GamStop failed me, what to do?

PegLola62

Newbie member
Joined
Oct 9, 2020
Location
London
Hi,

Last week I had a relapse, I have been signed up to GamStop since 2019. Earlier this year I changed my surname via deed poll.

Last week I relapsed and signed up to a gambling site with my new surname which was different to GamStop details and deposited and lost £1000. After feeling devastated about what I did, I rang GamStop and gave them my new surname, sent I my deedpoll and updated my email and phone number, this was on 28th September. It’s meant to update in 24 hours.

On 1st October I fell into the gambling trap again and deposited on another site and was able to open up and deposit, to which over the course of 7 days I spent a further £11k.

I wondered why I was able to do this I checked my GamStop and realised my new details wasn’t even on there, I called GamStop to find out why and they finally added it yesterday but it shows date added 8Th October, even though I added it 28th September before I spent the additional 11k.

I asked them to update it to reflect the date it was added, GamStop said it isn’t possible for them to do this and that the person who took my new details cancelled my request in error and has now received further retraining to ensure this doesn’t happen again.

Gamstop has failed me, the gambling companies refuse to refund me because it shows on my GamStop the details were added after I deposited even though that’s not the case, what can I do?
If GamStop hadn’t failed me I wouldn’t of been able to spend that additional 11k.
 

greylady

Behind every great man is a woman rolling her eyes
Joined
Jan 30, 2017
Location
Scotland
Have you any evidence to the effect that shows you contacted GamStop on 28th September?

If not I wouldn't imagine there is much that can be done as the fault lies with GamStop and through no fault with the casino imo.
 

PegLola62

Newbie member
Joined
Oct 9, 2020
Location
London
Yeah I have evidence of sending my deedpoll in. GamStop are aware and admit that I did request it on 28th and did hold their hands up that the person failed to add it by mistake. But these gambling companies will just say, well it was GamStop fault not ours.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
It's purely between You and Gamstop, no any gambling company refund you if your details were not updated in Gamstop, casinos only can make checks to GS database and block players who are registered there (assuming that enough of details are matching). If Gamstop themselves confirmed (and you can see it in your Gamstop file which you can print as PDF from their site) that changes only took effect 8th of October, no casino can recognize your new details before.

Would try to contact Gamstop and try to get them to agree that they have failed. If you have made phone call, you at least should have that in your call history which you could use as argument if your details got updated (even with delay) and your only contact with them have been 28th of September and if they promised it be effective in 24 hours. They can clearly see when some new details been entered their database and who have done it, all these kind of updates in databases can be easily traced.

It seems that your details have not been updated very fast, sounds really weird that somebody just take your details during the phone call and then update database so many days later. Show them that your only contact with them have been 28th and after that you only contacted them much later. They should have good explanation why your details are updated so late and they also can see it if these are updated by you or them (should be done by them in this case as you said you rang them).
 

PegLola62

Newbie member
Joined
Oct 9, 2020
Location
London
It's purely between You and Gamstop, no any gambling company refund you if your details were not updated in Gamstop, casinos only can make checks to GS database and block players who are registered there (assuming that enough of details are matching). If Gamstop themselves confirmed (and you can see it in your Gamstop file which you can print as PDF from their site) that changes only took effect 8th of October, no casino can recognize your new details before.

Would try to contact Gamstop and try to get them to agree that they have failed. If you have made phone call, you at least should have that in your call history which you could use as argument if your details got updated (even with delay) and your only contact with them have been 28th of September and if they promised it be effective in 24 hours. They can clearly see when some new details been entered their database and who have done it, all these kind of updates in databases can be easily traced.

It seems that your details have not been updated very fast, sounds really weird that somebody just take your details during the phone call and then update database so many days later. Show them that your only contact with them have been 28th and after that you only contacted them much later. They should have good explanation why your details are updated so late and they also can see it if these are updated by you or them (should be done by them in this case as you said you rang them).

Yes, I have proof they’ve admitted they made a mistake, here’s the email.
But what do I do from here?
 

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paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Sorry do not think there is much you can do.

Also do not see why companies should refund you as you have signed up to them with a different surname , phone number and email address as to what you have on Gamstop.

It might say it takes 24 hours to update details normally but many places are working severely understaffed due to Covid etc.

But main thing is why if you are having a relapse would you then go to Gamstop change your details and then deposit another 11k. Surely if you knew you were relapsing and went to Gamstop to change your details you would have stayed away from casinos the next day. But instead you went back to them right away. If that is the case then i think you need a lot more help than Gamstop.

Also i would have thought if you had such a gambling problem first thing you would have done when you changed your name and all your details would have been to go straight to Gamstop not wait months till you managed to sign up to many more casinos.

Might be hard but the only thing that failed was yourself. I know it is hard if you lose control but think you should be looking for more than Gamstop to help you.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Yeah I have evidence of sending my deedpoll in. GamStop are aware and admit that I did request it on 28th and did hold their hands up that the person failed to add it by mistake. But these gambling companies will just say, well it was GamStop fault not ours.

Bolded part is 100% true and correct. They can't exclude details which don't exist, so no worth to waste time with them but try to make Gamstop responsible about their mistakes. Another hand, in their T&C:s you agree that you don't try to open any new accounts or access existing ones so not sure how much they take responsibilities about their mistakes.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Yes, I have proof they’ve admitted they made a mistake, here’s the email.
But what do I do from here?

If they don't want to refund you, then there's not much to be done. Ask them that if you provide proof of all your losses during that period, do they refund lost amount for you.

My guess is that they don't do that as they they just apologies about the delay, they can rely to their T&C:s that that you have agreed not to create new accounts etc... and been in breach of these by doing it.

