Gamstop, operators refusing to re-open accounts when self-exclusion ends

[Mr_Slot5]

Yes u have to inform GameStop u want the exclusion to end they then give u a 24 hour cool off followed by a phone interview and then another 24 hours for it to filter thru to the casinos apparently.
I did try and log in by the next morning all my accounts had been locked I don’t have a clue how the likes of William hill knew my exclusion had ended as I said my WH account was up and running without any contact from myself.

Well I'll be telling them I don't wish to have a phone interview. I hate speaking on the phone to strangers. So awkward. I'm guessing it's your right to be removed regardless? Think I'll be emailing instead.

 

[Slottery]

Well I'll be telling them I don't wish to have a phone interview. I hate speaking on the phone to strangers. So awkward. I'm guessing it's your right to be removed regardless? Think I'll be emailing instead.

If they really want to phone you, do you then be self-excluded rest of your life?

 

[Mr_Slot5]

If they really want to phone you, do you then be self-excluded rest of your life?

It's not their decision to make

 

[Slottery]

It's not their decision to make

If they refuse to remove your SE without nice phone chat?

 

[Mr_Slot5]

If they refuse to remove your SE without nice phone chat?

They can't. It's not within their remit. A request to be taken off a 3rd party exclusion list after the sign up period has to be upheld regardless. Whether the request comes via phone, email or carrier pigeon.

 

[Slottery]

They can't. It's not within their remit. A request to be taken off a 3rd party exclusion list after the sign up period has to be upheld regardless. Whether the request comes via phone, email or carrier pigeon.

Don't underestimate stupidity of UK regulators

 

[Mr_Slot5]

Don't underestimate stupidity of UK regulators

Fair point

 

[irish-ranger]

Well I'll be telling them I don't wish to have a phone interview. I hate speaking on the phone to strangers. So awkward. I'm guessing it's your right to be removed regardless? Think I'll be emailing instead.

They wouldn’t lift it unless they have a verbal conversation as my ban was due to end on a Thursday the 24 hr cool off took me to Friday night at 23:45hrs (yes 6 months right down to the time the exclusion started) the GameStop people don’t work weekends (live chat must be a call centre).
So in theory my exclusion ended 5 days after my 6 month point it’s a bloody ball ache at times I felt I was talking to a Presbyterian minister.

 

[Mr_Slot5]

They wouldn’t lift it unless they have a verbal conversation as my ban was due to end on a Thursday the 24 hr cool off took me to Friday night at 23:45hrs (yes 6 months right down to the time the exclusion started) the GameStop people don’t work weekends (live chat must be a call centre).
So in theory my exclusion ended 5 days after my 6 month point it’s a bloody ball ache at times I felt I was talking to a Presbyterian minister.

Well then there's issues as any request to be taken off the Gamstop register after the exclusion period should be actioned upon said request. You have the right to request that your information is taken off their system.

Beginning to wish I'd never bothered with it.

 

[Jm2507]

I don’t see the point of gamstop. I moved house only 5 doors away and I was allowed to open new accounts. I mean my name and date of birth didn’t change but these don’t identify you properly

 

[irish-ranger]

I don’t see the point of gamstop. I moved house only 5 doors away and I was allowed to open new accounts. I mean my name and date of birth didn’t change but these don’t identify you properly

On signing up it does state that it’s your responsibility to update personal details if a change happens.
No doubt if you attempted cashing on on the new accounts you probably would have faced issues.

 

[Mr_Slot5]

So, back in May I excluded through Gamstop as I wanted a 6 month break from gambling- I thought 'great I can use Gamstop as a one stop solution so I'm not tempted to deposit ANYWHERE, not even the odd tenner'. Fast forward 6 months and last Friday my minimum exclusion length elapsed- so on the following Monday I ask to be removed from the register. I get asked some questions and told there would be a 24 hour cool off period from that point before I can be removed by 'head office'.

Well here I am some days later and my exclusion is still showing as 'active', awaiting the elusive email that they promised would be coming to confirm the exclusion being lifted. If it doesn't get done later today then it'll be Monday at the earliest as head office don't work weekends- a full week after asking for it to be removed. A pretty crap experience trying to get taken off the exclusion register if I'm honest. Will not bother with it again.

 

[irish-ranger]

So, back in May I excluded through Gamstop as I wanted a 6 month break from gambling- I thought 'great I can use Gamstop as a one stop solution so I'm not tempted to deposit ANYWHERE, not even the odd tenner'. Fast forward 6 months and last Friday my minimum exclusion length elapsed- so on the following Monday I ask to be removed from the register. I get asked some questions and told there would be a 24 hour cool off period from that point before I can be removed by 'head office'.

Well here I am some days later and my exclusion is still showing as 'active', awaiting the elusive email that they promised would be coming to confirm the exclusion being lifted. If it doesn't get done later today then it'll be Monday at the earliest as head office don't work weekends- a full week after asking for it to be removed. A pretty crap experience trying to get taken off the exclusion register if I'm honest. Will not bother with it again.

