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Casinocasino - verified my account despite being signed up with Gamstop

Ruling

Found for the Casino - This player has changed their registration details to bypass a self-exclusion check. As such there is nothing we can do to help them.

Read our CasinoCasino Review.

Player's Complaint

So I signed up to casinocasino after reading positive reviews on The Pogg and seeing they came with a deposit guarantee .

I set my account up on the 20.8.2019 and deposited.

During my time at casinocasino I was sent an email telling me both my Driving License and my utility bill had both been checked and verified and my account had passed the KYC checks.

I deposited a total of £425, played the slots and unfortunately lost my deposits which is 100% my own fault and I take full responsibility for .

After looking around the site some more thinking weather to make a small deposit again I noticed the Gamstop logo on the bottom of there page .

As a gambler I signed up to Gamstop nearly 2 years ago now But somehow despite being part of this service I was still able to deposit on casinocasino.

They checked all my details on my driving license so how were these deposits able to of been made ?!

I contacted customer service asking for me account to be excluded straight away and explained my situation.

Because my email Adress was different to the one on my Gamstop they weren’t interested at all in my complaint.

They still checked all my documents , verified my account after waiting 24 hours ?!

As I signed up via the pogg and have seen a deposit guarantee please could you investigate?

Kind regards

Read the casino review

1 Responses

User icon
ThePOGG
September 6, 2019

Hi jfr301288 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this case.

The Gamstop terms of use include the following:

"It is in your interest to provide us with accurate details consistent with those which you have used to set up accounts with online gambling operators. GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to us as part of the registration process."

Given the above it has been made clear that the Gamstop service can fail if you use a different email address.

Beyond this, when an operator reviews ID documentation, they do not recheck the details against the GamStop database. They confirm that the information matches that which the account was registered under. So having reviewed ID would not result in identification of a GamStop registration that had not been detected because the registration details had been altered.

All I can suggest is that you approach the UKGC as they reserve the management of complaints related to GamStop to themselves, but my honest expectation would be that they would be unlikely to uphold your claim.

Thanks,

ThePOGG

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Agreement

jfr301288 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino 1 Club
  • Curacao eGaming
  • Game Tech Group N.V.

September 6, 2019

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