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I would like my deposits back as I’m registered with GameStop

I contacted BoyleSports two ago and explained to them my situation they agreed over the phone that they made a mistake and they would be refunding my deposits back to me within 2-3 working days how ever I never received any of my money back I’ve tried calling them and after getting through to them they said they would only be refunding me £180 they have asked for copies of my GameStop account which I have sent to them but I haven’t heard anything back when I speak to them they are saying they matter is being reviewed but it’s causing me a lot of stress and anxiety do you have any suggestions on how I could speed the process up?

Dear Mario888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please confirm that the credentials you used to create your casino account match the credentials registered in Gamstop? Do I understand correctly that you managed to deposit £4,000 (dispute amount)?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello kristina thanks for getting back to me I appreciate the help so my name date of birth and mobile phone number was the same as my GameStop credentials but the email and address was different, do online casinos need to ask you for photo proof ID before you gamble or is that only when you withdraw? Yes so I deposited around £4000 I was let loose to self destruct I kept depositing and depositing no questions asked and then I got a call from Boyle sport on day 4 when I stopped gambling I did speak to them on the following Saturday and explained my situation over the phone the man told me he would reimburse me my deposits back and the £160 that was left in the account he said it would take 2-3 days it never come so I called them again and they said they was only reimbursing me what’s in my account which was the £160 they told me I had to send emails of my GameStop credentials which I have done I don’t have many emails as it’s been mainly done over the phone but I’ll send you whatever I have this whole situation is so stressful

Thank you for your reply, Mario888. I am sorry, but if your Gamstop account and casino account credentials did not fully match, we cannot penalize the casino for not recognizing you soon enough to block you. The email address is usually the first information that the casinos check to detect duplicate accounts or active self-exclusions. Unfortunately, because you changed one of the most important information, we are not in a position to ask the casino to refund your deposits. However, you can always contact Gamstop and ask for their opinion and help with the refund.

Moreover, if you still have access to your account, I would strongly recommend that you request a regular self-exclusion before you deposit even more money.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please, let me know if there is anything else we could help you with, or if I have overlooked something, otherwise, I am afraid that I will be forced to close this complaint. Thank you for your understanding.

Dear Mario888,

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, we’re forced to close 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.