Withdrawel refused royal slots

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Ive been told to go to local branch. Im in lockdown now and have no family who can takr me yet. So my point is in meantime i cant see why the slot company will not pay my winnings out??
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Another important thing to note is that operators will not be able to confiscate customer's funds in case they did not provide ID in time. According to 2018's Competitions and Markets Authority's action in the remote sector...

...all consumers have the right to claim the money deposited in their own account, as well as to winnings made with money they have deposited and gambled, just like the winnings made from a
You do not have permission to view link Log in or register now.
where the relevant conditions have been met.”
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Im disabled as in i cannot walk or drive to the bank you prune. I do not want pity i am just saying that until im able to get to my local branch which i have been informed to do i still believe the slot company has no right to keep hold of my winnings. I have arthritis of the fingers which makes it difgicult to type always on letters intended. Your discrimination is truly horrifying. You make me feel inadequate and im sorry im not perfect like uourself. Its people like you that make disabled people feel a distinct difference between abled bodied and those like myself . Thank you for that
Your starting to insult Forum members who are only trying to assist you
I have to admit my self now your story is leaking like a tea bag ffs you now have sore digits yet you manage to gamble OK!??
 

Najasaki

Keep It Simple, Stupid.
PABinit
Joined
Aug 24, 2010
Location
Your Happy Place
Im disabled as in i cannot walk or drive to the bank you prune. I do not want pity i am just saying that until im able to get to my local branch which i have been informed to do i still believe the slot company has no right to keep hold of my winnings. I have arthritis of the fingers which makes it difgicult to type always on letters intended. Your discrimination is truly horrifying. You make me feel inadequate and im sorry im not perfect like uourself. Its people like you that make disabled people feel a distinct difference between abled bodied and those like myself . Thank you for that

You think my response was discriminative? I'm sorry you felt that way! No pity from my end. Never has been.

I think we're all just trying to figure out why you're situation keeps spinning in circles.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
When using a phone with arthritis it is difficult to type pressing exact buttons everytime. I do my best. As for insulting anyone i dont think some people have left anice or just informative messsgr buy had to include an insult. Its there in nlack and white. I.only wasxasking for advice ir other peoples experiences. Thats all.
 

Najasaki

Keep It Simple, Stupid.
PABinit
Joined
Aug 24, 2010
Location
Your Happy Place
Another important thing to note is that operators will not be able to confiscate customer's funds in case they did not provide ID in time. According to 2018's Competitions and Markets Authority's action in the remote sector...

...all consumers have the right to claim the money deposited in their own account, as well as to winnings made with money they have deposited and gambled, just like the winnings made from a
You do not have permission to view link Log in or register now.
where the relevant conditions have been met.”

Well then who wrote this?
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Ill remove my post and ghen ill have no problems withvfacing abuse. Ty to thosecwho have left vonstructive critisism.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Ive been told to go to local branch. Im in lockdown now and have no family who can takr me yet. So my point is in meantime i cant see why the slot company will not pay my winnings out??
You have been told wrong, I've told you what to say over the phone and they will send the statements.

Another important thing to note is that operators will not be able to confiscate customer's funds in case they did not provide ID in time. According to 2018's Competitions and Markets Authority's action in the remote sector...

...all consumers have the right to claim the money deposited in their own account, as well as to winnings made with money they have deposited and gambled, just like the winnings made from a
You do not have permission to view link Log in or register now.
where the relevant conditions have been met.”

The problem is, is that you aren't reading everything, you picked up on a little part of the LCCP without reading it fully, alongside other things that operators have to adhere to, and aren't even reading that part correctly. They aren't consficating your money, they are holding it until you supply the document requested, a document you were asked for in May.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
You have been told wrong, I've told you what to say over the phone and they will send the statements.



The problem is, is that you aren't reading everything, you picked up on a little part of the LCCP without reading it fully, alongside other things that operators have to adhere to, and aren't even reading that part correctly. They aren't consficating your money, they are holding it until you supply the document requested, a document you were asked for in May.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
I understand all yourpoints if the bank say i have to go to the branch then thereis nothing i can do about that. Ive been through everything stating its easier in the post. Also what lccp also states is that they should provide my winnings evwn if i am waiting on id. Does itnot otherwise what was the point of the new regulation coming out in may.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
This is on the gambling commissions own site and i have been legally advised that i am entitled to funds
This is what i have been explainingfrom the start that i have provided adequate info for my funds to be released. We are not in normal times to just be able to get certain i.d also.

We are continuing to receive complaints from gambling consumers concerning operators only asking them for ID at the point they ask to withdraw funds from their account.

All remote operators should be aware of the changes to the LCCP introduced on 7 May this year.

