The player from the United Kingdom had deposited £1330 into a casino, despite being registered with GAMSTOP. She believed she should not have been able to open an account and was seeking a refund. The player had contacted the casino multiple times but had received no updates on her refund request, adding to her stress as a self-identified problem gambler. We had advised the player to contact GAMSTOP directly as they operated independently and had their own procedures for handling such complaints. Due to our inability to influence GAMSTOP's procedures, we rejected the complaint.
Luckster Casino - Player's was able to deposit and play despite being self-excluded.
Amount: £1,330
Luckster Casino
Safety Index:HighSafety Index
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8.2
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Despite being signed up to GameStop, this casino let me open an account with all my details matching and I deposited £1330 within 24hrs. As I am signed up to GameStop I would like a refund because I should not have been accepted.
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9 months ago
Dear Dancer2424,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Luckster Casino and I understand your concern. 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 refund eligibility 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 veronika.l@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
Veronika
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9 months ago
Hello,
thank you for you reply. I have emailed the casino several times and they just say "Hi Emmie,
Thank you for contacting luckster.com
Kindly be informed that there is no update for the refund request yet. Once there is any new information regarding it, you will be notified via email.
Should you have any further questions, please do not hesitate to contact us on Live Chat or through the 'Contact us' page.
luckster.com is committed to responsible gambling, for more information go to gamblingtherapy.org
Further information on responsible gambling can be found at the following www.gamcare.org.uk or www.gamblersanonymous.org.uk.
You should also consider visiting the GamStop website at www.GamStop.co.uk.
Launching in spring 2018, GAMSTOP self-exclusion will help you avoid online gambling. By signing up for this free service you will be prevented from accessing gambling websites and apps run by companies licensed in Britain. This will include any new ones that may open in the future.
Best regards,
Jay E
Support Specialist"
this is very stressful for me as I’ve banned myself on 2019 as a problem gambler with a serious addiction.
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9 months ago
Please contact GAMSTOP, not the casino. The link to their customer support can be found here: https://www.gamstop.co.uk/contact-us To get in touch with the GAMSTOP team, you have the following options: fill in a form with your query, contact them via email, chat with them, or call them from 10 am to 8 pm.
As mentioned before, GAMSTOP operates independently and has its own procedures for handling complaints related to failed self-exclusion.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
