The curse of GamStop

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Unless you never want to play for the rest of your life, I would advise steering clear of GamStop.

I signed up on a complete whim a year ago when I was saving hard for a trip to New Zealand (it seemed a good idea at the time. Anyway, I signed up for a year, set a reminder in my calendar, and forgot all about it. I stupidly assumed that one year after I started the self-exclusion, it would automatically finish and I'd be back where I started. Nothing could have been further from the truth.

On 9 November this year, my calendar reminder popped up on my screen. I decided to login to my 32Red account to have a go on my favourite slots. That's when it all started to go wrong. My password didn't work so I clicked the link to reset it. When it still didn't work, I contacted Live Chat for assistance. I got anything but assistance. I was treated like a criminal - "Why have you attempted to login to your account? Why have you chosen today? Why haven't you contacted GamStop? What is the reason for self-excluding in the first place? . . ." and on and on and on...

I had no idea I was supposed to contact GamStop but I did as I was advised only to find that the one year self-exclusion doesn't automatically end after one year (as one would assume). In fact, you have to plead and beg with them to allow exclusion. Only then will they agree to remove it (but not quite yet).

First, you have to wait until a member of the GamStop Gestapo calls you in order to conduct an interrogation. Then, you have to have a cooling off period (I can't remember how long) before undergoing a second interrogation. Having done all that, they finally agreed to remove the exclusion (but not quite yet). You have to have a further cooling off after the first cooling off thingie wotsit. Anyway, to cut a long story short, my GamStop account finally showed the words 'EXCLUSION REMOVED'. Hurrah (well, not quite yet).

I tried again to login to 32Red and again reset my password and again contacted Live Chat. This time, the person on Live Chat was even more accusatory than the first one. "Why have you again attempted to gain access to your account. Your self-exclusion with GamStop is still active." As it turns out, it takes a while for the word to get from GamStop to 32Red that it's finished. The 32Red chat operator was downright rude.

Anyway, it then turns out 32Red also have a cooling off wotsit period so I had to have a live chat, then call a number with a code word which then resulted in my receiving an email from a very nice person called Tony who said he was required to speak to me twice by telephone (sound familiar?).

I spoke with Tony, who I have to say for very nice and as helpful as he could be. He explained that he would have to call me again in a few days as a further cooling off period was required. He arranged to call me the following week but didn't. I replied to his email advising him that I was available for a call then a colleague of Tony's replied and I spoke with her instead.

Then hurrahh - they said it was all sorted and I could finally login to my account. Wrong!! Still unable to login. I've lost count of the number of emails I've exchanged with 32Red support now but they say their software developers don't seem to be able to remove the exclusion, even though they know I'm not under an exclusion. I've sent several follow-up emails requesting an update for they don't seem to be replying to my emails any more.

Is there anyone out there who has successfully managed to get their 32Red account reinstated after GamStop? I know I can play at other casinos but 32Red is my favourite. I've been a member since 2002. This all seems so unfair. I guess I have to accept that my beloved 32Red account is no more.
 
Last edited by a moderator:

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
When you signed up to Gamstop it was very clear that you wouldn't automatically get it removed, I know because I had a 6 months break too.

