GAMSTOP issue

I am raising a formal complaint against All British Casino, operated by L&L Europe Ltd, for allowing me to gamble despite being registered with GamStop for over six months.

Between 3–5 November 2025, I deposited and lost over £700 through my All British Casino account. I have a longstanding GamStop self-exclusion in place, which should have automatically blocked me from registering, depositing, or playing on any UKGC-licensed casino, including All British Casino.

After realising what had happened, I contacted the casino’s live chat. I spoke first with Connor and then with Charlie, a supervisor.

The chat transcript shows that:

I confirmed I am already self-excluded through GamStop.

The supervisor confirmed my GamStop exclusion was showing as active, but only from “today”.

I explained my GamStop registration has been active for several months, and my details have not changed.

Despite this, I was told I would not receive a refund.

This is not acceptable. The Social Responsibility Code Provision 3.5.5 of the UK Gambling Commission’s licensing conditions clearly requires all UK operators to block gambling activity for any self-excluded individual registered with GamStop. The burden is on the operator, not the customer, to ensure the GamStop integration works correctly.

Because All British Casino allowed me to deposit and gamble while GamStop-registered, this appears to be a clear breach of their licence obligations. I am now left with significant financial and emotional harm as a result.

I am seeking a full refund of all deposits made while I should have been blocked from the site, as well as acknowledgment that their GamStop system failed.

I have already contacted the casino’s internal complaints department (compl­ain­ts@­all­bri­tis­hca­sin­o.com), but their initial responses have been dismissive, claiming that the exclusion only showed “today”.

For reference, my chat transcript from 05.11.2025 shows this discussion in full