666 Casino - Player’s requesting refund due to gambling addiction.

Dear Sophia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. Could you please advise if you have requested a self-exclusion or a closure of your account in the past by email? If yes, please forward it to me. My email address is petronela.k@casino.guru. If there have been any deposits made after this request, please forward me the receipts too. 

Hopefully, we will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi I regestired with GameStop but changed my email address. Does this matter? Thank you for your support and best wishes Sophia

Dear Sophia,

Thank you very much for your quick reply. It does, absolutely. Do you still have any confirmation about your Gamstop registration, please? It would be very much appreciated if you could forwad it to me. Thank you in advance.

Thank you very much Sophia for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you does that mean you will help with this best wishes Sophia Shine

Hello Sophia.

May I ask was your self-exclusion from Jul 2019 still active when you did the registration? The casino confirms that they are part of GAMSTOP, but this option works only for UK citizens. (so it should work for you) I already wrote to GAMSTOP to get their official statement, if using a different email matters but as far as I know, it shouldn't matter.

I need to say that you have a perfect tool with them to update your details so you should do so immediately after you create a new email. Meanwhile, we can ask the casino, if they can confirm that your details are 100% match except for the email.

Hi there,

I have got in touch with the relevant department to get more clarity on this case and will be back in touch as soon as I hear anything further.

Kind Regards

Thank you best wishes Sophia

I self excluded from dream Vegas prior to playing on 666 casino so should have been self excluded from the network as they are the same company here is a letter from my nurse saying I do not have capacity to gamble responsibly

Dear Sophia,

Thank you for your review.

We would advise that if you have not already done so, that you seek free support from gambling related organisations such as Gamcare (www.gamcare.org.uk) or BeGambleAware (www.begambleaware.org) or you can call the National Gambling Helpline free on 0808 8020 133. There are also more general support agencies such as the Samaritans www.samaritans.org who provide support 24 hours a day, 365 days a year, and who you can call for free on 116 123.

We draw your attention to our self-exclusion policy which confirms "our self-exclusion involves a joint commitment from us and you. We will take reasonable steps to prevent you re-opening your account or opening new accounts. However, during the period of your exclusion, you must not attempt to re-open your account or to try and open new accounts".

Should you require any further queries regarding your dispute, we encourage you to reach out to our Complaints Team who would be able to provide you with assistance in that respect.

Further to your request regarding GAMSTOP, we refer you to their Terms of Use https://www.gamstop.co.uk/terms-of-use for details pertaining to the service they provide, as well as your responsibilities on that front. For more information pertaining to your registration with GAMSTOP please contact them directly on https://www.gamstop.co.uk/

Casino Guru as we have answered the players queries and further referred her to the correct disputing channels, we ask that you kindly close this complaint please.

Kind Regards

But I still haven't received a refund and you let me open an account with an incorrect email and then when I self excluded precided to let me open another account where I lost £1500 in the first 4 hours showing that I can not gamble responsibly

Please can I have a refund and I am mentally retarded in this area

Hello Sophia.

I exchanged some emails with GAMSTOP and spoke with Emma. 

The conclusion, in this case, is that the casino believes that they comply with the GAMSOP rules and you breached the commitment in which you agreed when you enter the GAMSTOP. We cannot be very helpful in communication with GAMSTOP, because they cannot give us any personal pieces of information or information about how their scheme works. However, they suggest me to provide you with this email: helpdesk@gamstop.co.uk Here you can submit a complaint. They can look into the case and check all details what you used during registration and decide if the casino failed or not.

From information what we have from the casino it looks that you breached the GAMSTOP rules and you have no right for a refund, but as I wrote we have no access to all the information, and you need to ask GAMSTOP to check this for you.

Meanwhile, we will set the complaint into classification: Waiting for the regulator to decide. When we receive an official response from GAMSTOP from you/or the casino, we will close the complaint accordingly.

I'm not talking about Gamstop you breach the rules when you let me open a dream Vegas account without checking a proper email address I could have been a child

I send evidence of this to the gambling commission

Also I was put on ablify aripropozole for two months against my will the strongest dose evidence that the drug causes gambling addiction and was still in my system

Sophia, Dream Vegas casino (https://casino.guru/Dream-Vegas-Casino-review) belongs to another group. If you wish to complain about Dream Vegas casino why you created a complaint on 666 Casino?

