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I created an account and started playing. I have a gambling problem and I am registered with GAMESTOP. My bank has blocked payments for gambling. Despite this, I was able to make a deposit of €850. I asked for a refund of my deposits because I read that it is illegal to deposit them in the UK without verifying the account, especially since I used two different bank accounts. I was asked for verification only after I submitted a request for a refund of all my deposits. At that time, my account was already blocked. This is unethical and illegal in the UK. The casino refused to refund me

Dear grzegorz91wisniewski,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VeryWell Casino.

Please note the casino doesn't operate under a UKGC licence and therefore isn't part of the GAMSTOP scheme. Your GAMSTOP registration will be effective only for UKGC-licensed operators.

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

• Have you informed the casino about your gambling problems already?
• Was your player's account blocked as a result?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I informed the casino about my problem and then my account was blocked

Thanks for the confirmation.

Based on the provided information It seems the casino acted correctly in closing your account once you informed them about your gambling problems. Unfortunately, only if such protection fails, we believe you are eligible for a refund.

If you have accounts open in any other online casino not covered by GAMSTOP I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Please let me know if there is any information I might have overlooked, otherwise I'll close the complaint.

Dear grzegorz91wisniewski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.