Can anyone advise what to do with casino calzone

ROBBIE410084

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Hi guys, sorry if this is posted in the wrong place but I'm after some advise.

I've been playing at calzone for a few months and lost a lot of money but every know and then they keep asking for more info which I understand and accept it's part of the KYC. I've now sent in 5 different things they have asked for and they have approved them. But still have my account restricted. I've spoken to live chat and they haven't got an idea why and even said it's wrong they have spoken to the department who want a contract from everyone who puts money in my account I said that is complete and utter rubbish, they cannot request that can they?

Also have evidence of the live chat agent completly in agreance with me that all this is wrong and needs to be resolved. They are Not requesting any documents on there id page this was said to the agent only.

I was playing there all Friday and Saturday and got up to 3k and all of a sudden nothing was paying it ate it up faster than a fat kid on cake, so I decided to leave. On Sunday I thought I'd have another go and bang account suspended wanted to see my source of wealth i sent it in and last night it was approved but the account remains suspended there not asking me for documents only the live chat guy was where do I stand. There saying I'm not aloud the 5% of net loses promotion they have on as I wasn't on the site playing but clearly I was. I thought we go on these sites for the buzz and entertainment not the stress they are causing this new KYC system is an absolute joke who gives anyone a contract when giving a gift or putting money into an account. Absolute jokers.
 

dunover

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Calzone are a decent casino so I don't believe there's anything untoward occurring. Maybe the ID is flagged or awaiting further checks. SoW requests are a definite pain and cause these issues at many non UK-based sites alas. Perhaps the 5% will be released when the ID/SoW issue is finally resolved.

If the issue isn't being resolved any time soon, you can use the PAB service - the rules are here and when you've read them there is a link at the bottom to proceed.

Player Arbitration Policies and Procedures
 

osulle

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epartment who want a contract from everyone who puts money in my account
Could you clarify this point? Do they mean everyone who puts money in your bank or are you using other peoples cards/ewallets to deposit at Casino Calzone? Casino Calzone is a decent casino as Dunover stated so they must have a reason for asking for so many documents.
 

ROBBIE410084

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They are asking for a contract from a friend who put money in my account as a gift nothing excessive only like a couple of hundred quid I have always used my own card. I have also withdrawn winnings from them so all my I.D is verified
 

dunover

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I would upload attachments/screenshots of the approved documents but I'm not allowed yet as I am new.
Please do NOT upload anything on this forum containing personal info or items likely to compromise any dispute resolution you may later participate in! Stick to typing for now.

Regarding the point you made, cross-account deposits or playing off of any payment method not owned by yourself is an absolute no-no and will be forbidden in the terms of any casino.

This is why your account is suspended. This rule is in place for any number of reasons, including money laundering and bonus abuse or players using your account to bypass exclusions etc.

Going by previous incidences you're likely to have your account shut and any deposits of questionable origin refunded, and wins voided.
 

ROBBIE410084

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This gift was back in September and I have had numerous payments into my bank after this. So the money in question wasn't used to deposit into this casino. If they refund me all the deposits that's fine I'll be a very happy man lol.
 

dunover

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This gift was back in September and I have had numerous payments into my bank after this. So the money in question wasn't used to deposit into this casino. If they refund me all the deposits that's fine I'll be a very happy man lol.
I see, it's not a case of DIRECTLY funding the casino with your friend's money but him funding your bank account with it? If that's the case that could still be flagged as bypassing SE for your friend or something else odd going on, and they are exercising due diligence by investigating this. If you've made deposits with your own cash since, then no, you won't be refunded. I misunderstood slightly what you were getting at.

In that case, just wait for their decision. :thumbsup:
 

osulle

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This gift was back in September and I have had numerous payments into my bank after this. So the money in question wasn't used to deposit into this casino. If they refund me all the deposits that's fine I'll be a very happy man lol.
Dunover covered everything in his post. I doubt one deposit by a friend in your bank account would be an issue unless that friend also has account at the casino or something. This could maybe lead the casino to think you are part of a syndicate Do as Dunover says and wait for them to get back to you. Good luck :)
 

Borgie

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Surely a friend can put money into a bank without it being an issue ? Are they saying this friend must say why he gave the money? I mean he could have owed the money to the OP or if he wants to give a gift why can't he ?
 

