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Feedback Thumbs up to the UKGC from me!

Discussion in 'Online Casinos' started by RichyJ75, Mar 15, 2018.

    Mar 15, 2018
  1. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    As mentioned loosely in other threads, I had a lovely 2,400x win at MoboCasino (Viral Interactive group of casinos) back in December which they promptly confiscated when I made a withdrawal request. This was following my account being recently opened, documents uploaded, approved and account verified. Even their CS said all was OK.

    The basis of the confiscation was that I had an account at a sister casino which was in cool off (NOT self excluded). I had contacted chat to confirm I was ok to play given the circumstances and was told that the cool off does not affect other accounts, so all is ok. They accepted deposits, kept remaining accounts open so all was ok. They even processed a smaller withdrawal while sister account was in cool off. As soon as I make a big withdrawal - accounts closed and money confiscated citing that a cool off is to be treated as self exclusion! They refunded my deposits which resulted in the win and probably expected me to go away.

    I complained to casino - no luck.
    I contacted their top bod managing director - no reply.
    I tried reasoning with their 'legal counsel department' - they stood firm.
    I contacted IBAS - not interested as according to them it was a 'regulatory issue'.
    I opened a dispute at AskGamblers as they were registered there - they didn't respond so dispute closed.
    I opened a PAB - they didn't respond to Max and made other excuses.
    I contacted the MGA - not interested as I am in the UK.
    I contacted the UKGC - they showed interest, asked for my approval to view details, etc and then took it on. Unfortunately the UKGC cannot provide regular updates, but then out of the blue, I was contacted by the casino to say that further to working with the UKGC, they will pay me my winnings!! Money received today!

    I had honestly thought all was lost and was reluctant to continue to pursue this as next step would have been going through the european court (can be done online).

    Anyway, big thanks to Max and the UKGC. It has been an emotional and frustrating journey, but money now received and being put to good use (car repairs and paid off credit card!).

    And it seriously helped having screenshots of everything and saved chat transcripts, especially when trying out a new casino! But, alas, probably the best option is to stick with accredited sites listed here!

    However, I will also show gratitude to Viral Interactive as although they had misinterpreted the rules which resulted in a lot of stress to me, they did pay out and they did (on the whole) respond to to my e-mails and their online chat were prompt.
     
  2. Mar 15, 2018
  3. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    well done for keeping with it & glad you got your funds, im on a mission of my own with a casino at the moment in regards to accounts )
     
    RichyJ75 likes this.
  4. Mar 15, 2018
  5. greylady

    greylady The more I learn, the less I know

    Occupation:
    Little Minx :-)
    Location:
    Scotland
    Well done and chuffed that you got the best result for you, sometimes it's worth being like a dog with a bone :)
     
    RichyJ75 likes this.
  6. Mar 15, 2018
  7. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    Another thing which I forgot to mention:

    They put the winnings back into my MoboCasino account, but as that site has now blacklisted UK players, I couldn't log in to make the withdrawal request so I asked them to process it which they duly did. However, on another sister site they had paid me £25 (£50 balance less £25 deposit which was refunded) as this was confiscated at same time of the big win. I couldn't withdraw this as minimum withdrawal amount was £30. Ummmmm, I now have a £200 withdrawal request in place which hopefully will be paid!!
     
  8. Mar 15, 2018
  9. theapple

    theapple IR hates apples

    Occupation:
    i work... slave labor sort of work. like most of u
    Location:
    far far away
    i really think new ugkc leadership is the best thing that has happened for players in a long time. Things might not change overnight but changes are happening already and if it wasnt for casinos trying to abuse whatever change ugkc makes things would change much quicker too :oops:

    I can see how casinos could misunderstand some new rules though, and they probably really believe how ukgc totally wanted casinos to let people deposit as much as they wish for until they finally manage to make a cashout, at which point you are supposed to ask about every single detail in their life.

    I mean it even makes sense, if its money used for terrorism, mafia or whatever, it better stays with casinos instead !!!
     
    RichyJ75 likes this.
  10. Mar 15, 2018
  11. neilw

    neilw Moderator of Live Games forum CAG MM webmeister

    Occupation:
    Moderator of Live Games forum
    Location:
    Kent - England
    Well done for sticking with it.

    Out of interest how long did the whole process take from start to finish and how long was the UKGC's involvement.?
     
  12. Mar 15, 2018
  13. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    As we saw with the 'worst player experience 2017' (the Nektan abuse of a big DoA winner) it seems that as soon as the UKGC send a simple enquiry it instantly resolves the issue in two stages:

    1. UKGC contacts casino for information.
    2. Casino shits its pants and suddenly delivers the customer service they should have in the first place and pays player.

    Simples!

    beats eCogra hands-down!
     
    theapple, ferminkuipers and RichyJ75 like this.
  14. Mar 15, 2018
  15. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Glad to hear this worked out, marking the PAB as closed.
     
    ferminkuipers and RichyJ75 like this.
  16. Mar 15, 2018
  17. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Occupation:
    Dogsbody and personal servant to my kids
    Location:
    United Kingdom
    Withdrawal request was on 18/19th December 2017.

    Various e-mails took place between different parties over next few weeks then I finally contacted the UKGC on 16th January 2018 requesting some information. A couple of e-mails go to/fro from a contact adviser then a compliance manager made contact on 19th February 2018 requesting my permission to view my account as she will be dealing with it.

    So, in effect, less than a month to get my money once a compliance manager looked at my case.

    I wanted to go through the correct channels first of all such as lodging a complaint, IBAS, other dispute resolution processes etc before contacting the main authority so they couldn't pass it back as not all boxes have been ticked, so to speak.
     
    theapple, neilw and greylady like this.

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