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Good evening,

I’m writing to explain how I shouldn’t have been able to reopen an account with 365 while I was signed up to GAMSTOP. I’m a gambling addict ever since 2017 , I won big, and struggled ever since. I signed up to Gamstop over 4 years ago now and it’s been very reliable for me, only until recently when I was allowed to open a 365 account and deposit £1000 within a few hours , I’d like to request a responsible gambling refund for these deposits, KYC checks should of spotted this when I was signing up, regardless of the surname change Skybet/William hill never let me sign up. The card I’ve been using to deposit with is under my old surname still "Kieran ***** " and at first my deposits were only £25 for a few weeks, then within a few hours the other day it was £195/£300/£300. I know I’ve it’s my responsibility not to try and sign up in the first place, but that’s why the blocks are there, because I can’t help myself. I hope to hear back from you soon.

Kind regards

Dear kierangomez1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your difficult situation.

Could you please forward your Gamstop registration? My email address is tomas@casino.guru

Did the casino give you a reason for their decision about your refund? Could you please forward it as well?

Thank you in advance for your reply.

Best regards,

Tomas

Dear kierangomez1993,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.