Surprising Paddy Power Move - Account suspended after first deposit

[cycyzheng]

Hi all, it is nice for me to join this community but it seems like not a good start since I am starting it with a complaint.


I registered on paddy power 24 Nov 6:05am GMT, and then just playing around on the site, checking terms, and playing some free game. Nothing happened.

After that I deposit 50GBP using Entropay around 10am GMT, just for playing the live casino, after 2 round of live baccarat (1 win, 1 lose, balance=49.95 ), I go to live roulette and bet on black, suddenly my bet is rejected. (and the outcome is black )

Figured out my account has been suspended, the webpage suggest me to contact live chat support which I already did, Cillian(name of agent) told me paddypower is waiting for Entropay security check. So I ask how long will it takes, is it day things or just a few hours, I'm told to check back later today(24Nov) as it usually takes some hours.

25 Nov, Of course my account are still suspended, I contact support again and (forgot the name, start with R) he confirmed with me they are still waiting for Entropay response, for sure I ask how long will it take and unexceptionally I get the common answer i.e. as soon as possible.


Until today my account is still suspended !


1) First I'm a verified member on Entropay, and I never heard anything special from Entropay since the deposit.
2) The transaction to "PP online UK" was already shown up on my card statement.
3) My address is 100% match.
4) Why won't paddy power suspend my account right after I created my account, I will be more comfortable with that, but to keep more customer, and with this roguish behaviour which sounds like just to hold their client fund, seems very shady and probably thousands of customer could not access their account right after paddypower got the money.
5) Entropay contact us page mentioned they will reply query within 24 hours, I know it from past and also tried to email asking a question and I get reply within few hours. What is so hard to cross matching address and verify my personal identity?
6) No response from either party.

Probably this is just me, if anyone can share their good experience with Paddy Power it will be very appreciated. (I have found several paddypower representative here and only one is active which i s ppcasino, should I contact him personally?)

I hope I can get my fund back, but msot probably I can't, and also after I noticed paddypower is on meister accredited list I was shocked for a while.

EDIT(extra information): I didn't take any single of the bonus, just deposit and play.

 

[vinylweatherman]

Hi all, it is nice for me to join this community but it seems like not a good start since I am starting it with a complaint.


I registered on paddy power 24 Nov 6:05am GMT, and then just playing around on the site, checking terms, and playing some free game. Nothing happened.

After that I deposit 50GBP using Entropay around 10am GMT, just for playing the live casino, after 2 round of live baccarat (1 win, 1 lose, balance=49.95 ), I go to live roulette and bet on black, suddenly my bet is rejected. (and the outcome is black )

Figured out my account has been suspended, the webpage suggest me to contact live chat support which I already did, Cillian(name of agent) told me paddypower is waiting for Entropay security check. So I ask how long will it takes, is it day things or just a few hours, I'm told to check back later today(24Nov) as it usually takes some hours.

25 Nov, Of course my account are still suspended, I contact support again and (forgot the name, start with R) he confirmed with me they are still waiting for Entropay response, for sure I ask how long will it take and unexceptionally I get the common answer i.e. as soon as possible.


Until today my account is still suspended !


1) First I'm a verified member on Entropay, and I never heard anything special from Entropay since the deposit.
2) The transaction to "PP online UK" was already shown up on my card statement.
3) My address is 100% match.
4) Why won't paddy power suspend my account right after I created my account, I will be more comfortable with that, but to keep more customer, and with this roguish behaviour which sounds like just to hold their client fund, seems very shady and probably thousands of customer could not access their account right after paddypower got the money.
5) Entropay contact us page mentioned they will reply query within 24 hours, I know it from past and also tried to email asking a question and I get reply within few hours. What is so hard to cross matching address and verify my personal identity?
6) No response from either party.

Probably this is just me, if anyone can share their good experience with Paddy Power it will be very appreciated. (I have found several paddypower representative here and only one is active which i s ppcasino, should I contact him personally?)

I hope I can get my fund back, but msot probably I can't, and also after I noticed paddypower is on meister accredited list I was shocked for a while.

EDIT(extra information): I didn't take any single of the bonus, just deposit and play.

DO contact the rep, this is what they are here for.

It is possible you got flagged for depositing in UK Pounds, yet are from Malaysia. This has been compounded by them having to wait on Entropay to confirm that the deposit is legit. Entropay have ignored your email, so maybe have ignored the verification request from Paddy Power too. If Paddy Power only work in UK pounds, this shouldn't be a problem.

Keep on at Entropay to "pull their finger out" and get back to Paddy Power over their verification request.