ROBBIE410084

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No the gift was from my grandad who doesn't even have the internet lol,I'll await there reply and see what they have to say I really like the casino but the way this has been messed up by them approving the documents but then saying no that's an error but haven't changed them to declined is a mega mess on there behalf.
 

ROBBIE410084

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Surely a friend can put money into a bank without it being an issue ? Are they saying this friend must say why he gave the money? I mean he could have owed the money to the OP or if he wants to give a gift why can't he ?
Yeah that's what they are saying they want a contract between me and him saying what the money is for. If this is the new KYC online gambling is going to go downhill
 

osulle

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Yeah that's what they are saying they want a contract between me and him saying what the money is for. If this is the new KYC online gambling is going to go downhill
I don't this is a new KYC procedure. Syndicates have been a problem for casinos for years and when casinos suspect this they do more research.
 

ROBBIE410084

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Well guys back to square one i sent in the bank statements for the last year because I had to prove my income on what I had said when I joined up and also all the other info and guess what they rejected it because...... They don't know why. How am I supposed to get this sorted when they don't know what they are doing I've had more appologies of calzone live chat than I have of the missus... i think I'll need to take it further but who do I go to as I've never been in this situation before. What gets me is they have a promo where they give you 5% cashback on your weekend losses. I lost 3k+ on saturday and never got my cashback and when I asked I got told I didn't complete my losses??? How is this I completly lost 3k+ anyone any ideas?? Thanks for all your previous responsee it appreciated.
 

osulle

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Well guys back to square one i sent in the bank statements for the last year because I had to prove my income on what I had said when I joined up and also all the other info and guess what they rejected it because...... They don't know why. How am I supposed to get this sorted when they don't know what they are doing I've had more appologies of calzone live chat than I have of the missus... i think I'll need to take it further but who do I go to as I've never been in this situation before. What gets me is they have a promo where they give you 5% cashback on your weekend losses. I lost 3k+ on saturday and never got my cashback and when I asked I got told I didn't complete my losses??? How is this I completly lost 3k+ anyone any ideas?? Thanks for all your previous responsee it appreciated.
You can submit a PAB here Submit Your Online Casino Complaint - Casinomeister I am not sure if there is a rep here. Please follow PAB instructions and stop posting until your PAB is resolved. Good luck
 

4048

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No the gift was from my grandad who doesn't even have the internet lol,I'll await there reply and see what they have to say I really like the casino but the way this has been messed up by them approving the documents but then saying no that's an error but haven't changed them to declined is a mega mess on there behalf.
How did he get you a gift without using his card?

If he did, you need written authorization and signature from him, saying it was okay that his card and money was used. Ask the casino for a printable copy that you can fill in.

Using other peoples money in casinos is extremely risky, since if you can't prove it was OK for the third party, the casino might not be able to process your winnings or verify your account.
 

Borgie

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How did he get you a gift without using his card?

If he did, you need written authorization and signature from him, saying it was okay that his card and money was used. Ask the casino for a printable copy that you can fill in.

Using other peoples money in casinos is extremely risky, since if you can't prove it was OK for the third party, the casino might not be able to process your winnings or verify your account.
As I understand it his grandad transferred money into his bank account ?
 

4048

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As I understand it his grandad transferred money into his bank account ?
Sounds very weird to me.

Even if the granddad explicitly had said "spend it on a new car", as soon as it's in the bank account it's OPs money to be spent however.

That's like a casino asking your employer if there's a clause in the contract saying gambling with your salary is allowed or not.
 

Borgie

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Sounds very weird to me.

Even if the granddad explicitly had said "spend it on a new car", as soon as it's in the bank account it's OPs money to be spent however.

That's like a casino asking your employer if there's a clause in the contract saying gambling with your salary is allowed or not.

Yes I agree. Its all a bit confusing ! I guess we need the casinos side !
 

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