Home Complaints Lord Ping Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

Amount: £1,120

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

8.3/10 Very Good reputation Submitted: 13 Jan 2021 | Case opened
Current status

Waiting for casino to reply

-4d -12h -35m -51s

Case summary

12 days ago - 14 Jan 2021

The player from United Kingdom has registered with Gamstop (Self-Exclusion scheme). However, the casino accepted player’s deposits.

Public

Hello,


I made several deposits at this casino, before I was permitted to deposit and play games I was advised to send my ID this included:


Driving Licence

Energy Bill

Copy of my debit card.


My account was approved and was permitted to gamble. Also according to my credit file, Lord Ping Casino also did a full identity check via my credit file for even more enhanced security.


Due to been on Gam-Stop I should not have been able to set up an account, deposit or play games.


Note: My email address registered with Casino Guru is the same one registered with Lord Ping Casino.


I emailed Lord Ping Casino to explain the situation after depositing and self excluded myself on the casino, I also explained I was on the Gam-Stop Register. The customer service manager responded quickly (within 12 hours), but since then my previous emails have all been ignored and not responded too. I am unable to use Live Chat because you need to be logged into the site.


Lord Ping Casino have received my Gam-Stop document which was downloaded directly from the Gam-Stop site, Lord Ping advised me this needs to be requested directly from them by CC'ing the casino in.


I explained that Gam-Stop are currently taking 14 weeks for emails to be responded to due to the Covid situation and recent holidays. I then received confirmation from the UKGC that the official Gam-Stop registration document downloaded is sufficient in cases such as this.


I am concerned the casino is now ignoring me for my deposits to be refunded and the communication has stopped.




Public

Dear SherbetGuy,

Thank you very much for submitting your complaint and forwarding your Gamstop registration. 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? My email address is petronela.k@casino.guru. Have you saved, by any chance, your cashier history before your account got blocked?

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

Public

Hi Petronela,


Emails have now been forwarded to you via the email address.



thanks

Public

Thank you very much, SherbetGuy, for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick 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.

Public

We will now try to contact the casino and let them know about your issue.

Public

We will now try to contact Lord Ping Casino to join us and help us resolve your issue.

Public

Hello


Casino Guru.


As you can see Lord Ping are becoming non-responsive to this issue, on 15th January they where sent the official self exclusion document from Gam-Stop and still I've heard nothing from them.

Could you confirm if they have responded to you yet?



Public

Dear SherbetGuy,

Yes, we could get in touch with the casino and they asked for your username to identify your casino account. I've sent them your registration e-mail and they said they will look after it. However, still waiting for some information. Will contact them again today to find out if they have something.

Lord Ping Casino has -4d -12h -35m -51s to reply