Crazy Star Casino - Failed self-exclusion.

I am self excluded from online casinos for 5 years as a problem gambler and should not of been able to play. They let me deposit £300 within minuites with no questions. I would expect to be refunded due to should of not been able to play in the first place.

Dear Jamie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We believe that your deposits made after you sent the self-exclusion request should be returned. Please, could you forward me the email or message in which you have requested to be self-excluded from this casino?

Also, please forward any relevant communication between you and the casino, together with the deposit receipts to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Jamie, thank you for your email. Do I understand correctly, that you are registered and self-excluded in GAMSTOP?

Did you request self-exclusion in this casino directly as well?

Yes that is correct. And yes I have self excluded from the casino too

Jamie, I checked your email again, but I don't see the request for self-exclusion you sent to the casino. Would you be so kind, and provide it as well?

This was done from live chat, I do not have the message. Thanks

Jamie, I am sorry, but I am afraid that we won't be able to help here. Although Gamstop self-exclusion is still active, please understand that it covers only casinos licensed by the UKGC, and, unfortunately, you will still be able to register and play in offshore casinos. Therefore, you always have to ask the self-exclusion separately in each casino in such cases.

For future references, I would always suggest contacting the casino by email, stating all the important information. Sending an email is the best way to request an account closure or a self-exclusion because you have valid proof of such action. Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. If you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. 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.