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An important part of the circumstances was a medication change.

In July, I was prescribed duloxetine while I was already taking quetiapine as part of my existing treatment. Following the introduction of duloxetine, my mental health deteriorated significantly. I subsequently experienced severe depression, periods of psychosis, missing periods of time and periods in which I did not feel able to properly understand, control or consent to what was happening.

I am awaiting further treatment to determine whether duloxetine caused or contributed to this deterioration, and I am not making that assertion. However, the timing of the medication change and the subsequent deterioration in my mental state are important circumstances which I believe should be taken into account when assessing my vulnerability during the period in which the gambling occurred.

I was already receiving treatment for bipolar disorder with quetiapine, yet during this period I became severely psychologically unwell and my behaviour changed dramatically. This included returning to gambling after approximately five years without gambling, opening new gambling accounts and opening several new banking accounts for seemingly no clear reason.

I also want to provide an additional piece of evidence regarding my mental state. During this period, when I contacted Virgin to have my account unblocked, I disclosed to the person I spoke to on the telephone that I have bipolar disorder. I feel severely let down by the people who are supposed to ensure this exact thing dos not happen. I mention this solely because it provides an independent record that, during the relevant period, I was identifying and discussing my bipolar disorder with a company while I was experiencing significant difficulties.

The combination of my underlying condition, the deterioration following the medication change, my periods of psychosis and missing time, and the sudden change in my previously stable gambling behaviour demonstrates that I was in an exceptionally vulnerable state.

I had previously used GAMSTOP and had successfully remained free from gambling for approximately five years. The gambling that occurred during this period was therefore a substantial and sudden departure from my established behaviour.

Before this episode, I had been managing my finances and had access to credit and Buy Now Pay Later facilities. I am now facing serious financial consequences as a result of gambling that occurred while I was psychologically unwell and vulnerable.

I am therefore asking you to treat this as a formal vulnerability and safer-gambling complaint and to carry out a full investigation into my account.

In particular, I ask you to investigate:

why £100 limits where only enforced after I had deposited nearly £500, under the guise of having always been there.

the date and circumstances in which my account was opened;

my complete deposit and gambling history;

the speed and extent of the change in my gambling behaviour;

whether my gambling activity should have triggered customer-interaction or safer-gambling measures;

any affordability, vulnerability or responsible-gambling checks carried out;

any information I provided to you about my circumstances;

any customer-interaction records, messages or interventions;

whether any indicators of vulnerability or gambling harm were identified;

and whether appropriate and timely action was taken in response.

I would also ask you to consider whether the circumstances justify a refund or other appropriate redress for the gambling losses incurred during the period in which I was severely unwell and vulnerable.

Please also provide me with copies of the relevant records relating to my account, including my gambling history, deposits and withdrawals, account-opening information, affordability checks, safer-gambling assessments and customer-interaction records.

I am currently trying to prevent further financial harm and need appropriate support. I would therefore ask that this complaint is handled with my vulnerability and current financial circumstances in mind.

To further support my claims I will Gamstop again Indefinitely.

Please acknowledge this as a formal complaint and provide your response in writing.

Kind regards,

Jade Todd

29/05/1994

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Dear Jay94,

Thank you very much for providing this information. I am very sorry to hear about the difficult circumstances you have been experiencing.

To better understand the responsible gambling aspect of your case, could you please clarify the following:

• Could you please provide evidence of your previous GAMSTOP self-exclusion, including the email address you used to register with GAMSTOP and, if available, the confirmation showing when your exclusion started and how long it was set to last?
• On what date did you register your account with the casino?
• Did you ever directly request self-exclusion or inform the casino that you were experiencing gambling-related problems? If so, please provide a copy of this request and any response you received.
• At the time you registered and gambled at the casino, were you subject to any other self-exclusion applicable to UK Gambling Commission-licensed operators, besides GAMSTOP?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.