Self-excluded, but still lost money?
Self-exclusion is a legal protection, not a polite request. When it fails, the question is whose controls let it fail, and that question has answers.
You registered with GamStop, yet an online casino still let you open an account and deposit.
A site you had excluded from let you back in before your exclusion period ended.
You kept receiving bonus offers and marketing after telling an operator to exclude you.
First question: whose rules applied?
Everything turns on where the operator is licensed. If it holds a UK Gambling Commission licence, GamStop participation is mandatory: your registration should have blocked the account within 24 hours, and the operator's own systems are required to check. A self-excluded player who could still deposit points to a control that did not do what the licence demands.
If the site is licensed offshore, in Curaçao, Malta or Gibraltar, it sits outside GamStop entirely, and the route changes: the operator's own licence conditions, its stated responsible-gaming obligations, and your payment route become the pressure points instead.
We establish which of these worlds your losses sit in, then build the file for that route: a documented complaint, escalation to the licence holder, or referral to a regulated legal partner where the failure warrants it.
- Your GamStop registration date and the exclusion period you chose
- Deposits made after that date, bank or card statements
- The account history: when it was opened, in what name and email
- Marketing emails or texts received while excluded
- Any prior self-exclusion requests made directly to the operator
Missing some of this? Start anyway, much of it can be reconstructed.
Your exclusion should have held.
Our initial assessment is free and strictly confidential. We will tell you honestly which routes your evidence supports.
Start Your Claim