help and advice required please

[robscouser]

hey guys, so i am registered on gamstop since oct 2018 for 5 years and life is great, however after news of death in the family last week i felt very low, anyway i wanted to turn to my usual stress relief and try to open some accounts on casinos with no joy, however i managed to open an account with casumo with all the details used on gamstop, could not believe my luck, made 3 deposits of 100, 250 and 500, of course i lost the lot, my account is now blocked but should not have been allowed to open in the first place, am i entitled to get my deposits back??  im sure if i had won then my withdrawal  would have been refused 

[Nicola]

I would be interested in knowing how you got around the block. Did you change any part of your name (e.g. Rob / Robert) or changes to your address / email etc? Also had you previously played at Casumo with a different account?

I'm more than happy to speak to the rep at Casumo and see what I can do in regards to your deposits. Please drop me a PM with your username and I'll start the process.

Sorry to hear of your loss.

[Nick]

Sorry for your loss Rob, i replied to your email mate.

[Guest Casumo Andy]

Hello Rob,

First of all we're sorry to hear about your situation and hope you'll soon be in a better place.

Referring to the the fact that you were able to create an account despite your active self-exclusion with Gamstop, see our official position below:

During the night of the 20th March we had technical issues at Casumo, which caused our connection with Gamstop's servers to be temporarily interrupted, allowing you to create an account. This shouldn't have happened and we apologise for any inconvenience this has caused you.

While we're not able to anticipate technical errors like these, we do have systems in place that alert us as soon as possible when problems like these occur. In this instance we were able to fix the problem in less than 1 hour. All accounts that managed to create an account during this time window have since been contacted and all losses have been compensated.

As per our continuous dedication to a safer gambling environment, we have since implemented further technical enhancements in order to address technical issues even more efficiently in the future.

If you have any further questions or would like to find more information around responsible gaming, you're welcome to vist us on www.casumocares.com or contact us via playokay@casumo.com

Kind regards,

Casumo