Surprising Paddy Power Move - Account suspended after first deposit

[cycyzheng]

Hi all, it is nice for me to join this community but it seems like not a good start since I am starting it with a complaint.


I registered on paddy power 24 Nov 6:05am GMT, and then just playing around on the site, checking terms, and playing some free game. Nothing happened.

After that I deposit 50GBP using Entropay around 10am GMT, just for playing the live casino, after 2 round of live baccarat (1 win, 1 lose, balance=49.95 ), I go to live roulette and bet on black, suddenly my bet is rejected. (and the outcome is black )

Figured out my account has been suspended, the webpage suggest me to contact live chat support which I already did, Cillian(name of agent) told me paddypower is waiting for Entropay security check. So I ask how long will it takes, is it day things or just a few hours, I'm told to check back later today(24Nov) as it usually takes some hours.

25 Nov, Of course my account are still suspended, I contact support again and (forgot the name, start with R) he confirmed with me they are still waiting for Entropay response, for sure I ask how long will it take and unexceptionally I get the common answer i.e. as soon as possible.


Until today my account is still suspended !


1) First I'm a verified member on Entropay, and I never heard anything special from Entropay since the deposit.
2) The transaction to "PP online UK" was already shown up on my card statement.
3) My address is 100% match.
4) Why won't paddy power suspend my account right after I created my account, I will be more comfortable with that, but to keep more customer, and with this roguish behaviour which sounds like just to hold their client fund, seems very shady and probably thousands of customer could not access their account right after paddypower got the money.
5) Entropay contact us page mentioned they will reply query within 24 hours, I know it from past and also tried to email asking a question and I get reply within few hours. What is so hard to cross matching address and verify my personal identity?
6) No response from either party.

Probably this is just me, if anyone can share their good experience with Paddy Power it will be very appreciated. (I have found several paddypower representative here and only one is active which i s ppcasino, should I contact him personally?)

I hope I can get my fund back, but msot probably I can't, and also after I noticed paddypower is on meister accredited list I was shocked for a while.

EDIT(extra information): I didn't take any single of the bonus, just deposit and play.

[vinylweatherman]

Hi all, it is nice for me to join this community but it seems like not a good start since I am starting it with a complaint.


I registered on paddy power 24 Nov 6:05am GMT, and then just playing around on the site, checking terms, and playing some free game. Nothing happened.

After that I deposit 50GBP using Entropay around 10am GMT, just for playing the live casino, after 2 round of live baccarat (1 win, 1 lose, balance=49.95 ), I go to live roulette and bet on black, suddenly my bet is rejected. (and the outcome is black )

Figured out my account has been suspended, the webpage suggest me to contact live chat support which I already did, Cillian(name of agent) told me paddypower is waiting for Entropay security check. So I ask how long will it takes, is it day things or just a few hours, I'm told to check back later today(24Nov) as it usually takes some hours.

25 Nov, Of course my account are still suspended, I contact support again and (forgot the name, start with R) he confirmed with me they are still waiting for Entropay response, for sure I ask how long will it take and unexceptionally I get the common answer i.e. as soon as possible.


Until today my account is still suspended !


1) First I'm a verified member on Entropay, and I never heard anything special from Entropay since the deposit.
2) The transaction to "PP online UK" was already shown up on my card statement.
3) My address is 100% match.
4) Why won't paddy power suspend my account right after I created my account, I will be more comfortable with that, but to keep more customer, and with this roguish behaviour which sounds like just to hold their client fund, seems very shady and probably thousands of customer could not access their account right after paddypower got the money.
5) Entropay contact us page mentioned they will reply query within 24 hours, I know it from past and also tried to email asking a question and I get reply within few hours. What is so hard to cross matching address and verify my personal identity?
6) No response from either party.

Probably this is just me, if anyone can share their good experience with Paddy Power it will be very appreciated. (I have found several paddypower representative here and only one is active which i s ppcasino, should I contact him personally?)

I hope I can get my fund back, but msot probably I can't, and also after I noticed paddypower is on meister accredited list I was shocked for a while.

EDIT(extra information): I didn't take any single of the bonus, just deposit and play.

DO contact the rep, this is what they are here for.

It is possible you got flagged for depositing in UK Pounds, yet are from Malaysia. This has been compounded by them having to wait on Entropay to confirm that the deposit is legit. Entropay have ignored your email, so maybe have ignored the verification request from Paddy Power too. If Paddy Power only work in UK pounds, this shouldn't be a problem.

Keep on at Entropay to "pull their finger out" and get back to Paddy Power over their verification request.