And yes it takes a while, I think it was about week for me, but I had no quarreles with that.
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Unless you never want to play for the rest of your life, I would advise steering clear of GamStop. I signed up on a complete whim a year ago when I was saving hard for a trip to New Zealand (it seemed a good idea at the time. Anyway, I signed up for a year, set a reminder in my calendar, and forgot all about it. I stupidly assumed that one year after I started the self-exclusion, it would automatically finish and I'd be back where I started. Nothing could have been further from the truth. On 9 November this year, my calendar reminder popped up on my screen. I decided to login to my 32Red account to have a go on my favourite slots. That's when it all started to go wrong. My password didn't work so I clicked the link to reset it. When it still didn't work, I contacted Live Chat for assistance. I got anything but assistance. I was treated like a criminal - "Why have you attempted to login to your account? Why have you chosen today? Why haven't you contacted GamStop? What is the reason for self-excluding in the first place? . . ." and on and on and on... I had no idea I was supposed to contact GamStop but I did as I was advised only to find that the one year self-exclusion doesn't automatically end after one year (as one would assume). In fact, you have to plead and beg with them to allow exclusion. Only then will they agree to remove it (but not quite yet). First, you have to wait until a member of the GamStop Gestapo calls you in order to conduct an interrogation. Then, you have to have a cooling off period (I can't remember how long) before undergoing a second interrogation. Having done all that, they finally agreed to remove the exclusion (but not quite yet). You have to have a further cooling off after the first cooling off thingie wotsit. Anyway, to cut a long story short, my GamStop account finally showed the words 'EXCLUSION REMOVED'. Hurrah (well, not quite yet). I tried again to login to 32Red and again reset my password and again contacted Live Chat. This time, the person on Live Chat was even more accusatory than the first one. "Why have you again attempted to gain access to your account. Your self-exclusion with GamStop is still active." As it turns out, it takes a while for the word to get from GamStop to 32Red that it's finished. The 32Red chat operator was downright rude. Anyway, it then turns out 32Red also have a cooling off wotsit period so I had to have a live chat, then call a number with a code word which then resulted in my receiving an email from a very nice person called Tony who said he was required to speak to me twice by telephone (sound familiar?). I spoke with Tony, who I have to say for very nice and as helpful as he could be. He explained that he would have to call me again in a few days as a further cooling off period was required. He arranged to call me the following week but didn't. I replied to his email advising him that I was available for a call then a colleague of Tony's replied and I spoke with her instead. Then hurrahh - they said it was all sorted and I could finally login to my account. Wrong!! Still unable to login. I've lost count of the number of emails I've exchanged with 32Red support now but they say their software developers don't seem to be able to remove the exclusion, even though they know I'm not under an exclusion. I've sent several follow-up emails requesting an update for they don't seem to be replying to my emails any more. Is there anyone out there who has successfully managed to get their 32Red account reinstated after GamStop? I know I can play at other casinos but 32Red is my favourite. I've been a member since 2002. This all seems so unfair. I guess I have to accept that my beloved 32Red account is no more.
Welcome to my world I'm still waiting on an answer from the 32red rep on reopening my account 16 months on, and the only other brands who wouldn't let me re open were Gamesys and GVC.
Just move on and forget about it there's better platforms out there.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Its pretty straightforward I think. When your Gamstop period comes to an end you contact them and confirm you either want it to continue or have it removed. Then under normal SE rules there is a cooling off period of 24 hours. You just need to discuss with the casino and you can confirm then that your fine to play...account reopened. It really isn't too much of an issue and went through it last year.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
Unless you never want to play for the rest of your life, I would advise steering clear of GamStop.

I signed up on a complete whim a year ago when I was saving hard for a trip to New Zealand (it seemed a good idea at the time. Anyway, I signed up for a year, set a reminder in my calendar, and forgot all about it. I stupidly assumed that one year after I started the self-exclusion, it would automatically finish and I'd be back where I started.

Nothing could have been further from the truth. On 9 November this year, my calendar reminder popped up on my screen. I decided to login to my 32Red account to have a go on my favourite slots. That's when it all started to go wrong. My password didn't work so I clicked the link to reset it. When it still didn't work, I contacted Live Chat for assistance. I got anything but assistance. I was treated like a criminal - "Why have you attempted to login to your account? Why have you chosen today? Why haven't you contacted GamStop? What is the reason for self-excluding in the first place? . . ." and on and on and on...

I had no idea I was supposed to contact GamStop but I did as I was advised only to find that the one year self-exclusion doesn't automatically end after one year (as one would assume). In fact, you have to plead and beg with them to allow exclusion. Only then will they agree to remove it (but not quite yet). First, you have to wait until a member of the GamStop Gestapo calls you in order to conduct an interrogation. Then, you have to have a cooling off period (I can't remember how long) before undergoing a second interrogation.

