please help? ENTROPAY steals over £10k from me

[willpkr]

so I had been using entropay for quite a while, for various gambling sites, and i'm quite a "high roller" so had around 10K over a few cards in my entropay account.

one day 2/3 weeks ago I get an email saying my account has been suspended for general verification and to send in copies of id, card, etc.. which I did.

then since nothing happened, i entered into the following conversations via the helpdesk ( they have NO PHONE NUMBER)



Posted 1 day ago (22:17, 1 Oct 09) by You
{
my account is still frozen. i thought you were a legitimate company, this is very upsetting.

please why on earth is my account still frozen
}

Posted 1 day ago (22:57, 1 Oct 09) by Helpdesk Support
{
Dear xxxxxxx,

We are writing to inform you that your EntroPay account (username: xxxxxx) has been suspended.

We take security very seriously, and we suspend any account where there is or appears to be any activity of a suspicious nature. We are obliged to carry out such measures in the interest of our genuine customers.

We are taking steps where possible, to refund any money held on your EntroPay VISA Card(s) or in your EntroPay account. Any such refunds will be to the credit/debit cards from where the funds were originally transferred.

Please note that your EntroPay VISA Card(s) will now be declined by merchants and you will no longer be able to login on our website.

If you require further detail, or believe that our decision is unjustified, please contact our Customer Support team using the help links on our website or by emailing support@entropay.com. And we will endeavour to help where we can.

Yours sincerely,
Karen
EntroPay
www.entropay.com
}


Posted 1 day ago (23:07, 1 Oct 09) by You
{
oh my. yes i do believe it is unjustified. however, if you are going to refund my balances, please send them to the bank account on file (LLOYDS xxxxx xxxxxxx)

i cant understand why you made this decision, but please confirm money will be sent to my nominated bank account.

alternatively, a cheque to my address on file would suffice.

thanks for trying to help, although I am disappointed
}


Posted 22 hr ago (22:26, 2 Oct 09) by Helpdesk Support
{
Dear xxxxx,

We are sorry but we are not in a position to refund you any money by cheque nor to any bank account.

Kind Regards,
Antoine.
Entropay
}

Posted 22 min ago (20:16, 3 Oct 09) by You Helpdesk Request
{
.... so what, youre just going to steal my money?
thats what all this is about huh? you werent satisfied with taking 2% of every transaction, just wanted to steal my money?

if you are really regulated by fsa, you realise you are breaking your commitments right.

Now I am having to consider my options, but lets be clear, I won't just let you steal my money without doing anything.
}


Posted 20 min ago (20:18, 3 Oct 09) by Helpdesk Support Helpdesk Request
{
Dear xxxxxx,

We are writing to inform you that your EntroPay account (username: xxxxxxx) has been suspended.

We take security very seriously, and we suspend any account where there is or appears to be any activity of a suspicious nature. We are obliged to carry out such measures in the interest of our genuine customers.

We are taking steps where possible, to refund any money held on your EntroPay VISA Card(s) or in your EntroPay account. Any such refunds will be to the credit/debit cards from where the funds were originally transferred.

Please note that your EntroPay VISA Card(s) will now be declined by merchants and you will no longer be able to login on our website.

If you require further detail, or believe that our decision is unjustified, please contact our Customer Support team using the help links on our website or by emailing support@entropay.com. And we will endeavour to help where we can.

Yours sincerely,
Karen
EntroPay
www.entropay.com
}

Posted 16 min ago (20:22, 3 Oct 09) by You
{
once again, my money in my account is REFUNDS FROM MERCHANTS not from any card. YOU ARE THIEVES AND ARE IN BREACH OF YOUR REGULATIONS UNDER THE FSA.

Now I am having to consider my options, but lets be clear, I won't just let you steal my money without doing anything.
}

now, the actual conversation is much longer and has been going on for weeks.
its pretty clear they are only interested in stealing the money in my account, and so I came here to seek advice.

if anyone has any clue what I should do (they claim they are regulated by FSA?) please i'd appreciate some help, as these criminals have stolen over £10k from me.

thanks

[RobWin]

if anyone has any clue what I should do (they claim they are regulated by FSA?) please i'd appreciate some help, as these criminals have stolen over £10k from me.

thanks

Welcome to the forum willpkr, it does appear that Entropay is in fact regulated by the FSA thru it's parent company "Ixaris Systems Ltd" which you can see them listed here on this list under "Small E-Money Issuers List"....

http://www.fsa.gov.uk/register/eMoney.do

If I were you and it has already been a few weeks and like you say, you have not yet received your money, then I would get in touch with the FSA and see what they can do to help you. I take it that you have not done that yet?
____
____

[prostudio]

God i cant belive!
It can happen to us also...to everyone!
I dont understand why this companies try to make us belive they are serious and then without any notice suspend an account!
They dont make money with 2 % of transactions...is this not enough!
Man you must directly contact with FSA and report everything!
I hope you save the transactions and you can give them much details its posible!
I really hope FSA will sort out this for you!
Regards!

