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Question Igame closed account

Discussion in 'Online Casinos' started by santa6014, Oct 21, 2016.

    Oct 21, 2016
  1. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    Hi i have problem im played and deposit Many Times in this casino but im never whidrawl money im never use any no deposit bonus so im deposit one week ago 25 euro and im try whidrawl moneys do support need my doc id prove my adress so im send all this im wait 4 Days and nothing respond so im lost this Money after this im again deposit 25 euro and in win 240 so im sure my account its veryfication im ask support when i can expact Money i have respond 1 or3 Days do ok. Today morning i check my mail and im see message my account and Money its closed because im breach of terms my document didint pass but how im check my account yesterady and all info its fine support only send my terms when im ask what exactly happend . Please mayby someone can help me
     
  2. Oct 21, 2016
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It looks like you are in the UK, so you will have to use the ADR service, which they should specify in their terms.

    You might also want to have a look at today's breaking news, the CMA are going to investigate this kind of behaviour within the industry for being potentially unfair to players. They are asking for examples from players who have had an expectation of being paid winnings, and then had them denied for reasons that are not clear, or due to terms that were so complex one would need a law degree to understand.

    If the ADR fails, or you don't wish to use it, you could always pursue the matter in the small claims court.
     
  4. Oct 21, 2016
  5. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    santa6014

    Hi thanks for reply im not uderstand this many deposit them i send you message from Igame to my

    Hello Dawid,


    Thank you for the documents.


    Please be informed that as additional proof of identity , we will also require a clear



    photograph of you, holding up your photo ID in one hand. Please ensure that your face and



    that the ID card are clearly visible and readable in the photograph itself.






    We also request you to send us a copy / picture from a different utility bill, bank statement, internet- or phonebill with your name, address and the issue date showing clearly (dated in the past 3 months).





    Best regards,



    iGame

    This message i have after first try whidrawl so Ok im send this foto but im wait 3 days for whidrawl so im lost money few days latter i thing my account its veryfication so im deposit 3 times again im not use any deposit bonus and im try next whidrawl im ask support how long i must wait and know i have something like this
    Ticket ID: LTK121620167899749X Subject: Whidrawl

    Hello there Dawid,

    Hope everything is well with you.

    You will have your money in 1-3 busness days.

    Have a nice evening, don't hesitate to contact us if you have any questions.



    Kind regards,

    Olivia

    iGame

    So when im wake up today i see this
    Hello Dawid,



    Unfortunately your documents didn't pass our security checks.


    Your account is now permanently closed and your winnings are forfeited.


    Best regards,


    iGame
    but was not didint pass i have all the same home adrees name and surname im ask many times what exactly
    Ticket ID: LTK121620167900087X
    SUBJECT: Blocked account


    Hello Dawid,


    Please note that your account has been closed.

    2.1.6. You must enter all mandatory information requested into Your registration form, in particular, Your identity, Your address and contact details, including a valid e-mail address, Your place of residence, relevant payment information, all of which must be true and correct. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby decorate and warrant to iGame.com that the information provided is true, complete and correct. You are hereby notified that iGame.com carries out verification procedures, whether itself or through third parties, and Your iGame.com Account may be blocked or closed if You are found to supply false or misleading information.

    Your account will stay permanently closed and funds on your account will be frozen. Our decision is final and undisputed.


    Kind regards,

    Sirke

    iGame


    Ticket ID: LTK121620167900087X Subject: Blocked account

    Hello Dawid,

    Thank you for your reply.

    Your account will stay permanently closed due to the breach of our terms and conditions.


    2.1.6. You must enter all mandatory information requested into Your registration form, in particular, Your identity, Your address and contact details, including a valid e-mail address, Your place of residence, relevant payment information, all of which must be true and correct. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby decorate and warrant to iGame.com that the information provided is true, complete and correct. You are hereby notified that iGame.com carries out verification procedures, whether itself or through third parties, and Your iGame.com Account may be blocked or closed if You are found to supply false or misleading information.

