Resolved Paddy Power acting very stubborn and difficult

Chipkin9

I'm not a Senior
Joined
May 23, 2013
Location
Tyrone, Ireland
Hi all.

I have sent Paddy Power every single document I have so they would unblock my account with over £80, however they will not accept my documents.

I have sent them:

A Post Office Statement (With address on it)
Birth Certificate
Medical Card
Image of my Skrill Mastercrad
Screenshot of my Skrill account
Photographic ID card (Although not drivers Licnese or Passport)


And

An image of myself holding my Birth Certificate.

I received an Email stating that ONLY a Passport or Driving License is accepted as photo ID.

The photo ID I hold is a National Electoral Card and is accepted as evidence of Identity.

I sent these EXACT documents to Pokerstars & Betat Casino who both immediately accepted my documents for the verification process (And that's just this week; All other Casino's before them have also accepted my documents).

PaddyPower are just being utterly ridiculous about this whole process.

Do they not understand that some people don't travel or drive; and possibly can't even afford to?

Did I mention I have over £80 locked in there. yea.

I believe I have sent more than sufficient enough evidence to Paddy Power for the verification process.

Any advice folks?

There is NO way I intend to go out of my way to spend almost £100 on a Passport or Drivers License just to get my £80 plus back.


Thanks.
 
Hi all.

I have sent Paddy Power every single document I have so they would unblock my account with over £80, however they will not accept my documents.

I have sent them:

A Post Office Statement (With address on it)
Birth Certificate
Medical Card
Image of my Skrill Mastercrad
Screenshot of my Skrill account
Photographic ID card (Although not drivers Licnese or Passport)


And

An image of myself holding my Birth Certificate.

I received an Email stating that ONLY a Passport or Driving License is accepted as photo ID.

The photo ID I hold is a National Electoral Identity Card and is accepted as evidence of Identity.

I sent these EXACT documents to Pokerstars & Betat Casino who both immediately accepted my documents for the verification process (And that's just this week; All other Casino's before them have also accepted my documents).

PaddyPower are just being utterly ridiculous about this whole process.

Do they not understand that some people don't travel or drive; and possibly can't even afford to?

Did I mention I have over £80 locked in there. yea.

I believe I have sent more than sufficient enough evidence to Paddy Power for the verification process.

Any advice folks?

There is NO way I intend to go out of my way to spend almost £100 on a Passport or Drivers License just to get my £80 plus back.


Thanks.
 
"Hi Paddy,


Thank you for contacting Paddy Power Customer Support.

As part of our compliance with legal and regulatory requirements surrounding customer verification, we are obliged to confirm that all our customers are over 18.

To make this process as simple as possible for our customers, we utilise a number of electronic checks to confirm your age and identity. Unfortunately we have been unable to electronically verify your age and therefore must request that you provide us with a valid form of Photo ID in the form of a Passport or Driving Licence only."


The process is an absolutely simple one, I agree.

As for the age and Identity? It is right there on the Birth Certificate I sent you.

As well as on the National Electoral IDENTITY card you received from me.

You have both confirmation of my age and Identity and address and a nice photo of me and my Skrill card and my Medical Card.

You want my DNA sent?

Do Paddy Power only allow players who are able to travel and drive?

RIDICULOUS.

That was my reply.

Is this girl/Paddy Power for real?

That'll be the last time I trust a sportsbook maker.

Really disappointed and angry!
 
So let me get this right? They've barred your account with funds in it because they want to confirm you are 18? Surely you can just ask for your money back and then take your business elsewhere?

Not really sure how the evidence you have sent them isn't enough. Very strange.
 
So let me get this right? They've barred your account with funds in it because they want to confirm you are 18? Surely you can just ask for your money back and then take your business elsewhere?

Not really sure how the evidence you have sent them isn't enough. Very strange.

So I've just logged into my Paddy Power account and so it is not "Banned". However I get:

"Your account has been restricted. Please contact Customer Service."

Therefore I can't use any of the services or withdraw my money (Like I intend).

I've just ended up ringing them and got put through to a girl called Eimar, who said she'll see what she can do, and she'll ring me back in 10 minutes; Let's see what happens.

