CasinoCasino withdrawal Enhanced Verification.

[Webzcas]

They can request it all they like, they certainly aren't entitled to it.

I think there is a lot the OP isn't telling us here.

Yep I agree on both points!

 

[Webzcas]

Perhaps the easiest and most straightforward solution is for the OP to submit a PAB...

 

[L&L-Jan]

They can request it all they like, they certainly aren't entitled to it.

Not each players journey is a smooth ride like yours. Also your journey proves we dont hate winners, we dont mind paying fast to winners and we do try to make the journey as simple and hassleless as possible. However, not everything is fully up to us. It takes two to tango

 

[satchnz]

Soon casinos will be asking you to take a selfie in front of your street sign, with your mother beside you and both of their ID's in hand and a written letter from the father stating he really is your dad.

Don’t forget the elbow. They always want your elbow in the selfie.

 

[nicolajones232232]

In the two to tango senario. I have provide documents requested, and then the extra ones.. And now a third request and labelled "final" for video's not required by UKGC, despite being told that it is. I've spoken with UKGC on the matter. CasinoCasino will be hearing from them no doubt.

They were also a little shocked that I had been asked to provide a DSAR for transaction history which should be clearly displayed for the player.

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i have also been told by support that the UKGC website guidance is out of date. It isn't.
This should be easy enough to read and understand but when I supply a coy to support they cancelled the chat:

Terms giving licensees undue discretion on their application​

You are required by the

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to make sure that the terms on which gambling is offered are not unfair within the meaning of the Consumer Rights Act 2015. Under that Act, a term is unfair if it causes a significant imbalance in the parties’ rights and obligations under the contract to the detriment of the consumer. A term that gives a licensee the discretion to decide when and how it is applied would be unfair under that meaning.

You should not use terms that give you sole discretion as to if and how they are applied. This particularly includes terms covering treatment of customers’ funds where a licensee believes there has been:

• illegal, irregular or fraudulent play
• use of multiple accounts
• third party use or funding of accounts.

Alsp see below - the operator website does not say it will require video evidence. ANYWHERE.

A summary of the key points relating to the withdrawal of player funds​

The LCCP states that as a minimum, remote operators will have to verify the name, address and date of birth or a player before allowing them to gamble.

It also states that before they deposit money, players should be informed of the types of identity documentation that might be required, the circumstances in which it would be required and how it would have to be provided to the operator.

And UKGC own example

Example of what not to do​

"In order to make a withdrawal, you may be required to provide certain documents. If you do not provide this within fourteen days of our request, we may remove winnings and terminate accounts."

 

[nicolajones232232]

Not each players journey is a smooth ride like yours. Also your journey proves we dont hate winners, we dont mind paying fast to winners and we do try to make the journey as simple and hassleless as possible. However, not everything is fully up to us. It takes two to tango

Ye I'm dancing and CasinoCasino is still sat down I fel.
DSAR for simple transaction history?

 

[nicolajones232232]

And this is also shown on UKGC website. Which is exactly what CasinoCasino keep telling me:
We have become aware of obstructive behaviour when providers attempt to adjudicate on disputes of this nature. Examples include claims from licensees that:

The issues in this guidance have been the cause of disputes between consumers and licensees. If a consumer is not satisfied with your response to their complaint, they can refer it to an alternative dispute resolution (ADR) provider. We have become aware of obstructive behaviour when providers attempt to adjudicate on disputes of this nature. Examples include claims from licensees that:

• a recent assessment by Gambling Commission Compliance staff did not identify any concerns with licensees’ terms, and therefore we have ‘approved’ them, the licensee’s terms
• they were not a company that agreed undertakings with the CMA, and therefore their own terms must be satisfactory
• adjudicating disputes based on the fairness or transparency of terms is outside the remit of ADR providers.

None of these are correct.

Compliance assessments vary in scope and may focus on a specific aspect of your business where we have concerns. Commission staff do not ‘approve’ terms and conditions as part of their work.

