Resolved BWIN closed my account after inquiring about cashout.

[KostyaMarinov]

Greetings,

I made an account initially with BWIN to utilize their free poker play tables.
After some time, I deposited some US dollars into the account, played the real money tables, and made some profit.

However, when I made the account, my first and last name that I filled out was an online handle (I didn't see the importance of having this properly filled out!).

I realized that in order to make a cashout, I would need to upload identification. I wrote BWIN to inquire about my situation, and if they could adjust the first and last name to that of my identification. The name on the identification is the same name that is on the credit card used to make the deposit. In the email, I also supplied them with my true name, date of birth, and address.

BWIN replied to me that the information I provided did not match that on my account (obviously! Because I gave them my actual name, and not the online handle!) and that they reserved the right to not pay out customers with inaccuracies in the information they provided, and that my account would now be closed.

1.) I wrote BWIN to correct the problem at hand. Their solution was to summarily close my account, and advise me to send identification to them. (If I do, will they not just reiterate that my information does not match up?)

2.) If I really was not who I claimed I was, BWIN sure made it easy for any stranger to have the ability to close any other persons account simply by inquiring about personal information changes!

I had high hopes for this site. I genuinely liked it, and unless they intend to make my stay on their site enjoyable and hassle free, they've lost my business, and likely those who come across this post.

BWIN does not let me win.

I must bring forward the fact that it would be a careless decision on my behalf to release all my 'correct details' to a website I've not yet verified as legitimate. To release your full name, date of birth, and address to anyone is dangerous enough, let alone an online service! I remind you, that I initially signed up to take advantage of the 'free poker'. If I had known such complications would arise, I may have reconsidered my entries and indeed given them my full real name. Alas, I did not expect them to close my account, and freeze my funds simply for inquiring how I could go about correcting the issue. Clearly, I have no fraudulent aspirations, as I am willing to work alongside with them to correct the issue - and continue using their service.


Advice, anyone?

[vegetagirl2008]

However, when I made the account, my first and last name that I filled out was an online handle (I didn't see the importance of having this properly filled out!).

How do you figure that doing a incomplete form that you will get your winnings. So you expect the casino to pay you because you didn't want to give them any information. And could you explain what your situation may be as to why you couldn't give them all of your details?

[KostyaMarinov]

Originally Posted by vegetagirl2008

How do you figure that doing a incomplete form that you will get your winnings. So you expect the casino to pay you because you didn't want to give them any information. And could you explain what your situation may be as to why you couldn't give them all of your details?

Greetings,

I did not provide them with an incomplete form. The form was complete, the only variation on the form of importance was the first, and last name. How do I expect a casino to pay me for my winnings? Because I am providing them information. I provided them a credit card, which they were willing to withdraw from, that matches the identification that states my name, and date of birth I provided -which they requested. Is this not a reasonable amount of information? I certainly believe this shouldn't warrant a closure of an account, or detaining non-fraudulent earnings.

As for why I did not provide the proper first or last name initially; I addressed this in my initial post.

[KostyaMarinov]

*UPDATE*

After sending my relevant information to BWIN customer service, I got the following email reply:

"Dear Mr Marinov,

Thank you for your e-mail.

Please note the ID copy you have sent us is not for the person registered on the bwin account, i.e yourself.

We kindly request you send us a copy of your own ID which is needed to proceed.

We thank you for your cooperation."

---

Perhaps they failed to read the entire email, but in there, I explained that the name Kostya Marinov is an online handle. I gave them my real name (along with the photo identification), yet they proceeded to respond back to my email address, referring to me as Mr. Marinov, and explaining that the identification I sent them was not mine.

This is beyond unhelpful. This is bordering on arrogance, and insult.

I have forwarded a complaint to ECOGRA, which is the regulatory body that provides them the 'FAIR AND SAFE' seal which they hold. Furthermore, I have sent a dispute resolution request to my credit card provider in regards to BWIN withdrawing funds from an account which they themselves claim is not originating from the account holder.

