Self exclusion

Hi, I have also been in a similar situation, I was let in to a premises I was self excluded from. I had an urge to gamble that day and I’m sure that is what the self exclusion should stop me from. 
It was that allowed entry which spiralled into my life being ruined exactly 1 year after I had stopped completely. 
I think you can complain directly but I don’t think the money will come back now i am down a lot of money. 

the best way is to complain so nobody else has to go through the same thing. 

I can only speak for myself, but I think it's natural to have days which are tougher than others. I don't know how long you've had an issue but I had a gambling problem for 10 years, once I finally decided to admit defeat and put all the stops in place it was such a relief. You have to find other things to do, I made a point of saying to myself, everytime I think of having a bet, I'm going to go for a run, going to walk the dog, take a shower...anything. By time you've completed the activity the urge to gamble is gone, if it isn't do something else, go for the same walk. Go for a drive. Call someone to talk about the weather. Once you've done that, mark it down. Had a thought to place a bet, but went for a walk instead. Write it down and keep going back to it. I promise you, I was as bad as they get, ended up betting 25p to win 85p so I could bet 85p to win £2.50 so I could place bigger bets. Absolute desperation, but you can do it. It's tough, but you've got this my friend. You. Have. Got. Thissss.

Late to the game here, and hopefully you have moved on with your addiction, however for anyone else who considers that self exclusion is the resolution and seeks recompense for entering an excluded site note the following in the MOSES contract

During your period of self-exclusion, you understand and agree that you have an equal undertaking not to seek to circumvent your self-exclusion by entering or continuing to enter (or asking a third party to enter on your behalf) the Named Premises or by continuing to participate in gambling and betting services with any of the Named Operators and any applicable Named Operator’s group companies online

You accept that your self-exclusion is a voluntary request which is not enforceable in anyway whatsoever against the Central Self-Exclusion Team, Named Operators and any applicable Named Operator’s group companies 

any bets inadvertently accepted in any of the Named Premises will, based on industry practice, stand, win or lose;

Before I stopped gambling I entered a premise during COVID where they let me stay a lot longer than the 20 minutes and I lost hundreds of pounds.   My knee j**k was "they shouldn't have let me stay more than 20 minutes" - the actual truth is I shouldn't have gambled the money, it was a purely voluntary act on my part.

At the end of the day, lets be honest, if you had won £2k you would have been celebrating circumnavigating the MOSES process - it is a peculiar trait of we gamblers that we take a very one sided view.