Cashmo Casino - Player’s requesting his deposits to be refunded as he has registered with Gamstop.

I sent an email to the support email address on 5th April about an account query and Molly responded a day later. I replied straight away and have not heard anything back since. I’ve sent a few messages to chase up Molly, but have not received a reply. 

I contacted the live chat today to see if they could help. I tried 4 times and each chat advisor was having issues with my security details. It seems my DOB on my account is slightly incorrect and so the DOB I gave them didn’t match. They then all asked me one more security question to pass, which was "what was the first game I downloaded when opened my account?" It advised it was over 2 years a go and how was I supposed to remember that! The advisers said sorry that’s not an answer and failed the security check. 

Each advisor said I should log on to my account to update my details and then they can help me. I advised each of them I couldn’t do this as I am on gamstop and each time I try and log on, I receive the error message to say I’m currently blocked due to gamstop. All 4 of them said there is nothing they can do and I’d have to try again with the chat!!! 

The probably is I’m never going to pass the security details as the DOB is wrong on my account and I don’t know what that it is. I asked if I could speak to a manager to resolve the matter and the advisers said I’d need to pass the security before I could speak to a manager! I asked how I could make a complaint and they said I’d have to pass the security checks first and then speak to a manager!! I’m lost for words.

I’ve now sent another email to the support email address advising what has happened and have attached screen shots of my gamstop page and driving license so they can see the DOB I’m saying is correct and the info they have is wrong.

My original complaint which I emailed them about was because, they allowed to me deposit and play when I was self excluded with gamstop. I was asking for my deposits back as I shouldn’t have been allowed to deposit and wouldn’t have been entitled  to withdraw if I won enough money to do so. 

Hopefully someone will get back me to before the lockdown is over!!!

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward me a confirmation from the Gamstop that your registration has been accepted and account created? My email address is petronela.k@casino.guru. We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards,

Petronela

Thank you very much Daniel for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Daniel.

I am very sorry to hear about your situation. We will now try to get in touch with the casino.

Hi Dan,

We are sorry to hear you are unhappy with the information you have been provided, please rest assured training and feedback will be provided where required.

In order to discuss the account we do need to obtain security, this is done by asking questions relating to the account that only the account holder would know.  If security has not been passed we are unable to provide account specific information.

In regards to GAMSTOP, every time you log into your casino account, we attempt to match your details against the GAMSTOP database to detect whether you have set up a self-exclusion with them. After reviewing your account we can confirm that the details that you have provided do not match what you have registered to your casino account.

GAMSTOP asks you to provide your first name, surname, date of birth, postcode and your email address upon your exclusion. When we successfully match 4 out of 5 of these details between your casino account and GAMSTOP then the exclusion will take effect.

We are sorry to say that as 4 out of 5 of these details did not match what you had entered when you registered the account with us, the exclusion did not take effect. The two fields that did not match were Surname and date of birth. If you would like we can provide specifics on the information you entered. 

We would encourage you to check your details against other casinos you may have registered with in order to ensure the GAMSTOP exclusion is effective. 

We also recommend that you self-exclude from all other betting and gaming sites. If you feel you have a gambling problem or require any further assistance you may wish to consider contacting one of the below organisations:

• GamCare (www.gamcare.org.uk) is the leading national provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. Their expert services are confidential and non-judgemental.  You can speak to an adviser on Freephone 0808 8020 133, 8am to midnight, seven days a week.

• Gamblers Anonymous (www.gamblersanonymous.org.uk) provides a twelve-step program for people who feel they may have a gambling problem. 

• BeGambleAware (www.begambleaware.org) offers advice and sources to access free, confidential help by phone or online. They provide practical information on how to gamble responsibly and tips on how to stay in control.

• Industry Group for Responsible Gambling (igrg.org.uk/wp/self-exclusion) provides information on how you can expand your self-exclusion request to other operators and other types of gambling.

May we also advise that you "unfriend" or "unfollow" us on Facebook or Twitter, should you currently subscribe, so that you do not receive any marketing material via social media. Due to the nature of social media, we are, unfortunately, not able to otherwise block you from receiving these messages.

There are also a number of companies who provide software which once installed allows you to completely block individual computers from accessing gambling internet sites, these include:

• Gamblock - blocks access to online gambling

• Betfilter - blocks gambling sites and gambling adverts

We trust we have answered your query satisfactorily, however, should you require any further assistance please do not hesitate to contact us where we will endeavour to assist you further. Our Contact Centre team are available 24 hours a day by calling 01384 885040. 

Kind regards

Customer Support

Hello Daniel.

Could you confirm the casino statement, please? 

Hello Daniel.

Could you request any official confirmation of your statement from the GAMSTOP (that you really did not change any information)?  

Dear Daniel,

Thank you for your response regarding GAMSTOP.