One thing to double check is whether Malaysia is an allowed country in their terms and conditions, if not, they cannot accept your bets, and can only refund your initial deposit. We often hear from players in this situation because the registration process has failed to block them straight away, even though they are honest in selecting their country, and the later checks reveal it is a prohibited country.

 

[cycyzheng]

Many thanks for your valuable advice, and I have contacted ppcasino, hopefully we can resolve this issue fair and square.

Paddy Power only offer 2 currency for account i.e. GBP & EUR, I'm afriad EUR will also got me flagged, so my humble guess is this is probably not the problem, just as you suggested. I have also check the restricted territories again a few seconds ago just to make sure they are not amended within 7 days, and no, Malaysia are still not on the list. (

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

)

Entropay replied email within few hours or 24 hours, so it is weird because the verification process took so long. Anyway am just hoping for the best and everything is transparent and fair.

 

[vinylweatherman]

Many thanks for your valuable advice, and I have contacted ppcasino, hopefully we can resolve this issue fair and square.

Paddy Power only offer 2 currency for account i.e. GBP & EUR, I'm afriad EUR will also got me flagged, so my humble guess is this is probably not the problem, just as you suggested. I have also check the restricted territories again a few seconds ago just to make sure they are not amended within 7 days, and no, Malaysia are still not on the list. (

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

)

Entropay replied email within few hours or 24 hours, so it is weird because the verification process took so long. Anyway am just hoping for the best and everything is transparent and fair.

That is a very comprehensive list indeed, first time I have heard of a few of those countries.

It may be that they prefer "rest of world" to select the Euro rather than the UK pound. The Pound is specific to the UK, whereas the Euro covers many countries, and is probably treated as a "generic" currency, similar to the US Dollar has been in the industry, albeit less so since 2006 and the infamous UIGEA.

Players outside the UK who select the UK Pound look like they are doing so mainly in order to lever out the biggest bonuses possible in absolute terms, and this is the main reason use of the UK pound by non-UK players sets off flags on an account. It may be the use of Entropay, which they also see as UK Pound Entropay being used from Malaysia, that arouses suspisions, thus triggering an enhanced level of verification from Entropay.

 

[cycyzheng]

Good insights there
Looks like it is good to avoid UK Pound as account currency, luckily I'm not a fans of bonus because you cannot withdraw if you have winning under bonus, but may be that's just me. But then eventhough I'm not taking any bonus certain casino will still use that as a flagging mark.

 

[GrandMaster]

That is a very comprehensive list indeed, first time I have heard of a few of those countries.

It may be that they prefer "rest of world" to select the Euro rather than the UK pound. The Pound is specific to the UK, whereas the Euro covers many countries, and is probably treated as a "generic" currency, similar to the US Dollar has been in the industry, albeit less so since 2006 and the infamous UIGEA.

Players outside the UK who select the UK Pound look like they are doing so mainly in order to lever out the biggest bonuses possible in absolute terms, and this is the main reason use of the UK pound by non-UK players sets off flags on an account. It may be the use of Entropay, which they also see as UK Pound Entropay being used from Malaysia, that arouses suspisions, thus triggering an enhanced level of verification from Entropay.

The list of excluded countries is impressive. It would be shorter to list the few places where people are allowed to play.

The question is whether there is anything in Paddy Power's T&C prohibiting a player from Malaysia playing in pounds sterling or claiming a bonus on sterling account, I have not found anything to this effect. Maximising bonuses is an obvious reason for preferring pounds to euros, although the difference is not very much at the moment. However, a player in a country whose currency is neither the euro nor the pound could prefer to play in pounds simply because he already has a bank account or a webwallet in denominated in pounds.

 

[vinylweatherman]

The list of excluded countries is impressive. It would be shorter to list the few places where people are allowed to play.

The question is whether there is anything in Paddy Power's T&C prohibiting a player from Malaysia playing in pounds sterling or claiming a bonus on sterling account, I have not found anything to this effect. Maximising bonuses is an obvious reason for preferring pounds to euros, although the difference is not very much at the moment. However, a player in a country whose currency is neither the euro nor the pound could prefer to play in pounds simply because he already has a bank account or a webwallet in denominated in pounds.

There is nothing specific, but it borders on a "spirit of" argument to suggest that a choice of Pounds over Euros is enough to set off a flag that causes instant account suspension, followed by what looks like a dragging of the feet over what should be an equally "instant" verification process between Paddy Power and Entropay. It may even be that it was enough to simply be from Malaysia, and not obviously in their target market, that is enough to arouse suspicions, even though Malaysia is not mentioned in an exhastive list of banned countries.