I had the same problem took me 10 days to get off their register at least another 3 weeks to get all my accounts up and running some were opened automatically on the day the exclusion ended.
Some still aren’t open
Gamesys sites Virgin casino ETC they say they can’t re open accounts after Gamstop as their systems won’t allow it.

Unibet/32 red I give up as they don’t seem that interested

Betfair group lifetime ban no biggie as there are better operators out there

Casumo eventually got account open after going thru full KYC and supplying evidence from Gamstop

I will say this keep all emails and chat transcripts from Gamstop as various casinos will ask for them.

Going by your original post I’d say your already removed from the register the problem is a lot of the casinos system don’t seem to pick up your not longer under exclusion.

This is were the ball ache will start for you having to supply them the evidence if u have a William hill account try logging in and see if it’s up and running.

 

[Mr_Slot5]

I had the same problem took me 10 days to get off their register at least another 3 weeks to get all my accounts up and running some were opened automatically on the day the exclusion ended.
Some still aren’t open
Gamesys sites Virgin casino ETC they say they can’t re open accounts after Gamstop as their systems won’t allow it.

Unibet/32 red I give up as they don’t seem that interested

Betfair group lifetime ban no biggie as there are better operators out there

Casumo eventually got account open after going thru full KYC and supplying evidence from Gamstop

I will say this keep all emails and chat transcripts from Gamstop as various casinos will ask for them.

Going by your original post I’d say your already removed from the register the problem is a lot of the casinos system don’t seem to pick up your not longer under exclusion.

This is were the ball ache will start for you having to supply them the evidence if u have a William hill account try logging in and see if it’s up and running.

Well here's the thing, I did a test to see if I had been taken off after the cool off period had elapsed- at a casino I signed up to but never play at. As soon as I tried to log in my account was blocked and I got an email saying my exclusion from the casino had been set up.

I don't know what the hell is going on.

I purposefully haven't logged into any of my casino accounts whilst the exclusion through Gamstop was in effect as to avoid the ball ache now. So I'm hesitant to try logging in anywhere else.

 

[irish-ranger]

Well here's the thing, I did a test to see if I had been taken off after the cool off period had elapsed- at a casino I signed up to but never play at. As soon as I tried to log in my account was blocked and I got an email saying my exclusion from the casino had been set up.

I don't know what the hell is going on.

I purposefully haven't logged into any of my casino accounts whilst the exclusion through Gamstop was in effect as to avoid the ball ache now. So I'm hesitant to try logging in anywhere else.

Don’t worry about logging in it won’t make any difference u need to hit live chat and inform them your exclusion has ended.
What accounts are you eager to get open??

 

[Mr_Slot5]

This is were the ball ache will start for you having to supply them the evidence if u have a William hill account try logging in and see if it’s up and running.

Nope, no joy logging into Will Hill, blocked account once more.

Like I say, I don't get it. Some people I know were up and running 24 hrs after asking to come off the exclusion register, playing again where they left off.

I called Gamstop yesterday and got through to someone who sounded as enthusiastic as someone in a paint drying competition, who duly fobbed me off saying it could take 7 working days to be taken off exclusion. Meh, I'm not that bothered as to chase it again, I just don't understand what could possibly take so long.

 

[EkJR]

@Mr_Slot5 @irish-ranger the problems above are just some of the issues with the service and exactly why the UKGC will not yet make it mandatory for operators to use.

 

[Mr_Slot5]

I'm able to log in and deposit at 32Red and William Hill now and my gamstop status has changed to 'previously active'.

Here's the strange thing...rather than trying to faff around reopening other accounts manually, I thought I'd give Unibet a whirl (as they have Play n Go) and sign up fresh. Pretty sure they're in same group as 32Red...however as soon as I created the account, I got 'account suspended' email saying they would have to do some checks and couldn't give me a reason as to why at this time.

As I understood it, casinos get a yes or no response from gamstop upon log in so I'm not too sure what Unibet are seeing here, maybe Mark might be able to shed some light?

I've tried logging in to Grosvenor, Betat, Videoslots and had no luck. So yes, coming off a Gamstop exclusion seems a ball ache.

 

[mack341]

I'm able to log in and deposit at 32Red and William Hill now and my gamstop status has changed to 'previously active'.

Here's the strange thing...rather than trying to faff around reopening other accounts manually, I thought I'd give Unibet a whirl (as they have Play n Go) and sign up fresh. Pretty sure they're in same group as 32Red...however as soon as I created the account, I got 'account suspended' email saying they would have to do some checks and couldn't give me a reason as to why at this time.

As I understood it, casinos get a yes or no response from gamstop upon log in so I'm not too sure what Unibet are seeing here, maybe Mark might be able to shed some light?

I've tried logging in to Grosvenor, Betat, Videoslots and had no luck. So yes, coming off a Gamstop exclusion seems a ball ache.

