PKR revoking bonus for no reason.

[vinylweatherman]

I seem to be fighting a losing battle with Alderney over the moneybookers link. The first reply from them advised me that they would investigate Gamebookers although they thought it unikely that two seperate issues were related!

Once I pointed out that I was referring to MONEYBOOKERS I got a response containing contact details for the FSA!

I have now written back and expressed my disappointment at having to reiterate that this is not an FSA issue but is a complaint about the lies told to Moneybookers from PKR.

Whilst on the phone to moneybookers a customer service rep let it slip that PKR were the complainant but of course Moneybookers will not officially confirm this.

In fact, Moneybookers will now not respond to my requests for information on how to proceed with a subject access request or even how to receive information held about me under the data protection act.

It is shocking that multi million pound, government regulated companies behave in this manner. If it wasnt happening to me I dont think I would believe it!

Alderney is correct, they do NOT regulate Moneybookers, this is indeed an FSA matter, and if Moneybookers do not allow you access to your data under the data protection act (or obstruct your ability to request it), then this is a matter for the Information Commissioner's office.

Since Moneybookers let slip it was PKR that caused your account to be closed, you could now make a Libel claim through the courts for damages (loss of reputation and character with Moneybookers). PKR clearly have something other than mere "bonus abuse" on you, and might explain their evasive responses. I believe that it is 99% the case they have identified you as a fraudster (false ID, moneylaundering etc) and have convinced Moneybookers of this, hence they have closed your account. They have done this BEFORE Alderney have completed their investigation, and you need the results of this before you can be certain of what to do next.

If Alderney rule in your favour, PKR could be in BIG trouble, as you then have an official ruling that PKR have made a false accusation, and further, have passed this to a third party as fact before the appeals and complaints procedures have run their course.

While this is a matter of a confiscated bonus, it is now clear that your reputation has been defamed, and that you have been lied to as to the proper reasoning behind this action by PKR. Given that you know it was PKR that made the complaint to Moneybookers, you will be able to interpret your personal data from Moneybookers, even if they simply state "complaint of..... from unnamed merchant".

This mess could take some while (and effort) to sort out.



PS.
When you request your data from Moneybookers, don't forget about the possibility that your phonecalls were recorded - this would place on record the fact it was PKR that made the complaint.

[topoor]

I dont think the FSA is the right avenue for anything other than the non disclosure of my information. My issue is with PKR for making false accusations and the only route to recompense I have in the first instance is through Alderney. Unfortunately Moneybookers like any bank has the right to choose who they do business with. My only hope of getting my account reopened is that Alderney can provide some details of communications between PKR and Moneybookers and then I can prove to Moneybookers that whatever PKR have said is rubbish.

PKR cant have anything on me. If they did I doubt they would have returned my deposit + winnings. I also think they would have reported me to the police had my documents been fake. I genuinely dont think they have identified me as a fraudster but that it is pure spite on their part.

Perhaps they felt they had to make accusations of this sort to justify their bonus removal to Alderney?

PKRs actions are Alderneys responsibility. Once I gain some evidence of PKR's behavior legal action will follow.

[topoor]

The deputy head of complaints at Moneybookers has emailed me requesting dates and times for my availability to have a telephone conversation with the head of complaints at Moneybookers!

I am considering arranging this but wonder if I should stick to written communications.

[Lister]

The deputy head of complaints at Moneybookers has emailed me requesting dates and times for my availability to have a telephone conversation with the head of complaints at Moneybookers!

I am considering arranging this but wonder if I should stick to written communications.

Topoor - I'm in a similar situation to yourself regarding all this buisness with PKR, not the Moneybookers issue however - i'm completely offended that Moneybookers would react this way and having looked into opening a account with them recently, i now certainly won't be.
If i were you i would politely inform them that you wish to conduct all communication via email. Be honest about it and tell them that you wish to do that so that you have everything in writing. This way if you do end up going to the FSA you have a complete record of every communication with them.

Lister.

[topoor]

Lister, have you contacted Alderney?

[Lister]

Lister, have you contacted Alderney?