 

[cycyzheng]

ROGUE of the Rogue - Is it a scam

Yesterday one of the representative (usually there are a name included in email for the agent who were going security check but in this case no name were given) from customersecurity@paddypower.com close my paddypower account, after I send in verification documents.


Full Story:

Everything start off as described in this thread. Till date it is already 15 days passed, in this 15 days, I have contact pddpower support team 5 times across the period, the first 4 times I get the same reply, they are waiting reply(verification) from Entropay and I just have to wait for third party, Entropay's response.

After contacting Entropay twice, Entropay make a first reply saying they are contacting paddypower now regarding this matter and awaiting reply. After roughly half an hour Entropay send a second reply to me mentioning my paddypower account is solely responsibility between paddypower and menotworthy), and it is my responsibility to provide verification documents to paddypower. As you can see, I've never been told to there are a need to send in any documents.

Anyway no problem, but I have to know where to send my documents to, and this is where my 5th time contacting paddypower support team, and surprisingly now I have a different answer i.e. not waiting reply from Entropay but I need to send verification documents to customersecurity@paddypower.com.

So I send my driving license(front)+driving license(back)+visa electron card bank statement to customersecurity@paddypower.com, according to my experience in other online casino, forex broker and other online services, this is already more than sufficient.

After 1 hour, I receive a reply from customersecurity@paddypower.com, he/she need my passport and my entropay details , I didn't send my passport but I login to my Entropay account and wasting approximately 50minutes to capture all the important images, blacking out sensitive information, red arrow pointing to key evidence, total of 6 images including:
1) My Entropay card status
2) My Visa card status(funding source)
3) My Entropay card details (including first 3 and last 4 number)
4) My Entropay statement proof (PP online UK 50GBP)
5) My Visa Card with FULL NAME proof (also inlcuding last 4 digit)
6) My verified Entropay account. (An email which I got after I verify my entropay account)

Screenshot also shows my last login (9 Dec), my last login IP, my last login IP country(MY), my username(Logged in as Alxxxxxxxxxxx96) with red arrow pointed to so it can save the viewer time.

I went to sleep after email sent.(midnight) This morning as usual when I check my email, I get the email saying my account was closed, and of course surrounded by a block of bollocks text. The reply was received after 30 minutes I sent the 6 security verification images.

End of Story.


I request Bryan to reconsider the accredited status of paddypower, what will other reader think when they see it? And is it fair to the other casinos on the accredited list too?
So you be the judge, who is who in this capitalism world and draw your own conclusion.





What more disappointed is, after I started this thread and contacting PPCASINO via private message, there are not any single response from him. And the after I send the private message I check the last active time in PPCASINO profile, it is a few minutes after I send him the private message, how disappointed.
Below are the private message body:
"
Hi, I am advised to contact you, the casino manager of Paddy Power, hope you can make things clear up. Please kindly refer to the thread below:

Link Outdated / Removed

My information on Paddy Power:
Username: XXXXXXXXXXX
Name: XXXXXXXXXXXXXXX

Let me know if you need more information, I'm all ready to cooperate with you to resolve this issue.
"

 

[vinylweatherman]

Looks like a stitch up from the start.

The waiting on Entropay was a lie, and when you managed to get Entropay to confirm this, they quickly moved on to another tactic, getting you to send in your documents. Clearly, nothing you could send them would convince them otherwise, because the decision to close your account had been made right from the start, but they needed time to come up with "ass covering" evidence in case you called them out on it. No doubt, they have now constructed such a story, and it will not be what you have ACTUALLY done, but a risk assessment based purely on your profile.

It is likely that Malaysia + UK Pound Entropay account is seen as such high risk that they will not accept any proof that you are currently in charge of all these accounts/cards, and assume you are just too clever a fraudster to pin down right away, but no way are they taking the risk.

Perhaps they have NEVER seen an honest player from your region using a UK Pound denominated account, yet have seen this a number of times when they have been probed by fraudsters.

To avoid this in future, use a currency like the Euro or US Dollar, depending on where you play. These are the two main currencies used by players, with the Euro being increasingly popular since UIGEA even impacts on US Dollar transactions to players OUTSIDE the US, since such transactions have to pass through the US banking system at some point.

 

[Nifty29]

Vinyl - we only have one side of the story here. Accusing an accredited casino of a "stitch up from the start" is inappropriate.

Time for the OP to pitch a bitch:

https://www.casinomeister.com/player-arbitration-pab/

 

[cycyzheng]

What Vinyl said is probably very close to the truth.

And since my first deposit is only 50 rather than normally few hundreds or mid 4 figures for a low roller, my profile's risk is larger than their rewards hence the closed account emerge, of course this is also just my guess, not any hard fact. Paddypower should just refuse all malaysian business and put Malaysia in their banned countries if what we can see here is their management, to save both parties some time and make more money on other project rather than squeezing out a few high rollers which probably never will need to verify more than anyone.

