Midnite Casino - Player’s account failed Gamstop check, seeking refund.

I joined with this crowd sun 9th june. I was registered on gamstop and anyone who knows how gamstop works with your details registered you cannot access their sites. Within 24 hours i placed 207 bets, recieved 3950 in winnings. Used this to redeposit , lost it and even deposited 1000 of my own money. Most people would take this as a very serious issue and without a doubt paints a picture that someone is an addict. So i emailed them and explained my story. I was met with many customer advisers and then Krieger introduced himself as   the Safer Gambling Manager . I explained how i was registered with gamstop and asked how would it be that basic credentials would be allowerd to form an account. I suggested a few things that could only possibly be the cause for that. By this stage i had already sent a screen shot of the first page of my gamstop profile which included details such as the date i registered, the expiry,  my full name, my date of birth and my contact email address. All these details i used to create an account. He then asked me to send a PDF copy of the gamstop registration. I made several attempts to download the 2 pages but was only able to get the first one. Now i have nothing to hide because everything that i created on the account at midnite was on that gamstop form. 

He suggested that i did not provide the 2nd page as i was delibrately for some reason holding imformation. What i dont understand is that when you are registrered with gamstop , ive never even got the chance to put in my address on betting sites . When your name and date of birth followed by email address goes in you will get a message stopping you from completing the registration. I even sent this Krieger guy a screen shot of step by step instructions of an attempt i made to open an account with another group. It expliciably after the 3rd stage stopped me and said " unfortunately you cannot use our websites services"

I had not got as far as entering my address details. So it can only be a number of reasons as to why this happened as in to why i was avke to create an account on midnite. Theres a problem with their software, it was delibrately done or someone whose job is to overlook new accounts was sleeping literally on the job. It feels to me that Krieger and midnite are looking for a way as usual to blame the customer for something that is a requirement for all uk based gambling sites to have in place.

I asked for my net depsots to be returned. They even remarked how they could see that i had placed alot of bets in quick succession after lossess and even told me at one point how many deposits id made.

What about safeguarding and having a duty of care to not prevent further gambling related harm. They knew all this, i have the emails outlining what they said. What hope does people like me have when a betting company cannot hold their hands up and say something went wrong we failed.

This is not adhering to rules and i think most would agree that these sites will do everyrhing they can but admit they were wrong. Its as simple as this, i didnt put any details in to registering on midnite that wasnt on gamstop . So the fault lies with them.

They cant and shouldnt be allowed to brush this off as the customers fault. It would be different had i used different details to register with as it would be difficult to pick up but thats not the case.

Its extremy unfair and surely a breach of their duty of care. Im asking for my net deposits to be returned and i have also informed the gambling commissioner.

Again another betting site that thinks theyre above any law and continued to allow depositing despite the huge loss whilst outlinig all this to me. I mean a 5 year old could tell you thats all wrong. Can you help.

Hello Lisamac,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Midnite Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered at Gamstop? Would it be possible to forward the registration details from there and the casino as well? Is your account currently still open? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Nick,

Thank you for your kindness in trying to help. I have no problem sending you the screen shot or the PDF file i sent midnite. But i dont want to upload it jere as ut has alot of personal details. But if you were able to suggest a way that i could send it to you thats abdoloutely no problem.

In short i joined with gamstop the date of registratiin is 13/10/2020. For a minimum exclusion period of 5 years. The casino is already in receiot of the PDF file which Krieger asked for the 1st page which entails as i previously said.

I will send upload a few screen shots here of the last conversation. He also maintained because i suggested that 1 of the reasons could be that it was don

He also maintained because i suggested that 1 of the reasons could be that it was done delibrately that  i was ( in his words)  either inadvertently sending us only the first page of your PDF registration document, or you are deliberately choosing not to supply the second page which includes your phone number and registered addresses. We need the complete document in order to conduct our investigation in full.

Whilst I appreciate that you feel aggrieved in this matter, Midnite does not appreciate your allegation that we would through negligence, willful or otherwise, allow someone who is legitimately excluded via GAMSTOP to register to our site using the same details.

i also stated that it could be down to the fact that someone was asleep who was meant to be overlooking registrations. 

