Casino Complaint Casilando - Closed account with £4800 withdrawal

[cathsparkes]

It's quite obvious that it's a stall tactic and it's very sickening. Also, I've never wrapped my head around someone "self excluding" themselves from a casino and then playing at another.

It's probably what's happening yeah. No idea why it's taking them so long to respond to emails. But I'm hoping they will also extend their time frame to send in documents considering its was 4 days reply since the first documents. And going on 24 hours on my last query.

 

[shadow123]

Think they are just waiting for you to give up,dont do that

 

[chiya]

Not sure if you can PAB now that you've gone to AG, but this is disgusting. The whole world is struggling with covid19 and almost seems as if casinos want to exploit that. Literally everyone should be aware that we all are dealing with special circumstances right now, so demanding a proof of verification under a timeframe which is literally impossible to comply with right now is ridiculous to say the least.

I would definitely go to UKGC, or something. Whatever you do, do not give up nor do accept just your deposits back. Had you not managed a withdrawal this time, you'd have kept on depositing and losing and they'd been happy to take your money. Do not let them win.

 

[Slottery]

Don't think UKGC would do much if the casino is demanding photo id from player, that's still quite reasonable demand. Winnings or balance shouldn't disappear anywhere even it would take some time to provide that id.

 

[colinsunderland]

Don't think UKGC would do much if the casino is demanding photo id from player, that's still quite reasonable demand. Winnings or balance shouldn't disappear anywhere even it would take some time to provide that id.

It's not if you don't have it, and their T&C's don't say it is a condition of play.
Also to remember is the fact the OP MUST have been verified before play took place.
I see no reason why these documents couldn't have been requested before the withdrawal took place, especially when you consider they had already made a successful £700 withdrawal.

From the LCCP

Licence condition 17.1.1
Customer identity verification

All remote licences (including ancillary remote betting licences in respect of bets made or accepted by telephone or email), except any lottery licence the holder of which only provides facilities for participation in low frequency2 or subscription lotteries, gaming machine technical, gambling software, host, ancillary remote casino, and ancillary remote bingo.

1 Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.

2 A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

3 Before permitting a customer to deposit funds, licensees should inform customers what types of identity documents or other information the licensee may need the customer to provide, the circumstances in which such information might be required, and the form and manner in which such information should be provided.

4 Licensees must take reasonable steps to ensure that the information they hold on a customer’s identity remains accurate.

Assuming they didn't, then it seems as though they are in breach of (3) too.

The CMA also had something to say on this (page 38

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What operators need to do

Not to:

a. confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, or

b. use, enforce or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

 

[Slottery]

Don't still believe that UKGC would say anything for casino requesting photo ID, they don't list all other possible documents either what they might request from you, ID is one very common and wouldn't really create many online accounts if wouldn't have one.

 

[chiya]

Don't still believe that UKGC would say anything for casino requesting photo ID, they don't list all other possible documents either what they might request from you, ID is one very common and wouldn't really create many online accounts if wouldn't have one.

Okay, so? If you don't have one, you're just SOL and your w/d will be forfeit because you literally cannot comply with the request because your country does not deal with giving passports/ids during this time? That doesn't seem right and seems fair enough to go to UKGC just for that, that the casino is demanding you do something that is physically impossible.

 

[colinsunderland]

Don't still believe that UKGC would say anything for casino requesting photo ID, they don't list all other possible documents either what they might request from you, ID is one very common and wouldn't really create many online accounts if wouldn't have one.

well, being honest, what you believe isn't really important, the LCCP clearly states what I copied and pasted, and it clearly says they must tell the customer what documentation they might need.

I do know what excuse they are probably going to use, but it doesn't get round the part above, and I would argue it anyway. Not going to say on here yet what I think they will say though, for obvious reasons.

 

[Slottery]

If they forfeit winnings, then would complain but don't believe they actually going to do that if asking from them. Would just have photo id when playing online as that's one of most requested document. It's really normal that at some point you are requested to provide photo ID, sooner or later. Don't see anything unfair in it when casinos are obligated to complete CDD/EDD verifications, if you can't request photo ID at anytime, what you can then?

well, being honest, what you believe isn't really important, the LCCP clearly states what I copied and pasted, and it clearly says they must tell the customer what documentation they might need.

It's not really possible to tell you during your registration what documents you might be require to provide. It's not against any LCCP to request player to provide photo ID. What is published online not always include exact same information which is shared from regulator to operators and what is approved by regulator when operators get their processes approved in audits.

edit: Of course UKGC might decide to give some penalties to operator about requesting photo ID but still don't believe it before seen it

 

[GameRoom]

you lucky this not happen on Casumo casino they will ask you 100s of doc include selfie,online passport replacment on digital pic takes no more than week to take it,it cost about £90,my self I will wait get id and get you £4800 pay,month ago I replace my passport I pay for 1 week got it in 3 days on post

 

[colinsunderland]

If they forfeit winnings, then would complain but don't believe they actually going to do that if asking from them. Would just have photo id when playing online as that's one of most requested document. It's really normal that at some point you are requested to provide photo ID, sooner or later. Don't see anything unfair in it when casinos are obligated to complete CDD/EDD verifications, if you can't request photo ID at anytime, what you can then?