White hat gaming are the ones emailing me about it

They didn't ask me for I'd both 666 and dream vegas

Id

It's branded under the white hat gaming company 666 and dream vegas

I can send you the emails

I understand what are you trying to say, but White Hat Gaming Limited is a white label company - casino platform. The casinos which you mentioned are independent only has the same platform/solution.

Check more information here: https://www.whitehatgaming.com/ 

When we were judging this complaint we were considering it against one particular casino (666 Casino) 

And they already informed us about what happened and in this case you should contact GAMSTOP.

I did email Gamstop they should have asked me for id before playing no Id no what do you do for a living

Could you please post here or send me the official response from GAMSTOP? (matej@casino.guru)

When you are injected against your will with ablify anyone would breach the Gamstop rules the casino let me gamble £1500 in 4 hours without asking for my id I could have been a child no I'd or what I do for a living

Dear Sophia, 

Gambling business is evolving, and ID check with registration is mandatory only in Sweden (as far as I know).

I hope this standard soon would be required everywhere, but right now, it is not mandatory.

If the kids will go to the store and want to buy alcohol, then the lady at the cashier dest ask them about the age and not allowed them to buy it and the same way it works for casinos. When you try to withdraw the money, then the casino makes a verification.

If you want to drive a car there is no alcohol tester which prevents drunk people from driving (maybe it will be in the future), but police may stop you and check you, or they will test you if you cause an accident.

What I am trying to write is that I am very sorry about your illness, but if you use fake credentials to open the account with the casino, then only you are responsible for your loss. 

I am very sorry, but I believe your complaint is not justified.

I written to the gambling commission response back in 20 days

I didnt fake creditantials

https://www.drugdangers.com/news/abilify-and-gambling/

So they new I had a gambling addiction and then put me on ablify illegally again

Its not funny

evidence

Please if your not getting paid by the whitehatgaming group send this with the emails to the gambling commission

No it won't let me show you evidence

you get paid by 666 casino to give them a good rating

Im sure every other UK casino paid me back

So you walk into a casino you need to show your passport from the beginning

Sophia,

when I received your complaint, I contacted GAMSTOP and the casino. The casino explained to me the whole situation and confirmed that you tried to signup with your details and when this failed, you then alter your details somehow until you managed to create the account. 

From GAMSTOP I got an answer that they can't deny or confirm to me anything because only you can ask them for this (GDPR, Personal details, company rules), so I asked you to send the email to them and send me back their reply. Because nothing happened in this matter and casino explanation makes sense I am afraid I can't help you more.

The casino didn't want to tell me how their login mechanism works and GAMSTOP too from apparent reasons.

So it is word against word, but casino is cooperating, and at least they explained to me what happened.

Feel free to submit a complaint on UKGC, but you should contact GAMSTOP as I told you before.

I am sorry but I am in a dead-end until you give me the answer from GAMSTOP.

I am very sorry about your illness, and I sympathise with you, but even Responsible Gambling tools have some limits and rules.

It's corrupt you cantl let someone open an account when an email doesn't exist they are clearly vunerable and insane

Sophia, I will give you a few examples:

1) The underage person comes to the store and wants to buy cigarettes - it is an obligation to the seller to check the age of the person.

2) The underage person comes to the store and wants to buy cigarettes with fake ID - it is a fraud, and the seller is no more responsible if he sells the cigarettes.

In your case, the casino explained to us the situation and supported it with details which we can't disclose. I also communicated with GAMSTOP about the whole case, and they instructed me that only you can write to them to investigate the case. They cannot provide me with any information.

I asked you to send us to respond from GAMSTOP. 

Without a response from GAMSTOP about your case - which I believe will solve the situation, we cant help you. And write one email is not a hard task.

I know that you are sick, and I am very sorry about that. But because you are sick, that doesn't mean that you don't need to follow the rules or that everybody else must protect you from gambling. The world doesn't work like this. You have responsibility for your actions and if your condition is so bad that you have a problem with that then consider an option to be hospitalised in a specialised facility. (Again I am very sorry but this is how it works)

The whole online system is sick you walk into a casino you need I'd online you don't even need a correct email

I am sorry, Sophia, but we are stuck in the discussion here. We already explained to you what you need to do.

Because you failed in this, we decided to close the complaint as "unjustified."