One thing to double check is whether Malaysia is an allowed country in their terms and conditions, if not, they cannot accept your bets, and can only refund your initial deposit. We often hear from players in this situation because the registration process has failed to block them straight away, even though they are honest in selecting their country, and the later checks reveal it is a prohibited country.

[cycyzheng]

Many thanks for your valuable advice, and I have contacted ppcasino, hopefully we can resolve this issue fair and square.

Paddy Power only offer 2 currency for account i.e. GBP & EUR, I'm afriad EUR will also got me flagged, so my humble guess is this is probably not the problem, just as you suggested. I have also check the restricted territories again a few seconds ago just to make sure they are not amended within 7 days, and no, Malaysia are still not on the list. (http://playersclub.paddypower.com/sh...?ref=258332869)

Entropay replied email within few hours or 24 hours, so it is weird because the verification process took so long. Anyway am just hoping for the best and everything is transparent and fair.

[vinylweatherman]

Many thanks for your valuable advice, and I have contacted ppcasino, hopefully we can resolve this issue fair and square.

Paddy Power only offer 2 currency for account i.e. GBP & EUR, I'm afriad EUR will also got me flagged, so my humble guess is this is probably not the problem, just as you suggested. I have also check the restricted territories again a few seconds ago just to make sure they are not amended within 7 days, and no, Malaysia are still not on the list. (http://playersclub.paddypower.com/sh...?ref=258332869)

Entropay replied email within few hours or 24 hours, so it is weird because the verification process took so long. Anyway am just hoping for the best and everything is transparent and fair.

That is a very comprehensive list indeed, first time I have heard of a few of those countries.

It may be that they prefer "rest of world" to select the Euro rather than the UK pound. The Pound is specific to the UK, whereas the Euro covers many countries, and is probably treated as a "generic" currency, similar to the US Dollar has been in the industry, albeit less so since 2006 and the infamous UIGEA.

Players outside the UK who select the UK Pound look like they are doing so mainly in order to lever out the biggest bonuses possible in absolute terms, and this is the main reason use of the UK pound by non-UK players sets off flags on an account. It may be the use of Entropay, which they also see as UK Pound Entropay being used from Malaysia, that arouses suspisions, thus triggering an enhanced level of verification from Entropay.

[cycyzheng]

Good insights there
Looks like it is good to avoid UK Pound as account currency, luckily I'm not a fans of bonus because you cannot withdraw if you have winning under bonus, but may be that's just me. But then eventhough I'm not taking any bonus certain casino will still use that as a flagging mark.

[GrandMaster]

That is a very comprehensive list indeed, first time I have heard of a few of those countries.

It may be that they prefer "rest of world" to select the Euro rather than the UK pound. The Pound is specific to the UK, whereas the Euro covers many countries, and is probably treated as a "generic" currency, similar to the US Dollar has been in the industry, albeit less so since 2006 and the infamous UIGEA.

Players outside the UK who select the UK Pound look like they are doing so mainly in order to lever out the biggest bonuses possible in absolute terms, and this is the main reason use of the UK pound by non-UK players sets off flags on an account. It may be the use of Entropay, which they also see as UK Pound Entropay being used from Malaysia, that arouses suspisions, thus triggering an enhanced level of verification from Entropay.

The list of excluded countries is impressive. It would be shorter to list the few places where people are allowed to play.

The question is whether there is anything in Paddy Power's T&C prohibiting a player from Malaysia playing in pounds sterling or claiming a bonus on sterling account, I have not found anything to this effect. Maximising bonuses is an obvious reason for preferring pounds to euros, although the difference is not very much at the moment. However, a player in a country whose currency is neither the euro nor the pound could prefer to play in pounds simply because he already has a bank account or a webwallet in denominated in pounds.

[vinylweatherman]

The list of excluded countries is impressive. It would be shorter to list the few places where people are allowed to play.

The question is whether there is anything in Paddy Power's T&C prohibiting a player from Malaysia playing in pounds sterling or claiming a bonus on sterling account, I have not found anything to this effect. Maximising bonuses is an obvious reason for preferring pounds to euros, although the difference is not very much at the moment. However, a player in a country whose currency is neither the euro nor the pound could prefer to play in pounds simply because he already has a bank account or a webwallet in denominated in pounds.

There is nothing specific, but it borders on a "spirit of" argument to suggest that a choice of Pounds over Euros is enough to set off a flag that causes instant account suspension, followed by what looks like a dragging of the feet over what should be an equally "instant" verification process between Paddy Power and Entropay. It may even be that it was enough to simply be from Malaysia, and not obviously in their target market, that is enough to arouse suspicions, even though Malaysia is not mentioned in an exhastive list of banned countries.