She mentioned something about trying to get my funds withdrawn if they can't "Unrestrict" my account. So let's hope she can do that.

I've definitely provided more documents than necessary.
 
LMFAO.

I haven't received a call back from nice friendley Eimar.

However she sent me my £30 initial deposit to my Skrill account, and they kept my other £51.69 winnings.

Now I am officially suspended from Paddy Power.

"Your account has been temporarily restricted, please check your email for a communication from our Customer Security Team".

Dirty dirty fucking tactics from Paddy Power.

How did they manage to get an accredited status?
 
Any government issued ID card should be good enough, especially if it's only "proof of age" they want, rather than "proof of identity". They take the national ID cards of other European countries, so should not have a problem here.

The UK government have a list of what is "acceptable proof of identity", and any company that refuses to accept items as specified could be taken to the Information Commissioners office, or it's equivalent in NI or Eire (if they have one).

There have been cases of banks acting like this and causing financial exclusion of the poor and elderly, and they got their knuckles rapped for making it unreasonably difficult for people to have a banking facility.


It would also be worth looking into what is behind their claim that they cannot electronically verify you. It may be that they have decided that this is because you are a fraud, and not because the government run electronic databases could possibly have an error in them, or not be fully up to date (a frequent problem faced by many).
 
Any government issued ID card should be good enough, especially if it's only "proof of age" they want, rather than "proof of identity". They take the national ID cards of other European countries, so should not have a problem here.

The UK government have a list of what is "acceptable proof of identity", and any company that refuses to accept items as specified could be taken to the Information Commissioners office, or it's equivalent in NI or Eire (if they have one).

There have been cases of banks acting like this and causing financial exclusion of the poor and elderly, and they got their knuckles rapped for making it unreasonably difficult for people to have a banking facility.


It would also be worth looking into what is behind their claim that they cannot electronically verify you. It may be that they have decided that this is because you are a fraud, and not because the government run electronic databases could possibly have an error in them, or not be fully up to date (a frequent problem faced by many).

I reckon they are doing it just because they can and they don't want "winners" on their site.

My documents check out and have been accepted everywhere.

Cheap dirty tactics by Paddy Power who just don't want to pay out winnings!

ANGRY!!!
 
I'm just curious, if you are from Ireland, you can't just visit any Paddy Shop and verify your identity?

Well technically I'm in the UK, but I could probably get across the border and try it out.

However it's too much hassle and I wouldn't even know if you could even do that, so I wouldn't go through the effort.
 
All in all; I would advise people to stay a million miles away from Paddy Power unless you hold a Driver's License or a Passport exclusively or there is NO hope in hell of you getting paid any winnings you accumulate.

This is very unethical practice for an accredited Casino, and I for one will NEVER ever recommend them to anyone.

It's very convenient for them to accept deposits without initiating the verification process, but when you win and try to withdraw it's also very convenient for them to dismiss ALL your documents and withhold your winnings.

Beware people. Unless you want to be at your wits end.
 
All in all; I would advise people to stay a million miles away from Paddy Power unless you hold a Driver's License or a Passport exclusively or there is NO hope in hell of you getting paid any winnings you accumulate.

This is very unethical practice for an accredited Casino, and I for one will NEVER ever recommend them to anyone.

It's very convenient for them to accept deposits without initiating the verification process, but when you win and try to withdraw it's also very convenient for them to dismiss ALL your documents and withhold your winnings.

Beware people. Unless you want to be at your wits end.

You would also have UK consumer protection law on your side, and could use this to argue that you are "not being treated fairly" with regard to your contract with Paddy Power. On top of this, you may have a Data processing case for the ICO, as this has arisen because Paddy Power has "processed your personal data" and arrived at this conclusion in error.

For age verification, the "PASS" scheme is government sanctioned, and should be enough. It has been reported that there have been problems with the scheme with some shops refusing to accept the cards. This is not supposed to be happening according to the government officials in charge, yet it is. Now, if the government says it shouldn't be happening, then it follows that where it IS happening, consumers are not being treated fairly, which is a violation of consumer law.

