Paddy Power Casino - Player seeks a refund due to self-exclusion oversight.

I have been self excluded from all British sites through Gamstop and self excluded individually from this site itself. However in a moment of weakness I was able to open a new account with a different name and email address. When it came to depositing funds into the account, to my surprise I wasnt asked to do any verification checks and I was even allowed to deposit using bank transfer and transfer from my card to the amount of £6300 which had my real name ( the name that is self excluded and bank details self excluded ) which is different to the name that the account was under. Surely the websites responsible gambling guidelines should have not allowed this and stopped these deposits from happening. No verification checks where done, the bank account and card name is different to that on the paddy power account. I have asked the company for full refund of deposits as I feel they failed to protect me even though I was self excluded. I have heard nothing back from them

Dear Westland79,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Paddy Power Casino and 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 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 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

Email

has been sent

I have not received any emails from you. Could you please check if you sent it to my address, veronika.l@casino.guru?

Dear Westland79,

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.

I have sent an email explaining the situation on how I was somehow able to deposit using a different card and bank account from the name on the account. The Funds used came from a bank account that is owned by a self excluded player

I'm sorry, but in the emails you sent me, you mentioned that you registered in the casino under a different name and email. Since your account has not been verified, the casino did not compare the data of your payment methods with those in the self-excluded account. By registering under a different name, you breached the Terms and Conditions by providing false information. Unfortunately, we are unable to assist you any further.

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.