[lucasmeister]

Hello,

Hoping somebody can tell me whether I have a leg to stand on with this or I should leave it.

I signed up to starsports.bet who are owned by Star Racing Ltd, deposited £100 and won £400. I then login to withdraw my winnings and the account is suspended.

Customer services says that I have an account with McBookie (white label and also owned by Star Racing Ltd) which is self excluded. I don't recall having an account with them, but I check my emails and I signed up in 2013, so the self exclusion is possible, but would have been requested a long time ago.

The Self Exclusion section of their T&Cs, do not mention Star Racing Ltd or whitelabel, sister sites etc. Therefore surely I only agreed to self exclude with McBookie? Here's the section in question:

If we identify that you have opened a duplicate account with McBookie, all placed bets will be voided and any deposits that have been made on the account will be forfeited and sent to a registered gambling charity organisation.

The thing is, I don't have a duplicate account with McBookie as such.

Currently I face my deposit being donated to charity, which I feel is a bit harsh.

[Optional]

I think it is reasonable to want a 3rd party DR service like IBAS to review the situation before they donate your money anywhere.

Ask them to refer it to IBAS?

[lucasmeister]

Managed to get my deposit and winnings after quoting their own terms and conditions to them.

[Optional]

Managed to get my deposit and winnings after quoting their own terms and conditions to them.

Good to hear

[Headsterx]

What does “white label” means?

Seriously, there’s a book called McBookie? I’ve heard them all now. 😂

[Optional]

What does “white label” means?

Seriously, there’s a book called McBookie? I’ve heard them all now. 😂

A company who provides a "blank" sportsbook frontend that can be leased to put your own branding on top of.

The white label company generally looks after player management and self exclusion stuff, so if they have a self exclude request through one front end, their license requires them to exclude that player from all platforms they control (whether it is written in each books terms or not)

[hortonmi]

fortunate @lucasmeister, happy it worked out in the end

[king7811]

A company who provides a "blank" sportsbook frontend that can be leased to put your own branding on top of.

The white label company generally looks after player management and self exclusion stuff, so if they have a self exclude request through one front end, their license requires them to exclude that player from all platforms they control (whether it is written in each books terms or not)

So, the excluded players can still use the white label?

That sounds sightly scummy mate.

Or am I not getting it?

[Optional]

So, the excluded players can still use the white label?

That sounds sightly scummy mate.

Or am I not getting it?

The operator should pick up the exclude request fast and notify them.

If they don't, they should do what the book did here and refund.

The donation option is supposed to be to discourage people who self exclude and then keep trying to open new accounts. Some people treat it like a game and as soon as caught just demand their deposit back to try again. Or want to claim their losses should be returned as they self excluded but got back in. It's a bit of a dogs breakfast of a system IMHO.