Hyper casino

[lasevenz69]

Been playing at this casino fairly regularly and eventually deposited what must be a threshold and have had account locked can't withdraw the deposit as it has said I need to give source of wealth. I don't agree with them delving into personal details like this so closed the account and self excluded from their brand l and l Europe. Several messages asking to refund my balance back to my payment method registered. Had this on other sites always got the balance out no problem. These guys are stealing your money if you don't give then what they ask for. Be careful playing on any l and l Europe. If I self excluded from their brand this renders me no longer a customer yet still refusing to refund my balance. This was a deposit not winnings!

 

[justdoit]

send him @L&L-Jan privat massage with your account email, his the manager of casino

 

[Halifax95]

Was going to say that doesn't sound right. Self excluded, account balance should be going back to registered card, simple as that!

See what happens as Jan tends to be the voice of reason from my experience!

 

[lasevenz69]

Tried to send a message privately but getting error message

 

[dunover]

Tried to send a message privately but getting error message

@L&L-Jan

 

[Jono777]

They're not stealing your money, they are being compliant and following guidelines.

A PM and a bit of patience and you will get your deposit back

 

[Halifax95]

They're not stealing your money, they are being compliant and following guidelines.

A PM and a bit of patience and you will get your deposit back

If someone is not returning your money, that would potentially constitute to theft. The UKGC guidance for self excluded customers is to return the balance to the players registered card.

A lot of fuss for £100. Why open yourself up to bad press for £100. Nothing to these companies.

Nevertheless, I'm sure Jan will get to the bottom of it.

 

[lasevenz69]

If someone is not returning your money, that would potentially constitute to theft. The UKGC guidance for self excluded customers is to return the balance to the players registered card.

A lot of fuss for £100. Why open yourself up to bad press for £100. Nothing to these companies.

Nevertheless, I'm sure Jan will get to the bottom of it.

Exactly this. Had the same with maybe 8 or 9 sites and I just withdraw and move to a different brand. I will never give personal finances to these companies. Every time I've had a balance and this occur I've never not been paid out but after I've been paid obviously can't deposit until I've completed sow. If you self exclude from any casino they have to refund the balance to the registered card or its theft.

 

[justdoit]

Tried to send a message privately but getting error message

because you have a new account on the forum, Jan will be on in the morning

 

[Jono777]

If someone is not returning your money, that would potentially constitute to theft. The UKGC guidance for self excluded customers is to return the balance to the players registered card.

A lot of fuss for £100. Why open yourself up to bad press for £100. Nothing to these companies.

Nevertheless, I'm sure Jan will get to the bottom of it.

IF they held on to it for ever. My point is, Give them chance!

No management usually on weekends who would be required to make a decision / authorise this situation.

 

[Halifax95]

IF they held on to it for ever. My point is, Give them chance!

No management usually on weekends who would be required to make a decision / authorise this situation.

Think you're missing the point, but as I've said let's wait and see.

 

[Jono777]

Think you're missing the point, but as I've said let's wait and see.

Likewise.

Let's just leave it there.

 

[lockinlove]

The big issue with L&L casinos is they do this upon withdrawing which forces the player to do something they dont want to do in order to get their money.

Tell the player when they get close to the threshold so the player has a choice. The SOW is extremely invasive so let the player decide. Dont handcuff them.

 

[jasonuk]

The UKGC guidance for self excluded customers is to return the balance to the players registered card.

You've missed a key part, "...subject to any regulatory compliance".

Somebody self-excluding to "shortcut" the CDD process potentially makes it more complicated - because now they need to deal with two procedures instead of one. Players should be cautious with using that as a "wedge" to get their money faster, particularly as the GamProtect scheme (where operators will self-exclude you across all participating sites, with limited right of appeal) is gaining new members.

A lot of fuss for £100. Why open yourself up to bad press for £100. Nothing to these companies.

Also not applicable, this is not one of those cases - the OP clearly states they have been playing regularly and they think they have hit a threshold (which they likely have). The site has a regulatory obligation to perform CDD/AML if a person has deposited enough to trigger those checks.


To the OP: A reminder that under the

You do not have permission to view link Log in or register now.

you do have a right of refusal for a CDD (customer due diligence) request - and they should return your balance at the time of request, including any subsequent deposits but not subsequent winnings. If you decline, naturally they will close your account as well.

