BetMGM Casino UK - Player with self-exclusion was allowed to gamble.

I had previously used Gamstop and was already excluded through this with the LeoVegas group of sites but BetMGM (part of LeoVegas) allowed me to instantly set up an account and deposit leading to a spiral of irresponsible gambling, I used the same email address, login details and billing information for my BetMGM account as I did for my LeoVegas account.

They should have picked up on this to see I was still excluded on one of their sites to assess my situation before allowing me to use it, I want my deposits compensating as I would not have been able to gamble this money.

Hello jamesburtondrums,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetMGM Casino UK. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered at gamstop? When did you register into the casino? How much did you deposit there any how much is your current real money balance? Is your account currently still open? Looking forward to your answer.

Regards,

Nick

I registered with Gamstop on 21st September 2022, I was already a user of LeoVegas, and I could not access their online casino during or after my Gamstop expiry however I registered with BetMGM in March this year when i should not have been permitted to do so , as the only way to remove the self exclusion even after Gamstop had expired with the LeoVegas/MGM group is to contact their support team to remove it and wait for a cooling off period.

However i was able to unknowingly bypass this in a mentally vunerable situation by simply registering with BetMGM and therefore restart gambling when i should not have been able to without correct advice or limits.

I deposited £1062 in total. I believe I should not have been able to place this money on their platform and I should be compensated this money as it has caused me immense stress, anxiety and financial issues.

My account is currently suspended whilst the safer gambling team look into things but i believe it needs to be adressed as a severe breach of Safer Gambling regulations.

BetMGM are reviewing my statement but trying to use GamStop expiry/pause as an excuse, even though their terms and conditions state for regulatory purposes that they should review your account prior to reactivation, or that you require a 48 hour cooling off period, this did not happen, they just allowed me to open an account without checking my mental state or financial situation.

It should be the casino's responsibility to ensure they are being fair to players, they have terms and conditions to follow just like the players must follow them.

I have explained to them that they should not have allowed me to open an account on their site as I was already self excluded on LeoVegas and had not served the cooling off period or requested reactivation for the account already registered with the group (using the same email address and details)

They seem to be dragging their heels, because they are actually liable for a failure in protecting me.

Regardless of the outcome of their chat with GamStop, it should be noted that it's a clear breach of Safer Gambling Regulations and also their Terms and Conditions therefore they are liable to refund me the deposits i placed on the site.

Hello jamesburtondrums,

Is there any evidence of gamstop registration and when did it expire? Can you also please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Dear jamesburtondrums,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.