GamStop excluded but allowed to deposit £2600

[Bonus_Hunter2022]

WOW ok. Just want to point out after reading all these comments I think what we can agree on is the system is flawed heavily and there really is no support in this area for problem gamblers although you would think there is with the services etc. in place. I mean I don't think it really is that difficult like someone said if you created a simple tool to check against the database this will work they don't even need access to it. If you put in the T&C's of GamStop that you consent to your data being shared with the casinos then GDPR wont matter.

** Update on this anyway.

GamStop have sent certificate but did not copy in William Hill like i asked several times so i send them over the certificate and waiting to hear back.

 

[colinsunderland]

But you do not get my point! they would not get a list of 100000 customers. That is the whole thing you are completely overlooking. So I will stop replying and again I say agree to disagree.

And you're not getting my point, it doesn't matter if the casino or GameStop do the check, if the details don't match, there won't be a positive response.

 

[Slottery]

WOW ok. Just want to point out after reading all these comments I think what we can agree on is the system is flawed heavily and there really is no support in this area for problem gamblers although you would think there is with the services etc. in place. I mean I don't think it really is that difficult like someone said if you created a simple tool to check against the database this will work they don't even need access to it. If you put in the T&C's of GamStop that you consent to your data being shared with the casinos then GDPR wont matter.

** Update on this anyway.

GamStop have sent certificate but did not copy in William Hill like i asked several times so i send them over the certificate and waiting to hear back.

Gamstop is really shitty system, just to confirm that I'm not trying to say they are good or defence them but just how it work in practice.

Casinos do exactly what you say, every time when UK player login (or register account), they send these details to Gamstop and get reply based on amount of matching details. It's really poorly made because these phone numbers and emails shouldn't really be anyhow details there as we all (guess we are all adults on gambling forum) know how fast it is to open new email address and phone number is not really hard either (some places don't even verify phone numbers but only that these are not registered to Gamstop).

No UK player can't login to their account without Gamstop check, that's really maybe one reason why system is not really flexible as that check need to be done on every login so making it anyhow manual would be quite impossible as if you don't have someone to check it right away, then next day when same player come back you need to do it again and if somebody login after five minutes, check it again. There are no logins from UK where this Gamstop check is not completed.

Unfortunately there are these some details which are really easy to change and then it don't need many spelling "mistakes" to get around it. Don't wanna share any exact details which do or not trigger these alerts as that would only possibly provide guideline to someone how to get around Gamstop.

It should be really black and white with this case as well, you can ask opinions here when you get William Hill reply, if there are enough matches, they can't really refuse payment but if there are some really stupid sounding discrepancies, casinos are 100% safe if Gamstop didn't flag these details. I really don't agree how they do it, only thing where i do agree with them that it should be black and white without gray areas but getting there with details like email and phone number is just not doing what it should.

 

[Bonus_Hunter2022]

So no response since I sent documentation yesterday how long do you think I should wait before emailing or something?

 

[CasinoNinja]

Be patient, wait until the end of the week.

 

[Bonus_Hunter2022]

Be patient, wait until the end of the week.

Yeh i haven't replied back or anything again to chase just wanted to know when it was reasonable to. I was speaking to my brother and what he said shocked me even more actually, He said at one point he deposited £941 in one transaction is this not a red flag after hundreds being deposited previously in a very short space of time?

 

[Bonus_Hunter2022]

Your complaint:
I write to you in response to the issues you have raised whereby you state you have been able to gamble with William Hill Online during a period of Gamstop self-exclusion.

Our Investigation:
We have now received a copy of the Gamstop registration certificate and have compared these to your registration details with William Hill Online. On investigating I can see that you signed up to Gamstop on 23/11/2018 and opted to do this for a period of 5 years. During this period of Self exclusion you opted to register account 38285PS with William Hill Online on 26/06/2021.

Reviewing your Gamstop credentials certificate and cross referencing this with the registered details on account 38285PS we have found discrepancies between the details provided to Gamstop to that registered on your William Hill account, these discrepancies include:
• First name
• Mobile telephone number
• Email address

When registering with Gamstop you are made aware of their terms of use. I would like to bring your attention to:
Your Self-Exclusion
During your self-exclusion, you will be prevented from accessing any accounts with online gambling operators registered with the Gambling Commission that match the details you have provided to us as part of your application. It is in your interest to provide us with accurate details consistent with those which you have used to set up accounts with online gambling operators. GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using.

Your Responsibility
You understand that self-exclusion using GAMSTOP is intended to be an aid to help you manage your use of online gambling websites. It is not intended to function as a replacement for willpower, is not foolproof and we cannot guarantee that it will always result in your being denied access to gambling websites.
Your self-exclusion using GAMSTOP will be most effective if you do not try to work around the exclusion measures GAMSTOP has put in place. You agree not to attempt to register new gambling accounts, log in to any of your existing accounts, or in any other way try to circumvent GAMSTOP's mechanisms for the duration of your self-exclusion. You are entirely responsible for any actions you take designed to circumvent any self-exclusion registered with GAMSTOP.

