Sky Vegas Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

I suffer with Mental Health issues and last year had to self exclude due to gambling problems.

I had entered all information on Gamstop and was suspended from all Casinos. The Self Exclusion was for 6 months and that time hasn’t ended yet.

During lockdown (last week) I had broken down again and wanted to gamble again. I had signed up to Sky Casino (I already had an existing account with them which was suspended as part of the self exclusion) - And i was extremely shocked that they allowed me to register an account and make multiple deposits - they vary from small amounts and the largest being £112.00

When they were completing the verification process I had submitted the same identity document as the previous account and was shocked that they still approved me for an account.

my complaint is this.....I have since contacted SKY Vegas to suspend my account and close it immediately as I was scared of the downfall.

i am requesting they consider my request to refund any recent transactions to my card on file - and investigate as to why this was allowed? (I suspect not enough checks were completed?)

Before SKY vegas I had tried to sign up for other accounts but they completed sufficient enough checks to see I was self excluded. (One other casino had failed also, but I am in discussion with then)

This is poor service from SKY and I feel I should have been stopped. Surly the information I submitted to them would have flagged up another account and then from that they would have seen the self exclusion?

Please Help

Kindest Regards

Christopher

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any relevant communication along with your Gamstop registration? My email address is petronela.k@casino.guru.

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Chris,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.