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Pink – Self excluded due to bipolar but casino have let me down.

Ruling

Found for the Casino - The GamStop program requires players to provide accurate registration information. If you change your details it won't work.

Read our Pink Casino Review.

Player's Complaint

I suffer with bipolar and sometimes in manic stages I gamble. I registered with GamStop over a year ago and I am still registered. Recently I was in a mental health facility as I experienced mania. I gambled an unaffordable amount of money with Pink Casino and now I am unable to pay rent or buy essentials. I contacted Pink Casino and provided them with confirmation of registration and also confirmation of my diagnosis. I explained the circumstances. They have said that because a . Was misplaced in the email address I signed up with, they cannot help me. This is despite the fact that I have the exact same name, date of birth and address as that registered with Gamstop. They cannot have done sufficient verification checks. Every other gambling website disallows me to open an account. Pink have refused to help me despite the dire circumstances I am now in. I even asked if they could refund me if I paid the total back in instalments. I shouldn't have been allowed to gamble whilst self excluded anyway.

Please can you help me? I'm desperate

Read the casino review

1 Response

ThePOGG
Jun 07, 2019

Hi oodles - welcome to ThePOGG.com!

While I'm very sorry to hear about your situation unfortunately there's nothing we can do for you in this situation. The GamStop terms of use specifically state:

"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 that Gamstop explicitly state that using a different email address can cause the system to fail, if you have signed-up with a different email address there's nothing we can do to help you.

You may wish to consider taking your issue to the UKGC but as far as we can see the operator are not at fault here.

I would recommend however that you consider our free Responsible Gambling app BetBlocker. Once activated BetBlocker will stop your device from accessing over 6.7k gambling operator sites, including Pink Casino.

Sorry we cannot be of further help.

ThePOGG

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Agreement

oodles 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:

  • Pink
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • Intellectual Property and Software Ltd

June 6, 2019