Thanks Nifty29 for the link, I will sure 'Pitch a Bitch' if I could get introduced to it earlier, and maxd will judge if my documents are 200% suffice, and can paddypower rip off their customer in this way as a accredited casino in casinomeister.

Vinyl - we only have one side of the story here. Accusing an accredited casino of a "stitch up from the start" is inappropriate.

So it is more appropriate for an established company to take advantage of their selected minority because reputation will not be shattered enough by only one or a few of customers.
Anyway, we shall see if another side of the story is the pure reflection of my mirror or not.

 

[Nifty29]

What Vinyl said is probably very close to the truth.

And since my first deposit is only 50 rather than normally few hundreds or mid 4 figures for a low roller, my profile's risk is larger than their rewards hence the closed account emerge, of course this is also just my guess, not any hard fact. Paddypower should just refuse all malaysian business and put Malaysia in their banned countries if what we can see here is their management, to save both parties some time and make more money on other project rather than squeezing out a few high rollers which probably never will need to verify more than anyone.

Thanks Nifty29 for the link, I will sure 'Pitch a Bitch' if I could get introduced to it earlier, and I will let maxd judge if my documents is 200% suffice, and can paddypower rip off their customer in this way as a accredited casino in casinomeister.


So it is more appropriate for a established company to take advantage of their selected minority because reputation will not be shattered enough by only one or a few of customers.
Anyway, we shall see if another side of the story is the pure reflection of my mirror or not.

You can pitch a bitch right now. Just fill in the form it isn't too late. Remember that you must STOP POSTING immediately.

Also, have you tried contacting the paddy power representative here? Just select "I-Gaming Reps" from the tabs at the top and look for paddy power. You may find your problem may be resolved without a formal complaint.

 

[chayton]

You can pitch a bitch right now. Just fill in the form it isn't too late. Remember that you must STOP POSTING immediately.

Also, have you tried contacting the paddy power representative here? Just select "I-Gaming Reps" from the tabs at the top and look for paddy power. You may find your problem may be resolved without a formal complaint.

The OP mentioned in an earlier post that they got no response from the rep.

What more disappointed is, after I started this thread and contacting PPCASINO via private message, there are not any single response from him. ...etc

I just checked and they had logged in yesterday, so unless there's something wrong and they didn't get the message...?

 

[cycyzheng]

You can pitch a bitch right now. Just fill in the form it isn't too late. Remember that you must STOP POSTING immediately.

Also, have you tried contacting the paddy power representative here? Just select "I-Gaming Reps" from the tabs at the top and look for paddy power. You may find your problem may be resolved without a formal complaint.

Yes, I'm doing it tonight after I back at home, what I mean in the above post is I will do it earlier if I get introduced to it earlier.
I will following your advice so this will be my last post temporarily until this case is solve.

Already contacted ppcasino(only active account for paddypower) and I'm sure he receive my message but no reply from him(more information in the last post in first page). Whatever it is I will contact him again now.

 

[Nifty29]

The OP mentioned in an earlier post that they got no response from the rep.


I just checked and they had logged in yesterday, so unless there's something wrong and they didn't get the message...?

Sorry Chay I missed that...I was trying to help and got a bit zealous

 

[vinylweatherman]

Vinyl - we only have one side of the story here. Accusing an accredited casino of a "stitch up from the start" is inappropriate.

Time for the OP to pitch a bitch:

https://www.casinomeister.com/player-arbitration-pab/

By "stitch up", I meant that the casino had already reached the verdict that it didn't want this business, but rather than saying so, has gone through the sham of there actually being a way for this player to sort out whatever problems there are through normal document procedures.

They seem to have a policy of verifying via Ecocard, but Ecocard state that they will have nothing to do with such a process, and told the player it was purely an issue between them and the casino. If there WERE a facilty to verify via Ecocard, the casino would have received "not able to verify" back, rather than hearing nothing for a number of days.

Only when this story was blown did the casino start verifying the player through the usual means, requesting ID and documents supporting his rightful use of the Ecocard account, and the method used to fund it.

It then seems that whatever he sent at this stage, the decision not to let him play had already been made due to a "risk profile", rather than anything he had done.

He is right that they should simply have added Malaysia to the list of banned countries, or even have a list of "banned" account funding methods from countries where certain methods are not secure enough to guard against fraud.

The OP didn't even have TIME to break any rules, his account was suspended straight away, so it must have been triggered "high risk" as soon as his deposit went through. It suggests that it is the deposit method that is the problem, rather than the registration.

