Gamstop issue

Jack1983

Newbie member
Joined
Aug 6, 2019
Location
Chichester
Hello,
I would like to seek some advice.
I am a gambling addict and joined Gamstop in October 2018. I thought I had added both my past (iCloud) and current (hotmail) email address.
A few months ago I broke my phone and went back to using my hotmail address as couldn’t get into the iCloud one.
Accessing my emails I had lots of offers from a well known gambling site and managed to ignore them for a little while but soon gave in and looked up my old log in details to give it a go. Surprisingly for me I managed to log in and deposit, unsurprisingly this led to months of losing money with only one small win after lots of losses. They paid out the win and continued to let me play until realisation hit about what I’d got myself back into and I messaged them and Gamstop to stop myself being allowed to continue.
Although I accept the blame I also have felt confusion due to the fact I haven’t been able to get onto any other sites whichever email address is registered to but this one have said my email wasn’t with Gamstop but I updated my primary email to my hotmail email it shows on my certificate of Gamstop registration as the date I made it my primary one being the date the hotmail address was added.
Due to this the casino are saying I have no right to losses back because it was an email address not registered with Gamstop, they also say that I had a different address than their records show (I can’t access any of my account as asked to be blocked from doing so) however I have asked them if this is the case how I was allowed to deposit and withdraw using a bank card which would be registered to the address I’ve been at for the last 5 years (I must have joined the casino site before this)
Also, I have highlighted to them that there was a 9 month break between receiving any communications from them from just before I joined Gamstop and they are now ignoring my emails despite me asking them to provide a reason for this if it wasn’t down to my Gamstop registration as seems a bit of a coincidence considering before and after this time period I have received around 1 a week.
Does anybody have any advice on what I can do next? Should I give up or does it seem they have overlooked some matters?
Many thanks in advance for any advice!
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
There’s a very similar thread like this on another forum but on that one it was something to do with the OP going to there mother’s house and using the said WiFi.
Then some how receiving offers to their email addresses yada yada yada anyhows the casinos refused refunds if I knew how to post a link I would..
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
There’s a very similar thread like this on another forum but on that one it was something to do with the OP going to there mother’s house and using the said WiFi.
Then some how receiving offers to their email addresses yada yada yada anyhows the casinos refused refunds if I knew how to post a link I would..
You mean like this one?
https://www.casinomeister.com/forum...-the-popular-online-casino.86383/#post-985775
Simply find the thread/page you want, copy the url from the browser address bar, then paste it in your post - the forum does the rest and will present it as a link automatically.
:thumbsup:
 

Jack1983

Newbie member
Joined
Aug 6, 2019
Location
Chichester
There’s a very similar thread like this on another forum but on that one it was something to do with the OP going to there mother’s house and using the said WiFi.
Then some how receiving offers to their email addresses yada yada yada anyhows the casinos refused refunds if I knew how to post a link I would..
Thank you, that post states they joined after the ban, I’m confused as I must have joined years ago with an old address etc and don’t know where I stand with the whole bank card being registered to current address etc
 

psyman

Newbie member
PABnononaccred2
Joined
Oct 24, 2017
Location
UK
I have had a similar problem with CasinoJoy. I registered with Gamstop late last year but the addict in me sometimes takes over and recently I managed to sign up with CasinoJoy. I lost of course and requested refunds. They asked for Gamstop to send them my details and then claimed that I had used a different postcode, email address and mobile number when signing up.

I pointed out to them that the postcode was correct and the same one that Gamstop has - they admitted they made a mistake there. My email and phone number were different to what Gamstop has for me but surely this wouldnt be enough for me to be able to sign up and play.

Anyway despite numerous emails to CasinoJoy they refused to refund me. I think there is a major flaw in the system if you can sign up with mostly the correct details and still be allowed to gamble.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I have had a similar problem with CasinoJoy. I registered with Gamstop late last year but the addict in me sometimes takes over and recently I managed to sign up with CasinoJoy. I lost of course and requested refunds. They asked for Gamstop to send them my details and then claimed that I had used a different postcode, email address and mobile number when signing up.

I pointed out to them that the postcode was correct and the same one that Gamstop has - they admitted they made a mistake there. My email and phone number were different to what Gamstop has for me but surely this wouldnt be enough for me to be able to sign up and play.