Having done all that, they finally agreed to remove the exclusion (but not quite yet). You have to have a further cooling off after the first cooling off thingie wotsit. Anyway, to cut a long story short, my GamStop account finally showed the words 'EXCLUSION REMOVED'. Hurrah (well, not quite yet). I tried again to login to 32Red and again reset my password and again contacted Live Chat. This time, the person on Live Chat was even more accusatory than the first one. "Why have you again attempted to gain access to your account.

Your self-exclusion with GamStop is still active." As it turns out, it takes a while for the word to get from GamStop to 32Red that it's finished. The 32Red chat operator was downright rude. Anyway, it then turns out 32Red also have a cooling off wotsit period so I had to have a live chat, then call a number with a code word which then resulted in my receiving an email from a very nice person called Tony who said he was required to speak to me twice by telephone (sound familiar?).

I spoke with Tony, who I have to say for very nice and as helpful as he could be. He explained that he would have to call me again in a few days as a further cooling off period was required. He arranged to call me the following week but didn't. I replied to his email advising him that I was available for a call then a colleague of Tony's replied and I spoke with her instead. Then hurrahh - they said it was all sorted and I could finally login to my account. Wrong!! Still unable to login.

I've lost count of the number of emails I've exchanged with 32Red support now but they say their software developers don't seem to be able to remove the exclusion, even though they know I'm not under an exclusion. I've sent several follow-up emails requesting an update for they don't seem to be replying to my emails any more.

Is there anyone out there who has successfully managed to get their 32Red account reinstated after GamStop? I know I can play at other casinos but 32Red is my favourite. I've been a member since 2002. This all seems so unfair. I guess I have to accept that my beloved 32Red account is no more.

Good Night one and all :D
 

Mark_32Red (retired acct)

Dormant account
Joined
May 23, 2008
Location
32Red Marketing Dpt
Hi Sue,

Sorry to hear of your trouble.

This is an ongoing issue and I’ll be amazed if it’s only affecting 32Red. Basically what happens when you sign up to GamStop they block you, but unless you attempt to log in to a gambling site we don’t get any visibility.

So then, when you try and log in, we check the Gamstop DB and it’s says your excluded. That’s all. No end date. So our system will basically exclude you indefinitely and we have to somehow manually verify you are no longer subscribed to Gamstop.

It sounds like we have tried to help but it also sounds like there is some miscommunication internally. If you’ve provided evidence you are no longer blocked on Gamstop you should be approved from our side.

Please send me a private message with your username and I’ll see what I can do.

Apologies again.
Mark
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Hi Sue,

Sorry to hear of your trouble.

This is an ongoing issue and I’ll be amazed if it’s only affecting 32Red. Basically what happens when you sign up to GamStop they block you, but unless you attempt to log in to a gambling site we don’t get any visibility.

So then, when you try and log in, we check the Gamstop DB and it’s says your excluded. That’s all. No end date. So our system will basically exclude you indefinitely and we have to somehow manually verify you are no longer subscribed to Gamstop.

It sounds like we have tried to help but it also sounds like there is some miscommunication internally. If you’ve provided evidence you are no longer blocked on Gamstop you should be approved from our side.

Please send me a private message with your username and I’ll see what I can do.

Apologies again.
Mark

Thank you Mark. I am aware that there is an ongoing issue with GamStop. However, after almost a month, I am still in the position whereby I'm unable to access my account. The support team had been in constant communication with me by telephone and email. In fact, at one point, they confirmed that the problem had been resolved and that I should be able to login. However, login wasn't possible and the last email I received was to inform me that there had been no response from the software team who had been assisting them. I've sent two or three follow-up emails, requesting an update but, as yet there as been no response. I get the feeling they've given up!

I've sent you a private message and appreciate your offer of assistance.
 

Attachments

  • 1.JPG
    1.JPG
    19.7 KB · Views: 7
  • 2.JPG
    2.JPG
    12.4 KB · Views: 7
Last edited:

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
For the avoidance of doubt, I confirm that I have been approved from your side. The problem appears to be a technical one.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
When you signed up to Gamstop it was very clear that you wouldn't automatically get it removed, I know because I had a 6 months break too.

