The player from the United Kingdom, who had self-excluded via GamStop, managed to open an account with different details and deposited over £7,000 on Paddy Power without undergoing verification checks. He requested a refund of his deposits, citing a lack of care for vulnerable players. The Complaints Team informed the player that they could not assist as the new account had been registered with different personal details, making it impossible for the casino to cross-check against existing self-exclusion records. The complaint was ultimately rejected due to these circumstances.
Paddy Power Casino - Player's deposits ignored self-exclusion.
Amount: £5,500
Paddy Power Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
I am self excluded off all British gaming sites through gam stop but I was able to open an account with a different name and email address and desposit over £7000 using 2 bank cards that are in my name and details that are banned. Paddy power never once asked for any verification details from me and allowed me to deposit this amount without question. There is no care for vulnerable players at all on the site and I am asking for my full deposits back
Public
Public
2 months ago
Dear Dalziel7,
Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. 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. 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 petronela.k@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,
Petronela
Public
Public
2 months ago
Hi Dalziel7,
I apologize for the situation you're facing, but unfortunately, we are unable to assist you if a new account was registered using different personal details than those associated with your previously self-excluded account. It's important to note that in such cases, the casino may not have had the opportunity to cross-check your new information against any existing self-exclusion records.
Additionally, bank details typically are not automatically checked against self-exclusion lists, as this process primarily relies on personal information such as name, email address, and sometimes other identifiers provided during registration.
If there are any additional details or circumstances related to your complaint that I may have overlooked, please do let me know. However, based on the information provided, I regret to inform you that I am unable to proceed with your complaint as it appears unjustified under these circumstances.
Thank you in advance for your understanding and cooperation.
Public
Public
1 month ago
Dear Dalziel7,
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.
Public
Public
1 month ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
