21.co.uk - Gamstop

Ruling

Found for the Casino - Gamstop self-exclusions will not work if you use different details to those you registered with Gamstop to sign-up with operators.

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Player's Complaint

Hi I am a self confessed addict and have lost my wife,house and job due to gambling over the past 5 years. After seeking help I self excluded myself from many casinos and signed up to gamstop a year ago which was a god send. During the last year I have had low points where I tried to log onto sites to gamble but was stopped at the first hurdle as soon as I entered my email address but last night at a very low ebb I managed to get past this on 21.co.uk and entered my brothers name and date of birth although I used the email address postcode and bank details all registered with gamstop. When it said the card must be in the account holders name I assumed it would flag up there but it didn't. I knew full well that even if I won a million pounds I would never be able to withdraw it as it would flag up but I didn't care as the addiction and urge to gamble had taken over. I lost £5000 and would've lost more had they continued to take my deposits. I contacted them this morning to explain the situation as was told I would not receive any refund as the account was not in my name. I explained to them that any other sight I have tried knocks me back at the first hurdle with the email address or postcode. She kept saying that it was in a different name and I said yes I'm an addict when an addict needs to do what they do they will do anything to do it no matter what. I explained that surely the controls could be better than that as I had entered the same banned email address, post code, bank details and used a card that wasn't in the account holders name. Surely one of these could've flagged up in these fancy systems that they have? I also asked why on earth is a new player allowed to deposit up to £5000 within minutes of being newly registered? I was told this was something they need to look at. I know what I did was wrong but as I said an addict will do anything when the monster takes over and that's how easy it was and again she said this was something they need to take note of in the future. Can you help/give any advise on this one?

Best regards

[EDIT]

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