Our letter to the sector made clear that all gambling companies need to comply with the requirements set out in the published undertakings, not just those companies that agreed to them.

When asked, we expect ADR providers to look into contractual and transactional disputes between consumers and licensees. The terms and conditions are the terms of the contract between those two parties. ADR providers take account of our guidance when deciding if they can accept the dispute. Our guidance to them is clear: they must consider consumer protection legislation when looking at disputes. This includes, for example, considering whether a contract term is fair.

You should therefore follow our guidance when interacting with ADR providers, and supply any information requested within the specified timescales

 

[SYPlayer95]

Perhaps the easiest and most straightforward solution is for the OP to submit a PAB...

Agreed, should have done it ages ago.

 

[Webzcas]

@nicolajones232232 I think your best course of action is to submit a PAB, as the PAB team have a very good relationship with CasinoCasino and L & L.

Their service is FOC ( Free of Charge )

Details Online Casino Complaints

 

[nicolajones232232]

Perhaps the easiest and most straightforward solution is for the OP to submit a PAB...

Sorry for another post on this. I don't know wht is meant by OP or PAB.
Could you help me understand the abbreviation please

 

[Webzcas]

See my post directly above, we posted at the same time

 

[nicolajones232232]

@nicolajones232232 I think your best course of action is to submit a PAB, as the PAB team have a very good relationship with CasinoCasino and L & L.

Their service is FOC ( Free of Charge )

Details Online Casino Complaints

Thanks for the direction to this and I will stop posting lengthy udates here and do this the right were over there.
I dont think CasinoCasino are a bad site, and I dont think the support staff are either.
That's not my intention of the posts. I'm just highlighting the unfairness and continues misunderstanding caused by the operators own T&C'd and the players frustration that is caused when 150+ deposits dont seem an issue but 1 withdrawal is.

 

[nicolajones232232]

See my post directly above, we posted at the same time

 

[nicolajones232232]

See my post directly above, we posted at the same time

PAB Submitted

 

[SYPlayer95]

PAB Submitted

Great, please do not post anymore about this issue as you will sabotage your PAB.

Good luck.

 

[nicolajones232232]

Great, please do not post anymore about this issue as you will sabotage your PAB.

Understood

 

[nicolajones232232]

Yeah so THREE WEEKS have passed and WHAT IS THE POINT

I've never in my life felt so low or felt IGNORED so badly, that I know I've submitted a Ticket and yet despite the rules of that process. Feel I need to POST something...

SAYING, PLEASE CAN SOMEONE HELP!

 

[maxd]

Hello @nicolajones232232 ,

Above you say you "felt IGNORED so badly”.

Excuse me but the rep was actively engaged in conversation with you throughout this entire process. I count more than 20 responses from the rep to you in your PAB Ticket, starting March 26th and concluding today where they explained again why the process you went through was necessary. From what I see you were never ignored: there were steps that needed to be taken to move your process along and the rep stood his ground on those, as he was perfectly justified to do.

I also see that this past Saturday — 11 April — you said in your PAB:

"Again hank you Jan, I do appreciate you taking the time to look into everything and helping get this resolved."

It would have been good of you to mention that here as otherwise readers are left with a totally different impression of what happened and where things ended up.

Finally, a gentle warning: the Player Arbitration Policies and Procedures are not optional, regardless of what your feelings on the matter are. You said above "despite the rules of that process. Feel I need to POST something” which is you ignoring the Rules. From our point of view your compliance with those Rules is all we ask of you or any other PABer: if we had caught this at the time — mid process of the PAB — we would have suspended your PAB for PAB Rules violations and you may well have never been able to work it through with Jan to the end. Please remember that next time you tick the box in the PAB submission form that says "I declare that I have read and will comply with the PAB Rules”.

