Question Paddy Power Casino : Does this seem right?

[Sharonatt]

Hi I won £1800 from Paddy Power and withdrawn it and deposited £100 to play more, within a minute they locked my account without spending a penny and asked for passport or licence and I have neither. They said they will not refund because my winners are higher than my deposit. I just wondered if this is normal and if there's anything I can do to get the £100 without photo id? Here's my chat log

Apologies but we only accept passport or driving license as proof of identity not the voter id card or residential card or service card​

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You at 22:39, Nov 7:​

And there's no way to refund my £100 i deposited minutes before you closed my account?​

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You at 22:39, Nov 7:​

I didn't spend any of it​

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You at 22:40, Nov 7:​

If i don't pay to get passport, I lose my £100?​

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You at 22:41, Nov 7:​

That seems so wrong if that's the case​

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Durga at 22:42, Nov 7:​

The accounts that are suspended and closed under standard review are only entitled to withdraw the deposits not the winnings as its the UKGC law. So we will check with the deposits and initiate the withdrawal for your deposits alone.​

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You at 22:42, Nov 7:​

Can i withdraw my deposit​

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Durga at 22:42, Nov 7:​

Upon checking you had £1,270.00 from which you have withdrawn £1,800.00 and your current balance of deposits is negative -£530.00​

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Durga at 22:43, Nov 7:​

They are no balance left to withdraw your deposits​

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You at 22:43, Nov 7:​

I deposited £100 just 1 minute before you closed my account and didn't use it​

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Durga at 22:43, Nov 7:​

Sure I can withdraw those deposits for you​

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You at 22:44, Nov 7:​

£105.99Read​

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Durga at 22:44, Nov 7:​

Let me check this with my team​

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You at 22:44, Nov 7:​

My account says​

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Durga at 22:44, Nov 7:​

That includes your winnings too​

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Durga at 22:46, Nov 7:​

Upon checking can see that you have withdrawn more than what you have deposited​

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You at 22:46, Nov 7:​

I just deposited 100 1min before from my bank and didn't gamble with a penny on that £100 and it's showing in my available funds​

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You at 22:46, Nov 7:​

Yes because I won​

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Durga at 22:46, Nov 7:​

And the £105.99 are you winnings in order to withdraw your winnings we would need the above documents​

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You at 22:46, Nov 7:​

Definitely not winningsRead​

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You at 22:47, Nov 7:​

As i didn't gamble with the £100​

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Durga at 22:47, Nov 7:​

You originally deposited £1,270.00​

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You at 22:47, Nov 7:​

I didn't have time​

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Durga at 22:47, Nov 7:​

And you have withdrawn more than what you deposited £1,800.00​

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Durga at 22:48, Nov 7:​

Which is 530 more than your actual deposited amount?​

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You at 22:49, Nov 7:​

i deposited £100 in to my account from my bank and didn't spend that​

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You at 22:49, Nov 7:​

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You at 22:49, Nov 7:​

as soon as i deposited it the account closed​

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Durga at 22:50, Nov 7:​

And what you currently have deposited is added to your winnings as your withdrawn net balance went into negative since you have withdrawn way more than actual deposits​

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Durga at 22:50, Nov 7:​

So in order to withdraw hose winnings we would need the above documents​

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You at 22:50, Nov 7:​

I won that though​

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Durga at 22:50, Nov 7:​

As mentioned above​

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Durga at 22:50, Nov 7:​

The accounts that are suspended and closed under standard review are only entitled to withdraw the deposits not the winnings as its the UKGC law​

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Durga at 22:51, Nov 7:​

The funds that you have on your account now are the winnings not your deposits​

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You at 22:51, Nov 7:​

It doesn't seem right, you should ask for id before i gambled.​

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Durga at 22:52, Nov 7:​

I apologies that you feel this way, However, we are regulated by the UK Gambling Commission and have acted within their regulations. Customers are allowed to register, deposit and play for a period of time prior to documents being requested. Once the threshold has come, or if we deem it necessary to suspend the account for review, then document can be requested.​

 

[L&L-Jan]

Account Verification and Due Diligence

5.4 We'll try and conduct our verification processes electronically where possible, but if we are unable to do so, or if the check is inconclusive, we may ask you to provide us with personal identity documents. The identification documents that we may request that you provide to us can be found

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

. For non-UK customers, identity verification is triggered in line with regulatory requirements and may be required at various stages/upon various triggers including (but not necessarily limited to) on Account registration, at certain deposit levels, and/or based on other risk factors.

Why did you accept their terms if you cant comply?

 

[shady]

If you are going to gamble, do yourself a favour and get yourself some ID first because it will happen everywhere.

 

[neilw]

You can get a provisional driving license. It will cost you £34.