It's not really possible to tell you during your registration what documents you might be require to provide. It's not against any LCCP to request player to provide photo ID. What is published online not always include exact same information which is shared from regulator to operators and what is approved by regulator when operators get their processes approved in audits.

edit: Of course UKGC might decide to give some penalties to operator about requesting photo ID but still don't believe it before seen it

Of course it is possible

In the terms and conditions, have an extra point saying

..Before we can process any withdrawal you will have to provide us with a photo of your driving license or passport.

or on the sign up for, where it says 'I agree' have a line above it saying 'I agree to provide a copy of photo ID when requested, and understand withdrawals will be delayed until this is provided'

They've also quoted term 5.4 to him twice, which doesn't actually mention photo ID at all, its about electronic verification checks

 

[Slottery]

Of course it is possible

In the terms and conditions, have an extra point saying

..Before we can process any withdrawal you will have to provide us with a photo of your driving license or passport.

or on the sign up for, where it says 'I agree' have a line above it saying 'I agree to provide a copy of photo ID when requested, and understand withdrawals will be delayed until this is provided'

They've also quoted term 5.4 to him twice, which doesn't actually mention photo ID at all, its about electronic verification checks

That would make quite a list what all possible documents you might be requested for example during your SOW checks. Most have in their T&C:s that they remain right to request documents without specifying them one by one. Photo id still is not really weird thing to request but more common practice. Sometimes player might be requested two type of ID:s.

I would like to see UKGC telling operators that they are not allowed to request photo ID:s at any time, just forget all due diligence and other boring stuff. Not sure what then could be included some enhanced due diligence if ID:s are too much to request.

 

[colinsunderland]

Why would they tell them they can't ask for it? They specifically say they can, but state they must be upfront with customers about what they might ask for. I've just pretended to be a new customer and got this information

Take note of screenshot 3 @cathsparkes

 

[Slottery]

You can't really know what you would ask from customer after one year when you complete their 3rd SOW, it's purely what is needed for verification. They also quite clearly mention about these in their T&C:s that they might request some documents. Photo ID still really is not weirdest document request what can get from casinos, they are obligated to monitor their players and complete different checks, not only when account is created.

As part of our Verification Checks, there may be requests for supporting ID or other documentation or information which you will be advised of at the time. We may suspend your account and/or prevent you from placing any further bets until you have satisfactorily completed these Verification Checks.

Please note that we may decide to carry out further Verification Checks (including requesting extra documents or information) to confirm, without limitation, your identity, age and address or payment method details at any time. This is to satisfy our licence obligations, routine security checks and to safeguard the integrity of your account.

 

[colinsunderland]

You can't really know what you would ask from customer after one year when you complete their 3rd SOW, it's purely what is needed for verification. They also quite clearly mention about these in their T&C:s that they might request some documents. Photo ID still really is not weirdest document request what can get from casinos, they are obligated to monitor their players and complete different checks, not only when account is created.

But this clearly isn't SoW, it's identity checks, for KYC. The should state what documents they require, and as I've shown, live chat (after going away for about 10 minutes, so presumably checking) state you don't have to have photo ID.

 

[Slottery]

I quoted their T&C:s, they do advise there as well that they might request additional documents and they do it when they think it's needed. It doesn't matter what want to call some verification request, they ask what they think is needed. Sometimes you are requested additional ID top of what you have already provided. UKGC is more encouraging casinos to make verifications and ongoing monitoring where you need to request information from players, hard to see that they would say it's not ok to request photo id as part of due diligence.

Of course stand corrected when see UKGC decision that casinos are not entitled to request information of their players but like said, don't believe they would see it as big failure on casinos side if casino try to collect information to verify players further than done in registration point.

 

[Kroffe]

Side question.
What kind of ID is issued in the UK that does not have a photo included?
Or are people not required to be able to identify themselves in the uk?

 

[Gaz237]

Did'nt see this thread earlier.

Asked an upstanding member of our community for and safe casinos, that had 200% bonuses, as wanted a nigher stake session. I ended up getting passed to there so called sister site. Deposited £300, expected £600 to play with. Immediately it said we want bank accouns, passport, drivers id, utility bills and . The I tried to reply and my accound passwords will not work. What in the name of flying fuck is going on?
They have locked my account down so far, I cant send docs if I wanted to

This whole gaming shite has really fucked me off, What really is the point.

So they have £300 of my money till how fucking long

 

[paul7388]

Side question.
What kind of ID is issued in the UK that does not have a photo included?
Or are people not required to be able to identify themselves in the uk?

People in UK do not need to have photographic ID. Driving licences and passports etc. have photos but you do not need to have them. Work passes etc. might have photos but it is not law to have a photographic identity card.

