The player from the United Kingdom was able to open a new account at a casino despite being self-excluded through Gamstop and the casino itself. The player deposited £6300 using real bank details that should have been recognized as excluded. They seek a refund, citing the casino's failure to enforce responsible gambling guidelines.
Paddy Power Casino - Player seeks a refund due to self-exclusion oversight.
Amount: £4,300
Paddy Power Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 4h 23m 50s
Case summary
2 hours ago
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6 days ago
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
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5 days ago
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
Casino Guru is examining the case