    Have a nice day.



    Best regards,

    Hello Dawid,

    Please read this.

    2.1.6. You must enter all mandatory information requested into Your registration form, in particular, Your identity, Your address and contact details, including a valid e-mail address, Your place of residence, relevant payment information, all of which must be true and correct. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby decorate and warrant to iGame.com that the information provided is true, complete and correct. You are hereby notified that iGame.com carries out verification procedures, whether itself or through third parties, and Your iGame.com Account may be blocked or closed if You are found to supply false or misleading information.

    If you still have questions, get back to us.

    Kind regards,

    Erik

    iGame

    Ticket ID: LTK121620167900087X Subject: Blocked account

    Hello Dawid,

    Your account will stay permanently closed and funds on your account will be frozen. Our decision is final and undisputed.

    If for some reason You are not satisfied with the resolution of Your complaint by iGame.com, You can complain to the Malta Gaming Authority:
    Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta
    Telephone Number: +356 2546 9000
    Email: This email is not visible to you.

    Kind regards,

    Erik

    iGame

    and now nobody reply to my mail i dont known what happend now
     
  6. Oct 22, 2016
  7. me_and_ed

    me_and_ed Ueber Meister CAG MM

    Occupation:
    Selling out
    Location:
    Vancouver
    Something smells fishy here, they don't close accounts for no reason.
     
  8. Oct 22, 2016
  9. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    I dont known what i not have any diffrent account them all deposit from my neteller and skrill account so what else
     
  10. Oct 23, 2016
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    What is just as fishy are their replies. They allege breaking terms and conditions, yet they are breaking UK consumer protection laws for a player who, from their forum details, is in Runcorn.


    I think the CMA should be shown this term, and then ask the operator to explain why they feel it complies with the law.



    The term is NOT broken if the player has indeed supplied "true and correct" information, and the error has been in the data sources and third parties they have used for verification.

    Here is their next error:-


    This is one of the things that the CMA are SPECIFICALLY examining in this investigation.

     
  12. Oct 23, 2016
  13. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    Come on VWM - iGame is a very reputable operator and they do not even accept UK players.

    I find it strange that the OP lists "runcorn" as location (small UK city) and English as native language (Google translate-type of posts).

    As for the OP - I would advise you to send a message to the rep:

    http://www.casinomeister.com/forums/members/igamerobin.html
     
  14. Oct 23, 2016
  15. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    Im back to Poland almost year ago but im work and live in Runcorn in Uk 3 years i have all document from there how long im there. so im not can use diffrent adress? im open account them when im come to Uk but im back i have many casino like that only casino need all document when im live somewhere
     
  16. Oct 23, 2016
  17. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    but im sure i have in Igame all Polish adress nothing elsse im open account in casinomeister when im live in UK so im add this adress here

    And someone tell my why support wait almost 2 week for my veryfication account when im send bill and Id everthing its ok?

    KYC ask me after my bill

    Thank you for the documents.


    Please be informed that as additional proof of identity , we will also require a clear*

    photograph of you, holding up your photo ID in one hand. Please ensure that your face and*

    that the ID card are clearly visible and readable in the photograph itself.

    Im send this but i have firts time something like this but Ok and after this KYC im wait 2 days im lost my first whidrawl so im deposit few time more no use any bonus only my cash.
    almost 2 week latter im whiidrawl again and KYC send my message my account its block so for what Igame wait for couple more deposit ? sorry for my English sometimes im not use any translate im try write alone
     
  18. Oct 23, 2016
  19. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
  20. Oct 23, 2016
  21. santa6014

    santa6014 Newbie member

    Occupation:
    UK
    Location:
    runcorn
    thanks im write to him today mayby he told me something more , because support only send me this. Im check now when im open them account and this is after when im back to Poland so im sure my all account detail its the same what im send for KYC