Businesses have countered by saying that the current system is "confusing", and that this is why some have made the blanket decision to stop accepting any PASS scheme ID. If the businesses could be arsed to read and understand the terms and conditions of operating within the PASS scheme, they would not be too confused to operate it correctly. The terms are no more complicated than some of the terms businesses expect consumers to read, understand, and comply with.

I have little sympathy really, as a business should be much better equipped to handle such complexities than the average consumer. If they are not, they are being "lazy", cutting corners and/or not properly investing in staff training.

At worst, Paddy Power can exercise the right to terminate the agreement with the player, but they are still obliged to return any client monies that they still hold.
 
Have you contacted the rep Chipkin? I got verified in the shop, and I used a National ID, no need for passport there. However, that's been a while ago,
rules might have changed in meantime.
There's a shop on Upper Main st. in Letterkenny, but I believe the rep should really get involved to save you all this hassle.
 
Not sure if the rules have changed now to go in shop and prove your age an stuff.

Think with the big bookmakers like this an william hill an stuff only Passport & drivers liscnse is accepted.

Which is a shame beacuse not everyone has these!

I had trouble with william hill over my passport being out of date! haha!
 
Not sure if the rules have changed now to go in shop and prove your age an stuff.

Think with the big bookmakers like this an william hill an stuff only Passport & drivers liscnse is accepted.

Which is a shame beacuse not everyone has these!

I had trouble with william hill over my passport being out of date! haha!

Yea which means you can only gamble now if you travel or drive. Because everyone knows it's only these people who gamble; therefore anyone else is an imposter lol. :p

It's utterly ridiculous that National Electoral Identity Cards can be overlooked as acceptable photo ID by bookmakers.

In my opinion Paddy Power should be discredit as a reputable online bookmaker.
 
Have you contacted the rep Chipkin? I got verified in the shop, and I used a National ID, no need for passport there. However, that's been a while ago,
rules might have changed in meantime.
There's a shop on Upper Main st. in Letterkenny, but I believe the rep should really get involved to save you all this hassle.

No.

I got on the phone to them though and they processed my initial deposit of £30 back to my Skrill and withheld the £51.69 winnings.

The rep on here hasn't logged in since the 20th. Before that it was October sometime.

I don't think they really give a toss about their rep on here tbh.

They've since totally blocked my account, and probably confiscated the £51.69.

So what that would mean is that even if I did go out of my way and send my DNA and Passport (assuming I get one in the near future), then my winnings are gone either way now.

Skanks is all they are.
 
This thread brings me back to a question i have always asked myself.Why do the casino's not verify documents before they allow you to deposit.
I have an account with PP myself but did open this in a shop and due to the staff knowing me had no problem but as soon as i requested a withdrawal through on line then i had to send my docs.
A passport should not be the only way you can verify yourself and if these companies are happy to take your first deposit then they should play ball with the docs you do have.
Can the punters that have lost in the past with Paddy's able to get their losses back due to the fact they cannot get their account verified.
 
Right, in Strabane Ulster yes? So you would have a photo ID under the UK Provisional Licence should you apply for one. If you've been around the block with online gaming and read ANY sites' T&C's you will be aware that photocard DL or Passport are the common denominators in online ID checks and you are very unwise to gamble online without either one. PP seldom have issues as they are a top site which probably explains the rep's infrequent activity. For the record, they were the first site I ever played at, made a £1700 profit on Cleopatra, withdrew and was paid to my MasterCard in 48 hours without ID checks.

That in itself helped as a credit card is often checkable as an ID. You paid by a webwallet, and secondly have no photo ID. So I can see where the problem lies. Ignore the legal-talk blather in this thread and look at the terms you signed-up to; they specify you may need either of those ID's. Ultimately it's your fault, harsh as it sounds. Instead of effing and jeffing (I can understand your annoyance btw) contact the rep via PM and wait patiently a day or two for a response. The rep has to respond in a timely manner as part of the accreditation criteria here. Should they not, raise the issue with Admin here.

I agree that if you are who you told them you are, you should be paid. But swearing won't help. Learn from this and get the accepted ID so in future you won't have this aggro. Imagine you had won 3k or something....
 