It'll be an office hours job - so hopefully you'll see some updates on Monday.

 

[lasevenz69]

IF they held on to it for ever. My point is, Give them chance!

No management usually on weekends who would be required to make a decision / authorise this situation.

They have had it since mid june

 

[L&L-Jan]

The big issue with L&L casinos is they do this upon withdrawing which forces the player to do something they dont want to do in order to get their money.

Thats untrue, deposit threshold trigger it. You only hear the stories of those who do not want to comply and have a withdrawal. You dont hear those who don't want to comply and have no withdrawal.

@lasevenz69 without a username/email I'm useless You cant PM email addresses so just send whats before the @ sign.

 

[gonzo fonso]

They're not stealing your money, they are being compliant and following guidelines.

A PM and a bit of patience and you will get your deposit back

what guidelines BETFAIR,PADDYPOWER and SKY VEGAS they have never asked me for SOW/SOF i think it depends on the casino and not so much the UKGC rules etc

 

[justdoit]

what guidelines BETFAIR,PADDYPOWER and SKY VEGAS they have never asked me for SOW/SOF i think it depends on the casino and not so much the UKGC rules etc

I have 5 years old account with L&L they never ask me for SOW, and I have 2 other account with L&L not so old never got ask for SOW,

 

[gonzo fonso]

I have 5 years old account with L&L they never ask me for SOW, and I have 2 other account with L&L not so old never got ask for SOW,

well it must depend actually on how much one deposits,if your doing £200 £300 every few days then yes the alarm bell will go off

 

[justdoit]

well it must depend actually on how much one deposits,if your doing £200 £300 every few days then yes the alarm bell will go off

I dont make larger deposit on any UK casino, they will ask for SOW, I guees they forced by UKGC to do that, I do make larger deposits on crypto but not in UK

 

[L&L-Jan]

There was actually no self-exclusion set, hence nothing was returned. Resolved now.

 

[lasevenz69]

All resolved many thanks to the hyper casino rep. More than helpful. I did have a run where I maybe put 1-2k in had some bad luck but to trigger the sow on deposit maybe would be better to display a automatic deposit limit where you can use a allowance each month etc without triggering anything then if a player wants to increase this limit and so on to provide sow. Anyhow many thanks appreciate everyones inputs and responses

 

[jasonuk]

All resolved many thanks to the hyper casino rep. More than helpful. I did have a run where I maybe put 1-2k in had some bad luck but to trigger the sow on deposit maybe would be better to display a automatic deposit limit where you can use a allowance each month etc without triggering anything then if a player wants to increase this limit and so on to provide sow. Anyhow many thanks appreciate everyones inputs and responses

Good suggestion - and something that is starting to happen in recent months (the first phase of the official regulations came in last month). Going forward it'll be a credit check at £500 / month, which will later reduce to £150 / month.

Some sites have been more proactive than that and started setting automatic (and meaningful - i.e. not £9999) limits based on that information.

Hopefully it'll clean up some of the problems with CDD because for every operator that is doing it by the book (and Jan has, in this thread and others, been pretty open about how it works) there are others that clearly are not.

 

[lockinlove]

Thats untrue, deposit threshold trigger it. You only hear the stories of those who do not want to comply and have a withdrawal. You dont hear those who don't want to comply and have no withdrawal.

@lasevenz69 without a username/email I'm useless You cant PM email addresses so just send whats before the @ sign.

Did you guys change your protocals then? When I played there all the time, the only time I got this stuff was upon withdrawal.

You might have changed it though because I almost remember after I got really pissed off you guys did this, I feel like you SOW'd me before a withdrawal the next time.

Im glad I helped changed the policy!

 

[Jono777]

Good suggestion - and something that is starting to happen in recent months (the first phase of the official regulations came in last month). Going forward it'll be a credit check at £500 / month, which will later reduce to £150 / month.

Some sites have been more proactive than that and started setting automatic (and meaningful - i.e. not £9999) limits based on that information.

Hopefully it'll clean up some of the problems with CDD because for every operator that is doing it by the book (and Jan has, in this thread and others, been pretty open about how it works) there are others that clearly are not.

Jason, would you give me some more information regarding this please.

My credit rating is not awful but also not awesome so wouldn't want my sessions (which are small deposits and far, far from every day) blocked because someone misinterprets whether I can afford to play or not.