[cycyzheng]

Yesterday one of the representative (usually there are a name included in email for the agent who were going security check but in this case no name were given) from customersecurity@paddypower.com close my paddypower account, after I send in verification documents.


Full Story:

Everything start off as described in this thread. Till date it is already 15 days passed, in this 15 days, I have contact pddpower support team 5 times across the period, the first 4 times I get the same reply, they are waiting reply(verification) from Entropay and I just have to wait for third party, Entropay's response.

After contacting Entropay twice, Entropay make a first reply saying they are contacting paddypower now regarding this matter and awaiting reply. After roughly half an hour Entropay send a second reply to me mentioning my paddypower account is solely responsibility between paddypower and me(), and it is my responsibility to provide verification documents to paddypower. As you can see, I've never been told to there are a need to send in any documents.

Anyway no problem, but I have to know where to send my documents to, and this is where my 5th time contacting paddypower support team, and surprisingly now I have a different answer i.e. not waiting reply from Entropay but I need to send verification documents to customersecurity@paddypower.com.

So I send my driving license(front)+driving license(back)+visa electron card bank statement to customersecurity@paddypower.com, according to my experience in other online casino, forex broker and other online services, this is already more than sufficient.

After 1 hour, I receive a reply from customersecurity@paddypower.com, he/she need my passport and my entropay details , I didn't send my passport but I login to my Entropay account and wasting approximately 50minutes to capture all the important images, blacking out sensitive information, red arrow pointing to key evidence, total of 6 images including:
1) My Entropay card status
2) My Visa card status(funding source)
3) My Entropay card details (including first 3 and last 4 number)
4) My Entropay statement proof (PP online UK 50GBP)
5) My Visa Card with FULL NAME proof (also inlcuding last 4 digit)
6) My verified Entropay account. (An email which I got after I verify my entropay account)

Screenshot also shows my last login (9 Dec), my last login IP, my last login IP country(MY), my username(Logged in as Alxxxxxxxxxxx96) with red arrow pointed to so it can save the viewer time.

I went to sleep after email sent.(midnight) This morning as usual when I check my email, I get the email saying my account was closed, and of course surrounded by a block of bollocks text. The reply was received after 30 minutes I sent the 6 security verification images.

End of Story.


I request Bryan to reconsider the accredited status of paddypower, what will other reader think when they see it? And is it fair to the other casinos on the accredited list too?
So you be the judge, who is who in this capitalism world and draw your own conclusion.





What more disappointed is, after I started this thread and contacting PPCASINO via private message, there are not any single response from him. And the after I send the private message I check the last active time in PPCASINO profile, it is a few minutes after I send him the private message, how disappointed.
Below are the private message body:
"
Hi, I am advised to contact you, the casino manager of Paddy Power, hope you can make things clear up. Please kindly refer to the thread below:

http://www.casinomeister.com/forums/...t-deposit.html

My information on Paddy Power:
Username: XXXXXXXXXXX
Name: XXXXXXXXXXXXXXX

Let me know if you need more information, I'm all ready to cooperate with you to resolve this issue.
"

[vinylweatherman]

Looks like a stitch up from the start.

The waiting on Entropay was a lie, and when you managed to get Entropay to confirm this, they quickly moved on to another tactic, getting you to send in your documents. Clearly, nothing you could send them would convince them otherwise, because the decision to close your account had been made right from the start, but they needed time to come up with "ass covering" evidence in case you called them out on it. No doubt, they have now constructed such a story, and it will not be what you have ACTUALLY done, but a risk assessment based purely on your profile.

It is likely that Malaysia + UK Pound Entropay account is seen as such high risk that they will not accept any proof that you are currently in charge of all these accounts/cards, and assume you are just too clever a fraudster to pin down right away, but no way are they taking the risk.

Perhaps they have NEVER seen an honest player from your region using a UK Pound denominated account, yet have seen this a number of times when they have been probed by fraudsters.

To avoid this in future, use a currency like the Euro or US Dollar, depending on where you play. These are the two main currencies used by players, with the Euro being increasingly popular since UIGEA even impacts on US Dollar transactions to players OUTSIDE the US, since such transactions have to pass through the US banking system at some point.

[Nifty29]

Vinyl - we only have one side of the story here. Accusing an accredited casino of a "stitch up from the start" is inappropriate.

Time for the OP to pitch a bitch:

http://WWW.casinomeister.com/problems.php