I can confirm that your account has been suspended since 29/06/2021, and once we received information regarding your period of self exclusion via Gamstop this was immediately applied to your account. We have also identified a number of additional accounts registered with William Hill Online and have ensured that these have been sanctioned accordingly.

In regards to your comments around verification I can see that account 38285PS was verified electronically upon creation on 26/06/2021 prior to accepting any deposits in line with regulatory requirements. To address your comments around source of funds documentation, please note that once internal threasholds are met affordability reviews and source of funds documentation is requested. This process is in line with regulatory requirements, reviewing your account I can not see a time whereby your account reach an internal threshold.

Outcome of our investigation:

In conclusion, whilst I understand your frustration with this matter, I can absolutely assure you that William Hill has not acted irresponsibly in the handling of your account and certainly has not contravened any form of regulatory legislation. As such, due the reasons previously outlined it would not be appropriate for us to offer any form of recompense in this instance.

Next steps
This is our final response to your complaint. As such, we will not be engaging further with you about your complaint. If you remain dissatisfied with our response, it is open to you to put the complaint to the Independent Betting Adjudication Service (IBAS) for ADR (alternative dispute resolution). This is a free service for consumers who are dissatisfied with the outcome of a complaint or dispute and want to request an independent review. More information about the service provided by IBAS can be found at

You do not have permission to view link Log in or register now.

or by calling 0207 347 5883. If prompted for a deadlock reference you may provide WHO210701-015651.

It would also be open to you to put a regulatory concern about this matter to the Gambling Commission. More information about how to do so is available on the Commission’s website:

You do not have permission to view link Log in or register now.

Kind Regards,

Emma
William Hill Online


So just received this. There is no information as to what the name actually was as far as i'm aware it was all correct only thing different was email and phone number.

They have sent the final response which means they will not even deal with this now. I wanted to know what the name they are stating this is and show proof of this. IBAS wont accept this as a case either. How have they been allowed to just get away with this.

What are safe gambling thresholds is £2600 not enough to be flagged.

How did they verify this if the first name is incorrect?

I find this quite disturbing can anyone shed some light on this please.

 

[colinsunderland]

Have a look through promotional emails from them, they usually have your first name in. If not, ask them?

 

[Bonus_Hunter2022]

Have a look through promotional emails from them, they usually have your first name in. If not, ask them?

Asked them waiting for an email back no emails as the account was quite new

 

[colinsunderland]

Asked them waiting for an email back no emails as the account was quite new

did you not get a welcome email from them?
You are very unlikely to get a refund if 3 data points were changed I'm afraid. Add to that it seems as though you were multi accounting.
If you get any trouble from them regarding telling you the exact spelling you can do a SAR to get it.

 

[chiya]

This thread just seems a whole lot suspicious to me..

If you hadn't lost but instead won.. I mean sorry, if your brother had won and not lost, would you be complaining about gamstop not functioning as intended?

To me it seems yet again another classic case of trying to cheat the system via self-exclusion and then demand refund when things don't go as planned.

Email, phone AND first name changed from the gamstop deets? Yeah it's pretty obvious why it didn't get flagged. Gamstop isn't some magical almighty tool that can still flag accounts accordingly even when the user intentionally cheats the system.

 

[Bonus_Hunter2022]

did you not get a welcome email from them?
You are very unlikely to get a refund if 3 data points were changed I'm afraid. Add to that it seems as though you were multi accounting.
If you get any trouble from them regarding telling you the exact spelling you can do a SAR to get it.

Ok So they have advised what name was used but it is a blatant lie from them. I know my brother can lie to me and obviously not tell me 100% the truth but it don't make sense anyway why he would change a vital piece of information his first name as if he went to withdraw surely he would be asked for proof etc which he knows.

Now the bit that gets me is if the first name is totally incorrect how did they verify his account and allow him to deposit £2600 when even the ccard wouldn't have matched etc.

Either they are lying or there is a serious issue with their systems.

 

[Bonus_Hunter2022]

This thread just seems a whole lot suspicious to me..

If you hadn't lost but instead won.. I mean sorry, if your brother had won and not lost, would you be complaining about gamstop not functioning as intended?

To me it seems yet again another classic case of trying to cheat the system via self-exclusion and then demand refund when things don't go as planned.

Email, phone AND first name changed from the gamstop deets? Yeah it's pretty obvious why it didn't get flagged. Gamstop isn't some magical almighty tool that can still flag accounts accordingly even when the user intentionally cheats the system.

Your totally entitled to your own opinion but read my last post how are you going to verify someone and allow them to deposit when the details don't match like even if he had won how is he going to magic a different name on his passport it don't make sense.

Look i gamble within my limits and have no problems but the gambling industry as a whole is quite a deep dark disgusting place. I have a current issue with one casino who are with holding a £4000 withdrawal and as you can see in the previous posts the system is flawed people do genuinely have addictions and can't control themselves. There's always one person that has to comment and low ball the whole situation e.g you and it's just not needed.

 

[dec2008mcl]

Ok So they have advised what name was used but it is a blatant lie from them. I know my brother can lie to me and obviously not tell me 100% the truth but it don't make sense anyway why he would change a vital piece of information his first name as if he went to withdraw surely he would be asked for proof etc which he knows.