Right, in Strabane Ulster yes? So you would have a photo ID under the UK Provisional Licence should you apply for one. If you've been around the block with online gaming and read ANY sites' T&C's you will be aware that photocard DL or Passport are the common denominators in online ID checks and you are very unwise to gamble online without either one. PP seldom have issues as they are a top site which probably explains the rep's infrequent activity. For the record, they were the first site I ever played at, made a £1700 profit on Cleopatra, withdrew and was paid to my MasterCard in 48 hours without ID checks.

That in itself helped as a credit card is often checkable as an ID. You paid by a webwallet, and secondly have no photo ID. So I can see where the problem lies. Ignore the legal-talk blather in this thread and look at the terms you signed-up to; they specify you may need either of those ID's. Ultimately it's your fault, harsh as it sounds. Instead of effing and jeffing (I can understand your annoyance btw) contact the rep via PM and wait patiently a day or two for a response. The rep has to respond in a timely manner as part of the accreditation criteria here. Should they not, raise the issue with Admin here.

I agree that if you are who you told them you are, you should be paid. But swearing won't help. Learn from this and get the accepted ID so in future you won't have this aggro. Imagine you had won 3k or something....

I absolutely wholeheartedly agree that in part that it is my own fault for not completely reading their T's & C's.

However I did provide them with Photo ID in the form of a National Electoral Identity Card. How they can overlook that as not being a valid, with it being a government issued card is beyond me.

And they should have accepted that and paid out winnings accordingly in my opinion.

Only accepting a driver's License or Passport when there are people who do not own either is a joke.

Sure, it's their terms and I agreed to them on signup; but they are the people with a reputation on the line and should have acted appropriately for a casino with "accredited" status.

However they didn't and played a dirty tactic of keeping (Possibly even confiscating; since my account is now suspended and I have no way to tell otherwise) my winnings.

I don't travel or drive, therefore it's impossible to provide those documents; however I am sure you would agree that I sent Paddy Power more than sufficient evidence to verify both my age and identity; including Photographic ID.

I also understand that I failed their "Electronic" check as I didn't deposit via debit or credit card. However, again I sent them more documents than were necessary.

I have no intention of contacting the Rep here, since it's going to be another fruitless and inconvenient endeavour.

I appreciate your advice.

And yes I will learn from this, hell will I learn lol.

PS: Congratulations on your winnings there. :)
 
I absolutely wholeheartedly agree that in part that it is my own fault for not completely reading their T's & C's.

However I did provide them with Photo ID in the form of a National Electoral Identity Card. How they can overlook that as not being a valid, with it being a government issued card is beyond me.
And they should have accepted that and paid out winnings accordingly in my opinion.

Only accepting a driver's License or Passport when there are people who do not own either is a joke.

Sure, it's their terms and I agreed to them on signup; but they are the people with a reputation on the line and should have acted appropriately for a casino with "accredited" status.

However they didn't and played a dirty tactic of keeping (Possibly even confiscating; since my account is now suspended and I have no way to tell otherwise) my winnings.

I don't travel or drive, therefore it's impossible to provide those documents; however I am sure you would agree that I sent Paddy Power more than sufficient evidence to verify both my age and identity; including Photographic ID.

I also understand that I failed their "Electronic" check as I didn't deposit via debit or credit card. However, again I sent them more documents than were necessary.

I have no intention of contacting the Rep here, since it's going to be another fruitless and inconvenient endeavour.

I appreciate your advice.

And yes I will learn from this, hell will I learn lol.

PS: Congratulations on your winnings there. :)

That line is my whole point - they do not specify an Electoral ID card in their terms. As for the rep, you have nothing to lose. They certainly ain't stalling on a mere 56 quid profit, but a procedural issue. I would be confident the rep could get you paid in this case. If they do, spend it on a provisional DL....:)
 
This thread brings me back to a question i have always asked myself.Why do the casino's not verify documents before they allow you to deposit.

I bet you can answer that question ;)

Thankfully this has only been a problem for me at BGO (Until I obtained my Photo ID) and Paddy "Take your winnings" Power.
 
That line is my whole point - they do not specify an Electoral ID card in their terms. As for the rep, you have nothing to lose. They certainly ain't stalling on a mere 56 quid profit, but a procedural issue. I would be confident the rep could get you paid in this case. If they do, spend it on a provisional DL....:)

Bold highlight 1:

Well it should be accepted. It's been accepted everywhere else.

