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Paddy Power closed my account

Discussion in 'Casino Complaints - Bonus Issues' started by wizregos43, Dec 29, 2015.

    Dec 29, 2015
  1. wizregos43

    wizregos43 Dormant account PABnoaccred

    Occupation:
    Securit Guard
    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?
     
  2. Dec 29, 2015
  3. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    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.
     
  4. Dec 29, 2015
  5. jackanory2279

    jackanory2279 Experienced Member

    Occupation:
    self employed masturbaiter
    Location:
    england
    i think some sites do credit checks or somethin. all the top bookies like betfair and bet365 have never asked me for anythin
     
  6. Jan 1, 2016
  7. wizregos43

    wizregos43 Dormant account PABnoaccred

    Occupation:
    Securit Guard
    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?
     
  8. Jan 1, 2016
  9. ternur

    ternur A damn fine cup of coffee CAG webby mm3

    Occupation:
    Lawyer
    Location:
    Finland
    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.
     
  10. Jan 1, 2016
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  12. Jan 2, 2016
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
  14. Jan 2, 2016
  15. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    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.
     
  16. Jan 2, 2016
  17. mac72

    mac72 Senior Member

    Occupation:
    gamble
    Location:
    n ireland
    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?
     
  18. Jan 2, 2016
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
  20. Jan 2, 2016
  21. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
    1 person likes this.
  22. Jan 2, 2016
  23. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    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.
     
  24. Jan 2, 2016
  25. mac72

    mac72 Senior Member

    Occupation:
    gamble
    Location:
    n ireland
    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?
     
  26. Jan 2, 2016
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    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.
     
  28. Jan 2, 2016
  29. mac72

    mac72 Senior Member

    Occupation:
    gamble
    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?
     
  30. Jan 4, 2016
  31. wizregos43

    wizregos43 Dormant account PABnoaccred

    Occupation:
    Securit Guard
    Location:
    Surbiton
    It's been a month already and I still have nothing.
     
  32. Jan 8, 2016
  33. t4llek

    t4llek Experienced Member

    Occupation:
    bartender
    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.
     
  34. Jan 9, 2016
  35. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    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.
     
  36. Jan 10, 2016
  37. Marie2473

    Marie2473 Senior Member

    Occupation:
    Operator
    Location:
    Sweden


    Birthcertificate is what we here in sweden call "personbevis" and you can get it from the "skatteverket" =)
     
  38. Jan 10, 2016
  39. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    I know, and if you had read a couple of more posts you would have seen me explaining that too :)
     

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