little Posted October 8, 2018 Share Posted October 8, 2018 Hi I've just joint this sites and would just be grateful for any advise. So to try and cut a long story short. I have a problem with my gambling. On the 5th of August after losing all I had again. I took the steps of becoming a member of gamstop. I knew that I wouldn't possibly take one more hit. Straight away I wasn't able to get on any site. A while passed and came across bet uk a site that I was a member of for around 6months and never really used it or ever took out money. Just by chance, I tried to sign into my account but it seemed that my password didn't match. I then contacted them on live chat and ask them to check the account as I was unable to sign on. After the team looked into this I was advised that my account was active and that they were just having some technical issues just to keep trying to reset the password. I then thought this sites must not be covered under gamstop. I thought I'll be able to control this. It's sister site castle jackpot was yet another site that allowed me to join. I deposited a lot of money into castle jackpot and lost all at the start of sep. So my next gamble wasn't until the end of September were I put all my money into bet uk trying to win back what I had lost. I deposited 750 into the site and managed to get the winning back up on Sunday the 30th of september. I was contacted via email to send in documents for everything to be checked. I got onto live chat and send everything to the team. I was then advised by the team that it would take up to 96hours. So the waiting game started. I had the money sitting all well and ready to go up until Wednesday the 3rd where they contacted me saying that they needed my bank cards again. Surely after all this time of them making the checks after 72hours should they got details of my self excludion. And freeze all money in the account which they failed to do so. I lost all that was in the account. I couldn't believe it. So for some emotional support I contacted gamstop to my surprise I didn't not realise that bet uk was Leo Vegas which was a site that was covered under gamstop. They told me to contact the company and explain this which I did. I have been advised that they have sent the case to the responsible gambling team and that they will contact me. For all the times that i have gambled all my money never have I tried to chase the company as I was my fault for putting all my money into the slots but considering that i have put in a safely net online to stop this from happening surely this company should take responsibility for not going through with the self exclusion that was in place. After telling them about the case they have self excluded the account. Thanks for listening 1 Quote Link to comment Share on other sites More sharing options...
david1111 Posted October 8, 2018 Share Posted October 8, 2018 Hi Little and welcome to the forum. From what i understand if you exclude via Gamstop, the exclusion will only apply to casinos signed up to Gamstop, however, if you specifically self exclude from a site then this should cover all sister sites without exception. They have a responsibility to act on your instructions which they have failed to do. Will be very interested to hear the outcome. Quote Link to comment Share on other sites More sharing options...
little Posted October 8, 2018 Author Share Posted October 8, 2018 Yes i believe that bet uk must have some dealing with gamstop because as soon as i made them aware of my self-exclusion with gamstop and explained to them that Leo Vegas was covered they self excluded the account so if it wasn't the case then they would not have self excluded the account straight after being aware of this as i would have then been my responsible to ask for this to be put in place. It seems that its a long waiting game and they have ask me to send in a photo of the email when i joint gamstop. Other than chat i have not had a response from bet uk via email. But i did try to log into castle jackpot. I am not receiving a message to say that I'm self excluded but a password error which makes me believe this was why i was unable go get on bet uk first of and the team when i did talk to them reactivated my account Quote Link to comment Share on other sites More sharing options...
Guest Jake. Posted October 8, 2018 Share Posted October 8, 2018 Hey & welcome to the forum, They are apart of gamstop so you should of been self excluded , was the account used under the same email you signed upto gamstop with ? although gamstop is amazing there still is teething problems as its not obligatory yet . the only thing you can really do is wait for their response then if you arent happy with the decision you can start the process of making a formal complaint . also they have to refund any deposits made to any of the casino's under the brand if you are as you say self excluded so i wouldnt worry to much about the lost money just yet. Good Luck! Quote Link to comment Share on other sites More sharing options...
little Posted October 8, 2018 Author Share Posted October 8, 2018 Thanks so much for your reply i really do appreciate it. As being in the dark is a terrible feeling. I have registered all the same details the only problem is that the main email address used in gamstop is different but when i signed up to them in my application it ask for any other email addresses that i used for online gambling and i give all this information. And due to this all the gambling sites that i used along side bet uk with this email send me an email to say that i could no longer use the site as i had become a member of gamstop. So i don't understand how bet uk has failed on this Quote Link to comment Share on other sites More sharing options...
Rocknrolla Posted October 8, 2018 Share Posted October 8, 2018 @little Welcome mate and sorry to hear about your situation! If your from England I can also give you a free gamban code for a bit more protection if you like? I would wait and see what they say then let us know as I've read a few cases like this and when it's been the casinos fault they have refunded the deposits but when its been Gamstops or when they blame each other then it gets a bit more complicated. Quote Link to comment Share on other sites More sharing options...
little Posted October 8, 2018 Author Share Posted October 8, 2018 No i would not be able to put the code to use. But thank very much for your support. I believe it's just a case of waiting an outcome. I don't know how long this may take as i have been on chat every day asking for an update and it's just the same answer that i will get a response when the team is finished investigating the case. I'm not sure where i can get further support if the casino does not give me a refund. Quote Link to comment Share on other sites More sharing options...
Solario333 Posted October 8, 2018 Share Posted October 8, 2018 Strictly speaking you are entitled to a refund,since the casino named is part of the regulatory agreement. However it is disingenuous of you to attempt to gamble knowing that you are excluded and have scored an own goal..... If you are going to stop gambling you must actually STOP, not find ways to circumvent your own instructions in the hope of hitting a big result. ....IMO Quote Link to comment Share on other sites More sharing options...
little Posted October 8, 2018 Author Share Posted October 8, 2018 I completely respect what you are saying but I did not use this site knowing that i was understand self excluding. As if this was the case then i would have made the case against the casino the first time that this happened on the sister site. A month before. So yes i took a risk to go back and gamble again knowing that i could possible loss and that's regretful. So yes this is a big lesson learnt. And hope that gamstop will help me to stay clear of online gambling for the further as its something that i need go overcome. And not slip up on. Quote Link to comment Share on other sites More sharing options...
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