Monster Casino accusing of 3rd party involvement due to self employment

josh wilson

Newbie member
Joined
Jul 8, 2021
Hi I made a withdrawal in April and a casino has had me jumping through hoops, ignoring my communications just not being transparent at all! Ive received an email today stating there voiding my 10k because they believe my funds are from 3rd partys well yea I’m self employed so this will always reflect that? I’m now going down the ADR route as they suggested my case is now closed any help would be fantastic.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
I don't understand why so many threads are made like this without including the most important information, country (or license) and casino name.
OP if you give us that information it will be a start on how to advise what to do next, although if you have involved the ADR then you are most likely going to have to wait until you get a result from them.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Grace Media looking like these are just a scam outfit considering how many complaints are around about them recently, all to do with non payouts.
Why did you choose this casino?
Also complain the the UKGC, they have already had a few complaints about them that I know of, the more the better.
 

josh wilson

Newbie member
Joined
Jul 8, 2021
Hi Colin , apologies for the lack of my information I’m a first timer, hopefully there won’t be a next time but if there is I’ll make sure to provide them :)
I have complained to the GC they stated they have logged it but there’s not allot they can do in regards to my individual case?
Monster casino self excluded me for 6 months because I stated they were causing me frustration dragging things out! I stated i wanted them just to close my account as i don’t wish to use it again so because of that answer they opted for 6 months on my behalf ?
Honestly these last few months have been an absolute head ache and so time consuming just trying to get my winnings! Have you any exsperience with the eCorga?
 

Cicadasinthetrees78

Newbie member
Joined
Jul 26, 2021
Good help offered with this ?

Josh, did you make a formal complaint at any point? Because IBAS requires 8 weeks from when you made a complaint before they can intervene. It may be they can move your case on if you explain to them the situation. Give IBAS a ring, they are taking calls despite the message on the site, and submit a claim on their website. Or ecorga if they’re the designated ADR.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Not that much information what everything you have provided to casino already by now but as you're self-employed and these 3rd party transactions are your work related income, you should be able to show them invoice, receipt, proof or how ever you charge/invoice your customers, have you submitted some proof of these 3rd party transactions and they still don't accept them even you show them invoice/receipt which is corresponding with amount received to your bank account?

If you can show them that every single 3rd party transaction to your account is work related and invoiced money you are paying taxes and N.I, they shouldn't have much to say in that case. You just would need to show them proof from every single transaction from 3rd parties is something you charge from your work.

If you haven't send them any proofs from these 3rd party transfers, then they probably can confiscate these winnings if there are loads of them (as can guess from first post that it wasn't only one 3rd party transfer) which are then used for gambling.

For future advice, it probably would be good idea to use different account to your work income and gambling or use some netwallet but using same account can cause this kind of issues and you for sure need to be proving all the time what these transactions are.

If they wish you go to ADR route, then they possibly at least don't have sufficient proof of source of these funds from 3rd parties and it currently for them look like 3rd party funded gambling (which is unfortunately quite common way of abusing bonuses etc...).
 

josh wilson

Newbie member
Joined
Jul 8, 2021
Hi sorry guys I’ve been abit under the weather,
I’ve offerd monster casino invoices no reply!
I’ve since recived this today im absolutely furious
What a load of bollocks... ?
Also I noticed the eCorga have stated this is now closed but set the time in advance is this normal?
 

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josh wilson

Newbie member
Joined
Jul 8, 2021
How can they state that’s the reason they’ve not paid out?

I made my withdrawal & timed out to prevent any risks. 6 weeks of jumping through hoops passed I didn’t play on my account once; I stated that they were causing me stress/frustration due to the time scales & the way they were communicating so they exclude me?
I told them to just close my account and they declined?
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Based on your first message, would guess it's something to do with 3rd party funding. E-Cogra mentioned something about refund so assume they refunded your original deposit and therefore rejected customer relationship with you, possibly because these 3rd party transfers to your account were something they didn't get clear explanation and supporting documents where they could have verified audit trail of funds used for gambling.

