Lord Ping Casino UK - Играчът иска всички депозити да бъдат възстановени поради съществуваща регистрация в Gamstop.

Hello,

I made several deposits at this casino, before I was permitted to deposit and play games I was advised to send my ID this included:

Driving Licence

Energy Bill

Copy of my debit card.

My account was approved and was permitted to gamble. Also according to my credit file, Lord Ping Casino also did a full identity check via my credit file for even more enhanced security.

Due to been on Gam-Stop I should not have been able to set up an account, deposit or play games.

Note: My email address registered with Casino Guru is the same one registered with Lord Ping Casino.

I emailed Lord Ping Casino to explain the situation after depositing and self excluded myself on the casino, I also explained I was on the Gam-Stop Register. The customer service manager responded quickly (within 12 hours), but since then my previous emails have all been ignored and not responded too. I am unable to use Live Chat because you need to be logged into the site.

Lord Ping Casino have received my Gam-Stop document which was downloaded directly from the Gam-Stop site, Lord Ping advised me this needs to be requested directly from them by CC'ing the casino in.

I explained that Gam-Stop are currently taking 14 weeks for emails to be responded to due to the Covid situation and recent holidays. I then received confirmation from the UKGC that the official Gam-Stop registration document downloaded is sufficient in cases such as this.

I am concerned the casino is now ignoring me for my deposits to be refunded and the communication has stopped.

Dear SherbetGuy,

Thank you very much for submitting your complaint and forwarding your Gamstop registration. 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 any relevant communication? My email address is petronela.k@casino.guru. Have you saved, by any chance, your cashier history before your account got blocked?

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,

Emails have now been forwarded to you via the email address.

thanks

Thank you very much, SherbetGuy, for providing all the necessary information via email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino and let them know about your issue.

We will now try to contact Lord Ping Casino to join us and help us resolve your issue.

Hello

Casino Guru.

As you can see Lord Ping are becoming non-responsive to this issue, on 15th January they where sent the official self exclusion document from Gam-Stop and still I've heard nothing from them.

Could you confirm if they have responded to you yet?

Dear SherbetGuy,

Yes, we could get in touch with the casino and they asked for your username to identify your casino account. I've sent them your registration e-mail and they said they will look after it. However, still waiting for some information. Will contact them again today to find out if they have something.

Dear SherbetGuy,

We have received some news from the casino and we are now checking all the evidence. Will get back to you as soon as possible.

Dear Nick,

Today I have received a response from Lord Ping Casino, I have responded and clarified the points on the email.

I have cc'd - petronela.k@casino.guru

So you can take a look.

Thanks.

Hi,

is anyone available to help me with this please?

Dear SherbetGuy,

Thank you for providing us with e-mails relevant to the case. Did you try to contact the licencing authorities with this case? If yes, what was their respond to you?

Hello,

I have contacted the licensing authorities to gain advice on Gam-Stop, no official complaint has been issued against Lord Ping Casino. I have advised them that you are helping me.

Thanks

Dear SherbetGuy,

I think at this point, the best you can do is contacting the licencing authorities to ask them to decide which side is right. We are trying our best to help every player but sometimes it is not in our competence to solve a case. We don't really have the insight to how Gamstop works and based on what criteria do the casino checks the player's detail registered there.

Dear SherbetGuy,

As I mentioned in my last post, I would advice you to try to solve the issue with the authorities as unfortunately, we don't have the insight of gamstop. From our point of view the casino should pay you back all your deposits. However the complaint will be now closed until any further update from the authority side. Please let us know how the licencing authorities decide so we can share it with other players too on our site. Send any furtner news or information to nikolas.b@casino.guru. Thank you in advance and I'm sorry that we could not help you more in resolving this issue.

Best regards,

Nick

Casino.guru

Dear SherbetGuy,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Dear SherbetGuy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.