I haven't contacted Alderney yet as i've only just sent of my id after they "permanently closed" my account and refused my first withdrawl. When they fail to make the payment - or more likely - pay less than they are due by the deadline i set i will be contacting Alderney, using the email address you listed.

Lister.

[vinylweatherman]

The deputy head of complaints at Moneybookers has emailed me requesting dates and times for my availability to have a telephone conversation with the head of complaints at Moneybookers!

I am considering arranging this but wonder if I should stick to written communications.

You should record the conversation

You should also tell them that you are recording the conversation, as this makes YOU fully compliant with the data protection act. They may then see that you are serious about wanting it all "on the record", and may agree to conduct this by Email.

Although any bank can decide who they want as a customer, they are NOT allowed to act unfairly. This happened over the recent bank charges issue, where customers were reclaiming "unfair" bank charges. Some banks responded by closing customers' accounts "out of spite" for taking the reclaim action. The Financial Ombudsman received several complaints, and rules that the banks CANNOT use this tactic to bully it's customers into not exercising their rights to complain. It seems Moneybookers have more or less done the same thing, you exercised your right to complain about the actions of PKR to Alderney, and they responded by passing their allegations on to Moneybookers, causing them to close your account. In this case, you can complain that Moneybookers have acted on false information they hold about you which they received from PKR. Under the data protection act, you have the right to have false information corrected. Alderney ruling that you have done nothing wrong will prove that this information is false. Even if you are found to be guilty of "bonus abuse" by Alderney, this still does not excuse PKR for making the complaint to Moneybookers. I also doubt Moneybookers would close an account because one of their merchants said a player simply "abused a bonus".

PKR are also guilty of "bait & switch", since they sent you a personal invite for this disputed bonus, it is not one you somehow found a code for while you were not on the list of recipients.

The communication from Moneybookers shows they are rattled by this affair, as previously they were ignoring you. They clearly want to stop this from going up to the Financial Ombudsman if they can help it - perhaps they now know the facts of the case are currently being investigated by Alderney, and the risk for Moneybookers is that Alderney might rule in your favour.
If you accept Moneybooker's invitation, but are not satisfied, you can still go to the Financial Ombudsman, or make a complaint to the FSA or the Information Commissioner about how these entities have handled your personal data.

[topoor]

Excellent post Vinylweatherman. Prior to reading it I had emailed Moneybookers and asked them to expand upon their reasons for the telephone discussion and I informed them of my wish to have documenated evidence of all communications. If/when they come back to me I will ask about recording the call.

Are you aware that in the terms and conditions for Moneybookers it still states that they can close accounts for any or no reason?

[topoor]

When they fail to make the payment - or more likely - pay less than they are due by the deadline i set i will be contacting Alderney, using the email address you listed.

Lister.

I posted an incorrect one earlier in the thread so for clarity the best email address for them is info@agcc.gg.

[vinylweatherman]

Excellent post Vinylweatherman. Prior to reading it I had emailed Moneybookers and asked them to expand upon their reasons for the telephone discussion and I informed them of my wish to have documenated evidence of all communications. If/when they come back to me I will ask about recording the call.

Are you aware that in the terms and conditions for Moneybookers it still states that they can close accounts for any or no reason?

This term is often seen, but has no real standing. It can be challenged as being "unfair" in a consumer contract, as it restricts your right to participate in a LEGAL activity. If Moneybookers were offshore, they could get away with almost anything, but they are not, so have to obey the rules.

The Financial Ombusdman cannot FORCE Moneybookers to take you back, but they can award compensation, and the ruling would then be a matter of record, and would be a "black mark" against Moneybookers. The best bet would be to look at the alternatives. More are springing up all the time, and the other main player, Neteller, is having to share with a couple of others.
There is also the option of UKASH for UK and EU players, although it can be hard to find a shop that understands how to do it with their Paypoint terminal. There is a downside, withdrawal by cheque only, but there is no need to disclose your bank details to the casino, just your ID documents as per usual. If you are not worried about casinos mishandling your details, there is also the option of using a VISA debit card, and in many cases, withdrawals can be sent back through the card and straight back into your bank. If playing in UK Pounds, there should be no fees either way.