Hi

I was allowed to bet on betfair despite being on gamstop for over a year and having a problem with gambling.

Despite betfair allowing me to deposit and deposit and deposit even after manually verifying my account 5 times.I have screenshots of all chat with betfair where I sent documents proving who I was numerous times yet they still allowed me to deposit.

I can send statements of all amounts deposited to them sometimes minutes apart starting at ￡100,￡100,￡100 etc etc etc every few minutes for hours to ￡500, ￡500, ￡500 etc etc every few minutes.

I even had a ￡15k win in this time in which I had to prove identity numerous times before they allowed me to withdraw some and then allowed me to put it all back in and loose it! I am not even trying to claim this "win" back I just want my account total losses refunding.

I have complained to betfair, IBAS and to UKGC, betfair refused to refund me, IBAS refused to get involved and UKGc said they were not responsible for decisions of refunds.

81019022- Betfair account number

RPCN-661- Esclation number to ibas

I have attached some of the screenshots with betfair and some of my deposits, there is lots more!! Please let me know if you require more.

This saga has caused a massive blow to my already poor mental health in which I have contemplated suicide on numerous occasions.

I have an addiction to there services which I tried to avoid by joining gamstop and I was still left massively vulnerable. I just want my losses back, not my wins as well meaning the casino wouldn’t have lost anything but neither would I!!

Please help.

I look forward to hearing back from you.

Yours sincerely

Niall G*****

Dear niallgibson1392,

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 your Gamstop registration? My email address is [email protected].

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

Hi Petronela

i have forwarded you my gamstop registration as requested.

Thank you, niallgibson1392, for your Gamstop registration. Please confirm that the personal details you used to register your casino account, including your name, date of birth, email address, and residential address, match the information provided on your Gamstop form.

Hi

my name and date of birth match. My email address and home address have changed since I registered with gamstop my name and date of birth remain the same though obviously.

May I kindly ask if you have contacted Gamstop to update your personal information? I hope you understand that online casinos are required to cross-check several factors when registering players, and it's important that all the information is accurate and up-to-date.

Hi

I have since but not before, I still struggle to see how my name and DOB don’t flag up on their system.

will this affect my claim then?

Regrettably, your complaint may be impacted as your personal information was not kept up-to-date with Gamstop before you created your casino account. We strongly advise keeping your personal information current, as failing to do so can result in difficulties such as those encountered in this situation. Nevertheless, we will make an effort to contact the casino, even though we cannot guarantee a favorable outcome.

I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance.

Thank you

Dear niallgibson1392,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear niallgibson1392,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation.  

Be aware that this specific complaint will have a minor impact on the casino rating. Based on the GAMSTOP policies published on their website, you should always update every new detail, so their protection works correctly. Since it is a third-party company with its own policies, I can only recommend reaching them directly and requesting guidance in this matter. They offered you a certain type of service, and they should be advisory with compliance. Let me know if you have any questions or require further assistance.

Best regards, Jozef

[email protected]