Beschwerde #106 PartyCasino

Self Exclusion With Gamstop Not Observed

Von Robert W.

vor 7 Jahren

I am submitting this complaint as Party Casino's customer service is absolutely appalling and do NOT answer e-mails or telephone calls. They also do not have a live chat option so maybe this might attract their attention.

Joined PartyCasino on the 07/03/2019 was allowed to sign up, enter the site and deposit £30.00 via Paypal. It's also worth mentioning that I was successfully verified. Upon trying to login after being suddenly logged out a message appeared to say that I had been self excluded due to being a member of Gamstop. Now, surely this should have automatically happened when I signed up to the site and I should never been allowed to register let alone deposit with Party Casino??

I have wrote a complaint via Resolver (a UK company that helps settle disputes/complaints) to Party Casino as well as raise this issue direct to their complaints e-mail address.

Their response time is extremely poor (roughly three days) and on all occasions have received an e-mail stating that their 'dedicated team is looking at it and will get back to you soon'. I didn't receive an e-mail back when I asked for an update last week which suggests that they are blatantly ignoring me and hoping I will just forget about this.

I am extremely angry that a system put in place for problem gamblers like myself is not being adhered to by certain companies such as Party Casino who I feel have been completely negligent and irresponsible.

All details registered with Gamstop are the same details I registered with Party Casino so their is absolutely no reason as to why i was allowed to register and deposit with the operator.

It's also worth mentioning that I had self excluded direct with BWIN last year also (part of the same group - ElectraWorks Limited )

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< Full name removed >

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I have attached a few screenshots below.

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