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Your Input Please UKGC licenced casino refund delaying tactics

Discussion in 'Online Casinos' started by mathsboy1975, Oct 5, 2015.

    Oct 5, 2015
  1. mathsboy1975

    mathsboy1975 Senior Member webmeister

    Occupation:
    software engineer
    Location:
    UK London
    I would really appreciate some input from the members here regarding the following matter - there are a few similar threads around but from what I can see these issues have been resolved satisfactorily - mine has not.

    Recently I signed up to what I thought was a new UKGC licenced casino and made 3 deposits totalling £150. Obviously I lost these and thought no more of it. A few days later when trying to login to my new account I find it is closed. I contact CS to be told that my account was closed because I was self-excluded with a partner casino which I did not realise was related (had I known I have enough sense to not try to create a new account there).

    The CS then inform me that "If I would like" I can have my deposits refunded. I decide to do this as if they want to enforce these rules then they really need better filtering on new accounts (another matter entirely, but suffice to say email, address, phone numbers were identical....). So I say yes and proceed with asking for my refund back.

    Then begins the delaying tactic. First of all I am asked for the IBAN and SWIFT for the card I made my last deposit with. OK fair enough, I contact CS of my credit card provider and the next day they provide me with these details. I pass onto casino CS and wait a few days. About 5 days later I contact them again to see if the refund is being processed. "Everything looks normal but card transfers can take 7 days to process" I am told so I say fair enough thank them and wait.

    Just over 2 weeks since this affair began I receive another message. "We cannot refund to credit card accounts could you please provide us with IBAN and SWIFT for the BANK account for the debit card you made a deposit with". This was a bit more complicated but I eventually get these from my bank CS and pass on. 3 days later I am told "This is not enough, we require a screenshot of the online bank account showing your name and address, IBAN and SWIFT numbers on the same page". Now of course I have no control on the HTML layout of my online banking screen, so this is not possible. I download a PDF statement from my bank that DOES show this information though and send on.

    Since that point I heard nothing so 3 days later I send a message asking about the progress and receive the following 2 days later

    Hi XXX,

    Thank you for your message
    Your case is still in progress. Also I need to inform you that a manual withdrawal take much longer then usually. Thank you for your patience.

    Yours Sincerely,
    ZZZ - YYY Customer Support


    Not heard anything since and this was 5 days ago. I just sent another email seeking some feedback regarding the matter but I am expecting more delay tactics.

    I was wondering how members here would advise me to proceed. Clearly this is a small sum of money and I cannot understand some of the nonsense I have heard. At the moment I am thinking that if I do not hear anything by the end of the week that I will just forget it but I kind of get the impression that all these delay tactics are aimed at getting me to do just that. I cannot see ANY reason for a refund to take more than a month but then again maybe I am being unreasonable.
    Is there any point in making a complaint about the casino group to the UKGC ??
    The casino in question is not accredited here - I opened it at my own risk but in my opinion my account should have been locked from the minute I opened it as I was SE from the sister casino.

    Any advice on how to proceed would be welcome - even it is to just forget it and move on.
     
  2. Oct 6, 2015
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Hi, sorry to hear you are getting dicked around like this. Sounds like pretty shabby tactics.

    As to what to do next\; all UKGC licensed casinos are required to list one or more arbitration services in their Terms, usually called "ADR" which stands for "Alternate Dispute Resolution". Typically this will appear in a section of the Terms entitled "Disputes" or "When Things Go Wrong" or suchlike. The ADRs listed are usually eCOGRA or IBAS.

    If you've made it clear to the casino that the delays are unacceptable then you should be fine to proceed to file your issue at the ADR. No guarantees that that will produce the desired result but it is the only path open to you in terms of formally escalating your complaint.

    Good luck, and feel free to report back here how things turn out for you.
     
    1 person likes this.
  4. Oct 6, 2015
  5. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I think it would be helpful for members here to know what the casino is, and who they are partnered with. There are far too many of these SE issues with casinos under master licences.

    I really think the UKGC should stop issuing them. Or at least insist on greater clarity from the casinos, naming names, not just a licence number.
     
  6. Oct 7, 2015
  7. mathsboy1975

    mathsboy1975 Senior Member webmeister

    Occupation:
    software engineer
    Location:
    UK London
    Totally agree with you. I actually received a response from CS saying that my refund has been processed and should be with me shortly. I have heard that before however so I will update the thread if I receive it or the 7 day window expires....
     
  8. Oct 9, 2015
  9. mathsboy1975

    mathsboy1975 Senior Member webmeister

    Occupation:
    software engineer
    Location:
    UK London
    Well 5 weeks later I am very pleased to report that I got my refund. To aid any other members here, do not sign up to GetLucky casino if you had a ComeOn account and self excluded from it!!!
     
    1 person likes this.
  10. Oct 9, 2015
  11. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Thanks for naming the group. Like L&L, 888 and EveryMatrix it is important this rule is included in the terms and conditions listing each and every casino they operate.
     
  12. Oct 9, 2015
  13. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    These are the brands of ComeOn LTD that I can remember:

    ComeOn (Main site)
    Mobilbet (Mobile / Scandinavia oriented)
    Folkeautomaten (Norwegian)
    Suomikasino (Finnish)
    GetLucky (UK)
     
  14. Oct 9, 2015
  15. mathsboy1975

    mathsboy1975 Senior Member webmeister

    Occupation:
    software engineer
    Location:
    UK London
    Yeah I agree. After this experience I now visit the UKGC link on the page of any new casino I come across so I can list ALL casinos that operate under that licence. I wish it was more transparent on the main casino pages but it still mystifies me how some groups allow you to not only OPEN a new account but then DEPOSIT it when your email must be on a database somewhere as a self excluded user of a related group account.
     
  16. Oct 9, 2015
  17. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    This is only my opinion and not fact but this has been mentioned in several other threads along this topic.

    I do think a system based on email/DOB/mobile number/physical address etc etc etc could be quite easily and with minimum 'cost' be implemented to totally avoid these issues.

    However I think the 'infinite delay' on doing this could possibly be down to the reason you mentioned in one of your earlier posts in that you were getting to the stage where you were considering just 'letting it go' and to the stage where you simply couldn't be bothered to chase anymore.

    Imagine the extra revenue that shouldn't have been revenue in the first place if this happened with 10, 100, 1,000 other players where deposits were not duly refunded due to this SE issue due to not being 'chased'
     

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