GR88 Casino - Account closure and refusal to pay

RESOLVED
Mark Shanks United Kingdom
posted on December 7, 2014.

Hello

I deposited £200 with GR88 and accepted the £200 bonus. My account was verified almost immediately after providing them with proof of address, identity and payment. I managed to get my account balance up to £1330 at which point they closed my account stating the reason: "Your deposit was fraudulent". After dozens of attempts to get an explanation of how my deposit was fraudulent GR88 have still failed to provide me with any response.

Since then they have blocked my account completely meaning I am now unable to log in and withdraw my funds.

I just get the runaround from their very unhelpful live chat operators so I feel I have no option but to come here for support.

I really hope someone can help me get the £1330 that they have taken from me.

Thanks
Mark

posted on December 9, 2014.

Hi Mark,
Could I get your GR88 username please?
Thank you.
Regards Rak

Mark Shanks United Kingdom
posted on December 9, 2014.

Hi Rak,
My username is: sparkygb

Thanks

posted on December 10, 2014.

Hi Mark,

Has GR88 Support been in touch with you to rely why your account was closed, and all pending bets in the sportsbook was cancelled before the matches started?

Regards
Rak

Mark Shanks United Kingdom
posted on December 10, 2014.

Hi Rak,

The only contact I have received is to say my account was closed because my deposit was fraudulent. There was absolutely nothing fraudulent about my deposit.

As for the cancelled bets, you had absolutely no grounds to cancel these bets and informing me you had done so 15 minutes before the start of the games is completely unaccepatable.

Your own chat operators even confirmed that you would not cancel any bets once they have been placed.

I have given you dozens of opportunities to explain this but each time you just ignore my contact. Please just arrange for the full balance including the winnings from the two bets you cancelled for no reason are paid as soon as possible.
Mark

posted on December 10, 2014.

Hi Mark,

Our payment processor identified your deposit as fraudulent. As the deposit was deemed as fraudulent, your account was closed, and all bets were canceled.

When our processor notifies us of fraudulent transactions, this is our normal process - to close the associated account, and cancel bets on that account.

I apologise if your emails were ignored - its not the way our team is supposed to operate, and I will investigate this myself to ensure it doesn't occur again.

Regards
Rak

Mark Shanks United Kingdom
posted on December 10, 2014.

Hi Rak

This doesn't give me any further information. You have not given me a reason as to why my deposit is fraudulent. I assume that you haven't given me a reason because it is not true. My deposit was not fraudulent.

Please let me know the next steps to getting the money you owe me.

Thanks
Mark

posted on December 10, 2014.

Hi Mark,

Your deposit was deemed fraudulent as it failed the payment processors AVS (Address Verification Service) filter.

This means that the address details you entered did not match the information on file with the credit card issuing bank.


Regards
Rak

Mark Shanks United Kingdom
posted on December 10, 2014.

Hi Rak

Once again the information you are giving is inaccurate. My address details entered are exactly the same as the details registered at my bank.

Please refund my money and refrain from providing inaccurate information.

Look forward to your response.

Mark

Mark Shanks United Kingdom
posted on December 10, 2014.

Additionally, you verified my account after sending you the KYC documents as requested. See attached file. The documents you verified are the documents that clearly state my address and the addres on these documents are the same address for my bank and the payment card ad well as the address registered with you.

posted on December 11, 2014.

Hi Mark,

I can only comment on the processes put in place by GR88, and its partner payment processors, who are using an AVS service which communicates directly with your bank - not the direct data communicated from your bank to the AVS service; only that your bank replied with address mismatch.

The bank from where the credit card originated from, replied back to the AVS service that the entered address did not match what they have on file. This is something you will need to address with the bank.

If you have access to the statement of the credit card in question, you will see that no money was withdrawn from it, as the bank did not have the chance to remove the funds from the credit cards account - as this occurs 2 days after the transaction is made. As your bank replied to the AVS with an address mismat­ch(­fra­udu­lent), to protect our customers and our brand we took what is acceptable steps in closing the account, and cancelling all bets. As no funds were drawn from your account, and your deposit was in effect canceled, no refund is required.

In other words the transaction did not clear into our balances and no funds were removed from your account. It would be irresponsible to our customers, if we allowed transactions to proceed if their bank told us "we have an address mismatch, this is fraudulent".

I would suggest you discuss with your bank on why they would tell an AVS service that the address you entered is mismatched - only they can answer this.

Regards
Rak

Mark Shanks United Kingdom
posted on December 11, 2014.

Please provide me with a postal address so my solicitor can contact you.

My bank have advised that you are not telling the truth.

Thanks

Mark Shanks United Kingdom
posted on December 11, 2014.

My bank have asked your to provide an answer to the following question:

Why did you not send a payment request. You never even attempted to take payment. The whole story you are giving about AVS is grossly incorrect as all address records match and hundreds of payments are taken from this account every single month.

Why did you update my account balance on your site to reflect the amount that was deposited when you never even attempted to take payment.

Thanks

Mark Shanks United Kingdom
posted on December 12, 2014.

After taking legal advice, I request that you send evidence that my bank replied to the AVS with an address mismatch.

I look forward to receiving this. If you are unable to send this through this website for data protection reasons, please send this to my email address which you already have in your systems.

Thanks
Mark

AskGamblers
posted on December 15, 2014.

Since the payment processor used by GR88 casino has identified the player's deposit as a fraudulent one, the casino management was obliged to comply with their decision and to close player's account. Whilst such decision could seem unfair to the player, it is a standard procedure for the casino management and there's nothing else it could do in this situation. And since player's account was closed and initial deposit rejected, we consider this case as solved and closed. However, we would like to remind player that he could keep insisting in front of his bank to know as of why it send wrong address information to the GR88 payment processor.