I suggest anybody who has similar issues with BWIN, undertake similar steps.

I will keep the forum updated of BWIN's actions.

Sincerely,
Patryk.

[vegetagirl2008]

When you signed up you used your online handle. I see the mix-up but they accepted your credit card with your real name and didn't question it seems utterly dumb in my opinion. But that is a user and not what you use to complete the form was it?

[big_mac]

I'm afraid that giving a false name is seen as a big problem; I very much doubt that you will get any help with this.

Furthermore, I have sent a dispute resolution request to my credit card provider in regards to BWIN withdrawing funds from an account which they themselves claim is not originating from the account holder.

That's an even bigger problem - and an illustration of why using false details will mean that you don't get paid.

Now that you are claiming that you didn't originate the transactions, how do they know that you weren't going to do that if you had lost? I am not doubting that your intentions were honest, but your actions were the same as somebody who is attempting fraud.

[Boris303]

Originally Posted by KostyaMarinov

I must bring forward the fact that it would be a careless decision on my behalf to release all my 'correct details' to a website I've not yet verified as legitimate. To release your full name, date of birth, and address to anyone is dangerous enough, let alone an online service!

Ok, so you say you see it as careless to give your real name when signing up for an account, because they might not be legitimate?

But isn't it careless of you to make sure your details weren't legitimate before you deposited there?

I suspect there's more going on here than your telling us, are you sure it was your card you used to deposit?

[KostyaMarinov]

Originally Posted by big_mac

Now that you are claiming that you didn't originate the transactions, how do they know that you weren't going to do that if you had lost? I am not doubting that your intentions were honest, but your actions were the same as somebody who is attempting fraud.

Friend,

I called my credit card company for their input. I, personally, do not wait for things to evolve themselves. I explained the situation to the credit card company, and inquired what I could do about it. They stated if the company will not release the account, or the money, they can put in a complaint dispute on my behalf. I fail to understand how you equate looking over my options to have my account reopened, and my funds unfreezed as fraud.

Similarly, I HAVE lost money before on BWIN, and I did not dispute those charges on my card. This is not the same case, as BWIN has closed my account and held my winnings. Myself, or my credit card company, are inclined and permitted to inquire as to why BWIN willingly charged the card in the past for losses, and now have an issue with the winnings.

In the future, please refrain from attempting to associate my actions as equal to fraud. I merely asked the company to adjust my online handle to my first and last name, and provided them all the information they required to do. As a paying customer, I should be treated as such - not insulted for my patronage, and equated to a fraudster.

Many thanks.

[KostyaMarinov]

Originally Posted by Boris303

I suspect there's more going on here than your telling us, are you sure it was your card you used to deposit?

I have uploaded my passport, which is in the same name of the credit card, to BWIN. I have insisted they contact my credit card company, Mastercard, to verify my identify. I have offered to upload them a copy of the credit card (after I notify Mastercard that I intend to do so), as well as provide any other means of verification they may require.

Fortunately, your suspicions are unwarranted. I remind you, I contacted BWIN first to inquire what I could do to assist in entering the correct fields I initially didn't. I understand I should have originally put my correct first and last name, but I was just testing the site, and I am careful about what details I reveal about my personal nature and to where. I came to trust the site, and enjoy my time there, so I wanted to inquire what I may do to resolve that issue.

Also, I realize because I am a new poster I may have a stigma of some sorts - but that doesn't necessitate assuming I am attempting to manipulate you some deception. I am simply expressing what has occured to me.

[vegetagirl2008]

Now that being said what do you want CasinoMeister to do for you? All I can tell you right now is start from the beginning and provide these people your real name and address. If you feel that you don't want to provide this information then you need not to play online. Period. I have another question have you been gambling long and are you underaged? Because no one tests a gambling site unless they are planing on losing or winning..