jjmoo2019

Thanks for your replies ? Just a bit more info for you. Before I submitted my complaint I sent the casino an email asking who I should contact if I had a complaint about a customer being able to bet when self excluded via GamStop. They replied to me immediately and told me to contact Gamstop and suspended my account. I at no point said I was talking about my self as far as they were concerned I was emailing a general enquiry. They have had my official complaint for a few days now. I asked them what there timescales were for responses to complaints and also asked for a copy of their complaint procedure but they just responded with a standard acknowledgment. I am thinking of submitting my complaint via the complaint section on this site. Is this a good idea or should I just sit tight and wait.? I contacted Gamstop and they supplied me with my certificate of registration. I think I have a strong case and am hopeful I can get my deposits back and put this whole sorry mess behind me.

Hi everyone. I am a newbie and just wanted some advice. I self excluded myself from gambling on 18th November 2018 vis gamstop. From that date on all online casinos stopped contacting me by email and upon checking my online casino accounts I was not able to log in to any of them which of course is the point of self exclusion. I finally felt I had gotten my addiction under control with help of gamstop and was obviously confident that would be an end to my gambling as I only gambled online and I was now excluded. On 24th June 2019 I received an email from one if the casinos I used to have an account with about a promotion to play for free but win for real. I was shocked to receive this email but thought it must be a mistake. As a gambling addict I of course then went to my casino account and was shocked to see that not only did it let me log in but also let me deposit funds. From this point the gambler in me came back with a vengeance. Over the space of 11 days I deposited a large some of money from my credit cards and gambled the lot. I was so disgusted with myself and when I finally snapped out of my gambling haze I logged straight into gamstop to once again exclude myself but to my amazement I was still excluded and should never have been allowed to deposit in the first place. I would like to point out that I did not try to open a new account with the casino in question I simply was able to log into my previous account with them with the same account that was in-fact blocked due to self exclusion for 7 months. All my information with gamstop and with the casino is the same except for my mobile number which actually changed about 2 years ago but I must not have updated it with the casino. I understand I have a responsibility but I am a gambling addict and I would never have even tried to log into a casino account had I not be prompted by your email. I have received emails almost daily since 24th June from this particular casino so it was not a one off error. I feel really let down by them. All other casino accounts I have had in the past are still excluded as they should be. I have emailed the casino and have made a complaint asking for an explanation as to why this has happened. I have also requested a refund of all deposits as I know had I have won and tried to withdraw the winnings they most likely would have refused me due to the self exclusion. the casino in question is a participating company with gamstop and they are regulated in the uk and are registered with the gambling commission. i would really appreciate any advice or comments.