- Joined
- Mar 12, 2019
- Location
- Nottingham
Hi all.
Before we start I’ll make it clear this is another one of those “I gambled whilst self excluded” threads.
Last April I released enough was enough, I joined GamStop, it felt a great relief.
I have also excluded through Sense which my local Grosvenor handled in an excellent manner.
All was good until I got the overwhelming urge.
To cut it short I signed up to a UGKC licensed casino, I’ll will restrain from naming them at this point.
Admittedly my address was different on the registrations (since updated with GS) due to moving in September last year.
I had a small number of small deposits over a week or so period, lost.
Payday comes and I do I think it was £800 in around 10-12 deposits I believe it was.
I felt sick, I approached said companies live chat to self exclude.
They said why?
I said I have a gambling issue and have been registered with GS since last April.
They said OK we”ll block you etc etc (more on this later) they said we”ll be in touch after reviewing the account to see if any refunds are due (I never asked for one)
I sent the PDF from my GS a account to confirm this.
They came back and said oh details don’t match so tough we keep the deposits.
I queried what didn’t match, they replied we only get a yes or no answer.
Clearly that’s bullshit as I sent them the PDF, it was my address.
Name, DOB,email and mobile number all match.
I asked for clarification on if I’d won would I have been paid, I had to wait until it escalated to the Fraud and Risk Manager to get a reply which was no, we retain deposits and winnings once we realise you are self excluded, hmm.
Whilst this was going backwards and forwards I contacted another casino in the same group to check the self exclusion had been transferred.
This was due to the original mentioned casino sending a deposit bonus offer the day after I asked live chat to exclude me.
They argue that it was sent after self exclusion because it’s not self exclusion until it’s dealt with by the accounts department!! Really?
Anyways, the second casino said your account has been closed since XYZ date (years) but it isn’t self excluded!!!
Wow again so 72 hours after I notify the live chat at casino 1, casino 2 in the same grouo had no idea.
The final response came from the F and R manager saying nope you tried to circumvent the system.
Previously discussed topic followed, compulsion etc
They said complain to IBAS, I did and they said they can’t help as only the UKGC can rule in this situation.
I contacted GamStop for clarification after I’d read here that there are 3 possibly 4 required trigger points for GS to notify correctly, I had 4. (Original casino was sent a passport scan to confirm name and DOB) and the GamStop PDF showed the email and phone number.
So, the crux, GS in no uncertain terms on live chat said that the original casino had not conducted FULL check as purely a phone number and email address should flag their system to warm them its a self excluded gambler trying to register (they claim they did KYC which checked out, not sure how if the information I provided was supposedly wrong)
I have a transcript from GS chat which in black and white says this casino should have prevented me gambling.
Do I have anything to go on here for a refund, I’m now of the opinion that I should have this as their internal system has not been used to even its most basic potential?
I had no way of financially gaining here if they would not have paid me even if I’d won and provided personal details that are correct and can be proved with my passport, phone bill and email trails so I’m not trying to swindle the system I have a compulsion which until this incident I had proudly controlled for nearly a year.
I welcome all reply’s even the critical ones, none of us are perfect so I’m not a crying victim of my own lack of self discipline.
Before we start I’ll make it clear this is another one of those “I gambled whilst self excluded” threads.
Last April I released enough was enough, I joined GamStop, it felt a great relief.
I have also excluded through Sense which my local Grosvenor handled in an excellent manner.
All was good until I got the overwhelming urge.
To cut it short I signed up to a UGKC licensed casino, I’ll will restrain from naming them at this point.
Admittedly my address was different on the registrations (since updated with GS) due to moving in September last year.
I had a small number of small deposits over a week or so period, lost.
Payday comes and I do I think it was £800 in around 10-12 deposits I believe it was.
I felt sick, I approached said companies live chat to self exclude.
They said why?
I said I have a gambling issue and have been registered with GS since last April.
They said OK we”ll block you etc etc (more on this later) they said we”ll be in touch after reviewing the account to see if any refunds are due (I never asked for one)
I sent the PDF from my GS a account to confirm this.
They came back and said oh details don’t match so tough we keep the deposits.
I queried what didn’t match, they replied we only get a yes or no answer.
Clearly that’s bullshit as I sent them the PDF, it was my address.
Name, DOB,email and mobile number all match.
I asked for clarification on if I’d won would I have been paid, I had to wait until it escalated to the Fraud and Risk Manager to get a reply which was no, we retain deposits and winnings once we realise you are self excluded, hmm.
Whilst this was going backwards and forwards I contacted another casino in the same group to check the self exclusion had been transferred.
This was due to the original mentioned casino sending a deposit bonus offer the day after I asked live chat to exclude me.
They argue that it was sent after self exclusion because it’s not self exclusion until it’s dealt with by the accounts department!! Really?
Anyways, the second casino said your account has been closed since XYZ date (years) but it isn’t self excluded!!!
Wow again so 72 hours after I notify the live chat at casino 1, casino 2 in the same grouo had no idea.
The final response came from the F and R manager saying nope you tried to circumvent the system.
Previously discussed topic followed, compulsion etc
They said complain to IBAS, I did and they said they can’t help as only the UKGC can rule in this situation.
I contacted GamStop for clarification after I’d read here that there are 3 possibly 4 required trigger points for GS to notify correctly, I had 4. (Original casino was sent a passport scan to confirm name and DOB) and the GamStop PDF showed the email and phone number.
So, the crux, GS in no uncertain terms on live chat said that the original casino had not conducted FULL check as purely a phone number and email address should flag their system to warm them its a self excluded gambler trying to register (they claim they did KYC which checked out, not sure how if the information I provided was supposedly wrong)
I have a transcript from GS chat which in black and white says this casino should have prevented me gambling.
Do I have anything to go on here for a refund, I’m now of the opinion that I should have this as their internal system has not been used to even its most basic potential?
I had no way of financially gaining here if they would not have paid me even if I’d won and provided personal details that are correct and can be proved with my passport, phone bill and email trails so I’m not trying to swindle the system I have a compulsion which until this incident I had proudly controlled for nearly a year.
I welcome all reply’s even the critical ones, none of us are perfect so I’m not a crying victim of my own lack of self discipline.