Preparing a self-exclusion complaint
Self-exclusion is asking to be prevented from gambling with a company or through a scheme. Keep your request, any confirmation and the records of what happened afterwards.
Follow the steps below. Keep your records privately; do not send them to this site.
What to keep
Identify the scheme or operator, the date it was requested, the confirmation and the accounts or premises involved. Record gaps in the evidence rather than filling them in.
Do not try to test an exclusion by opening another account or gambling again. You can describe the concern using the records you already have.
Choose the route carefully
IBAS excludes complaints about the effectiveness of self-exclusion systems. A contractual payment dispute is a different question; ask whether the provider can consider it.
Do not apply GB rules automatically in Northern Ireland or Ireland. Irish rules are being introduced in stages. Check the GRAI complaints page for the activity, licence and dates it currently covers before choosing a route.
Ask for the relevant account records
Request the personal information relevant to your exclusion, account closure, later access and relevant messages. Narrow the dates where you can. A records request and a complaint are separate steps.
Sources checked . General information, not legal advice. The rules that apply depend on where and when this happened.