What do you do when you try to close online accounts and the companies won't do it?

6 Posts
4 Users
Posts: 0
Topic starter

Hi All

I am a new member just joined today. I am really looking for some advice. Over the last few months Ive realised my gambling has been getting out of control, I could cry when I think of all the money i've wasted this year. A couple of months ago I discovered Gamban and installed it on my phone and laptop. It worked great for a few weeks but then stopped working on my phone. I contacted the customer support and they said the issue was with IOS and problems they are having with Iphone. (I have now ordered a new android phone to reinstall the software). Anyway as the software stopped working on my phone i began gambling again and it quickly started spiralling out of control.

Two weeks ago I decided i had to close my online accounts, which I did but one of the companies hadn't closed it even though they said they would (i requested my account to be closed via online chat support, I didn't keep a record of the exact date). I continued playing on this account and realised this had to stop so I have signed up with Gamstop and chose to self exclude for five years. I have recieved emails from a few old online accounts that i had forgotten about telling me I can now no longer access them, which is great. The company that had said they would close my account but didn't is registered as being a participant of Gamstop but the account still remains open and active.

I sent them a complaint email yesterday saying how I requested for my account to be closed a few weeks ago and it still remains open and also that I have now signed up with Gamstop and the account is still open and active. They replied this morning saying I need to contact a different department about this issue and then shortly after I recieved another email from them giving me £30 free credit for being a good customer!

Is there anything I can do about this? I just feel that they are ignoring all my attempts to close my accounts while trying to temp me to continue gambling. I do spend quite alot of money on this site as it was one of my favorites but it is a real struggle this morning not to log in and use that bonus money. I know if i do it will be gone within minutes and i will then end up despositing cash into the account. Is it legal what they are doing?

Thanks Emma

Posted : 25th December 2018 11:15 am
Posts: 2840

My advice join gamstop!!!! Merry christmas


Posted : 25th December 2018 5:26 pm
Posts: 0
Topic starter

I've joined Gamstop, I am on five years self exclusion as I said in the post above. The account is still open though.

Posted : 25th December 2018 6:40 pm
Lost my life
Posts: 618

Hi Em, firstly merry xmas to you x if u r like me it is not a happy one but ............. check to see if the on-line company is registered under the UK gambling commission , if it says on its site it is , then they are in danger of having their gambling license revoked in the uk if you report them. Just ring UK gambling commision on Thursday they will soon sort them out .

Posted : 25th December 2018 6:52 pm
Posts: 0
Topic starter

Thank you for replying. They are a big UK company so will be registered with the gambling commission. I have submitted another complaint this time through resolver and will contact the gambling commission on Thursday like you suggest. Hopefully get it sorted it’s just so frustrating!

Posted : 25th December 2018 8:03 pm
Posts: 0

What this company is knowingly doing is dirty and very much illegal. The commission would love to know about this. The company can get hit with very heavy fines.

Posted : 27th December 2018 2:38 am

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