Paddy Power closed my account

wizregos43

Dormant account
PABnoaccred
Joined
Dec 29, 2015
Location
Surbiton
I am not sure if this should be in the bonus section, but I've been dealing for weeks with this now. I made a deposit of 100 pounds with paysafe, then won 8600, made a withdrawal via bank transfer, sent them my passport and bank statement. Then they asked me for my licence and electricity bill, I've sent them as well, and then they closed my account and every time I ask them, they say they are reviewing it and won't say how long it would take. What should I do?
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
Obviously they have issues with identifing you. If everything is in order, you should have no problems.

AFAIK, i didn't need to verify with them, i always deposit with my card there.
 

jackanory2279

Registered
Joined
May 13, 2015
Location
england
Obviously they have issues with identifing you. If everything is in order, you should have no problems.

AFAIK, i didn't need to verify with them, i always deposit with my card there.

i think some sites do credit checks or somethin. all the top bookies like betfair and bet365 have never asked me for anythin
 

wizregos43

Dormant account
PABnoaccred
Joined
Dec 29, 2015
Location
Surbiton
They have now asked me for a birth certificate. I am from Slovenia, and I live in UK and have no idea where it is. Do you think it's reasonable after I've sent them my passport and driving licence?
 

ternur

Destroying castles in the sky
webby
CAG
mm3
Joined
Nov 25, 2004
Location
Finland
They have now asked me for a birth certificate. I am from Slovenia, and I live in UK and have no idea where it is. Do you think it's reasonable after I've sent them my passport and driving licence?

If they have both your passport and driving licence already, asking for a BC is pretty overkill IMO. They seem to question the validity of your IDs. Some operators loose the plot with KYC. AML regulations are getting tighter though, so this sort of thing will probably get more and more frequent.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
They have now asked me for a birth certificate. I am from Slovenia, and I live in UK and have no idea where it is. Do you think it's reasonable after I've sent them my passport and driving licence?

That's the problem. You need a non standard KYC, and you are presumed guilty until proven innocent. Using Paysafe to deposit just makes them even more concerned. They don't seem to be satisfied even with the full set of documents, and now ask for a birth certificate, which is usually something casinos reject as being unsuitable for KYC checks. Here in the UK, someone in this situation could easily get another copy of their birth certificate, however yours will have to come from Slovenia, and the procedures there are likely to be different.

The electronic checks many UK sites use will probably not find you because you are a Slovenian citizen living in the UK, not a UK citizen who has all sorts of date held about them since birth on numerous government and corporate databases.

They may suspect that you are actually a Slovenian citizen living in Slovenia, and just pretending to live in the UK so that you can play at the site. They are trying to catch you out by asking for all this documentation because if you are guilty, you will eventually trip up on something and give them the evidence.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
They have now asked me for a birth certificate. I am from Slovenia, and I live in UK and have no idea where it is. Do you think it's reasonable after I've sent them my passport and driving licence?

Reasonable or not they have every right to ask. You should contact the rep here on the forum, PPCasino, to ask what they can do to clarify their request and help you proceed.

FYI I have received your PAB -- the first of 2016! -- and said the same thing to you via email.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I wonder what I would do if they ask me for the same. I didn't know such document existed until I signed up here, and I thought it was a uk thing.
We don't get any and I wonder if they do in Slovenia.
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
Reasonable or not they have every right to ask. You should contact the rep here on the forum, PPCasino, to ask what they can do to clarify their request and help you proceed.

FYI I have received your PAB -- the first of 2016! -- and said the same thing to you via email.

They may have every right to ask but surely the KYC process can't be a neverending 'give us this,ok got that - now provide this game' especially when a customer is requesting a payout? What is to say when the birth certificate is supplied that it will be enough, and if the OP wasn't residing in the UK how would the birth certificate identify that? Surely they would have been better asking for a recent bank statement which would of shown his uk address?
Does anyone know if there actually any timescale under the new regulations for Casino's to carry out KYC's?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We don't get any and I wonder if they do in Slovenia.

No birth certificates in Sweden? :confused: A quick google seems to indicate that there is an equivalent. In my experience almost every country has such in one form or another.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
No birth certificates in Sweden? :confused: A quick google seems to indicate that there is an equivalent. In my experience almost every country has such in one form or another.

We can order a specific paper if we need to get a passport or drivers licence, and a few other things. It's sent to the address we are registered on. It can never be more than three weeks old to be valid. So it's some kind of cerificate but not one we get automaticly or to keep at home.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
They may have every right to ask but surely the KYC process can't be a neverending ....

Agreed, but from what the OP has said so far it doesn't sound like it's been never-ending, it sounds like a couple rounds of requests that he's reluctant to comply with.

Look at it from the casino's point of view: they have questions about the player's identity, documents are the typical way to resolve that, so they ask for documents. Yes it's a PITA but if the OP wishes to proceed then he knows what he needs to do. If not that's fine, his choice, but the casino is only doing what they have every right and are obligated to do.

If after three or four rounds of this there's still no progress then that's a different situation. Until then do or don't do, but it's too soon to complain about the casino's KYC: we all know player fraud is pretty much an epidemic within the industry and I daresay the OP's situation would raise flags at pretty much any casino. The OP's efforts to date have not been particularly exhaustive IMO, and that's especially true since he apparently hasn't bothered to contact the casino rep yet.
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
Agreed, but from what the OP has said so far it doesn't sound like it's been never-ending, it sounds like a couple rounds of requests that he's reluctant to comply with.