Now the bit that gets me is if the first name is totally incorrect how did they verify his account and allow him to deposit £2600 when even the ccard wouldn't have matched etc.

Either they are lying or there is a serious issue with their systems.

What name was on the welcome email, I think colin already asked this but I can't see an answer (sorry if i have missed it).
You said "ccard" - obvs this is a typo and you don't mean credit card? don't think casinos automatically check name on cards anyway.

 

[Bonus_Hunter2022]

What name was on the welcome email, I think colin already asked this but I can't see an answer (sorry if i have missed it).
You said "ccard" - obvs this is a typo and you don't mean credit card? don't think casinos automatically check name on cards anyway.

Meant card just saying that usually if the name is wrong transaction would get declined maybe i'm wrong and to answer your question name on the email is what they stated it is.

Quite odd but hey i don't know. t. I've already explained if that if the name was wrong nothing can be done but was assured that's not the case.

Looks like a lost cause as it was his own fault for depositing and even more so if he used a different name.

However back to the initial point how did they verify the account?

If i sign up with the name William Hill and use my own DOB Adress etc will they verify my account and let me deposit?

 

[dec2008mcl]

No the transaction would not get declined. There are people here that would know better than me but I think welcome emails are automatic and would use the details used to sign up, so we can agree the person used a different name. If the named person does not match at the address I don't know how it was electronically verified.

 

[SpinUk]

Ok So they have advised what name was used but it is a blatant lie from them. I know my brother can lie to me and obviously not tell me 100% the truth but it don't make sense anyway why he would change a vital piece of information his first name as if he went to withdraw surely he would be asked for proof etc which he knows.

Now the bit that gets me is if the first name is totally incorrect how did they verify his account and allow him to deposit £2600 when even the ccard wouldn't have matched etc.

Either they are lying or there is a serious issue with their systems.

If the first name was Thomas then they put Tom that is an example of how you could be verified (I know from experience) and paid even if your name says Thomas on the passport. But the Gamestop system would not pick up from that similarity as it would have Thomas registered.

Pete - Peter
Nick - Nicholas

Is that what happened?

 

[Bonus_Hunter2022]

If the first name was Thomas then they put Tom that is an example of how you could be verified (I know from experience) and paid even if your name says Thomas on the passport. But the Gamestop system would not pick up from that similarity as it would have Thomas registered.

Pete - Peter
Nick - Nicholas

Is that what happened?

No it was a completely different name more like...

Steve - John

 

[SpinUk]

No the transaction would not get declined. There are people here that would know better than me but I think welcome emails are automatic and would use the details used to sign up, so we can agree the person used a different name. If the named person does not match at the address I don't know how it was electronically verified.

Correct authentication sometimes done on surname with some banks as well as CCV and postcode.

 

[Bonus_Hunter2022]

I understand why people are quick to jump at people when they try and get around the system but i think the casinos just love these type of people as how can they allow something to happen. As we know due to recent regulations you have to be verified before depositing. Now can anyone explain how this was verified if the name was incorrect it seems they know what they are doing and it's disgusting but that's just my view.

 

[colinsunderland]

Ok So they have advised what name was used but it is a blatant lie from them. I know my brother can lie to me and obviously not tell me 100% the truth but it don't make sense anyway why he would change a vital piece of information his first name as if he went to withdraw surely he would be asked for proof etc which he knows.

Now the bit that gets me is if the first name is totally incorrect how did they verify his account and allow him to deposit £2600 when even the ccard wouldn't have matched etc.

Either they are lying or there is a serious issue with their systems.

I very much doubt they are lying if I'm being honest. This isn't a 2 bit casino with a few customers, it's William Hill, and although £2600 is probably a lot to your brother, it is literally pennies to them.
Get him to forward you the welcome email, that will tell you what it was registered as. Or do a SAR and get the information from them.
As to why would he use a different name, I think you know the answer to that.

 

[colinsunderland]

I understand why people are quick to jump at people when they try and get around the system but i think the casinos just love these type of people as how can they allow something to happen. As we know due to recent regulations you have to be verified before depositing. Now can anyone explain how this was verified if the name was incorrect it seems they know what they are doing and it's disgusting but that's just my view.

They will have checked the surname and age, thats all they need to check.

 

[pinnit2014]

Correct authentication sometimes done on surname with some banks as well as CCV and postcode.

Is it standard across card providers to do so?

Been times Mrs P has said 'use my card' if buying something online (non casino obvs) and the transaction goes through but there 's been a few times where it didn't (but those are in the minority)

 

[dec2008mcl]

No it was a completely different name more like...

Steve - John

What did his bank say?

 

[colinsunderland]

Is it standard across card providers to do so?

Been times Mrs P has said 'use my card' if buying something online (non casino obvs) and the transaction goes through but there 's been a few times where it didn't (but those are in the minority)

no, usually its address more than anything else. When I was doing 'customer not present' transactions, we had to put the numbers from the postcode in, if they matched that was accepted.