What to do if casino fails GAMSTOP?

[sponge2025]

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??