The last email or contact i had from them stated this 

"For absolute clarity: if you refuse to provide this document in full and unaltered, it will be impossible for us to investigate your claims meaningfully and it would be highly unlikely that we would be able to rule in your favour"

my account at midnite is closed. 

Just one last thing i would like to add. Gambling has tore my life apart. I began therapy last year and i relapsed. It has absolutely devaststed me as i believed i had put so much work into trying to put this terrible , soul destroying addiction behind me. I now have to pick up the pieces and figure out how i got back here. I dont think casinos or any betting establishment really realise the devastation and damage that an out of contol addiction does to someone. Those controls like gamstop are there to aid people and to be implememted. Can you imagine even 3950 being won and transferrd to me and then using that money to redeposit how that would be so simple to spot that someone had a very serious, damaging condition. You would have to wonder even at that point where was there no intervening on simply saying. You cannot deposit anymore as we feel there are signs of addiction.

One would surely think that they woukd be expected to act in that manner. 204 bets in 24 hours. They also noted that i was using their services late at night and early hours of the morning and wondered would this be normal behaviour for me. I think its faor to say that aǰnyone who is frantically placing bets for most of 24 hours is most definitely in a very vulnerable place . Truth be told all the deposits i used should be returned as it is a violation of their duty of care. I await your reeponse.

Hello Lisamac,

Please forward the mentioned evidence (gamstop registration, casino registration details and the communication with them) to nikolas.b@casino.guru.

I have sent you an email. If you need any further assistance please ask

Hi Nick just wondering have you been in contact with the casino

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 nikolas.b@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

Dear Lisamac,

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.

What is their to say Nick. You stated that it was a violation of responsible gambling rules. Regardless of what different terms and conditions gamstop have. They have allowed someone to get through an create an account with details used that i signed up to gamstop.

I have emailed midnite.com but im sure they will see your thread highlighting theres not much that can be done. I have also emailed the uk gambling commissioner.

As you know these betting companies wont take responsibility for anything

and will find loopholes aroud everthing.

If they can get away with this how many other people are being violated like me .

Its always the customers fault. So you asked if i had any updates. I havent and i highly doubt i will get any more respsonss.

This is not right and its making a mockery and its another thing being taken from people like me who have had their lives destroyed by gambling

These companies dont give a crap about me. If they did they would own up to some sort of error be it human or techincal and do the right thing.

I had hoped that you would perhaps put my case forward. With this being on a public forum it may have helped. Not sure what else to say. Very disappointed , another nail in the coffin.

I have already contacted gamstop to verify my details they suggested taking my issue to the regularotory body or onviously somewhere like heŕe.

I tried to sign up with copy bet and I'm posting a screenshot. So when other companies are presented with the same details they have no problem telling you that your details are with gamstop therefore you cannot go any further. So why is it 1 rule for one company and another rule for midnite.com which would lead you to believe it has to be deliberately done otherwise why not block my account and comply or at the least own up that something went wrong and take responsibility. Is there anything you can do to highlight this. See screenshot

Dear Lisamac,

Can you please forward the e-mail you forwarded to Gamstop or any proof that you did actually contact them to nikolas.b@casino.guru?

Dear Lisamac,

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.

In your last email you asked me to send you private mail to an email address you sent me. To which i replied and also what you asked me is here a sensitive attachment.

Unsure why you suggested that i did not reply and set the timer to give me a further 7 days to reply.

Did you not recieve the private mail?

Dear Lisamac,

The other respond is sent out automatically if the player does not respond prior to that. Based on the e-mail from the authorities, I can only recommend to submit your request again once their waiting period is over.

Meanwhile, we will be forced to close the complaint as unresolved and will reopen it once the regulator makes a decision regarding this matter.

Dear Lisamac,

Your complaint has been reopened after the casino reached out to us regarding your self-exclusion case. After reviewing the additional information, we regret to inform you that the complaint will now be closed and marked as rejected for the following reason:

The casino has clarified that you are a resident of the Republic of Ireland, and as you may be aware, Gamstop services only cover the United Kingdom (Great Britain and Northern Ireland). While your Gamstop registration was not applicable due to your residency, the casino promptly closed your account after you contacted them regarding your registration. Given these circumstances, we believe the casino acted in accordance with its terms and procedures.

We are sorry that we cannot assist you further in this matter.

Best regards,

Nick