Good evening,

I registered with GamStop in May 2018 and again renewed my GamStop registration on the 5/11/19 due to gambling becoming a problem in my every day life. My self exclusion runs for 5 years.

This week I had a slip up and registered at sportsbetio.uk. I have deposited ￡1200 without ANY checks on ID and despite using the bank card (I’ve had the same account for 21 years), my home address (on GamStop) etc. I believe I’ve been considerably let down by sportsbetio and believe that had I won and tried to withdraw I would have had my account found to be against rules and winnings denied.

I wish to complain strongly to get my deposits back (as I said I think any winnings would’ve been held back) and help them for future problem gamblers.

Please can you advise.

thank you,

Marc R*******

Dear Marc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In this situation I can recommend you personally contacting GamStop. Here is their email address [email protected]. Please describe what happened in detail.

When you receive an answer from GamStop, please forward it to [email protected].

Unfortunately this step is something we cannot help you with, because we cannot receive any personal information from GamStop (GDPR and Privacy Policy reasons).

Please let me know if this advise was helpful and keep me updated. Thank you very much in advance.

Best regards,

Kristina

Good afternoon Kristina,

Thank you for your email. I will do this now.

kind regards,

Marc

Thank you for your quick reply Marc, let me know if there is anything new (or you require further assistence). We will keep this complaint open.

Good afternoon. I emailed GamStop on the day I messaged you, 3 days ago and still haven’t received a reply from them.

I have been in ‘queue position 1’ on the live chat for nearly an hour now so I’m having real difficulties getting hold of them.

I can send my GamStop file over to you by pdf if this is a possibility?

regards,

marc

Dear Marc,

I am sorry, but this isn't something we can ask from you and, unfortunately, we can't contact the GamStop in your name. Please be patient, and wait for a few more days, it takes time to process requests like this.

Hi Kristina,

I had a reply from GamStop yesterday and they’ve asked me to CC you in my complaint and I have done. I sent the email last night CC’ing yourself, GamStop and the casino.

kind regards,

Marc

Thank you Marc for letting me know, I received that email. Hopefully your request will be processed soon.

Thank you for your reply Kristina,

Fingers crossed, I really appreciate all your help.

Good morning,

I am wondering if there has been any movement on my case at all please? It says on www.kpvfaw.com that it is waiting for my reply but the last message was from kristina saying that she hoped my request would be processed soon so I just wanted to make sure I had done everything I needed to?

Thank you again,

Marc

Dear Marc,

Thank you for your question. First we need to have some official statement from GamStop - this is the best option for you in situation like this, therefore we are waiting for your (their) reply. I received your emails, so I see that you've already contacted them. Still no answer?

Good morning Kristina,

I had a reply from GamStop asking me to provide all my details so did that on Wednesday and am waiting for them to reply to me now. I will email them again now to try and push things along.

kind regards,

Marc

Thank you, Marc, please keep me updated.

Hi Kristina,

Ive had this email back from GamStop. I presume this is to be able to forward my GamStop details to you? I’m really confused as to how this all works.

Kind Regards

"Dear Marc?

We have completed your ID verification – thank you for your patience.

We will now process your request for confirmation of your registered details with GAMSTOP."

Hi,

I have had a reply off GamStop and incase you wasn’t CC’d in the email I have forwarded it to you.

Please let me know what I need to do next.

Regards,

Marc

Hi Kristina,

I have just had a message from sportsbetio.uk (it is attached to the emails we have been sending so I’m sure you can see it on the email message thread), it simply says "NFA"

This explains nothing and really shows how incompetent the company is. Can you please enlighten me on what the next step is. Thank you

Marc

Even though I still believe, that GamStop is the best option here, I will now transfer your complaint to my colleague Viliam who will try to get in touch with the casino and ask for their standpoint in this situation.

I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marc,

I looked at your complaint and will do my best to help you. I would like to invite Sportsbetio.uk Casino into this conversation. Can you give us some standpoint why did you accept player with gambling problems who was registered at GamStop?

We would like to ask the Sportsbetio.uk 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’.

Hi Villem,

I had an email from Sportsbetio.uk saying "we do not deal with third parties" referring to this site. I consider their handling of this whole case to be really unprofessional and I have emailed the Gambling Commission as well as still having the case open with Gamstop. I believe this company to be seriously unjust and lacking any sort of customer care.

Dear Marc,

I am really sorry but we can't do more in these situations when casino rejects to communicate with us. Try to solve this issue with Gambling Commission and let us know about your progress. I'll extend the timer by 30 days which should be enough time to get some decision. I hope you'll get some justice. Good luck, Marc.

Hello Marc,

is there any progress in your case? Did you manage to contact Gambling Commission?

Good morning Viliam,

I still haven’t received a reply from the Gambling Commission, I have no idea how long these things take but it’s been weeks now.

Dear Marc,

it is quite unusal that Gambling Commission is non responsive for a month. Let's try to contact IBAS (Independent Betting Adjudication Service) which is also one of the gambling authorities. You can make a complaint directly on their website: https://www.ibas-uk.com/ or you can write an email to this address: [email protected].

It would be helpful if you can send them also website link of this complaint.

Please, let me know if there will be some progress.

Hello Marc,

is there any progress?

Good afternoon Willem,

I have today emailed Ibas again to see if they can help with the matter. As soon as I receive a reply I will detail it on here. Thank you so much again for your help.

kind regards,

Marc

Dear Marc,

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 hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.