William Hill Casino - Player registered with Gamstop was able to create an account.

Hello,

I am self excluded with gamstop. And I have had ongoing problems with gambling addiction and mental health problems over the past year.

I have taken steps to recover from the above hence why I registered with Gamstop. However in March I relapsed and I was able to create an account with William hill. I gambled £1600 in the space of 24hours all my details were as shown on gamstop. And no verification or safe gambling tips were carried out by William hill.

I contacted them to tell them if my gamstop and to close my account before I further gambled anymore money. I requested a refund due to their lack of highlighting the above information and protecting me as a vulnerable individual.

this has now been ongoing since March they have stopped replying to my emails. I have provided them with my gamstop certificate which was emailed to them via gamstop themselves and then they suddenly stopped replying.

Dear Mark,

Thank you very much for submitting your complaint and all the relevant screenshots. I’m sorry to hear about your problem. Do I understand correctly that the details you registered with at this casino match with those registered in Gamstop?

Please, forward any relevant communication along with your cashier history to kristina.s@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,

Kristina

That is correct, my gamstop had all the same details as the William hill account.

I will send over all our communication now.

Thank you very much for your reply, Mark. I haven't received any emails yet. If there is any other important evidence we should see, please, forward it to me, so we can gather as much information about your case as possible.

Dear Mark,

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 forced to reject this case because the player stopped responding to this complaint. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.