Regards,

Max Drayman
Complaints & Player Arbitration (PAB) Team Lead

 

[SYPlayer95]

What was the outcome then?

 

[L&L-Jan]

What was the outcome then?

Technically 3rd party pament use and I needed the statement as we were doing a closed loop withdrawal but we got error on name mismatch when using the customers details. So that had all to be clarified and proof on our records sorted. Funds paid straight away and case resolved.

 

[SYPlayer95]

To cut to the chase then?
The OP used a bank card that wasn't theirs?

 

[L&L-Jan]

To cut to the chase then?
The OP used a bank card that wasn't theirs?

Not intentionally for sure. That OP managed to prove and hence she got paid.

 

[SYPlayer95]

Not intentionally for sure. That OP managed to prove and hence she got paid.

Great, glad to hear this is resolved!

 

[L&L-Jan]

Great, glad to hear this is resolved!

In my 13 years here, try to pinpoint an issue I didn't resolve

 

[nicolajones232232]

Hello @nicolajones232232 ,

Above you say you "felt IGNORED so badly”.

Excuse me but the rep was actively engaged in conversation with you throughout this entire process. I count more than 20 responses from the rep to you in your PAB Ticket, starting March 26th and concluding today where they explained again why the process you went through was necessary. From what I see you were never ignored: there were steps that needed to be taken to move your process along and the rep stood his ground on those, as he was perfectly justified to do.

I also see that this past Saturday — 11 April — you said in your PAB:

"Again hank you Jan, I do appreciate you taking the time to look into everything and helping get this resolved."

It would have been good of you to mention that here as otherwise readers are left with a totally different impression of what happened and where things ended up.

Finally, a gentle warning: the Player Arbitration Policies and Procedures are not optional, regardless of what your feelings on the matter are. You said above "despite the rules of that process. Feel I need to POST something” which is you ignoring the Rules. From our point of view your compliance with those Rules is all we ask of you or any other PABer: if we had caught this at the time — mid process of the PAB — we would have suspended your PAB for PAB Rules violations and you may well have never been able to work it through with Jan to the end. Please remember that next time you tick the box in the PAB submission form that says "I declare that I have read and will comply with the PAB Rules”.

Regards,

Max Drayman
Complaints & Player Arbitration (PAB) Team Lead

MAX'D - I've said a genuine thank you to Jan,

And I appreciate his comments following this note regarding the third party payment issue. It's not quite a simple third party payment but how the account I use works.

And there are two ways of feeling and the PAB felt difficult at times but I tried to remain polite while feeling stressed and upset. Hence my post here. Essentially I didnt think it was going to be resolved so this was a cry for help. It's not intended to mislead anyone. Until other people embark on the process they may not know how it feels.

BUT - Again just a thank you to Jan for continuing to get this to the end result.

@L&L Jan - Thank You

 

[nicolajones232232]

Not intentionally for sure. That OP managed to prove and hence she got paid.

Thank you for adding this comment x

 

[maxd]

MAX'D - I've said a genuine thank you to Jan,

Not here you didn’t, at least not until prompted to do so, and that’s not cool.

… this was a cry for help. It's not intended to mislead anyone. …

You were in the middle of a process that involved several people, not just you. We were working on it for you, Jan was working on it for you. For you to arbitrarily decide that you knew better than the PAB Rules you agreed to abide by is the issue here. As I said, if we’d seen your post at the time we would have either called you up on it or suspended your PAB, your intentions notwithstanding.

FWIW the reason we ask that people NOT post on the forums while their PAB is in progress is that doing so typically pushes the casino into defending themselves in public OVER AND ABOVE any arbitration progress we may be making with them. In other words posting in public usually damages and/or derails our work and limits your settlement options. So we ask that you don’t, which you agreed to. In this particular case you were lucky to have a very experienced and level-headed rep involved so the damage was negligible: that is seldom the case and this was very much the exception.

Let’s just say you’ll know better for next time and leave it at that.

- Max