    Ticket ID: LTK121620167900087X Subject: Blocked account
    Hello Dawid,
    Your account will stay permanently closed and funds on your account will be frozen. Our decision is final and undisputed.
    If for some reason You are not satisfied with the resolution of Your complaint by iGame.com, You can complain to the Malta Gaming Authority:
    Address: Building SCM 02-03, Level 4, SmartCity Malta, Ricasoli SCM1001, Malta*
    Telephone Number: +356 2546 9000
    Email:*support.mga@mga.org.mt
    Kind regards,
    Erik
    iGame
     
  22. Oct 23, 2016
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is discrimination against EU citizens using the right to live and work anywhere within the EU. The underlying problem is that the UKGC and other regulators haven't gotten a grip on what this entails. There is actually nothing fraudulent about a Polish citizen with Polish ID documents having a UK address and UK utility bills for several years, and playing at online casinos. If they regularly nip back and forth, the casino will see that they flip from accessing the casino from a British IP address and a Polish one.

    If the play took place whilst the OP was "physically present in the UK", it is covered by the UK rules, not the ones in Malta.

    This situation is similar to cases where players have played when on holiday abroad, something the industry is actively encouraging with it's emphasis on marketing it's services for use on mobile devices.


    Where this situation gets even more complicated is that if the play took place whilst the OP was in Runcorn, Igame have broken the law by offering it's services to someone "physically present in the UK" whilst not holding a UK license.

    Similar complications will befall a UK player who plays whilst outside the UK, such as when on holiday abroad.


    This is definitely something the CMA should consider during it's investigation, and I bet they haven't thought of this aspect where the rules for online gambling clash with the EU rules on freedom of movement. It's going to be a problem for a few years yet despite Brexit.


    The fact that people travel around the world, and use the internet and smart devices to manage their affairs whilst doing so, is one of the obvious things the regulators and online casino industry have ignored. There is no clarity at all as to what should happen in such situations, and it is just as messy as the SE farce has been for UK players.

    However, it seems the US regulators HAVE got a firm grasp on this situation. The system in New Jersey has been designed to ensure that bets are placed ONLY whilst the player is "physically present in NJ", and it's a far more accurate system than is used by the industry as a whole. This may be something for the UKGC to consider adding to it's own regulations.
     
  24. Oct 23, 2016
  25. Richas

    Richas Senior Member

    Occupation:
    Project Manager
    Location:
    UK
    The UK gov has given this thought, the Treasury consultation on POC had plenty on it and they made clear that for tax purposes normal home address was to be used, that play by UK people overseas was taxable and in turn that play by people in the UK on holiday is not taxable. Some of us lobbied against the gross invasion of personal privacy inherent with constant real time geolocation to within say less than a mile. It also makes n sense at all for any sports betting - is the bet when made, when hedged, when the event takes place.

    In this case they are not licenced in the UK so should never serve him whilst he is in the UK, legally e is UK jurisdiction. If they were licenced in the UK they could serve someone from a jurisdiction where play would be illegal as their normal address but only whilst they are in the UK and not in their normally prohibited jurisdicton.

    Now the UKGC has been merrily ignoring a host of grey and black market issues for firms but for people its clear. If you are in the UK their rules apply to the gambling and if you are on holiday the gambling laws of that country apply.
     
  26. Oct 23, 2016
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The treasury model breaks down though in situations where a player physically present in the UK is registered at their home address, Poland for example, but the casino is not even licensed in the UK, yet permits an overseas customer to play here, but then screws them over because they have played here. For tax purposes, all this happened overseas, but the screwing over happened because of activity on UK soil. UK law may well apply to the consumer contract aspect of the bets placed on UK soil, but because the casino has no license, it is outside of the UK's jurisdiction.

