The Phone Casino - Player's winnings have been voided.

I had signed up to Gamstop 14 months ago and thought i had self exluded for 1 year.

I joined ThePhoneCasino using same contact details and had my documents approved and deposited £1,750 with winnings of £3,605.

They then closed my account after a couple of hours and said i was self excluded for 5 years which i was able to see via gamstop.

However they have forfeited all my money and said I won’t even be getting my deposits back and closed my account.

They have refused to comment further and the service has been absolute atrocious, I would avoid this company as much as possible they are horrendous and the service is shocking.

Dear leewallace,

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 leewallace,

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 this, please accept my apologies

Thank you, leewallace, for sharing your Gamstop registration. I have reviewed it and noticed that it is valid for a duration of five years, starting from April 2022. Based on this information, I am of the opinion that the casino should refund your initial deposit, given that you used the same credentials as indicated in your Gamstop registration.

To proceed further, I kindly request you to confirm whether the personal information you provided during the registration of your casino account matches the details provided in your self-exclusion form.

I look forward to receiving your confirmation.

Hello,

Yes that’s what I asked of the casino once I realised that it was five years rather than one year.

They have refused this though and stating they are forfeiting my money.

However it almost feels past that point in terms of a deposit back feeling acceptable due to their service

I have all the same details apart from my address which i moved to last week, however I was under the assumption that my gamstop was a year ban rather than a five year ban and once they accepted my documents and accepted my phone number which is how you signed up I had no issues in believing any problems

Kindest regards

Thank you very much, leewallace, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leewallace,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. As my colleague Petronela mentioned, as long as you have submitted the same personal information as on your GAMSTOP confirmation, ideally the casino should not allow you to successfully create an account, but the return of your initial deposit should be a matter of course for a fair casino that respects responsible gaming policies.

We would like to invite The Phone Casino to join the conversation.

Dear The Phone Casino,

Can you please provide information on why the player was able to create an account, verify their account, and deposit while self-excluded via GAMSTOP?

The casino has been quite outrages. -/ stated I moved house within the last three month and as I thought I had originally only done Gamstop for a month i didn’t think there would be any issue and if anything was to flag up it should be my contact number and name.

They’ve been beyond dismissive and unhelpful and I really will drag this down every avenue possible.

It’s even passed the £1750 in deposits I want back now which I suggested at the start once i realised that I was on gamstop for longer following them asking to get proof.

The service, the stress the absolute robbery has been horrendous. They’ve also tried to take down my reviews depsite them being accurate and matching this exactly

within the last month *

Dear leewallace,

I have received this (no)response from the casino support team:

" Dear Michal,

Thank you for your email. However, as you will be aware we are unable to discuss an individual case with a 3rd party due to the GDPR regulations in place. We would suggest to contact your complainer and advise them to contact us directly should they wish to make a complaint.

Customer Support

Small Screen Casinos Ltd"

I believe you have done that already. It is nothing unusual that the casinos can share certain information only with the players themselves, so we can't be involved directly.

I will at least try to get the casino support team to be more responsive toward you and hopefully solve your issue promptly.

They have rejected the complaint and advised they have forefited all the money, im in disbelief on what’s happened

Dear leewallace,

I have been informed by the casino support team that if you are not satisfied with their decision, to follow this

ADR and complaints process:

If you are not satisfied by our final response you can then involve the ADR whose decision on the matter will be final with no recourse to you thereafter. 

The outlined time frame for your complaint is as follows;

To the extent that you are not satisfied with our final response, you may contact IBAS, Independent Betting Adjudication Services Limited (a dispute resolution service) at PO Box 62639, London EC3P 3AS, UK, e-mail: adjudication@ibas-uk.co.uk, phone: 020 7347 5883. web: www.ibas-uk.com 

You must have followed this process: 

Have previously raised the issue with us, and documented in writing the substance of the dispute;

Promptly makes available to the IBAS, on request, all records on the subject of the dispute and relevant activity and relevant correspondence;

Consent to the sharing by SSC of your personal data with IBAS for this purpose.

Agree to be bound by the ruling of IBAS, save that appeal against a ruling may be made to the Executive Director of IBAS but only on the grounds that the dispute has been so seriously mishandled by IBAS's ADR team as to result in a manifest unfairness.

So I can only advise you to follow the process. You can get in touch with GAMSTOP and ask them to get involved, and they should be able to discuss your case with The Phone Casino as an "authority". Unfortunately, our competencies are very limited here, and there is not much we can do here anymore. Regrettably, we are forced to close this complaint as rejected.

Please feel free to let me know (michal.k@casino.guru) if and how IBAS and GAMSTOP responded, as well as whether you were able to resolve your problem.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal