Betfred Casino - Player blames casino for unprotected account access.

I have been registered with gamstop since February 2025 and this should have restricted me from betting sites including Betfred for atleast 5 years. I was able to open an account with Betfred last week using the same name and DOB as registered on gamstop. Betfred did 0 safety checks to see who I was and failed to protect me. They’re safer gambling tools clearly don’t work and I believe they should accept fault in this. I have an addiction and was not protected. I have asked for a refund of my deposits totaling £3450

Dear Da77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that the casino informed you that they failed to prevent you from registering because you registered with different personal details.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Aside from the date of birth, which personal information matched what was registered in GAMSTOP?
• Did you notify the casino of your GAMSTOP registration prior to making a deposit?

Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, my full name and date of birth is exactly the same as my Gamstop details.

this should have flagged on the betting sites database as a restricted account. Or atleast have asked them to run more checks and ask for additional details such as KYC. None of this was done and I feel it goes against there responsibilities as a supposed safer gambling site

Thank you for your reply, Da77. Please understand that for the GAMSTOP ban to function correctly, all personal details must match. You likely completed the registration because some of your information was different.

Could you please advise if you currently have access to your casino account?

I have no access as they have now closed my account. The email address used and phone number were different, email addresses can easily be created and numbers change all the time. The whole system is flawed if you can still open an account with your own name and DOB. Two things vital pieces of information that should be flagged

I apologize but since your account has been closed and the self-exclusion is entirely managed by a third-party website (GAMSTOP) I would encourage you to contact them directly:

https://www.gamstop.co.uk/contact-us

If you aren't successful in resolving the issue with them, I would recommend you complete the casino's dispute process outlined here first:

https://www.bwww.ibas-uk.com

And if even then you are not successful, contact the casino's licensor UKGC.

You can find several resources on how to contact the regulator here:

https://casino.guru/submitting-complaints-to-regulators

Contact information to the casino's regulator and miscellaneous information can be found here:

https://casino.guru/licensing-authorities/united-kingdom-license

Due to these factors, we won't be able to help further and the complaint will be closed. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.