We are sorry to hear you are unhappy with the response provided, and we will certainly investigate your query further, however in order to verify the details registered, may we kindly ask you to email GAMSTOP's customer support via helpdesk@gamstop.co.uk and copy us into the email support@cashmo.co.uk, please request a copy of the details you registered with GAMSTOP, and they will reply providing a PDF copy of the relevant details.

Once we have the relevant information we will certainly provide you with an update.

Kind regards 
Cashmo Casino

Hi all

I’ve sent you all an email with my gamstop details (PDF) as requested. 
 

regards 

Daniel 

Good afternoon,

I'm wondering if there has been an update on my complaint, following the information I provided about Cashmo verification checks against my personal details upon account registration and the PDF I sent via email of my gamstop account as was requested.
 

Please advise if you need anymore information off me, I am happy to help. 

kind regards 

Daniel  

Dear Cashmo,  

we have seen the document, do you recognize it to be sufficient?

Dear Dan,

Thank you for your contact regarding the access to your account. We take all reports of dissatisfaction seriously and will always investigate, and respond to all of the matters you have raised, in order to provide you with a full explanation as to what has happened. 

When you registered your account with us your details appeared to have been entered incorrectly. Although the GAMSTOP multi-operator self-exclusion scheme is designed to protect those with gambling addiction and related issues, it does require a level of responsibility and compliance on the part of the individuals who sign up with GamStop to ensure that all the details provided match what they have resisted their casino accounts with. 

After reviewing your account details we can see that there were multiple miss-matches in the information entered between GamStop and your account with us. This means that your account was regrettably not linked to your GamStop registration and self-exclusion initially. This has since been rectified, and your account has been self excluded.

We would strongly recommend that you to speak directly with GamStop if you have any further queries surrounding this, we would recommend that you check what information and details you have registered with them. We have now excluded your accounts with us, and our sister brands, and we would ask that you do not attempt to circumvent this exclusion.

We would also strongly recommend that you contact any other operators where your registration details may differ from those you have provided to GAMSTOP, to ensure your exclusion across the other sites.

We also recommend that as you have self-exclude from all other betting and gaming sites, should feel you require any further support or assistance you may wish to consider contacting one of the below organisations:

• GamCare (www.gamcare.org.uk) is the leading national provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. Their expert services are confidential and non-judgemental. You can speak to an adviser on Freephone 0808 8020 133, 8am to midnight, seven days a week.

• Gamblers Anonymous (www.gamblersanonymous.org.uk) provides a twelve-step program for people who feel they may have a gambling problem.

• Industry Group for Responsible Gambling (www.igrg.org.uk/wp/self-exclusion) provides information on how you can expand your self-exclusion request to other operators and other types of gambling.

May we also advise that you "unfriend" or "unfollow" us on Facebook or Twitter, should you currently subscribe, so that you do not receive any marketing material via social media. Due to the nature of social media, we are unfortunately not able to otherwise block you from receiving these messages.

There are also a number of companies who provide software which once installed allows you to completely block individual computers from accessing gambling internet sites, these include:

• Gamblock - blocks access to online gambling

• Betfilter - blocks gambling sites and gambling adverts

Regarding your request of a refund for your deposited amounts of £230, between May 2019 and November 2019, Following a substancial review of your account and taking into your personal circumstances, with all the information and details available to us, we as a one off gesture of good will, will arrange to refund the amount you have deposited with us, due to these exceptional circumstances. 

The refund will be processed back to the depositing card, in this instance the card ending 9076, Should this card have expired or be cancelled, we can assure you that the funds will still reach your account.

We do hope that our response to your complaint is clear, and fully explains our actions and position on the matter to you. 

Should you require any further support or have any further questions please do not hesitate to contact us.

Kind Regards,

Customer Complaints

Good Morning

Firstly I’d like to say thank you for taking the time and effort in looking into my complaint and the swift manor in which you have resolved it. 
 

Secondly, I would like to thank you paying back the £230 I deposited.  Do you know how long this will take to process? the card details ending 9076 are still correct, but it has new valid to and from dates. 

There is one point I wondered if you could clarify for me......

My personal details on gamstop did not change when I extended the self exclusion for 6 months from 5th November (as you would have seen in the PDF From gamstop). How come Cashmo suddenly recognised these details at that point and blocked my account, when the details were exactly the same as they had been for the previous 6 months?

kindest of regards 

Daniel 

Good morning,

I have received £220 of my refunded deposits thank you.

I am still One £10 deposit refund short, is this in the process of being refunded? I made 6 x £10 all together, and only 5 of these have been refunded.

kind regards

Daniel

Dear Cashmo Casino team.

Thank you for cooperation in this case. Please, could you provide the player with the additional response? We are extending the timer by 7 days.  

Dear Daniel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Kind regards, Jozef

Casino.Guru