And yes it takes a while, I think it was about week for me, but I had no quarreles with that.

Unlike you, I didn't take too much care to look into it deeply at the time of signing up. It was simply an inpulsive act on my part. I believe GamStop is a good thing but that it is hugely flawed in that it causes problems after the self-imposed period has elapsed. That should not be the case.

However, I have no particular issue with it taking a week or so to resolve - that's fair enough. My complaint is that it has now been a month and there is no sign of a resolution. GamStop confirmed that the exclusion is over. 32Red have confirmed the same thing yet they do not appear able to update their software in recognition of that fact. It is a technical issue.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Welcome to my world I'm still waiting on an answer from the 32red rep on reopening my account 16 months on, and the only other brands who wouldn't let me re open were Gamesys and GVC.
Just move on and forget about it there's better platforms out there.

That's such a shame. I wish I had realised GamStop causes problems like this before signing up with them. I know there are other platforms. However, after almost 18 years with 32Red, I was kind of fond of it. :)
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Paragraphs are not rocket science?.

A wall of text is unreadable, well i didn't bother reading it.

If you didn't read it then there's no need to comment. There was no malice in my post - the same can't be said for your replies. Thankfully, other people seem to be more friendly.

There's always one!
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
Its pretty straightforward I think. When your Gamstop period comes to an end you contact them and confirm you either want it to continue or have it removed. Then under normal SE rules there is a cooling off period of 24 hours. You just need to discuss with the casino and you can confirm then that your fine to play...account reopened. It really isn't too much of an issue and went through it last year.

Thank you for your reply. I'm aware of the cooling off period, etc. My problem is that 32Red are unable to reactivate my account due to a technical issue on their side, which was caused by my self-exclusion with GamStop.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Unless you never want to play for the rest of your life, I would advise steering clear of GamStop. I signed up on a complete whim a year ago when I was saving hard for a trip to New Zealand (it seemed a good idea at the time. Anyway, I signed up for a year, set a reminder in my calendar, and forgot all about it. I stupidly assumed that one year after I started the self-exclusion, it would automatically finish and I'd be back where I started. Nothing could have been further from the truth. On 9 November this year, my calendar reminder popped up on my screen. I decided to login to my 32Red account to have a go on my favourite slots. That's when it all started to go wrong. My password didn't work so I clicked the link to reset it. When it still didn't work, I contacted Live Chat for assistance. I got anything but assistance. I was treated like a criminal - "Why have you attempted to login to your account? Why have you chosen today? Why haven't you contacted GamStop? What is the reason for self-excluding in the first place? . . ." and on and on and on... I had no idea I was supposed to contact GamStop but I did as I was advised only to find that the one year self-exclusion doesn't automatically end after one year (as one would assume). In fact, you have to plead and beg with them to allow exclusion. Only then will they agree to remove it (but not quite yet). First, you have to wait until a member of the GamStop Gestapo calls you in order to conduct an interrogation. Then, you have to have a cooling off period (I can't remember how long) before undergoing a second interrogation. Having done all that, they finally agreed to remove the exclusion (but not quite yet). You have to have a further cooling off after the first cooling off thingie wotsit. Anyway, to cut a long story short, my GamStop account finally showed the words 'EXCLUSION REMOVED'. Hurrah (well, not quite yet). I tried again to login to 32Red and again reset my password and again contacted Live Chat. This time, the person on Live Chat was even more accusatory than the first one. "Why have you again attempted to gain access to your account. Your self-exclusion with GamStop is still active." As it turns out, it takes a while for the word to get from GamStop to 32Red that it's finished. The 32Red chat operator was downright rude. Anyway, it then turns out 32Red also have a cooling off wotsit period so I had to have a live chat, then call a number with a code word which then resulted in my receiving an email from a very nice person called Tony who said he was required to speak to me twice by telephone (sound familiar?). I spoke with Tony, who I have to say for very nice and as helpful as he could be. He explained that he would have to call me again in a few days as a further cooling off period was required. He arranged to call me the following week but didn't. I replied to his email advising him that I was available for a call then a colleague of Tony's replied and I spoke with her instead. Then hurrahh - they said it was all sorted and I could finally login to my account. Wrong!! Still unable to login. I've lost count of the number of emails I've exchanged with 32Red support now but they say their software developers don't seem to be able to remove the exclusion, even though they know I'm not under an exclusion. I've sent several follow-up emails requesting an update for they don't seem to be replying to my emails any more. Is there anyone out there who has successfully managed to get their 32Red account reinstated after GamStop? I know I can play at other casinos but 32Red is my favourite. I've been a member since 2002. This all seems so unfair. I guess I have to accept that my beloved 32Red account is no more.

