sponge2025

So 2 weeks ago they refunded the £680 deposits made using a business debit card, saying it's a "gesture of goodwill", insulted me twice , threatened me with the police, and repeated *Again* that they won't refund the £300 using a personal debit card because they claim that they were unable to match me on the Gamstop database with: 1) My first, middle and last name 2) My DOB 3) My address (full address including post code They all match my Gamstop data. And that's because, they claim, entering DAN instead of DANIEL, tricked the system and meant it was impossible to make a match... My mobile and email are different so they claim that's also why... They did a KYC check and verified my account with my UK passport and bank statement... but it's till my fault. I pushed back on all of that a week ago and they replied: "I just wanted to advise that your latest email is under review, we will revert back to you at the earliest opportunity." I asked yesterday why they need so long and got: "The situation remains under review and is within the timeline stipulated by the UK GC - "The overall timeframe for operators to deal with complaints is 8 weeks - as required by SR code provision 6.1.1.2." We will revert back to you one the investigation is complete and in line with the eight week timeframe referenced above."

Sorry, my fat thumbs I actually mean't to reply that I replied (calmly) to their email and outlined what they've failed to do and they emailed me on Friday last week saying my email is being reviewed and they'll be in touch.

Good shout, thank you I did exactly that (still have to report it to the regulator though).

Hey, apologies for the delay responding! They haven't, no. I did reply explicitly requesting the rest to be refunded but they only replied yesterday ignoring everything I'd said in my email response and instead saying they tried to call me last Friday but couldn't get through and to explain why, and also to reiterate that my mobile number and email are the reasons why they couldn't make a match with Gamstop (again, my full name DOB and full address all match).

Hi everyone, I’m genuinely shocked and not sure what to do next, so I’m hoping someone here can help or advise me. I recently contacted LottoGo to raise a serious issue around responsible gaming. I've had an account with them that's fully verified but I've been with gamstop for 4+ years. I told them and gave them by gamstop reg document and they began this argument over mis-matched data (it all matched with gamstop except my phone and email) After reviewing my account, they’ve now refunded the deposits I made using my business debit card (around £680). that I had to make them aware of in the first place, but the email they sent was unbelievable. They said the refund was a “gesture of goodwill” because I’m “a true problem gambler,” accused me of providing misleading information when it's literally identical, and even said that my actions “might be determined as fraud by misrepresentation,” warning they might report me to the police. They still refuse to refund the rest of my deposits (£320 made with my personal debit card), even though all my details (surname, DOB, and full address) match my GAMSTOP record exactly. This whole situation has really shocked me. I used my correct personal details, verified my account with my passport and bank statement, and yet they’re acting like I tried to deceive them, while they’re the ones who seem to have failed to do any kind of checks?! Has anyone experienced anything similar with LottoGo?? Can they really threaten police action when I’ve done nothing wrong? Any advice or next steps would be massively appreciated.

Ello - sorry for not updating sooner - my vbank said they hadn't heard any response from Jumpman Gaming in the few week time frame, and so they had to repeat that time frame again, as per the way the dispute was categorised (not any of the main categories like 'goods not received' or 'order cancelled'), it was something regulator and legal and they said there's a extended time frame and they had to ask them twice - the minute that time frame was up, they hadn't responded, and I had almost £6k credit my account. However, Paul from Jumpman Gaming were literally threatening me over email demanding bank statements for a particular period - I ignored all of his twice daily e-mails. Karma

Hi all, hope you’re all well. I have a GAMSTOP-related question Long story short, I registered with gamstop years ago. I thought the exclusion ended, and I’ve been playing with one casino who actually called me for a responsible gambling interview before reopening my account like a year ago. Last week I found out my gamstop registration is actuality not closed cos apparently you have to call them to cancel it after it expires?!? I immediately told that casino, and to their credit, they helped me figure it out. They even admitted there were multiple points where their system should have detected it cos because my full name, DOB, and address all match. They acted quickly and refunded everything I’d deposited in the last 10–12 months, just under £2k. However, another casino I contacted reacted completely differently. I joined their site 2 weeks ago, they asked for my documentation and told me everything was ok and my account was good to use… I thought they’d react the same way but they accused me of cheating their system which is ridiculous because I’m the one who contacted them to tell them about the issue and ask to close my account, plus I gave therm all my info so how is this on me????? They said my bets are “void”, that I won’t be refunded (it’s only about £150), and they were incredibly rude and patronising, even telling me to “refrain from opening multiple accounts.” - I had this ONE account?!?!? It’s not even about the £150 cos I’ve accepted that money’s gone. But the fact they’ve been so dismissive and accusatory, when I was the one doing the right thing, has really left a bad taste. They also made a huge deal out of saying my account is now closed and I “won’t be able to log in again” like, shouldn’t that have been done automatically in the first place?! They told me my DOB and address match my GAMSTOP record, but apparently my name doesn’t, because I typed the first name missing the last letter (which I got them to edit btw), but they had the middle and last name - does one letter mean it fails checking???!?! They even verified my UK passport and address proof when I opened the account, so they had all the correct details right there. The email and phone number don’t match, but those are things I regularly change, but that doesn’t change the fact that my full name dob and address are identical so wtf??!?!? Even though it’s “only” £150, I’m honestly furious about how they’ve handled this, and I’m looking at taking legal action purely on principle - has any one done this before i.e legal action at a casino??

Sent Jumpman two formal complaints about them failing to action my April self-exclusion in June (which was, of course, ignored), and then another yday at the ask from the UKGC. I asked them to refund the deposits from since I requested to be self-excluded - I don’t care about before, even if it was all a scam or whatever… I’m so stressed and anxious over this. They completely ignored the my actual complaint any way, but somehow have the time to send me email after email (3 from the same guy), pressuring me for payslips and bank statements from February to April, insisting how “important” it is. They’re ignoring the issue entirely. Someone from the UKGC replied and asked me for a detailed report so they could escalate it, but I won’t know what will happen, if anything. Sorry to sound sceptical, but I’m just hoping and praying the chargebacks come through.

Random question but I was thinking - have there been situations like this but with no solution so the gambler goes through the court? And would a casino defend themselves?

How do they get away with all of this?? Its madness

Thank you so much, I appreciate it

I tried to raise a complaint here and CasinoMeister but I couldn't find the site (pay by mobile...), or Jumpman Gaming?? I'm all for doing this but I'm just thinking what would it do? I've got the chargeback's raised with my bank, I've complained and waiting to hear back from the UKGC and more to hopefully get something sorted from this...?

Yes, unfortunately so I had to tell them to stop emailing me this week, it made me so anxious and then angry. After a lot of back-and-forth with my bank and providing tons of evidence, they've now raised 60+ chargebacks with Visa and said that I have a really strong case but it's up to Visa now I think.

I'd also like to add that up until the past 2 weeks I genuinely thought that it was all on me what happened, and to a certain extent it was because I noticed my gambling was getting out of control and I felt awful afterwards. But if the self-exclusion has been in place I would have been forced to pause and think. Luckily, for me personally, I can afford to let go of the amount I deposited because I have a high income and little outgoings BUT I never intended to spend anywhere near what I ended up spending and that's something I'm working through - but I believe the situation was made 10x worse by the casino ignoring me and not acting on my request to self-exclude my account. It's taken me a few weeks to realise that actually even though I'm responsible for what I do, I can also be upset and angry about what the casino failed to do to protect me