No amount of PABing is going to get them to change their mind. All it might reveal is WHY this happened, but this will NOT be made public on the grounds it "could help fraudsters".

If the OP wants to play, it is going to have to be elsewhere, and he should get pre-verified before depositing, and get in writing that there isn't a problem with his deposits coming through a UK Pound Ecocard account (which I am sure is what set off the flags in the first place).

 

[PPCasino]

This issue has been resolved.

All,Just to confirm that communication was made with the Casinomesiter Player Complaints Manager on the 12th of December 2011 indicating our reasons for the closure of this account. This should have been fed back to the affected customer by Casinomesiter.

 

[vinylweatherman]

All,Just to confirm that communication was made with the Casinomesiter Player Complaints Manager on the 12th of December 2011 indicating our reasons for the closure of this account. This should have been fed back to the affected customer by Casinomesiter.

Nothing to "sort out" then. The decision had already been made there and then.

Whether justified or not, it has other players wondering what is going on, and whether they too would suffer the same treatment if they opened an account. On the face of it, it looks like nothing more than a fellow player wanting to bet, but suddenly a "ton of bricks" is dropped on their heads as soon as they get past the front door, and they are thrown out for "undisclosed reasons" as far as they were concerned.

These reasons may be disclosed now that this has gone through mediation, but things did NOT "turn out OK in the end" as onlookers might have expected, which makes us wonder what was so serious to start with, as it was clearly nothing to do with game play, "bonus hunting" etc, as it happened right away, even BEFORE any verification of documents took place, and before any chance to demonstrate a style of play. It was also not a routine procedure of locking an account until documents had been verified, but a definite decision to close the account right from the outset, regardless of whether the player could prove their legitimacy via documents.

If the OP now has this information, it has been their choice not to share with the rest of us. It's his call, not that of the rep or CM, to decide whether or not to share the outcome.

 

[DiamondGeezer]

This looks a total non story to me. PP are one of the most trustworthy casinos going and it's up to them who they do and don't take as a customer.

 

[cycyzheng]

Weird

Since the PAB submitted, I have only receive 2 reply, one is PM from ppcasino on 12 Dec mentioning they will response to me shortly, second is the reply in this thread, telling the issue has been 'suddenly' resolved.

Vinyl has included flawless logic in his post. Should have just put Malaysia into the 'restricted territories'.

This looks a total non story to me. PP are one of the most trustworthy casinos going and it's up to them who they do and don't take as a customer.

Correct. Anyway I would say every online casino stand a chance to go dirty, after realizing the betfair event.

 

[chuchu59]

Since the PAB submitted, I have only receive 2 reply, one is PM from ppcasino on 12 Dec mentioning they will response to me shortly, second is the reply in this thread, telling the issue has been 'suddenly' resolved.

Vinyl has included flawless logic in his post. Should have just put Malaysia into the 'restricted territories'.


Correct. Anyway I would say every online casino stand a chance to go dirty, after realizing the betfair event.

Do you mean they havent given you a reason for the closure yet? If PP hasnt resorted to pm'ing you, with your permission, would the rep mind stating the reasons here instead.

 

[cycyzheng]

Yes chuchu59, I hear nothing from either party regarding this PAB. (except the email that notify me my PAB has been submitted to the casino representative)

 

[Slotaholic]

Well i got bonus banned from Paddy after my "HUGE" deposit of 22$,thay said that i abused the bonus system.
I asked why and they said that they have system that spot pepole that try to abuse the bonus system.

Got to play 2 rounds at 0.6$ and then my account was closed.

Dont think that this is how a proper online casino should operate.

 

[chayton]

All,Just to confirm that communication was made with the Casinomesiter Player Complaints Manager on the 12th of December 2011 indicating our reasons for the closure of this account. This should have been fed back to the affected customer by Casinomesiter.

It sounds like they've talked to Max, and then Max was supposed to get back to the player? I'll send a quick message to Max to see if he can shed some light....

 

[chuchu59]

Well i got bonus banned from Paddy after my "HUGE" deposit of 22$,thay said that i abused the bonus system.
I asked why and they said that they have system that spot pepole that try to abuse the bonus system.

Got to play 2 rounds at 0.6$ and then my account was closed.

Dont think that this is how a proper online casino should operate.

Frankly I dont think your $22 deposit had anything to do with their labelling you as a bonus abuser though it might be a catch-22 situation.. It might be that you are a continuous bonus taker at many playtech casinos but I can see nothing wrong with that. On the other hand, this may mean playtech share the player database with casinos like Rival and this is to be frowned upon.