Videoslots Casino - Играчът иска да бъдат възстановени всички депозити поради съществуваща регистрация в Gamstop.

I was able to open an account at videoslots casino even though I am registered with gamstop.

KYC procedures were not carried out correctly and effectively, as if they had been I would not have been able to deposit and gamble at this site.

I am requesting a full refund of the total of all deposits made minus withdrawals. I feel this is only fair. If the casino had carried out its verification procedures correctly I would not have been able to deposit at this site.

My name, date of birth and address match the details on the gamstop form, this was clearly shown in the ID documents I submitted which were verified.

I appreciate your help, I have emailed a screenshot of cashier history to you. Thanks

I just wanted to add this has caused me alot of stress and anxiety, i would really appreciate if my deposits were refunded and that I can move on from this ,

Thank you, Ruth, for your email. Could you please forward a screenshot of your casino account details too (including all your personal details that you have entered when registering the account such as your full name, address, DOB)? Looking forward to hearing from you.

Hi, I have emailed a screenshot of my details, thanks, Ruth

Thank you very much, Ruth, for your email. One last thing, please, before we'll contact the casino. Could you please forward another screenshot of your casino account with visible full name and DOB? Looking forward to hearing from you.

Thank you, Ruth, for your email. You have sent me address details. Is there any chance that you could take a screenshot of your account details where your full name and DOB will be visible? Please understand that the requested information is essential for this case. Looking forward to hearing from you. 

Thank you very much, Ruth, for your email. I will now transfer your complaint to my colleague Jozef 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.

Hello Ruth.

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

Dear Ruth.

After a deep investigation of your issue, we have come to the conclusion that we have no competence to resolve this case since you have not self-excluded with this casino but used 3rd party service. Since you have used the service of GAMSTOP, you have to contact them, and we cannot penalize the casino for this type of case or demand them to do the refund. 

Please, be aware that there are 3 similar complaints like this one. I highly recommend you refrain from registering further accounts and urgently contact the GAMSTOP.

https://www.gamstop.co.uk/

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, although I do not recommend it.

I am closing this case as 'rejected'.

Best regards, Jozef