Have no idea if you have any hope to get your losses covered, my pessimist guess is that they are not refunding all your losses, they probably don't have kind of funds for refunds etc.... Did you ask them and what they replied?
 

News Hound

Casinomeister News
Staff member
CAG
MM
Joined
Feb 15, 2019
GamStop is good, but not infallible as you have found. I would seriously consider installing something like BetBlocker on all your devices.
You do not have permission to view link Log in or register now.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
And as all these exclusions and blockers can be passed when willing enough, take some further actions to make sure you don't have access to too much funds at once etc... arrangements. If you have somebody who could help you to control your funds and that you only have access to limited amount at the time, could really help when having sudden gambling blackout and possibly losing all you can.
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
Pretty sure if only surname was changed, you got blocked. But if all of a sudden 3 data sets from the gamstop registration change, yes you can play anywhere.

Also it is your responsibility to make sure you details at gamstop are up to date. Given that you changed your surname earlier this year, you had plenty of time to make sure your details were up to date at GamStop.

I'm afraid that neither the casino or gamstop can help you to recover the lost deposits.

Kr. Jan
 

PegLola62

Newbie member
Joined
Oct 9, 2020
Location
London
I’m well aware of my own actions. And do take responsibility for them. and I’m already in help for my addiction.

But let’s not beat it around the bush that many of these companies are sneaky and know full well that the person is excluded.

One casino in particular I gambled with was completely negligent. I signed up and uploaded my ID. I deposited £xxxx within 24 hours Which was over 10 deposit transactions. I get an email from them later that day that they noticed my gambling was a high risk.

so I attempted to set a deposit limit and the minimum daily deposit limit I could set was £10,000. That’s completely out of UKGC guidelines.

Yet, continued to allow me to deposit double my first amount in another 24 hours with another 10 transactions and did nothing.

I did screen shot the deposit limit page for proof.
 
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Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I’m well aware of my own actions. And do take responsibility for them. and I’m already in help for my addiction.

But let’s not beat it around the bush that many of these companies are sneaky and know full well that the person is excluded.

One casino in particular I gambled with was completely negligent. I signed up and uploaded my ID. I deposited £xxxx within 24 hours Which was over 10 deposit transactions. I get an email from them later that day that they noticed my gambling was a high risk.

so I attempted to set a deposit limit and the minimum daily deposit limit I could set was £10,000. That’s completely out of UKGC guidelines.

Yet, continued to allow me to deposit double my first amount in another 24 hours with another 10 transactions and did nothing.

I did screen shot the deposit limit page for proof.

I'm pretty sure that if you would have contacted them, they would have helped you to set what ever deposit limit you find sufficient, but instead you decided to take screenshot that you can't set it smaller than 10k and then deposit lot after that. You could contact support right away if you had problems in your limits setting, instead of trying to claim afterwards that it was impossible to set smaller limits.

It's pretty useless try to claim casinos from Gamstop failures or if you were not able to set limit but didn't bother to contact support to get them sort it for you if there was some clitch which did prevent you.

Forget and learn from lesson.
 

Halvor

Experienced Member
Joined
Apr 3, 2018
Location
Malta
so I attempted to set a deposit limit and the minimum daily deposit limit I could set was £10,000. That’s completely out of UKGC guidelines.

Yet, continued to allow me to deposit double my first amount in another 24 hours with another 10 transactions and did nothing.

I did screen shot the deposit limit page for proof.

As proof of what exactly? That your deposits should be refunded if you ended up losing? Surely it would have been less work to contact their support and ask for help setting a limit.
 

Lameloball

Newbie member
Joined
Apr 2, 2021
Location
London
Forgive me - are we saying that if you were to change your name by Deed poll then you it is effectively a means of bypassing Gamstop protocols. I would have thought that standard Credit Checks/ID &V would map back to the same person. The concern is that desperate people will make subtle name changes to bypass the Gamstop rules?
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
With all d
Hi,

Last week I had a relapse, I have been signed up to GamStop since 2019. Earlier this year I changed my surname via deed poll.

Last week I relapsed and signed up to a gambling site with my new surname which was different to GamStop details and deposited and lost £1000. After feeling devastated about what I did, I rang GamStop and gave them my new surname, sent I my deedpoll and updated my email and phone number, this was on 28th September. It’s meant to update in 24 hours.

On 1st October I fell into the gambling trap again and deposited on another site and was able to open up and deposit, to which over the course of 7 days I spent a further £11k.

I wondered why I was able to do this I checked my GamStop and realised my new details wasn’t even on there, I called GamStop to find out why and they finally added it yesterday but it shows date added 8Th October, even though I added it 28th September before I spent the additional 11k.

I asked them to update it to reflect the date it was added, GamStop said it isn’t possible for them to do this and that the person who took my new details cancelled my request in error and has now received further retraining to ensure this doesn’t happen again.

Gamstop has failed me, the gambling companies refuse to refund me because it shows on my GamStop the details were added after I deposited even though that’s not the case, what can I do?
If GamStop hadn’t failed me I wouldn’t of been able to spend that additional 11k.
With all due respect you failed yourself if u had of won and cashed out we wouldn't be reading this post...
I'm out
 

razor8

Potty mouthed Troll
Joined
Apr 3, 2021
Location
At home
With all d

With all due respect you failed yourself if u had of won and cashed out we wouldn't be reading this post...
I'm out

Yeah. Gamstop is only one helpful tool in combating problem gambling.

The real failure here was the fact that you deposited 11k.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Gamstop combined with the new "verification" checks should be enough to stop this happening in a general sense. However, there are unique circumstances and this one is absolutely unique.
 
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