Where an operator delays a request to withdraw funds due to insufficient ID being verified, that operator may be in breach of a new licence condition and may find themselves subject to regulatory action as a result.

The new licence condition, Licence Condition 17 – Customer identity verification, requires that:

1 Licensees must obtain and verify information in order to establish the identity of a customer before that customer is permitted to gamble. Information must include, but is not restricted to, the customer’s name, address and date of birth.

2 A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

3 Before permitting a customer to deposit funds, licensees should inform customers what types of identity documents or other information the licensee may need the customer to provide, the circumstances in which such information might be required, and the form and manner in which such information should be provided.

4 Licensees must take reasonable steps to ensure that the information they hold on a customer’s identity remains accurate.


This means that licensees must have verified, as a minimum, the name, address and date of birth of any customer – new or existing – before permitting that customer to gamble.

Additional information” in paragraph 2 means anything in addition to information required to verify the name, address and date of birth of the customer as required by paragraph 1.

The key expectation of paragraph 2 is that licensees should ask their customers for any additional information promptly where they have identified a need for that information based on their risk assessment, and that such information should not be requested solely at the point of withdrawal. This is consistent with AML regulations and our published guidance on AML and POCA which require ongoing monitoring of customer relationships and that risks are considered by the licensee at all stages of the relationship.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I understand all yourpoints if the bank say i have to go to the branch then thereis nothing i can do about that. Ive been through everything stating its easier in the post. Also what lccp also states is that they should provide my winnings evwn if i am waiting on id. Does itnot otherwise what was the point of the new regulation coming out in may.

There is more you can do, what I said previously. They CANNOT force you to go into branch to request a SAR. If they do, then report them to the ICO. Which bank is it?

The key expectation of paragraph 2 is that licensees should ask their customers for any additional information promptly where they have identified a need for that information based on their risk assessment, and that such information should not be requested solely at the point of withdrawal.

But they did ask promptly, in May. It wasn't requested solely on withdrawal. Your argument fails because of that reason.
The point of the regulation was to stop casinos taking deposit after deposit then delaying withdrawals by requesting documentation the minute you want to withdraw. That hasn't happened here. Had they not asked for the documentation before the withdrawal then it would be different, but they did, so you are stuck if you don't provide what they ask.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
There is more you can do, what I said previously. They CANNOT force you to go into branch to request a SAR. If they do, then report them to the ICO. Which bank is it?

The key expectation of paragraph 2 is that licensees should ask their customers for any additional information promptly where they have identified a need for that information based on their risk assessment, and that such information should not be requested solely at the point of withdrawal.

But they did ask promptly, in May. It wasn't requested solely on withdrawal. Your argument fails because of that reason.
The point of the regulation was to stop casinos taking deposit after deposit then delaying withdrawals by requesting documentation the minute you want to withdraw. That hasn't happened here. Had they not asked for the documentation before the withdrawal then it would be different, but they did, so you are stuck if you don't provide what they ask.
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Thank you for your reply much aporeciated. I did send evidence on request in may. However they did not reply that what i provided was not sufficient so that is their error in not ensuring all information was collected. Therefore they are in breech.
 

mina1929

Meister Member
Joined
Jun 13, 2015
Location
Universe
Thank you for your reply much aporeciated. I did send evidence on request in may. However they did not reply that what i provided was not sufficient so that is their error in not ensuring all information was collected. Therefore they are in breech.

Colin asked you, which bank is it please?

All you have to do is get the statement. They can send it out to you or email it to you surely and then all your headaches are over :thumbsup:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Thank you for your reply much aporeciated. I did send evidence on request in may. However they did not reply that what i provided was not sufficient so that is their error in not ensuring all information was collected. Therefore they are in breech.

They stated

In addition to this on 28th May 2020 we also added the request for card ending **4018 on the account. We also sent an email in May 2020 requesting this further documentation based on a review.

You then said you checked your emails and the verification requests only started in November, but now are stating you sent stuff in May, so they must have requested stuff in May.

They are not in breach of their LCCP. You can continue with your complaint to IBAS, but you are wasting your time, as the casino have a legal obligation to verify you, I guarantee that will be the outcome. I know the LCCP (and related law/standards etc) very well, and if you want to ignore my advice and argue it, then thats up to you. Just because you don't like the answer, doesn't make it wrong.

Add to that, your constant refusal to get bank statements is just strange. You are waiting on a large withdrawal, you will most likely get the statements within 7-10 days and have your withdrawal before Christmas, but you refuse to even engage on that part. Chances are the IBAS investigation won't be even completed until January, so bank statements not only will solve your problem, it will be much faster.

EDIT: Also just to mention, the decision to self exclude you was correct. The fact you said you borrowed money and can't pay it back without the withdrawal would be a massive red flag to most casinos, and would likely get your account closed at almost all casinos.
 
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