    I expect the root cause of this case is down to the OP being registered as a Polish player with Polish ID documents, but due to being in the UK long term, has played here, and effectively appears to be in 2 places at once, and the casino have acted as judge, jury, and executioner and concluded that this is a UK person who has used a fake Polish ID and address to circumvent the ban on UK players. The picture of the player holding the ID should have disproved this theory, but seems not to have done. However, it would still show the casino that they had a genuine Polish citizen, but one who lived and worked in the UK.

    The term they quote

    suggests that their real reason for this is that they feel that by registering with their Polish details, the player has not entered information that is "true and correct", yet there is no provision for a player who lives and works abroad, yet retains citizenship and a home in their country of origin as their "permanent address".

    Had he entered the long term but temporary UK address, there would then be a problem when it came to the production of a Polish ID document, and again the casino would be able to use term 2.1.6 to void the winnings as then they will claim that the Polish address should have been entered. This would not necessarily have happened in this case and these two countries because Igame has no UK license, but it could happen between 2 other countries, both of which are allowed by Igame.

    This situation would constitute "unfairness" under UK law because it isn't at all clear to a player in this situation what they need to enter in order to comply with term 2.1.6 in entering details that are "true and correct".

    The treasury view only backs this player up (in that they have done nothing wrong in playing here on UK soil on their Polish Igame account), because for tax purposes it would allow a Polish player (for example) to play on UK soil but be regulated by whatever rules apply to Poland, which lacking any specific legislation in Poland on the matter, would mean the MGA regulates this case.
     
    1 person likes this.
  28. Oct 23, 2016
  29. Richas

    Richas Senior Member

    Occupation:
    Project Manager
    Location:
    UK
    It is nice to chat again, and for any spectators I hope it is clear that there is no fierce disagreeenet between us ....but I am going to disagree a bit again here. The breakdown here isn't about tax - it is the failure of the firm to block play from the UK. They have and presumably continue to break the law in the UK by not preventing play from the UK. The firm is guity of criminal action in the UK and senior staff could be arrested anywhere in the EU using a European Arrest Warrant for this criminal offence.

    The breakdown is not in the UK gov position but in the basics of a firm that chooses to not get licenced in the UK whilst serving the UK and also serving the dark grey Polish market too. They are choosing to go for the grey/black market. The player is being put upon not by the UK gov, taxman or UKGC but solely by this firm.

    Their excuse n the terms is as you suggest, assuming all information has been disclosed, the firm is behaving very badly - meanwhile the punter in the dark grey market of Poland or the Black illegal market of the UK for this firm has little ability to get redress from in Poland where the operation is unlicenced and dark grey too.

    That leaves the Malta licence....where the regulator record is genuinely awful, a regime designed to attract firms to the Island.

    This CMA/UKGC investigation IS relevant but it is relevant because the effect of ILLEGAL firms operating in the UK effects UK based consumers - this means that the CMA/UKGC need to look at enforcement againt firms licenced in Malta and elsewhere - for me that means threatening to use or using Arrest Warrants - it might also mean getting agreement from Malta to fast track cases and compensation requests re illegal UK play made by the UKGC or a third party arbitrator/body the UKGC appoints to represent UK vctims of illegal operators (to be paid for by the illegal operator)

    the case of UK consumers exploited by illegal operators using unfair terms via another (EU) licence IS relevant and they should include recomendations/actions from this investigation for this scenario. The whole scenario needs exploring by the investigators, in part to prevent unlicenced sites gaining competitive advantage over compliant legal firms.

    I hope this makes sense, the early starts for the Test match are taking their toll.
     
    1 person likes this.
  30. Nov 7, 2016
  31. iGameRobin

    iGameRobin Dormant account

    Occupation:
    Head of Casino @ iGame group
    Location:
    Malta
    I have just briefly looked at this case but will dig a bit further.

    At this stage after checking the logs I can only confirm that the user has not played nor logged in from a UK IP address.

    I will not confirm or state the reason for holding any funds prior to getting all the facts on the table.
     
    1 person likes this.

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