Betfred Casino - Player's asking for a deposit refund.

I’ve contacted customer services to ask for a refund as I’m on GameStop and decided to gamble after receiving marketing material from them my partner caught me In the act and stopped me after I contacted Betfred they said they had verified me through Electro roll systems I’m not sure how because my surname was spelt incorrectly with a an I in stead of a K I’m asking for a refund but no one is getting back to me to give me an update on my situation I’ve submitted my GameStop paperwork the only things that are different on there is my address and email address my date of birth is the same name Is apparently the same because they verified me and my mobile phone number is the same, im a little bit concerned how I haven’t flagged up as a vulnerable gambler on there security systems?

Dear Mario888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you managed to deposit £1,200 (dispute amount)? Could you please advise if you still have access to your casino account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello kristina thanks for getting back to me I really appricate it my date of birth is the same my mobile phone number is the same the surname is spelt incorrect and the address is different I spoke to Betfred about my surname being spelt different it was spelt with an I instead of a K and he told me over the phone that when they have done the verified checks because the surname was almost the same it’s basically the same which I didn’t quite understand what he meant by that, yes I’ll send you the emails I have over now I actually used the same details I put in to sign up with some different sites and they blocked my account due to restricted access just annoying that this site didn’t. Betfred haven’t been helpful at all they never let you know what’s happening take really long to reply or get back to you it’s so fraustrating

I’m trying to email you but for some reason it won’t let me send it to you? I’m not sure why

Just an update on my recent case Betfred have emailed me back stating that there was multi misspelling in my registration process the only thing that was correct on file was my first name of my date of birth, which they are right there are multiple mistakes in my personal information, but the mistakes have lead me wonder now how did they verify me and allow me to deposit because all government data bases electoral roll and soft credit searches which the online casinos use would have rectified any mistakes and would have corrected my surname and possibly my number as my mobile phone number is linked to my Experian and other credit referencing agencies. Also if my information was wrong upon signing up to the casino site then surely they would not of been able to verify me and let me gamble and deposit as for all they knew I could of been a 14 year old boy gambling. Personally I think they have verified me through credit searches and saw me coming to cash in on as I’m listed as a self excluded gambler! I’ve also got multi emails from Betfred enticing me with promo adverts for play with £10 get 100 spins for free and so on which is a struggle I have to deal with on a daily basis every time I open my social media! Just to add the LCCP clearly notes under

17.1.1 - Customer identity verification

Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.

so how would the casino of verified me if my details were incorrect?

Also as a self excluded addicted gambler I should of been listed and flagged not to receive any marketing promos which I have been receiving and I have been getting a lot on my social media platforms for some reason!

going back to the verification process I feel like Betfred have breached this and have been negligent in protecting vulnerable customers

Thank you for your reply, Mario888. I am sorry, but if your Gamstop account and casino account credentials did not fully match, we cannot penalize the casino for not recognizing you soon enough to block you. The email address is usually the first information that the casinos check to detect duplicate accounts or active self-exclusions. Unfortunately, because you changed a few of the most important pieces of information, we are not in a position to ask the casino to refund your deposits. However, you can always contact Gamstop and ask for their opinion and help with the refund.

Moreover, if you still have access to your account, I would strongly recommend that you request a regular self-exclusion before you deposit even more money.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please, let me know if there is anything else we could help you with, or if I have overlooked something, otherwise, I am afraid that I will be forced to close this complaint. Thank you for your understanding.

Hello thanks for your reply I’ve spoken to gamstop and they have advised me that an email is not a source of identity and no way shape or form a source of photo proof ID as you can have 100s of different email addresses also an address could be changed anytime I’ve also spoken to five different online casino Buissness and the first thing that is checked is the name and date of birth against any self excluded databases and if there is a match just by the first and surname then further checks must be carried out responsibly and the casino has a duty of care to protect vulnerable gamblers with addictions also as my legal team have quiet rightly pointed out through licenses and agreements from the LCCP

17.1.1 - Customer identity verification

Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.

my name was clearly verified upon Verification and signing up and negligence was committed on the casinos part. Without getting into more information and pro longing it further on here my legal team has now taken the matter on as this is more about £4000 now it’s about right and wrongs and justice for people like me that have serious health problems when it comes to gamblers and casinos must take some responsibility for there actions when it comes to verifying new customers i’m protecting the vulnerable and under age gamblers. Casinos have a signed agreement and must implement these codes of practice put in place by the gambling community and the LCCP these guidelines are clearly being broken daily and mentally ill are clearly being blamed for a sickness they have to be more responsible when in fact these multi billion pound Buissness have a one job to do and that’s to protect there customers thank you for getting back to me my legal team will now take it on from here many thanks for your time and effort you put in to this

Mario888, from our standpoint, there is not much more we could do since your credentials did not match completely and you did not request self-exclusion directly from the casino.

Since Gamstop is a third-party organization, we have no authority to enforce their decision on the casino and Gamstop is the only one who can do that. If they believe that your account should be blocked and deposits refunded even though your personal information did not fully match, please ask them to contact the casino to investigate and mediate the issue. They should be able to help you. I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case correctly.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.