Bold Highlight 2:

I wouldn't bet on it, unless I had a driver's license (Which I am not going out of my way to purchase).

Thinking on a holiday next year though. Maybe I'll be back with a vengeance then; who knows?

:thumbsup:
 
Casino is wrong.


The Northern Ireland Electoral Identity Card is a photographic identity card issued by the Electoral Office for Northern Ireland, used primarily to prove the holder's identity when voting at a polling station in Northern Ireland.[1] Although the card's primary purpose is to prove identity and age while voting, it is also widely accepted as valid proof of age at most bars, clubs and alcohol retailers in Northern Ireland.

This is the SAME as a driving licence according to this description and method of use beyond voting.

A UK driving licence is a photographic identity card issued by the DVLA, used primarily to prove the holder's identity and qualifications when driving a vehicle. Although the card's primary purpose is to prove identity and age while driving, it is also widely accepted as valid proof of age at most bars, clubs and alcohol retailers.

A driving licence is no more a proof of identity than this Electoral Identity card, but casinos are happy to accept it as such.

It beggars belief that people take the side of "big business" over this bullshit. The UK government decided NOT to issue a national identity card, so businesses in the UK should "get over it" and stop taking it out on their customers just because the UK government has failed to implement a system that is business friendly. If this isn't good enough, lobby the government, grease a few palms, and offer some nice jobs for ex ministers who agree to bring forward a business friendly national identity checking system that accommodates ALL citizens.

This is also bullshit according to the old FSA, and banks have been told they are NOT permitted to exclude customers simply because they have never passed their driving test or gone abroad.

In the case of this Electoral identity Card, it IS acceptable on a par with a driving licence, passport, or regular national identity card, for the purpose of verifying the identity of customers under the provisions of anti money laundering rules.

Business only gets away with this kind of thing because people let them. They are worn down by faceless corporations so that they will walk away from what is rightfully theirs rather than fight for it. The huge scandals we have witnessed with the banks have all started because someone did NOT just give up and walk away, they stood up to the corporate bullies, and inspired by this, others followed, until a mass movement grew so large that it could no longer be ignored by either the banks nor the regulators.

Often, it's a matter of wearing THEM down in the same way that they wear the customer down. It soon becomes more expensive to carry on with the "talk to the hand" attitude than to start treating the customer like a person, rather than a number.

Complaining is often free, and it seems a new trend is to find the company's Facebook page and complain there. Funny how this often makes them "receive those emails" that previously they had ignored, or answer the phone the next time you call. One has to be careful to use calm language stating the "meat" of the complaint, and not be tempted to pepper it with insults and distractions.

This is clearly a case of unfair treatment of a consumer purely because they don't drive. A provisional license is not necessarily the solution either, as often it has to be a "full" licence in order to get accepted.
 
This thread brings me back to a question i have always asked myself.Why do the casino's not verify documents before they allow you to deposit.
I have an account with PP myself but did open this in a shop and due to the staff knowing me had no problem but as soon as i requested a withdrawal through on line then i had to send my docs.
A passport should not be the only way you can verify yourself and if these companies are happy to take your first deposit then they should play ball with the docs you do have.
Can the punters that have lost in the past with Paddy's able to get their losses back due to the fact they cannot get their account verified.

The answer to your question is that it is not feasible to pre verify everyone s ID.

At present, ID checks are done in a staggered fashion as cashouts are requested which is manageable with a small team. Imagine opening a new casino and having to check thousands of IDs all at once. It would be a week before you could deposit and nobody is going to cop that.
 
Have you tried to contact the Rep for paddypower and explain the situation?

I once had a similar problem at Betfred(maybe it's a Sportsbook thing?), the security department insisted on a passport which i explained to them that i didn't have.

I had sent the standard documents that have been accepted at all other casinos I've played at(40+). Photo ID card, bank statements, skrill screenshots, utility bill, etc. even a photo of me holding the id card.

After contacting the rep here at CM he was able to convince the security department that the documents i had sent was enough and my account was verified, so it's worth a try.
 

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