The player from the UK, registered with GameStop, has joined two other casinos despite the GameStop regulations. She made multiple deposits and passed the verification process. The player requested a refund tied to her gambling addiction, but it was refused by the casino based on differences in account details.
VegasParadise Casino - Player's Request for Refund Denied.
Amount: £500
VegasParadise Casino
Safety Index:Below averageSafety Index
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5.4
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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9 months ago
basically I’m under GameStop and have been since 2021 however I soon discovered the ‘casino not on Gamstop’ pages and fell for the unregulated awful casinos but I then found Blue fox and Vegas paradise which I successfully registered for both casinos and made multiple deposits despite passing the verification process and then being part of Gamstop UK regulations, I asked for my account t to be closed in Jan this year as I am again trying to kick my addiction , the casino have refused my request for a refund saying I’ve used different details than on Gamstop this is not true so is this something that can advise on?
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9 months ago
Dear kristymerner541,
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
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 tomas@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,
Tomas
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9 months ago
Have you received any response from GamStop?
Were they able to assist you?
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9 months ago
Unfortunately for me Gamstop advised me to request a refund but they can’t help me with this 🙁
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8 months ago
Dear Kriisty45
Since Gamstop is a third-party organization, we have no authority to enforce their decision on the casino and Gamstop is the only one who can do that. I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case and leverage our position as mediator.
If Gamstop can't help, I recommend contacting the casino's regulator, UKGC.
You can find the contact to the regulator and more information here: https://casino.guru/licensing-authorities/united-kingdom-license
A guide on how to proceed with a complaint submission to a regulator can be found here: https://casino.guru/submitting-complaints-to-regulators
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 issues with any online casino and we will try our best to help.