Details here:-

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

You'll need to provide two forms of ID, like a Birth Certificate and a Payslip P60 etc. The list is there.

It's not relevant in your case, but they will use your Passport photo if you have one. In my sons' case, he needed an id when he went to Uni, so he applied for a Provisional Driving licence. They used his passport Photo, which was taken when he was ten years old. How funny is that

 

[Sharonatt]

Account Verification and Due Diligence

5.4 We'll try and conduct our verification processes electronically where possible, but if we are unable to do so, or if the check is inconclusive, we may ask you to provide us with personal identity documents. The identification documents that we may request that you provide to us can be found

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

. For non-UK customers, identity verification is triggered in line with regulatory requirements and may be required at various stages/upon various triggers including (but not necessarily limited to) on Account registration, at certain deposit levels, and/or based on other risk factors.

Why did you accept their terms if you cant comply?

5.4 We'll try and conduct our verification processes electronically where possible, but if we are unable to do so, or if the check is inconclusive, we may ask you to provide us with personal identity documents

I have had zero problems at other sites and they were able to electronically verify me, It doesn't say that you have to have photo ID to comply to use the site and I thought I would have zero problems as the others have been ok. I just don't understand how they don't see my deposit as a deposit and class it as winnings :/ I didn't use a penny of the £100 I deposit to my account just minutes before they locked my account. I haven't needed driving a licence or passport and did not fancy getting a birth certificate and licence for what would be around 40-50 pound after fees. I was just wondering if it's correct for them to class my deposit as winnings? I know they're meant to give back deposited money if you have no ID but they are classing my £100 as winnings even though it was just added and zero spent. Thanks.

 

[dunover]

You can get a provisional driving license. It will cost you £34.

Details here:-

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

You'll need to provide two forms of ID, like a Birth Certificate and a Payslip P60 etc. The list is there.

It's not relevant in your case, but they will use your Passport photo if you have one. In my sons' case, he needed an id when he went to Uni, so he applied for a Provisional Driving licence. They used his passport Photo, which was taken when he was ten years old. How funny is that

Pretty funny if he grew a beard when at uni.

 

[Sharonatt]

You can get a provisional driving license. It will cost you £34.

Details here:-

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

You'll need to provide two forms of ID, like a Birth Certificate and a Payslip P60 etc. The list is there.

It's not relevant in your case, but they will use your Passport photo if you have one. In my sons' case, he needed an id when he went to Uni, so he applied for a Provisional Driving licence. They used his passport Photo, which was taken when he was ten years old. How funny is that

Thanks for providing the info to get a provisional, I appreciate it.

 

[Jono777]

Reading that chat alone reassures me I made the right decision years back to avoid live "help" like the plague.

In all seriousness, missues never driven a car in her life but got provisional years back for instances just like yours

 

[Reelsoffun]

Have things changed then? as a provisional DL was never accepted as ID years ago, it had to be a full one.

 

[jasonuk]

Have things changed then? as a provisional DL was never accepted as ID years ago, it had to be a full one.

Seems like it, UKGC allows full or provisional (for KYC and for industry identity checks) but a number of other governmental entities will insist on a full license.

 

[jasonuk]

The accounts that are suspended and closed under standard review are only entitled to withdraw the deposits not the winnings as its the UKGC law. So we will check with the deposits and initiate the withdrawal for your deposits alone.

Are Paddy doing a William Hill here - they paid out the £1800 (which is over the €2000 KYC limit) and then realised they needed to do KYC?

As you can probably guess, they are confusing the

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here:

• at the point where the threshold is reached, remote casino operators should put all funds owed to the customer into an account (or equivalent) from which no withdrawals can be made
• if CDD cannot be completed, then the operator must proceed in line with regulation 31(1)(c) and terminate the existing business relationship with the customer
• if funds are to be repaid, then the amount repaid should consist of all funds owed to the customer at the point that the threshold was reached, plus all deposits made at that point and thereafter

So the key part is when the threshold was reached - as they allowed the £1800 withdrawal to proceed (despite being above the KYC limit) then we would assume the threshold lock was applied shortly after - which means the prior phase relates to all funds (the £1800, already paid out) and the subsequent phase relates to deposits only.

So if you were asked for KYC and won money after that point then he would be correct that your winnings may be at risk if you don't complete KYC. They can drag this out for weeks and potentially months though, so don't expect a speedy resolution if you decline to provide it.

As others have mentioned - photo ID is pretty much a necessity at this point, a number of operators now request it on registration to avoid any headaches down the road, but many others will use it to stall withdrawals even when they're not supposed to.

 

[shady]

Have things changed then? as a provisional DL was never accepted as ID years ago, it had to be a full one.

This is my thinking too. Whilst it seems like it should be it has never been accepted in my experience.