So you're having a rant about Gamstop because they did what they say they do? Maybe if you read what you were signing up for then you wouldn't be so angry at them.

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


The End of Your Self-Exclusion
Your self-exclusion will not automatically expire at the end of your Minimum Exclusion Period, nor will we contact you to let you know that your Minimum Exclusion Period has expired.

At any time after your Minimum Exclusion Period has expired, you may via your Online Account or the GAMSTOP Contact Centre extend your self-exclusion for a further Minimum Exclusion Period of 6 months, 1 year or 5 years.

At any time after your Minimum Exclusion Period has expired, you may also choose to deactivate your self-exclusion. If you choose to deactivate your self-exclusion you must contact the GAMSTOP Contact Centre by phone. Your choice to deactivate will be subject to a minimum 24-hour cooling-off period, in which your self-exclusion will remain active.

As with self-exclusion activations, although we take care to deactivate self-exclusions as soon as possible, and self-exclusions generally automatically deactivate straight after the 24 hour cooling-off period, we cannot guarantee that your self-exclusion will be deactivated within this timeframe. The speed at which your self-exclusion is deactivated on gambling operators' websites and apps will also be dependent on the effective operation of the operators' systems, for which we are not responsible.

If you do not contact the GAMSTOP Contact Centre once your Minimum Exclusion Period has expired, your self-exclusion will continue for a further 7 years after the date on which your Minimum Exclusion Period expired. After this date your self-exclusion will be deactivated.
 

SueGill

Newbie member
Joined
Nov 11, 2020
Location
Hertfordshire
So you're having a rant about Gamstop because they did what they say they do? Maybe if you read what you were signing up for then you wouldn't be so angry at them.

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


The End of Your Self-Exclusion
Your self-exclusion will not automatically expire at the end of your Minimum Exclusion Period, nor will we contact you to let you know that your Minimum Exclusion Period has expired.

At any time after your Minimum Exclusion Period has expired, you may via your Online Account or the GAMSTOP Contact Centre extend your self-exclusion for a further Minimum Exclusion Period of 6 months, 1 year or 5 years.

At any time after your Minimum Exclusion Period has expired, you may also choose to deactivate your self-exclusion. If you choose to deactivate your self-exclusion you must contact the GAMSTOP Contact Centre by phone. Your choice to deactivate will be subject to a minimum 24-hour cooling-off period, in which your self-exclusion will remain active.

As with self-exclusion activations, although we take care to deactivate self-exclusions as soon as possible, and self-exclusions generally automatically deactivate straight after the 24 hour cooling-off period, we cannot guarantee that your self-exclusion will be deactivated within this timeframe. The speed at which your self-exclusion is deactivated on gambling operators' websites and apps will also be dependent on the effective operation of the operators' systems, for which we are not responsible.

If you do not contact the GAMSTOP Contact Centre once your Minimum Exclusion Period has expired, your self-exclusion will continue for a further 7 years after the date on which your Minimum Exclusion Period expired. After this date your self-exclusion will be deactivated.

As I have previously mentioned, I am perfectly aware of all of the above. I did not take the time to read it before signing up but that is not my issue. My issue is that GamStop has caused a technical issue with the 32Red software which has made it impossible so far for them to reactivate my account.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
@SueGill - I fixed your original post so that it's formatted better. Paragraphs improved the readability of your text.

@Gaz237 - leave the cranky grammar/formatting police to me please. :D
 
Top