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Pink – self-exclusion

Ruling

Resolved - Pink Casino have addressed a Responsible Gambling issue and refunded this player's deposits in full. We consider this issue to be resolved.

Read our Pink Casino Review.

Player's Complaint

Hi,I have a bad gambling problem and after self excluding from several online casinos I was advised by one to try GamStop which I did, as I said I have a gambling problem so i did have a wobble and relapse and went looking online for a site I could gamble on and I had tried numerous to no avail so that meant GamStop was working, I then tried LeoVegas and it refused to let me register so I thought it was either a casino I'd self excluded from before or that it was same as others I'd tried it was with GamStop and so was not letting me, anyway I then tried a pink casino which I had no problem signing up and depositing at and over about three weeks I've deposited 2135.00 with losses of 1621.00,I then was looking at something regarding pink casino and information concerning LeoVegas came up rather than for pink casino as id expected, I then found out that pink casino is a sister company with LeoVegas and who is also a participating company of Gamstop too so whether it had been due to self exclusion or due to me being already signed up to GamStop beforehand then I should never have been able to join pink casino or to be able to deposit on their site in the first place,and on finding that out i subsequently self excluded myself from there straight away for maximum time allowed, I've now emailed casino explaining the above and have asked if they would consider refunding the deposits made by me since i shouldn't have been allowed to deposit and play on their site in the first place and am now waiting for a response, do you think ive got a case? Thanks

Read the casino review

9 Responses

ThePOGG
Sep 10, 2018

Hi Libralady - welcome to ThePOGG.com!

It's possible you have a case but it would depend on several factors, most significantly whether or not you registered at Pink casino using the same information as LeoVegas or Gamstop.

Give it some time to get a response from LeoVegas and when you do let us know and I'll take a look.

Thanks,

ThePOGG

Libralady
Sep 10, 2018

Hi yes I used exactly same information to register with both sites and as mentioned wasnt allowed with LeoVegas for one of the reasons mentioned either because I'd already self excluded or because of me being on GamStop so either should apply anyway, also after looking at my bank records it was 2615.00 deposited with 2101.00 being losses on the site so it's more than I mentioned in my original complaint.

Libralady
Sep 13, 2018

Hi, yesterday morning I sent them a email showing that I had registered with GamStop at end of July and also an email from LeoVegas that shows I'm self excluded and have been since last year and so i then emailed them today to ask if they was going to refund my deposits as of yet I've not heard back from them.

ThePOGG
Sep 14, 2018

Hi Libralady,

Thanks for letting us know. Let us know what comes back from LeoVegas and we can discuss the issue then.

Thanks,

ThePOGG

Libralady
Sep 14, 2018

Hi, it's pink casino that I'm corresponding with not LeoVegas as you mentioned in the above, as it's pink casino I was allowed to join and deposit with when i was self excluded from LeoVegas and was registered with Gamstop, thanks

Libralady
Sep 16, 2018

Hi, pink casino responded pretty quickly to my emails to start with and asked for proof I was registered with GamStop which I sent and also they said they was waiting for confirmation from LeoVegas confirming that I was self excluded so I sent them email I'd I myself had received from them confirming that I was indeed self excluded from their LeoVegas site and had been when they allowed me to join pink casino and deposit with them, but it seems now I've provided them with exactly what they asked for they don't seem to be responding to my emails at all now, as theyve not replied to any since wednesday, so what now? Thanks

ThePOGG
Sep 17, 2018

Hi Libralady,

If you've provided them further information you likely need to give them some time to review. The issue will then get escalated to legal so it may take some time (1-2 weeks) before you'll receive a response.

Thanks,

ThePOGG

Libralady
Sep 18, 2018

Hi, I just wanted to let you know that the dispute I had with casino has now been resolved and I found them to be very fair and I thank them for that, I now consider the matter closed but appreciate your input with advice pogg so thanks.

ThePOGG
Sep 19, 2018

Hi Libralady,

That's great news and thanks for letting us know - it is appreciated!!

ThePOGG

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