Loot Casino - Player's account was blocked.

Hello,

I'm trying to contact this casino as they put my account on frozen.

I sent 10 emails to their emails (support and verify) but they are not responding.

I currently have £118 in my account but cannot deposit, withdraw or play.

The problem is, I'm a gambler and I'm registered with Gamstop (I know, my mistake as I couldn't stay away of these bad habits) and I have two-three sessions on this casino when I deposit almost £5000

I don't understand why I was allowed to open an account and to make such a lot of deposits having a seld-exclusion with Gamstop

Reading a few discussion, I understand these casinos should refund the players on exclusion because they are allowed to open the account when they should block them using the KYC

I'm registered with Gamstop since 2019 for a period of 5 years, but I used an different email address than the one registered with this casino.

Losing that amount of money, place me in a money problem, and I have received no response from them.

Regards,

Bogdan

Dear bogdanturcas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise when you opened an account in the casino? Did you mention your gambling problems to the casino at any point while you were a player there? Have you contacted GamSTOP about the issue?

Thank you in advance for your reply.

Best regards,

Tomas

Hello,

Thank you for your reply.

I opened the account this year, in February I guess, and as I said before, I played two sessions.

First one on the opening day, when I deposit over 2k and second after a couple of days...

I email them saying my problems with gambling after the second session, because I felt, if I will not do it, then I can go forever with this.

They just freeze my account and that's all.

I understand that I should be more careful with gambling, but the casinos should make more checks or proper checks in order to avoid what happens with me

But it seems, the casinos are very happy to have registered with them, the gamblers, and that's why they are not checking as they should.

I asked Gamstop to send me the PDF file, which they sent, but there is a bit of confusion because of the below.

- my full legal name is B****-V**** T****

- the name registered on Gamstop is B**** T****

- the other details are matching the casino, as date of birth and address

- the phone number is different than the one used with this casino (because I don't have that number anymore)

- the email address is different (because I don't use that email from more than two and a half years)

As i remember, I believe I sent the ID to Gamstop when I registered with them.

I believe if the casino asked Gamstop, they get back to them with the advice to don't allow an account for me, because the matching details (name surname date of birth address) are more than enough to check me.

Regards,

Bogdan

bogdanturcas,

Please understand we don't have the authority to decide if the casino licensed in the UK followed GAMSTOP rules or not. We only deal with cases where self-exclusion was directly requested in the casino by the players. I would recommend contacting GAMSTOP and requesting their stance on the situation. I would recommend you update the personal information in their database so that their database is up to date and can better serve you.

Please let me know if you contacted GAMSTOP and the casino and what they replied to you. Forward the communication to my email at tomas@casino.guru

Hello,

Thank you for your reply, but the casino refuse to answer to my emails and I have funds blocked there.

I have contacted Gamstop and they sent me the PDF file with registration details

bogdanturcas,

Could you please let me know what the casino informed you about when they froze your account? What is the current status of your casino account? Did the casino comment on what is going to happen with the remainder of your casino balance?

Please forward any communication from the casino about the issue. My email is tomas@casino.guru

Again, please understand that if the self-exclusion was supposed to be active due to your registration on GAMSTOP, and it failed, you should contact GAMSTOP and inform them about it. They need to investigate if the casino acted correctly.

Thank you for your understanding. Looking forward to your reply.

Hi Tomas,

Email sent.

The casino, another one, said they acted correctly because the details on Gamstop are not matching the details used for registration with them. (they give me examples such as phone number and email address, which obviously there are not important details, in my opinion).

I have emailed Gamstop and cc the casino in the email, where I asked for the pdf file with the registration details.

Regards,

Bogdan

Dear bogdanturcas,

Please understand that Gamstop is the ultimate authority on the issue and it's they who need to be made aware of the situation and decide if the casino acted correctly or not, by allowing you to register and spend money.

If you haven't contacted them, I strongly recommend you do so they can act accordingly.

We don't know the internal procedures of Gamstop and can't make any conclusion about how your personal information is matched with Gamstop database when you register a new account in the casino.

Without the position of Gamstop regarding this issue, we cannot proceed to confront the casino. Thanks for your understanding. Please keep me updated.

Hello,

But the casino doesn't release my funds, despite many email requests. They keep my funds in the account and don't respond to my email.

That casino is a shame, better said, it is just another scammer.

You are basing your request for a refund on the fact that the casino allowed you to register, deposit, and play, despite your registration with Gamstop, is that correct?

Yes, this too.

Also the casino blocked my funds there. As I still have funds in the account.

I understand, bogdanturcas.

In one of your previous messages, you wrote:

The casino, another one, said they acted correctly because the details on Gamstop are not matching the details used for registration with them.

Could you please specify if this casino is in any way associated with Loot Casino, to your knowledge, and if you are concerned the situation is similar in this case?

Do I understand correctly Loot Casino didn't provide any explanation as to why your balance is withheld?

Did you contact Gamstop with a request to look into the matter regarding the failed self-exclusion regarding this or any other casino as I suggested? Did you receive any reply?

Looking forward to hearing from you.

Dear bogdanturcas,

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.

Hi Tomas,

The other casino is not related with lootcasino

So, at this point, honestly I just want to get my money back. At least the money from my account balance.

I send them maybe 15 emails innthe last 2 weeks, and they haven't responded.

Nothing, and my account is frozen.

Please help.

Would you be able to forward your Gamstop registration and any communication you received from Gamstop regarding the issue with Loot Casino? Please send it to tomas@casino.guru

Hi Tomas,

I have done it (with a few weeks ago) but it seems you cannot receive emails.

Now, this casino is saying that my documents have been rejected.

• firstly I uploaded a screenshot of my bank statement
• then they asked for a PDF file
• I uploaded 3 times the pdf file of my statement, but I'm receiving emails from them saying this has been rejected (and asking for pdf file)
• I sent them emails with proofs of uploading PDF file but they don't respond

This casino is stolen my money. because are kept in their accounts

Thanks for the update.

Unfortunately, the casino refuses to communicate with us about player complaints as well.

I would therefore recommend you contact the ECOGRA alternative dispute resolution at http://www.ecogra.org/ata/dispute.php

If there is any further evidence in your case that you weren't able to submit to my email, please try again, as you previously were successful on the 18th of April.

Please let me know how you wish to proceed.

I'll await your message.

Dear bogdanturcas,

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.

Hi Tomas,

So if this casino is refusing to deal with your website, why is having this rating?

My money are blocked in their account and they refuse to respond to my emails.

Lots of emails sent, uploaded the documents requested, and they said there are rejected.

Please let me know how I can sort this problem with them.

Thank you

Thanks for your comment.

Unfortunately, in the past, the casino clearly stated they will not discuss complaints with our service. Nevertheless, they are still a licensed casino under UKGC and use other means to resolve disputes, so you have a good chance to get to your withheld funds.

I strongly recommend you contact the ADR mentioned above at http://www.ecogra.org/ata/dispute.php

As for your question about rating, you can read about how we rate casinos in our article here:

https://casino.guru/our-casino-reviews

While unresolved complaints have a negative effect on the casino rating, the fact the casino doesn't directly cooperate with us in resolving player complaints is not a factor negatively affecting it.

Unfortunately, without cooperation from the casino, there is nothing that we can achieve regarding your withheld funds and so I will close this complaint as 'unresolved'.

Even if we weren't able to help on this occasion please do not hesitate to contact us if you run into issues with any online casino in the future.