Anyway despite numerous emails to CasinoJoy they refused to refund me. I think there is a major flaw in the system if you can sign up with mostly the correct details and still be allowed to gamble.

Should have been detected if only email address was different. If they first stated that your postcode and email were different and that's why you were not matched to GS, then they admitted that postcode was same, they actually have admitted that they should have detected your registration.

Only email changed it shouldn't be possible to get over GS exclusion, there must be other detail which is not matching (phone number is not relevant and not part of that check).
 

psyman

Newbie member
PABnononaccred2
Joined
Oct 24, 2017
Location
UK
Should have been detected if only email address was different. If they first stated that your postcode and email were different and that's why you were not matched to GS, then they admitted that postcode was same, they actually have admitted that they should have detected your registration.

Only email changed it shouldn't be possible to get over GS exclusion, there must be other detail which is not matching (phone number is not relevant and not part of that check).

Below is the actual email received from them, they are adamant that they will not refund me:-

Thank you for getting back to us.
You are correct that the postcode is included on your Gamstop registration - apologies about that!
Unfortunately though your email address and mobile number were still not matching the details which you registered on Gamstop.
As these details were not matching, the Gamstop system would not recognise you as the same person registered on their system.
Please ensure you update all email addresses/mobile numbers on your Gamstop registration to prevent this happening in future.
As I mentioned earlier – as Gamstop state on their confirmation email that '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.'
Apologies if this is not the outcome which you were hoping for, but please be advised our decision is in line with Gamstop's own complaints procedure.
Kind regards,
Casino Joy Complaints
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Your all details were not matching and you did try to register new gambling account, but phone number is not one of these which are checked against your details in GS.

Gamstop should recognize you if only your email is not matching. Tone of their reply is bit explaining and telling you should not etc... which is true that it's breach against GS to try it, but still only email differing in details you should have been spotted by GS.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
I have now, do you have any advice?
if your address was different along with your email address and phone number then don't think you have much chance tbh. As much as I think Gamstop have a long way to go before they are actually fit for purpose, changing that much does make it much harder to detect a SE'd customer. If you want to check the address WH have either try live chat or request a SAR from them.
 

Jack1983

Newbie member
Joined
Aug 6, 2019
Location
Chichester
if your address was different along with your email address and phone number then don't think you have much chance tbh. As much as I think Gamstop have a long way to go before they are actually fit for purpose, changing that much does make it much harder to detect a SE'd customer. If you want to check the address WH have either try live chat or request a SAR from them.
Thank you but how about being able to deposit with a bank card registered to a different address?
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Thank you but how about being able to deposit with a bank card registered to a different address?

Most of the time, address checks on a card payment aren't carried out. I'm still using a Barclays card that is registered to my old address from 2013 which I have deposited and withdrew with on many many occasions since then. Really must get to the bank to change the address at some point lol
 

Playford7

Permanent Ban: Too much flaming
MM
Joined
Jul 10, 2016
Location
North east England
This whole self exclusion thing is a mess.
Doesn’t work half the places it should, casinos not signing upto it in the uk, streamers like chip promoting them.. it’s a farce.
Then the heathens wanting deposits back as they lost and can’t control it..
Gambling is a choice, you can’t expect a tool on the net to manage your finances and pay your bills for you.
Personal responsibility springs to mind.
 

Chipmonkz

Flaming - slagging off on Casinomeister
Joined
Apr 7, 2017
Location
UK
This whole self exclusion thing is a mess.
Doesn’t work half the places it should, casinos not signing upto it in the uk, streamers like chip promoting them.. it’s a farce.
Then the heathens wanting deposits back as they lost and can’t control it..
Gambling is a choice, you can’t expect a tool on the net to manage your finances and pay your bills for you.
Personal responsibility springs to mind.
I don’t promote any casinos not on gamstop ??
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
This whole self exclusion thing is a mess.
Doesn’t work half the places it should, casinos not signing upto it in the uk, streamers like chip promoting them.. it’s a farce.
Then the heathens wanting deposits back as they lost and can’t control it..
Gambling is a choice, you can’t expect a tool on the net to manage your finances and pay your bills for you.
Personal responsibility springs to mind.

Chip addressed the Conquestador matter as soon as he read that thread and instantly removed them from the casinos he promotes . Really not sure why you are calling him out here ?
 
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