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Pink – Gamstop

Ruling

Resolved - This player has confirmed that Pink Casino and the Leo Vegas group have opted to refund their lost deposits without our intervention.

Read our Pink Casino Review.

Player's Complaint

I am a problem gambler and have lost much money over the years. As such on the 11th September I registered with Gamstop.

I then had a moment of madness when I tried to gamble again and set up accounts with 21.co.uk and pink casino (both part of the Leo Vegas group) who are signed up as participants in the Gamstop scheme - their customer services have confirmed this. This complaint is regarding both of these casinos. They both allowed me to set up accounts and spend in excess of £50,000 over a couple of days. Their support line also apologised for the fact that they allowed me to set up accounts when I had been registered with Gamstop for several weeks before these accounts were set up. They even recommended Gamstop as a way of excluding from other casinos in an email to me when closing the accounts.

They asked me to supply details of my Gamstop registration and details of the information of my registration which match identically to the details I gave when signing up to the casinos.

I supplied this over a week ago, was advised I would hear back within 48 hours and have had no response from any of my emails to them since and it is worrying me sick.

Please can you advise me how to move this forwards.

Many thanks

Read the casino review

4 Responses

ThePOGG
Oct 15, 2018

Hi cartel73 - welcome to ThePOGG.com!

While we'll be happy to help you I think you need to give it a bit more time to allow the LeoVegas group to review your issue. This is a large sum of money, the legal team will have to review exactly what happened and they'll likely have to speak with Gamstop. I appreciate that a template or support agent has given you an arbitrary time of 48 hours, but it would be far from unusual for an investigation like this to take a couple of weeks. If you haven't has a response from them by the 29th I'll follow-up with the operator and see what we can find out for you.

Thanks,

ThePOGG

cartel73
Oct 15, 2018

Many thanks. Gamstop have said that it is their duty to honour my exclusion and should be refunding the funds. I will keep you informed.

cartel73
Oct 16, 2018

Since your post yesterday I have received confirmation this morning that I will be receiving a full refund. I told them I was escalating it with you and the gambling Commission and got a response first thing this morning.
Obviously just worth mentioning the POGG as it got things moving.
I will close the case when the refund has appeared in my account. Thank you

ThePOGG
Oct 17, 2018

Hi cartel73,

That's great news and thanks for letting us know!

ThePOGG

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