[GrandMaster]

Welcome to the forum willpkr, it does appear that Entropay is in fact regulated by the FSA thru it's parent company "Ixaris Systems Ltd" which you can see them listed here on this list under "Small E-Money Issuers List"....

http://www.fsa.gov.uk/register/eMoney.do

If I were you and it has already been a few weeks and like you say, you have not yet received your money, then I would get in touch with the FSA and see what they can do to help you. I take it that you have not done that yet?
____
____

We had this before with Youteller (hyped as the next big thing in online payment processing in 2007, the website is down at the moment). A small e-money issuer certificate means that the company is exempt from FSA regulation as an e-money issuer, the total e-money issued limited to €10 million (in fact, €5 million in most cases), and individual accounts are limited to €150.

[RobWin]

We had this before with Youteller (hyped as the next big thing in online payment processing in 2007, the website is down at the moment). A small e-money issuer certificate means that the company is exempt from FSA regulation as an e-money issuer, the total e-money issued limited to €10 million (in fact, €5 million in most cases), and individual accounts are limited to €150.

Yea, I was afraid of that as I remember reading that earlier when I was perusing the site there. That's a damn shame too especially after peeps put their confidence in these online wallets to be straight shooters and then end up finding out that they may have no recourse in settlement. Thanks for clarifying that GrandMaster. It may even be a good idea for Bryan to add this as a warning in his new section "Payment Resources".
____
____

[gambblex]

Once I had to wait more than a month to approve my docs for one of e-wallets.

What's the reason??

And several times it took less than 48hrs to get an email that my account is fully valid from other companies.

I got an impression that sometimes these companies just wanna (or find necessary) show you
how REALLY SERIOUS they are.And bureaucracy in financial institutions is
kinda MUST,right?

I don't use Entropay but I remember that it is VISA virtual card,it's not just a "payment processor from own garage"

I hope your situation will be resolved soon.

These online payments..f@#$k them Sometimes players have to swallow something not too delicious

[aodat2]

This is not the 1st time Entropay did such a thing. This won't be the last time they are doing it. I really do not know what could be done to them to get them to stop doing it.

I remember my mother's problem where she deposited money via EntroPay and soon after, they said that they wanted proof of the card and ID and etc. So she sent it out to them and they took about 3-4 weeks without a reply from them or any communications. After that, they said that the account would be suspended until further notice. At the same time, Bet365 also suspended my mother's account with $7k+ in it from the 1 deposit made through EntroPay.

We tried to contact Bet365 and they threw the ball back to EntroPay but EntroPay kept saying that the account will be suspended indefinitely. So eventually my mother (not wanting to lose any money) made a dispute on that case and there goes the account with EntroPay and Bet365. Till this day, her winnings of more than $5k has been frozen by Bet365 and EntroPay is to be blamed for this.

After reading your post, I really do feel sorry for you. I do really hope that you could get to do something to EntroPay about this. Taking them to court or something would be really nice. As for me, we'd have to do an International thingy if an action would be taken against them which would be EXTREMELY costly. But your case would be different as you are in UK.

If there's anything I could help, I will definitely be there backing you up all the way. I totally feel that EntroPay is really TOO MUCH and that they should be brought to justice.

All the best in your case against them.

Ps. Don't waste your time with FSA. They are as useless as can be. I've tried contacting them previously and the reply I got was something along the lines of "There's nothing we could do. I am sorry. They are regulated by us but we DO NOT take care of them of whatever they do. Unless they break the regulation, whatever they do is up to them."

[Nobunaga]

If this identity theft/fraud issue happens in Canada, I was told to do the following by law enforcement.

1) Contact my regional police department.
2) Contact a lawyer that handles this type of situation.
3) Contact R.C.M.P.

This company answers to a government body and if you haven't done anything illegal against them, then they are in the wrong and are playing off of being a "face less" corporation.No web cam contact, no face to face meetings, you're just a number to these people.

Contact the police that reside in their country/region.
Get a lawyer to suit them that knows international and internet laws.
Contact this companies owner or manager and tell them that you are going to sue them.

Contact the United States of America's FBI.If this company has ties to organize crime or terrorism group, they will be investigated.

Contact a media outlet in this country to talk with this company.

Visit this company in person and speak with their managers or ownership.

Talk to Casino Meister, so if he sees these people at these online gaming conferences, to get answers from them and to know that alleged fraud doesn't pay.

If this company answers to Visa in anyway, contact them, and find out who owns this company and then contact them for a lawsuit against them.

Talk to your own government, members of parliament and get the help you need, or discuss this issue with your bank, so this won't affect your credit rating.

Hope my help will help you on your way.

Nobunaga

[jetset]

I would get in touch with the parent company, and with this amount at stake I would be prepared to follow-up with a lawyer's letter in the absence of an acceptable response.

Here's the full detail on the parent company, which is in the United Kingdom (that's a plus!)

Ixaris Systems Ltd

5th Floor
Lasenby House
32 Kingly Street
London W1B 5QQ
UK
Ph: 44 (0)870 366 6960
Fax: 44 (0)870 166 0588

Sales: sales@ixaris.com
General info: info@ixaris.com

Ixaris Systems Ltd is a company registered in England and Wales with company number 4072405. The above address is also the company's registered office address.

Ixaris Systems Ltd is registered for VAT with VAT number 796 3553 80.

[Webzcas]

As IXARIS who are behind Entropay are a UK limited company and registered by the FSA, you may be able to get some help here:

http://www.consumeractiongroup.co.uk/forum/

It is definately worth signing up and asking for advice on CAG as well as here on CasinoMeister.