Lottoland Casino UK - Player allowed to deposit despite Gamstop registration.

Good afternoon,

I am registering two complaints against two separate companies but the content of the complaint is very similar for both. The first one is as follows:

I am registered with Gamstop and have been since 2019. Recently (within the last month) I suffered a relapse and began searching the internet for an online casino and after several refusals (due to triggering Gamstop self exclusion checks) I eventually came across Lottoland. I signed up and was able to make several deposits over a 7 day period totalling £4530 split over 14 separate transactions all without being challenged for verification information. On day 7 I made them aware by email that I am self excluded with Gamstop and asked why I was allowed to proceed to join and then deposit, as yet I have not had a reply.

I am a vulnerable person as I am diagnosed with and being treated for depression and PTSD. I do not feel I can face dealing with Lottoland myself and after contacting the Gambling Commission I was given some helpful advice and places where I can seek assistance in resolving the matter.

I am asking for your assistance in finding out if I am able to be refunded my deposits due to the internal checks not being sufficient enough to detect my self exclusion with Gamstop.

I can provide any further information you require.

Thank you in advance.

Dear Mark191471,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you informed the casino about your registration with Gamstop but you have not received any response yet? When did you contact the casino regarding this issue?

Do you still have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, thank you for your message. I have now received an email from Lottoland asking for my "confirmation of registration document" which I have requested from Gamstop via email. Once received they want a copy emailed to them so they can review it. I am still able to log in to Lottoland but now when I do there is a prompt asking for validation documents, driving licence etc. which hasn’t been requested previously / throughout the period of very frequent deposits. Thanks again.

Thank you for your reply, Mark191471. Could you please confirm that the personal details you entered when creating your account at this casino match the personal details from your Gamstop registration? Have you provided all the required documents?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Mark191471,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.