The player from the United Kingdom, who had self-identified as a problem gambler, had self-excluded from UK casinos but had been able to deposit at Curacao-regulated casinos. After a recent relapse, he deposited £543.95 at Chipstars casino and lost the money, reaching out to their support for help but not receiving a response. He questioned whether he could claim a refund due to his gambling issues. The complaint was resolved with the conclusion that a refund was not possible, as the player did not have a verified account at the time of his self-exclusion request, and Curacao licensing did not provide the same protections as UK regulations.
Chipstars Casino - Player is seeking a refund after self-excluding.
Closed
Our verdict
Other
Amount: £543
Chipstars Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Hi, I am a problem gambler and have self excluded myself from all UK casinos, online and land based. I have also self excluded myself from many international online casinos as well. I had a relapse today and gambled almost £550 which was for my rent. My question is, I have self excluded from many Curacao regulated casinos and have been able to deposit money afterwards on different sites regulated by Curacao. I deposited £543.95 today on Chipstars casino and lost the money then emailed there support team about my problem gambling and my situation, they have not replied back. Am I entitled to claim this money back? I am in therapy due to this problematic addiction and have a gambling block on my cards but able to play internal casinos especially Curacao ones when I have self excluded from them. My banking transactions do not come up as a gambling transactions so that is how they are able to get around that one. Do I have a case to claim a refund?
thanks,
Adam
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8 months ago
Hello Adski86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Chipstars Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- When exactly did you request your self-exclusion at Chipstars?
- Did you deposit after your request?
Please note that no funds before processing your self-exclusion by the casino is refundable.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Hi Nick, my account was not verified it was refused due to not providing a utility bill which I provided a latest phone bill with my address on it, I also provided my passport and passport number. I requested my self exclusion at Chipstars about a hour after I had lost the money, I am self excluded from other Curacao regulated casinos though. I did not deposit after my request my account was closed after I requested the self exclusion. My argument is whether the casino is liable by Curacao licensing not to allow me to set up an account.
regards,
Adam
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8 months ago
Hello Adski86,
Unfortunately, it is not liable.
Curacao license works differently as UKGC. You have to request for self-exclusion directly in the specific casino as they do not have a cross-sister casino self-exclusion. There are a few exceptions but I would not count on it.
I'm sorry but in such cases, the refund is not possible.
I would advise to retain from any Curacao licensed casino if you are struggling with gambling addiction as any deposits prior to your request are non-refundable.
Is there anything else we could assist you with?
Awaiting your response.
Regards,
Nick