Also UK bookies normally verify electronically and never ask for ID unless they have problems verifying you.

 

[colinsunderland]

I quoted their T&C:s, they do advise there as well that they might request additional documents and they do it when they think it's needed. It doesn't matter what want to call some verification request, they ask what they think is needed. Sometimes you are requested additional ID top of what you have already provided. UKGC is more encouraging casinos to make verifications and ongoing monitoring where you need to request information from players, hard to see that they would say it's not ok to request photo id as part of due diligence.

Of course stand corrected when see UKGC decision that casinos are not entitled to request information of their players but like said, don't believe they would see it as big failure on casinos side if casino try to collect information to verify players further than done in registration point.

You're missing the point. The LCCP states

3 Before permitting a customer to deposit funds, licensees should inform customers what types of identity documents or other information the licensee may need the customer to provide, the circumstances in which such information might be required, and the form and manner in which such information should be provided.

It is very clear. If a casino doesn't state what may be requested, they are in breach of their LCCP. Just because most don't do that, it doesn't mean it's right. Having a line in the T&C's stating 'we may ask you for some ID at some point' does not satisfy that condition.
When I first pointed out that casinos were liable for affiliate's not displaying significant terms and conditions, I was told by more than one rep how wrong I was. Look how that ended up.
This is the same, just because the UKGC hasn't gave penalties out for this, it doesn't mean there are no breaches, it just means they haven't clamped down on it yet.

 

[colinsunderland]

Did'nt see this thread earlier.

Asked an upstanding member of our community for and safe casinos, that had 200% bonuses, as wanted a nigher stake session. I ended up getting passed to there so called sister site. Deposited £300, expected £600 to play with. Immediately it said we want bank accouns, passport, drivers id, utility bills and sow. The I tried to reply and my accound passwords will not work. What in the name of flying fuck is going on?
They have locked my account down so far, I cant send docs if I wanted to

This whole gaming shite has really fucked me off, What really is the point.

So they have £300 of my money till how fucking long

Surely it would be £900 to play with if it was a 200% deposit bonus?
They wanted SoW on a first deposit, which casino is that?
They have to return your deposit, just email them and tell them you aren't going to provide them and want your deposit returning. The CMA part I quoted earlier covers this

b. use, enforce or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

 

[cathsparkes]

you lucky this not happen on Casumo casino they will ask you 100s of doc include selfie,online passport replacment on digital pic takes no more than week to take it,it cost about £90,my self I will wait get id and get you £4800 pay,month ago I replace my passport I pay for 1 week got it in 3 days on post

Hey thanks for your reply. Yeah I agree it would take a week in normal circumstances. Which would be a non issue for me. Currently though they are only issuing passports only to those that need it in compassionate circumstances and that only really includes a death of the family which needs to be proven. I got quoted that it will take 6 - 8 weeks to replace my passport.

 

[Gaz237]

Surely it would be £900 to play with if it was a 200% deposit bonus?
They wanted SoW on a first deposit, which casino is that?
They have to return your deposit, just email them and tell them you aren't going to provide them and want your deposit returning. The CMA part I quoted earlier covers this.

Must of been 100% up so £300 and the a smaller one after


b. use, enforce or seek to rely on any term in a consumer contract or consumer notice which has the object or effect of permitting the operator to confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom, on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information).

Win not be playing a penny there every again. I only went through all shit with L&l 1 week ago.

I t came up with a page saying auto verification, so sent the usually licence, card and untility bill.

Rejected the lot and was told up to 48 hrs and my account diativated

Can you looking into this plz @@Maja Branders Partners and could I request my money returned, as will never play there ever.

 

[cathsparkes]

Why would they tell them they can't ask for it? They specifically say they can, but state they must be upfront with customers about what they might ask for. I've just pretended to be a new customer and got this information

Take note of screenshot 3 @cathsparkes

View attachment 135845

View attachment 135846

View attachment 135847

View attachment 135848

Thanks for this and I appreciate your posts. I had forgotten that the senior support agent had mentioned this! I was also told by Maja Branders that the documents had been accepted. Very strange indeed. I did show them my original birth certificate with a council tax bill. I'm not sure what type of government document they would require. It's all very baffling to me as I have always been electronically verified. I think it's been a norm to do so as it's so common here that many do not have photo ID.

 

[Slottery]

This is the same, just because the UKGC hasn't gave penalties out for this, it doesn't mean there are no breaches, it just means they haven't clamped down on it yet.

Or that they have accepted certain practices in their audits. We'll see when first penalties for asking verification documents are introduced. That verification process is ongoing and like said, it's impossible to list what all documents might be asked. Pre-deposit verification here was completed, now they want additional verification information, next they might want SOW or whatever information. They are not required to specify every possible document what might be needed. Maybe we see then these penalties coming for casinos who ever ask player to provide photo id.

Don't see what same this has to affiliate compliance?