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I have created an account, the account was validate and I was allowed to deposit and play on the platform, the problems started when I requested to withdrawal winnings, the casino closed my account and kept all the money.

They say that is because of my registration on GAMSTOP, that was made years ago by a partner and that I now have to endure until its end as they do not want to remove it even that I have proven that it wasn't a voluntary registration and it causes more harm having that registration as it gives room for the casinos to abuse it and only find problems if I try to withdrawal amounts. The good and trusty platforms process the withdrawals and then close the account, but the bad ones like in this case, use it as an excuse to keep the money.

I would like to have my withdrawal processed and the balance I had at the moment that they closed my account that was of around 650GBP.

I would like to give as reference the case that I have won when revised by IBAS where Gala Spins had to pay my winnings.

It is pretty clear on the GAMSTOP terms that the balance until the self-exclusion is applied has to be paid:

"If you have any withdrawable funds remaining in any online gambling accounts once your self-exclusion has been activated, the gambling operators of those accounts are required to return these funds to you."

I will provide a screenshot of my withdrawals requests, and I have requested the casino to provide me with a history of my play to check what was my balance that was around 650GBPP at the moment that the self-exclusion was activated

I am also including a copy of the resolution provided by IBAS when I went trough the same problem with Gala Spins.

Hello fl12345,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betway Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? How much did you deposit into the casino exactly? Did the casino refund any of the money since you let them know about your exclusion?

Please note that if you are excluded, you can only receive back your deposited amount nothing above that so if your total deposit amount was less than your current balance, you will still receive the deposit only.

Looking forward to your answer.

Regards,

Nick

The account was verified, and I deposited 245GBP, and they didnt refund me anything.

Does that mean that I can claim back my deposits in other casinos that allowed me to play?

Hello, after querying again customer support again about my refunds, they now changed their minds and are saying that they will not pay the winnings or refund me, and they are blaming me for trying to go around and registering a new account to play.

The thing is the account was registered and verified and a problem just emerged after I won big amounts and tried to withdrawn it. So what was verified that was good for me to deposit and play, but wasn't good for me to take my winnings? They should never have allowed me to have played in that case.

Please see attached, transcript of chat with customer service and also a copy of the email when I registered and account was verified.

Sorry I could not attach the files for some reason

Can you please forward the evidences which you could not upload here to nikolas.b@casino.guru?

Also what details did you use while registered your second account - were they the same as the one that is already excluded?

Hi Nick, thank you, I have forwarded you the email.

About the details, the address is different, since I have moved place since and there is a misspelling of the name.

The thing is, that if they verified and matched details when I tried to withdrawal, they should have matched when I registered and before depositing, what shows that they are either breaking their side of the GameStop regulations or they acting maliciously, or even if using any other excuse, they could have found the issues on first verification, why did they confirm and aprove account for later when I won being a problem?

Thank you so much for your help,

Regards

Dear fl1234,

As you claim you misspelled your name and you had a different address, how do you expect them to block you if it did not match with the details you have self excluded?

I¨'m sorry but in this case there is nothing we can do and I can only recommend you to contact GAMSTOP directly. Please once they respond to you let us know the outcome to nikolas.b@casino.guru.

Best regards,

Nick