now this is my concern
07:57:54 PM [LuckyBoy2] please look at my chat log when i self excluded
07:58:47 PM [Jamie] I am afraid that the information given was incorrect, I can only apologise for this. Unfortunately though the Self exclusion procedure does cover Skills games under the Casino.
07:59:42 PM [LuckyBoy2] ok, and how this can be fixed ? it is not my fault that i got the wrong information and therefore made an undesired decision
08:00:30 PM [Jamie] I am afraid it can't it will have to remain closed I'm afraid.
08:00:46 PM [Jamie] We can not remove this block by law.
08:01:55 PM [LuckyBoy2] make a note to the manager to fix this, someone have to fix it since i repeat it is not my fault.
08:02:23 PM [Jamie] I am the manager and I afraid the block can NOT be lifted.
08:03:30 PM [Jamie] Again this can not be lifted under the gaming laws.
08:04:39 PM [LuckyBoy2] technically can not be lifted, or technically can be lifted, but would go against the regulations ?
08:04:49 PM [Jamie] Both.
08:06:25 PM [LuckyBoy2] if technically can be lifted, then a note (with the chat log proof attached) of why the exception has been made would be fine enough.
08:06:55 PM [LuckyBoy2] but if it is both, i am afraid i will complain on some forums about it..
08:07:41 PM [Jamie] Ok, as stated we will NOT break gaming laws, again we apologise for any inconvenience caused. Have a good day.

[TheGooner]

You asked for exclusion - you've been excluded. Job done.
There is no facility for problem gamblers to remove exclusion before the time-limit.

StanJames have done the responsible thing here - even if it does not suit you as a problem gambler.

[PlayHunter]

TheGooner, I asked for exclusion at Casino section, and yes job done. But at the same time I asked if that Casino exclusion will include also Skill games section (such as backgammon and gin rummy) and they told me it will not affect Skill games section. That was the lie, and now they refuse to fix it !

[deanimus]

If at the time of the selfexclusion you were excluded from skill games, wether it be on purpose or not it is usually impossible to reverse that action even if they wanted to.

[slotmad]

They have the right to exclude anyone they wish to for whatever reason they choose.
You can play skill games elsewhere. I don't see why you're complaining - especially publicly. They should be applauded for their actions.

[slotmad]

Oh, sorry, I do see why you're complaining publicly about it
"08:06:55 PM [LuckyBoy2] but if it is both, i am afraid i will complain on some forums about it.."

Wooooh scary!

[PlayHunter]

They have the right to exclude anyone they wish to for whatever reason they choose.
You can play skill games elsewhere. I don't see why you're complaining - especially publicly. They should be applauded for their actions.

Seems SBR guys have different opinion than yours. Take it like that:

If you own a poker site and you have decided to apply one special clause for one of your customers, lets say you have decided in written to allow him play only on weekend but not in the rest of the week, for any reason (or without reson) you decide, well you have to respect your own word and if that poor guy take your decision serious and accept to play poker on your site only on weekends, you have to keep your word.

If you dont keep your word (specially when is in written) then dont expect that guy to vote 5 stars for your poker site, he even might complain here or there. Thats my opinion, thats me ! Bassicaly they have lied me (even if it was not on purpose) and now they say sorry you got fooled but thats it.

[PlayHunter]

You can play skill games elsewhere.

- Sorry but thats totally out of the issue. Yes, I play Skill games on about 20 websites. I could simply stick on just around 6 of them because the others share the same network. But you know that each website in part have its own special promotions and tournaments not available on the whole network ?

[joeyl]

They won't compound an error by breaking the law to rectify the mistake Playhunter. You are right of course, but as long as they've paid you all the monies you are due, it's a mistake they cannot rectify, not rogue behaviour.

[PlayHunter]

They won't compound an error by breaking the law to rectify the mistake Playhunter. You are right of course, but as long as they've paid you all the monies you are due, it's a mistake they cannot rectify, not rogue behaviour.

Hey joeyl, you got that right I think. Yes they wont. And I nowhere said it is a rogue behaviour. But as my account is still open for the rest of their products, they could compensate their error with a nice sports bonus or some entries in poker tournaments, as a good will at least. They went out straight `no means NO even if its our fault`. And so I felt I should share my unpleasant experience with the others in some public forums. I am wrong ?

PS: That `LAW` is only a part from "Code of Conduct" that UK books sign up to with problem gambler groups like GamCare, nothing under legal jurisdiction.

[joeyl]

Rogue behaviour is my interest If you can bet on other products at Stan James still, I take it back, because I don't get it either.

[universal4]

Stan James had a player ask for exclusion and they did so.

It could be that the rep that stated you could be excluded from some games and not others was mistaken, but they did put through the exclusion and that is the important point.

Whether they have the ability to block certain games and not others for players I do not know, but handling a request for exclusion swiftly is the responsible thing for them to do and they should be commended for it.

Rick
Universal4

[PlayHunter]

They cut my profits by doing so. I was frequently winning from their Skill Games like backgammon and blackjack tournaments because I am a very good skill player. More than that, they also have some guaranteed skill tournaments which are sometimes (frequently) +EV ! So, I repeat they should exclude me only from ALL Casino Games, but this without affecting my business at their Skill Games section. As you see I got written confirmation that my Skill Games access will not be affected.

By closing my Skill Games access they have cut my profits off until 2015. For this I demand cash compensation of 5 euro per week into my StanJames sportsbook account where I am allowed to bet. Or other way, to re-allow me to play Skill Games.

[justbookies]

I honestly think you will find that Stan James' hands are tied with this. This self-exclusion thing never even existed until the regulatory bodies made it a mandatory part of the licence conditions. The licensing conditions in the UK (Gambling Commission) leave no room for deviation for operators. If a client self-excludes, then that is it until the time is up . . or the operator could lose its licence. I know this because I have gone through this process in the past, applying for UK Gambling Commission licence and I have read the smallprint. As Gibraltar is on the white list the same dogmatic rules are bound to apply. I don't think Stan James can mess about with self-exclusion policies for fear of a backlash regarding their licence. Remember it is in the interests of certain parties to test that they stick to the rules. In other words if they bent the rules for you and you were from the licensing authority or a pressure group they would be in trouble. I do not think Stan James are being unreasonable. They are forced to be intractable.

[thebookiesoffers]

For this I demand cash compensation of 5 euro per week into my StanJames sportsbook account where I am allowed to bet. Or other way, to re-allow me to play Skill Games.

anyone else laugh out loud at that

[F-L-C]

anyone else laugh out loud at that

.... I did! That's exactly what I was going to write in this thread... you demand! Good luck with that

[PlayHunter]

Other way they have LIED in written to me when they said my Casino Games access will be blocked, but Skill Games not !

[F-L-C]

I think you are 'flogging a dead horse'

[lowrisk]

The exclusions stand in place until the time you defined, and the reason skill games are excluded is because most of them aren't really "skill" and have a casino element to them. By law, if you request an exclusion, and they lift it at your say so, and you lose loads, they can be held to account, and to be honest, they just don't take risks like that, as much as they want your cash