This action where they reject the whole customer relationship can happen if they find something (like 3rd party transfers) from your account which they don't like and there's not clear enough explanation with supporting documents where origin of these funds could be clarified. In this case they also have to exclude your account like they did (also if you mention that you get stress and frustration about gambling and verification process, it's probably only right action from casino to do to prevent possibly harming gambling).

We only can guess here without having all these documents that casino have, but above one quite possible scenario. Also e-Cogra seem to agree their decision, i assume you provided them all possible documents about everything when you raised your dispute as casino most probably is not dealing with this anymore as it's settled in ADR:s eyes as well (which casino can reply if any other ADR contact them because of this).
 

josh wilson

Newbie member
Joined
Jul 8, 2021
Good evening,
Yes they sent my deposits back last week. I provided everything they asked from me banking statements, previous employment current employment, winnings.

yes true mate I bit my tongue for 6 weeks then let slip a little then they instantly excluded me.
I didn’t supply the eCorga with any documents other than communications I’m guessing this is where I’ve gone wrong?

Can you recommend another ADR Provider?
The ecorga also suggested I contact the MGA?
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Where you from, are you playing under MGA license? If yes, you can make direct complaint to them as well, they do handle also player complaints but if you are from UK or any other country who have their own license, MGA don't touch it as they are not regulator of these markets.

Here is link to MGA complaint form if you need it, i don't think they will reply to another ADR but just refer that case it's already reviewed with e-cogra and they consider it settled:

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josh wilson

Newbie member
Joined
Jul 8, 2021
Good afternoon I’m from the UK,
This is what they sent In response to my complaint?
 

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Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Good afternoon I’m from the UK,
This is what they sent In response to my complaint?

Yup, so then MGA can't really do much as in UK, their regulator is UKGC so unfortunately MGA can't provide any help. One of the very best ADR is Casinomeisters PAB and @maxd 100 years experience of solving player complaints, tagging Max here that he could give his opinion if it would be worth to try even it's been with ADR once.

Wait Max input and if he thinks it's worth to try, then submit PAB from below link and read rules before you submit it (most common and for team, most annoying failure in rules is to keep posting about your issue while they are working on it, so in case you ending up to PAB, make sure not to post here or any other forums about your case and give people peace to work on it). If you ever have issues with casino, i would turn to CM PAB instead of e-cogra or IBAS who are most used by big casinos but who also are sometimes very clueless about players point of view and that knowledge CM team do have

Submit Your Online Casino Complaint
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Did a quick browse here so if I miss or misinterpret something feel free to point it out.

Ok, the UKGC has basically provided UKGC licensed casinos with a "lock-out" clause in their licensee rules (officially called the
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or LCCP). That clause says that all UK licensed casinos must designate an ADR to handle player disputes that are not resolvable by the casino AND that they have to abide by the ADR's ruling in cases where the total value of the case is less than £10K (that last bit may be out of date, I'd have to sift through the LCCP to be sure and TBH I'd rather be shot in the face). Most significantly there is no mention of listening to or even acknowledging any other ADR regardless of the player's choice, preferences, or situation.

Anyhoo, the bottom line is that once a designated ADR gives a ruling on a case the UK licensed casino will never go against it unless they want to have their license go under review by the UKGC. In other words if the designated ADR says the sky is green then as far as the UK licensed casino that uses them is concerned the sky is green. The chances of having that decision re-examined and/or reversed is very, VERY slim.

That said decision reversals have happened. If it were me and I was in the OP's shoes -- meaning the designated ADR had given a decision which I felt was wrong and/or inappropriate -- I'd write up my argument, provide whatever evidence was necessary to back up my case and POLITELY resubmit it to the designated ADR and ask them VERY KINDLY to please have another look. Sound like fun? Hell no, but that's the situation that UK players are in insofar as the designated ADRs go thanks to the UKGC: it's their way or the highway pretty much without exception.

If it's not already obvious the answer is no, there isn't much point in submitting a PAB to us now that the designated ADR has already ruled. No matter what we say nobody is going to listen: the casino, the designated ADR and the UKGC are all playing from the same sheet music here -- the LCCP -- and everyone else can go ... bark up a tree, to put it politely. In the off chance that the OP is simply curious if we, for example, would rule the same as the designated ADR then yes, a PAB would be worthwhile, but only in that circumstance.
 
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