GrandMasterJack Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

I was able to open an account at Grandmasterjack casino even though I am registered with gamstop, which meant that the casino has failed to protect me being a vulnerable customer, having registered with gamstop since September 2020. I would like to receive a full refund of the total of all deposits. My name, date of birth and address match the details on the gamstop form. I have already copied grandmaster jack's email into requesting my gamstop registration form which they have received showing the matching details. I have tried to resolve this with the casino but they refuse my request for a refund. I feel I have a strong case as my details match the details on the gamstop form and my account should have been blocked. I would appreciate any help with this, any information you require please ask. I have screenshots showing the matching details and the total amount of deposits made.

Dear Ruth,

Thank you very much for submitting your complaint and all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any relevant communication along with your cashier history? My email address is petronela.k@casino.guru.

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I have emailed screenshots of communications to: petronela.k@casino.guru

thanks,

Ruth

Thank you very much, Ruth, for forwarding all the screenshots. I received those already when you've filed the complaint. Is there any relevant communication that would explain why the casino refuses to refund your deposited funds?

I have emailed a screenshot to you the reply I received from Grandmasterjack casino regarding my complaint.

Hope this helps, thanks

Yes, thanks Ruth

Thank you very much, Ruth, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ruth.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Is there any update?

Thanks

Ruth

Hi, have the casino been in contact at all?

Thanks

Ruth

Have Grandmasterjack casino been in touch at all?

Thanks

Ruth

Hello Ruth.

We have just managed to register the casino team into our system, I am sure they will respond very soon.

I am extending the timer by 7 days.

Hey Ruth,

Thanks for contacting us and Sorry for the inconvenience. Let me check with the details you have provided and get back to you at the earliest.

Hi Ruth,

After an in-depth investigation, it has been concluded that the credentials used while registering at our casino differ considerably from the ones you offered to GamStop when signing up to their services.

We do understand that you are experiencing difficulties regarding gambling, however, it is within the player’s sole responsibility to ensure that these credentials are maintained in order for the GamStop block to function properly.

As such, we are unable to approve your refund request.

I disagree, as my first first name, surname, address and date of birth all matched my gamstop registration form. I do feel in this case there should be a compromise made.

Regards

Ruth

This has caused me alot of stress and anxiety, I truly hope in this case that you reconsider as I strongly feel my account should have been blocked and that my deposits should be returned.

Dear Ms. Francis,

We are kindly asking you to contact our Complaints and Disputes department, dedicated to reviewing and providing resolutions to our customers’ claims.

For the purpose of your own protection, we are unable to further list on a public website the details of your claim and information related to it.

See below the casino’s Terms regarding claims:

O. Complaints and Disputes

If you have any cause to complain about anything then please contact us at complaints@instantgamesupport.com. We will deal with your complaint and all disputes will be dealt with as quickly and reasonably as possible.

I have emailed the above address as you suggested, however I want to keep this complaint open until it is resolved.

Still no reply from their complaints department...

Grandmasterjack have sent an email stating that my address doesn't match that on the gamstop form but it absolutely does, they even had proof of my address which was verified. Please help with this as I truly feel I should receive a refund of deposits, my account should have been blocked.

Dear GrandMasterJack Casino team.

Thank you very much for your cooperation. May I kindly ask you to react?

Dear Ruth.

We have reevaluated your case, unfortunately, even if the casino responds, it is not in our competence to decide justified outcome. The GameStop should have their own process in such cases. Have you tried to reach them?

I haven't yet, have you got any of their contact details? I'd appreciate any help 😲

Dear Ruth,

This fact is advised by GamStop while registering as well as a part of your agreement with this service, quoted below:

"GAMSTOP make it clear to consumers when they register it is their responsibility to ensure the details they provide as part of their registration with GAMSTOP are ones they have used to register with operators, and if their details require updating, they inform both GAMSTOP and the operator."

As such, we are unable to approve your refund request and kindly advise you to consider contacting the organizations below for further assistance:

GamCare http://www.gamcare.org.uk

BeGamble Aware: http://www.begambleaware.org/

Gamblers Anonymous http://www.gamblersanonymous.org.uk

Counselling Services http://www.counselling-directory.org.uk/gambling.html

Gambling Therapy: http://www.gamblingtherapy.org/

The details I entered on Grandmasterjack match details on gamstop.

First name , surname, date of birth, house number, street name, city and postcode - all match. This is why I am requesting a refund, I strongly believe that my account should have been blocked.

Dear Ruth.

After a deep investigation of your issue, we have come to the conclusion that we have no competence to resolve this case since you have not self-excluded with this casino but used 3rd party service. Since you have used the service of GAMSTOP, you have to contact them, and we cannot penalize the casino for this type of case or demand them to do the refund. 

Please, be aware that there are 3 similar complaints like this one. I highly recommend you refrain from registering further accounts and urgently contact the GAMSTOP.

https://www.gamstop.co.uk/

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, although I do not recommend it.

I am closing this case as 'rejected'.

Best regards, Jozef