Hi everyone!
I'm new here so apologies if i have posted in the wrong place, but i need some advice as i am getting major anxiety over this, so any advice is appreciated!
So basically, my daughter decided to download rainbow riches casino app via the app store on her phone, add my bank details and ended up deposit £3999 from my bank. I followed the complaints process once i found out what she had done and how she did it, but they are refusing to refund the amount, so i logged with eCOGRA who have accepted the case, but awaiting a decision.
So there is background here, she is 15, and has seen me playing these games in the past, and fancied her chances. Before any of the 'bad parent' comments come in, let me just explain that a 15 year old will keep anything to do with their private life private! turns out her school piers have got her addicted to gambling, which is apparently a growing concern with underage teens at the moment. Anyway, all that aside i have taken the parental responsibility to ensure she is getting the help she needs etc.
so she set the account up in her name, address etc but changed her DOB to view as 18, but added my bank card on the deposit method. I found out the next morning that she near enough wiped my account out. I reported the fraud to the bank, merchant and action fraud immediately. As suspected, the bank have done nothing. Action fraud have done nothing, so i attempted to ask the casino for the funds back.
Their responses were fairly good, they accepted their T&C's confirm if a minor is found to be playing, they will refund ALL deposits made, and request any withdrawals, all they needed was copies of her documents that match the account name.
Passport and birth certificate were sent in, clear as day, sent about 9 times, zoomed in, out all the rest.
Anyway, they kept responding advising it failed verification, and to send more pictures in. I kept doing this and they kept refusing the identification for whatever reason. Its literally clear as day pictures. No discrepancies in any of the info. They just said their software failed the checks and they cannot accept a manual check from a manager.
So i logged with eCOGRA but from what i have read online, they always favor the casino, but not sure how they could in this case, as i have provided all evidence that any human would confirm is correct, but their software does not. Not sure where i stand with this, and wondering what the outcome will be.
thanks in advance for responses.
I'm new here so apologies if i have posted in the wrong place, but i need some advice as i am getting major anxiety over this, so any advice is appreciated!
So basically, my daughter decided to download rainbow riches casino app via the app store on her phone, add my bank details and ended up deposit £3999 from my bank. I followed the complaints process once i found out what she had done and how she did it, but they are refusing to refund the amount, so i logged with eCOGRA who have accepted the case, but awaiting a decision.
So there is background here, she is 15, and has seen me playing these games in the past, and fancied her chances. Before any of the 'bad parent' comments come in, let me just explain that a 15 year old will keep anything to do with their private life private! turns out her school piers have got her addicted to gambling, which is apparently a growing concern with underage teens at the moment. Anyway, all that aside i have taken the parental responsibility to ensure she is getting the help she needs etc.
so she set the account up in her name, address etc but changed her DOB to view as 18, but added my bank card on the deposit method. I found out the next morning that she near enough wiped my account out. I reported the fraud to the bank, merchant and action fraud immediately. As suspected, the bank have done nothing. Action fraud have done nothing, so i attempted to ask the casino for the funds back.
Their responses were fairly good, they accepted their T&C's confirm if a minor is found to be playing, they will refund ALL deposits made, and request any withdrawals, all they needed was copies of her documents that match the account name.
Passport and birth certificate were sent in, clear as day, sent about 9 times, zoomed in, out all the rest.
Anyway, they kept responding advising it failed verification, and to send more pictures in. I kept doing this and they kept refusing the identification for whatever reason. Its literally clear as day pictures. No discrepancies in any of the info. They just said their software failed the checks and they cannot accept a manual check from a manager.
So i logged with eCOGRA but from what i have read online, they always favor the casino, but not sure how they could in this case, as i have provided all evidence that any human would confirm is correct, but their software does not. Not sure where i stand with this, and wondering what the outcome will be.
thanks in advance for responses.
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