GAMSTOP self-exclusion ignored

I replied to one of their automated emails, to make them aware I have already been excluded from Coral, a sister site of Gala Casino and for them to investigate it.

I then received this email at 11:59 today. Again, another automated email. I have had no manual response and no-one from Gala Casino taking this seriously.

This has already been done, their automated checks for exclusion across their platform clearly doesn't work. If that isn' bad enough, I am in the GAMSTOP database which is also meant to restrict registration.

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Dear Mr Wright,

As an ethical betting and gaming operator, we have a responsibility to protect our customers’ interests under the Gambling Act. Whilst most customers are able to enjoy their gambling, we recognise that for a very small number of customers gambling ceases to be fun. Having investigated your account, we feel that it would be in your best interest and ours to implement an operator enforced exclusion.

The exclusion has been applied to all Ladbrokes Group and Gala Coral Group accounts which we believe you hold (including Ladbrokes, Acekingdom, Galacasino.com, Galabingo.com, Coral.co.uk, Coral Connect, Coral Telebet and Ladbrokes Grid accounts).

Please note that whilst your details will be removed from our mailing database, this may not prevent you from receiving marketing material which is already in the process of being dispatched. We would ask you to please disregard any such material and apologise for any inconvenience caused.

The exclusion cannot be reversed for any reason and you may not apply to open new accounts. Accordingly, we will employ reasonable automated checks to endeavour to ensure that you can no longer transact with Ladbrokes Group and Gala Coral Group accounts. However, you also have an equal undertaking not to seek to circumvent the exclusion agreement by entering or continuing (or asking a 3rd party on your behalf) to participate in gambling or betting services via Ladbrokes Group, Coral Group and Gala Group’s online operations, Telebetting service and/or land based operations.

Please note that If you inadvertently receive marketing material and continue to gamble, or you circumvent the exclusion by, for example, continuing to gamble, opening and operating new accounts, and/or our automated checks and/or IT or software programmes fail to recognise any attempt by you to circumvent the exclusion, we are under no obligation to return any deposits, winnings, or other funds in respect of such activity online. Any accounts found to be in breach of exclusion will be closed as soon as they are discovered. .

Please note, if you hold a Coral Connect account or a Ladbrokes Grid account which has been closed as part of this process and you attempt to use it in a Coral/Ladbrokes shop, you will be requested to leave the premises. If you refuse to co-operate and/or become a trespasser, you will be removed.

Although we can support you in removing yourself from our services, this isn’t industry wide. Firstly, we would recommend that you also Self-Exclude from other operators at your earliest opportunity. We would also urge you to seek further help and support from one or more of the resources available to you, as they have the expertise and resource to offer you comprehensive support. We have detailed some of the organisations that can provide this support below.

Kind regards,

Responsible Gambling Team

Ladbrokes Coral Group
""

Thanks for the quick reply.

Total deposits amount to £140.00

Thanks,
Max

Dear @max67412,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Thanks for cooperating the AskGamblers Complaints Team.