How do I report a casino?

[Ezwinpls]

I have been trying to google where is the best place for reporting a casino for failing to abide by Gamstop regulations, but I can't quite find the answer, I was hoping someone here would be able to point me in the right direction so I can make a formal complaint about a casino who has failed their Gamstop checks. 

[ValDes]

Hey there and welcome to AskGamblers Forum. 

Well, you may forward the matter in front of the relevant ADR chosen by the casino operator whom you are having troubles with. They will most probably refuse to deal with the matter since it falls 'outside the scope of complaints matters they are authorized to handle'. Then you could forward it to the UKGC directly which will of course refuse to deal with as "they are not handling individual customer complaints".  Which leaves you no other choice but to seek the assistance of a third-party  mediation services such as ours called AGCCS /AskGamblers Casino complaints Service/. More about how to use it here.  Should you choose to use this alley, please , don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

Using AskGamblers Casino Complaints Service

Let us know in case you need further assistance. 

[pinnit2015]

Problem here is that I don't think Gamstop is mandatory atm (apparently the UKGC isn't that impressed by it - wonder why): so it's a weird thing that it's mentioned in the LCCP but isn't mandatory until the UKGC do an announcement (it was meant to be fully operational by now).

What casino is it? If they're listed as a participatory casino at the footer on Gamstops page then there's maybe a case to be made but surely if they've not signed up to it yet (and there are a few), difficult to see what can be done. 

 

[Ezwinpls]

19 hours ago, pinnit2015 said:

Problem here is that I don't think Gamstop is mandatory atm (apparently the UKGC isn't that impressed by it - wonder why): so it's a weird thing that it's mentioned in the LCCP but isn't mandatory until the UKGC do an announcement (it was meant to be fully operational by now).

What casino is it? If they're listed as a participatory casino at the footer on Gamstops page then there's maybe a case to be made but surely if they've not signed up to it yet (and there are a few), difficult to see what can be done. 

 

It's an Everymatrix site, I basically registered with my details and they said I could not play until I verified, so I decided that I just wanted a refund instead, they also said they would not refund me until I send in my documents. I emailed all my documents over and they verified me successfully even though I'm registered with Gamstop. It's an EveryMatrix casino, listed on this page https://www.gamstop.co.uk/participating-companies

 

I will not get into specifics about the casino as I do not want anyone else with a problem trying to access it. EDIT: They also have a Gamstop logo at the bottom of their site. 

[pinnit2015]

So they allowed you to not only register but also deposit? 

As of the 5th of May they’re obliged to verify you are who you say you are, before a deposit is made...

Need to find out where the issue with Gamstop is: if EM (a BS company) received a nil response from GS the issue doesn’t lie with the casino seemingly. You can do a subject access request to find out; it’s free, ask for the results of their automated decision. 

[ValDes]

17 hours ago, Ezwinpls said:

It's an EveryMatrix site, I basically registered with my details and they said I could not Play until I verified, so I decided that I just wanted a refund instead, they also said they would not refund me until I send in my documents. I emailed all my documents over and they verified me successfully even though I'm registered with Gamstop. It's an EveryMatrix casino, listed on this page https://www.gamstop.co.uk/participating-companies

 

I will not get into specifics about the casino as I do not want anyone else with a problem trying to access it. EDIT: They also have a Gamstop logo at the bottom of their site. 

Not quite a consolation, but their UKGC license has been suspended a few weeks ago... 

https://www.gamblingcommission.gov.uk/news-action-and-statistics/news/2019/Suspension-of-operating-licence-EveryMatrix-Software-Limited.aspx

https://secure.gamblingcommission.gov.uk/PublicRegister/Search/Detail/39383

It doesn't mean the chances to get your issue successfully resolved via any ADR/official alleys become bigger anyway  

Have you tried AGCCS? 

[pinnit2015]

The fact it was suspended and they’re obviously on a quest to get it reinstated - per the daft emails to UK players in the last week- may make them more receptive possibly to complaints...OR it could work the other way and see them not want to draw attention to anything