Did you already have a Unibet account, if so perhaps the system just detected an already existing account in the same name (details etc) so instead of a confirmation email the account is suspended?

It sounds like a hassle getting off this gamstop system when your exclusion has expired, just a heads up ladbrokes and coral have a few play n go now. [not sure if gala do but they're in the same group]

 

[Mr_Slot5]

Did you already have a Unibet account, if so perhaps the system just detected an already existing account in the same name (details etc) so instead of a confirmation email the account is suspended?

It sounds like a hassle getting off this gamstop system when your exclusion has expired, just a heads up ladbrokes and coral have a few play n go now. [not sure if gala do but they're in the same group]

Nope, never had a Unibet account I'm 99% sure. It can only be the expired Gamstop exclusion that has pulled up a red flag. If this is the case, then casino operators are seemingly getting more info from Gamstop than they're letting on, even after the exclusion has expired and you've requested to be removed...

I have a Ladbrokes account so I'll try and log in there at some point.

 

[mack341]

Nope, never had a Unibet account I'm 99% sure. It can only be the expired Gamstop exclusion that has pulled up a red flag. If this is the case, then casino operators are seemingly getting more info from Gamstop than they're letting on, even after the exclusion has expired and you've requested to be removed...

I have a Ladbrokes account so I'll try and log in there at some point.

I think you're right, say somebody has done a years exclusion or more, it would make sense that if they start to gamble again that operators keep a closer check on he/she's gambling levels compared to somebody who's never used gamstop.

So perhaps the use of gamstop at some time in the past, stays attached to your name and this information is shared between gamstop and the casinos. As long as it's not too intrusive/prohibitive and over nannying, I wouldn't have a problem with it.

Similar in a way to insurance when you have to disclose an illness or previous claims, it's part of a risk assessment but unlike insurance, casinos are required to continually risk assess, deposit by deposit, rather than only once a year.

 

[Mr_Slot5]

I think you're right, say somebody has done a years exclusion or more, it would make sense that if they start to gamble again that operators keep a closer check on he/she's gambling levels compared to somebody who's never used gamstop.

So perhaps the use of gamstop at some time in the past, stays attached to your name and this information is shared between gamstop and the casinos. As long as it's not too intrusive/prohibitive and over nannying, I wouldn't have a problem with it.

Similar in a way to insurance when you have to disclose an illness or previous claims, it's part of a risk assessment but unlike insurance, casinos are required to continually risk assess, deposit by deposit, rather than only once a year.

But if this is the case, then it needs to be made clear to customers.

Personally I did 6 months, I just wanted 6 months break where I wouldn't be tempted to deposit anywhere. I was under the impression that if I didn't attempt to log in, operators would not even be aware I'd excluded. I did it for me, not them.

But it is what it is.

 

[mack341]

But if this is the case, then it needs to be made clear to customers.

Personally I did 6 months, I just wanted 6 months break where I wouldn't be tempted to deposit anywhere. I was under the impression that if I didn't attempt to log in, operators would not even be aware I'd excluded. I did it for me, not them.

But it is what it is.

Yeah I agree, I would maybe like to use the 6 month option myself but if that meant I suddenly had an asterisk by my name for evermore, then no I wouldn't, which is a pity as it's a good way to help people control their gambling.

They should differentiate between the 6 month users and the 1 year plus, after the 6 month exclusion has expired the user should have their details removed from the system and databases. Otherwise you're going to put a lot of people off from using a very useful RG tool.

 

[EkJR]

Nope, never had a Unibet account I'm 99% sure. It can only be the expired Gamstop exclusion that has pulled up a red flag. If this is the case, then casino operators are seemingly getting more info from Gamstop than they're letting on, even after the exclusion has expired and you've requested to be removed...

I have a Ladbrokes account so I'll try and log in there at some point.

I'm.pretty sure that ,although part of the same group, they operate on different licences. It was the same for Ladbrokes and Coral/Gala which I found strange. You could be excluded at one and play at the other, speak to the same CS teams, same setup etc. Thought the UKGC might have asked for them to merge the licences.

 

[irish-ranger]

I'm able to log in and deposit at 32Red and William Hill now and my gamstop status has changed to 'previously active'.

Here's the strange thing...rather than trying to faff around reopening other accounts manually, I thought I'd give Unibet a whirl (as they have Play n Go) and sign up fresh. Pretty sure they're in same group as 32Red...however as soon as I created the account, I got 'account suspended' email saying they would have to do some checks and couldn't give me a reason as to why at this time.

As I understood it, casinos get a yes or no response from gamstop upon log in so I'm not too sure what Unibet are seeing here, maybe Mark might be able to shed some light?

I've tried logging in to Grosvenor, Betat, Videoslots and had no luck. So yes, coming off a Gamstop exclusion seems a ball ache.

Were as I couldn’t get back on to 32 red and still can’t nor uni bet the system is screwed up.
Yet no problems with videoslots some serious flaws.