Look at it from the casino's point of view: they have questions about the player's identity, documents are the typical way to resolve that, so they ask for documents. Yes it's a PITA but if the OP wishes to proceed then he knows what he needs to do. If not that's fine, his choice, but the casino is only doing what they have every right and are obligated to do.

If after three or four rounds of this there's still no progress then fine, that's a different situation. Until then do or don't do, but it's too soon to complain about the casino's KYC. That's especially true since the OP apparently hasn't contacted the casino rep yet.

No its certainly not never ending at this stage they've simply asked for more info but from a customers point of view it can seem that your entering into a long drawn out affair when your asked for doc's, you supply them and then your asked for more.You have no indication of how long the process is going to take and Paddy power never do themselves any favours (I use them extensively and they are forever losing ewallet deposits,not crediting cashbacks on time etc.) as they will never in my experience commit to solving any issue within any timeframe.
What I don't get about KYC (and this may be naïve) is why if you are able to provide a bank statement showing you name and address is that not the end of the process?? Surely opening a bank account should have the strictest KYC process going, why is there this need to KYC at every level?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Since the OP is living in the UK, they are protected by UK consumer laws, so they probably have more avenues of redress than many other players in a similar situation. They must also be "treated fairly" as a consumer, so if the KYC requests get to the point of no longer being "fair treatment", this can be challenged under UK law. If challenged, the casino would have to justify to the ICO why it was "necessary" for it to have the personal information and documentation requested in order to carry out it's obligations. This is often used against businesses who trawl for excess personal information from a consumer so that it can sell it on, rather than because it is necessary to perform the functions of the contract. Casinos will probably fall foul of this set of laws if they start demanding the bank statements of another member of the household or even extended family who are not party to the contract they have with the player. There has already been one complaint about a casino not satisfied with the players' bank statements and other documentation, they asked for the bank statements of their family on top.
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
Ok but who decides what "treated fairly" is.In my opinion its all way too loose.
Why not have the UK regulator decide what can be asked for and how long after providing it can you expect to be KYC'd. Then its a level playing field for everyone?
 

t4llek

Full Member
Joined
May 31, 2013
Location
portugal
Just a little question, did u buy the paysafe at a retailer in the uk itself or was it online? If it was online it can come up to them as some kind of fraud, u live in uk therefore u have an uk ip adress, and you paid with a paysafe bought online from lets say from thailand(just an example, could be any country where you can buy them from outside the uk), or there really is something wrong with your id that they are being cautious to get to the bottom of it, i did kyc at paddy on their live chat in 5 minutes and wd 2k paid to my neteller within 30 mins, thats why i find strange when people get these kind of problems at such a huge place assuming everything is fine with your identity.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Ok but who decides what "treated fairly" is.In my opinion its all way too loose.
Why not have the UK regulator decide what can be asked for and how long after providing it can you expect to be KYC'd. Then its a level playing field for everyone?

It would usually be a court, based on the individual circumstances of the case. It has been designed to be a little vague to prevent companies from stitching up consumers through very clever terms that neatly duck under the main consumer protection rules.

In the case of KYC for example, it would be a question as to whether an individual in specific circumstances had been treated fairly during the procedure, and whether any investigation had been conducted in a fair manner. It might be fair to take weeks to conduct a thorough investigation, but it would not be fair to simply "sit on" an investigation purely to pad it out in the hope that the customer would give up. It also wouldn't be fair if unreliable personal data had been used in determining the conclusion, and it also wouldn't be fair to misuse KYC procedures in order to hide a different reason for not allowing a customer to pass verification, such as you just wanted to renege on the deal.
 

Marie2473

Dormant account
Joined
Oct 2, 2008
Location
Sweden
I wonder what I would do if they ask me for the same. I didn't know such document existed until I signed up here, and I thought it was a uk thing.
We don't get any and I wonder if they do in Slovenia.



Birthcertificate is what we here in sweden call "personbevis" and you can get it from the "skatteverket" =)
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
That's the problem. You need a non standard KYC, and you are presumed guilty until proven innocent. Using Paysafe to deposit just makes them even more concerned. They don't seem to be satisfied even with the full set of documents, and now ask for a birth certificate, which is usually something casinos reject as being unsuitable for KYC checks. Here in the UK, someone in this situation could easily get another copy of their birth certificate, however yours will have to come from Slovenia, and the procedures there are likely to be different.

The electronic checks many UK sites use will probably not find you because you are a Slovenian citizen living in the UK, not a UK citizen who has all sorts of date held about them since birth on numerous government and corporate databases.
If the OP is a Slovenian citizen living in the UK, he should be on the electoral register as an EU citizen, if he has a bank account (other than perhaps a basic bank account), it should show up in his credit record, so unless he arrived very recently, he should be in the credit reference agencies' databases.
I fail see the point of the birth certificate, since you can get other people's birth certificate if you give a good reason, the name on the birth certificate may be different than the person's current name and the birth certificate does not help to establish someone's current address.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
It's been a month already and I still have nothing.

I did write to you on 02 January with instructions on how to proceed (contacting the rep, etc). Also, you should have read the Pitch-A-Bitch FAQ because you're not supposed to post -- as you did above -- about your PAB until the process has concluded.

I see you haven't been around since then -- 04 January -- so I'm assuming your issue has either been resolved or you've abandoned it. Either way it's closed now.
 
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