The player from the United Kingdom complained that the casino had allowed them to register and deposit despite being registered with GamStop. We informed the player that GamStop operates independently and suggested they contact GamStop directly for resolution. The player was also advised to follow the casino's dispute process and, if necessary, contact the UKGC. The complaint was closed as it fell outside our ability to assess due to GamStop's independent operation.
Jackpot.com Casino UK - Player’s registration and deposit allowed despite GamStop.
Amount: £3,000
Jackpot.com Casino UK
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
I made a complaint to the casino as they should of never allowed me to deposit or register due to being registered to gamstop however they have completely ignored my emails and not even bothered to acknowledge my complaint
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3 months ago
Dear pinanjaz,
Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing.
In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP
https://www.gamstop.co.uk/contact-us
Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.
If there are any further developments regarding your case in the future, please don't hesitate to contact me at tomas@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.
Kindly inform me of your preferred course of action.
Best regards,
Tomas
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3 months ago
Can you just interfere as I have emailed them a numerous times but are not replying to any of my emails
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3 months ago
Could you please forward your communication with the casino, Gamstop, and your Gamstop registration to my email at tomas@casino.guru?
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2 months ago
Thanks for your emails,
First, let me emphasize that asking for a chargeback might cause you issues in the future, it's not a measure we would recommend unless absolutely necessary.
I apologize but since your self-exclusion is entirely managed by a third-party website (gamstop) I would encourage you to contact them directly https://www.gamstop.co.uk/contact-us
If you aren't successful in resolving the issue with them, I would recommend you complete the casino's dispute process outlined here first:
https://uk.jackpot.com/terms-and-conditions#Article_29
and if even then you are not successful, contact the casino's licensor UKGC.
You can find several resources on how to contact the regulator here:
https://casino.guru/submitting-complaints-to-regulators
contact information to the casino's regulator and miscellaneous information can be found here:
https://casino.guru/licensing-authorities/united-kingdom-license
Due to these factors, we won't be able to help further and the complaint will be closed. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
