I thought I would share my recent experience of Gamstop and Videoslots with everyone. Similar to the situation on the following thread: Casino vs GAMSTOP I have had a very similar issue. For the same reasons (compulsive gambling that got out of hand) I signed up to Gamstop knowing that the casinos that I played at were all signed up to the programme.
Similar to the chap on the thread above, I received marketing emails from VS and the curious / compulsive side got the better of me; I tried to login and had no issues. Fast forward a couple of hours and I had deposited and lost £1,320.00 very quickly. No withdrawals.
I then gain a sense of control and contact VS to understand why I could do this having SE via Gamstop; it’s important to note that I could not login to any of the other casinos at this stage, only VS.
I then get a confirmation from VS after several hours stating that they have SE me (no explanation as to why this wasn’t done via Gamstop) and they will look into refunding my deposits for that day. I then chase for updates for the next 4 weeks and finally on the 3rd June I’m told that they have decided to refund the deposits made that day / since SE. Great news – well done VS. Here’s the email from VS:
“Thank you for contacting our Support and I hope you are well.
We apologize the for time this has taken and thanked for your patience.
The deposits made after the self-exclusion will be fully refunded to you.
Refund request will be processed shortly, as it's already sent to the department in charge.
Should you have any questions or thoughts regarding our Casino you are warmly welcomed to contact us at any given time.
I wish you have a lovely day xxxxx.”
I cannot express how important this news was for me, without going into too much detail I was about to lose my home – so this news, coupled with my new start without online gambling was fantastic.
Here’s where it gets bad.. So I follow up thanking VS for their ethical decision and ask when I should expect the refund of the deposits made. I then get told that it’s with the payment team etc etc for over a week. So I leave it a few days and this morning I get the following update:
“I am contacting you regarding your request for a refund. The request has been rejected and we will not be refunding any deposited money.
Should you disagree with our outcome, you may file a complaint to IBAS.
adjudication@ibas-uk.co.uk or by telephone 020 7347 5883.”
Say what? Really?
Clearly this is horrific news for me, especially after being told that I would be receiving the refund of all deposits on that particular day.
Let's think of another scenario - would I have received let’s say a £5,000.00 withdrawal if the unthinkable happened on that day and I won? I very much doubt it, as their payments/security team would have checked with Gamstop and I would have had my account closed / deposits refunded.
What do the guys/girls at Casinomeister think? Is this the behaviour of an accredited casino?
Fair?
Similar to the chap on the thread above, I received marketing emails from VS and the curious / compulsive side got the better of me; I tried to login and had no issues. Fast forward a couple of hours and I had deposited and lost £1,320.00 very quickly. No withdrawals.
I then gain a sense of control and contact VS to understand why I could do this having SE via Gamstop; it’s important to note that I could not login to any of the other casinos at this stage, only VS.
I then get a confirmation from VS after several hours stating that they have SE me (no explanation as to why this wasn’t done via Gamstop) and they will look into refunding my deposits for that day. I then chase for updates for the next 4 weeks and finally on the 3rd June I’m told that they have decided to refund the deposits made that day / since SE. Great news – well done VS. Here’s the email from VS:
“Thank you for contacting our Support and I hope you are well.
We apologize the for time this has taken and thanked for your patience.
The deposits made after the self-exclusion will be fully refunded to you.
Refund request will be processed shortly, as it's already sent to the department in charge.
Should you have any questions or thoughts regarding our Casino you are warmly welcomed to contact us at any given time.
I wish you have a lovely day xxxxx.”
I cannot express how important this news was for me, without going into too much detail I was about to lose my home – so this news, coupled with my new start without online gambling was fantastic.
Here’s where it gets bad.. So I follow up thanking VS for their ethical decision and ask when I should expect the refund of the deposits made. I then get told that it’s with the payment team etc etc for over a week. So I leave it a few days and this morning I get the following update:
“I am contacting you regarding your request for a refund. The request has been rejected and we will not be refunding any deposited money.
Should you disagree with our outcome, you may file a complaint to IBAS.
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adjudication@ibas-uk.co.uk or by telephone 020 7347 5883.”
Say what? Really?
Clearly this is horrific news for me, especially after being told that I would be receiving the refund of all deposits on that particular day.
Let's think of another scenario - would I have received let’s say a £5,000.00 withdrawal if the unthinkable happened on that day and I won? I very much doubt it, as their payments/security team would have checked with Gamstop and I would have had my account closed / deposits refunded.
What do the guys/girls at Casinomeister think? Is this the behaviour of an accredited casino?
Fair?