LunaCasino - Igrač traži povrat svih depozita zbog postojeće registracije u Gamstopu.

I was able to open an account at Luna casino. My details registered with Luna casino have the same first name, surname , phone number 07******947 and day of birth as what is registered with gamstop.

My mobile number which I had a verification text code sent to is the same number registered on two sister sites (queen Vegas, ahti games)which have been self excluded due to being registered with gamstop - shown in screenshots. In addition the same date of birth is also matching on my gamstop registration form.

Also, I have deposited using the same debit card (see attached screenshot) across the sites queen Vegas and ahti games which are self excluded due to being registered with gamstop. I am requesting a refund of deposits under these circumstances, as the matching first name, surname, date of birth, phone number and debit card should have been enough to block my account, I should not have been able to deposit.

Also may I remind you of the changes to the LCCP which came into effect may 2019 which states that: 

Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.

This was not carried out effectively as I was able to deposit, and I should have been blocked. I was not verified before I made deposits.

Regards

Ruth marie F***

I would be so grateful if you could help with this case as I truly feel my account should have been blocked under the circumstances.

Thanks,

Ruth

Dear Ruth,

Thank you very much for submitting your complaint and all the relevant screenshots. I’m sorry to hear about your problem. Do I understand correctly that your email address and postal address don’t match with those registered with Gamstop?

Did you inform the casino directly about this fact? Please, forward any relevant communication along with your cashier history to kristina.s@casino.guru.

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,

Kristina

That is correct, email and postal address do not match gamstop form. I have emailed information to you regarding cashier history.

Thanks

Ruth

Thank you very much Ruth for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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.

Hi, has the casino been in contact? Thanks

Ruth

We would like to ask the Luna 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’.

Have the casino been in contact?

Thanks

Ruth

Luna casino terms and conditions state-

Where we have reasonable grounds to suspect that any two or more registered accounts are linked including whether they are linked to the same internet protocol ("IP") address, pattern of use, proximity of transactions, common bank details or address in common or otherwise and that the services provided via the Site are being abused of by you in any way, including by way of example due to a previously undetected fault, bug or other fault in the software, we may suspend the services provided to you via the site and your ability to access your account(s) with immediate effect as well as to reverse transactions on any one or more of the accounts that are linked.

So they have the capability to detect common bank details and suspend accounts, so why wasn't this done with my account? I used the same debit card with 2 other sister sites where I was self excluded for being registered with a regulator. I also verified the same mobile number at all 3 sites as well which should have been detected. Also having the same first name, surname and date of birth should have been flagged up. I strongly feel my account should have been blocked, I should not have been able to deposit. This is why I want to reach a resolution with my complaint.

Hello Ruth.

This is a reaction from the casino:

The personal details the player used to register the account in LunaCasino did not match the GamStop Registration details.

We have the following term in the T&C saying:

All information supplied when you register with the site MUST be accurate, complete and not misleading in any respect. Furthermore, if you make (or already have) a registration on GamStop, if you use different details in your account with us than you used on Gamstop we have no obligation to honour your Gamstop status.

Please, could you confirm their statement? Have you used different personal information?

Hi, my information I used to register is accurate and true. My first name, surname, banking details, date of birth, and mobile number all mat h gamstop and also match all the sister sites which I am self excluded from being registered with gamstop.

Hello Ruth.

This is the casino last reaction:

There were a number of deliberate differences for our system not to pick up any previous Gamstop exclusions and we stand by our T&Cs.

Unfortunately, the casino team could not provide us with evidence sustaining their claims, and they recommend you to contact their regulator. I will gladly help you with it. Please, contact me at my email address jozef.k@casino.guru.

I am closing the case as 'waiting for regulator', we will stay in touch and I will update the review accordingly.

Best regards, Jozef

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