AskGamblers Complaints Team has been provided with complete and detailed information regarding this case on behalf 138.com management. We can now confirm that player breached terms: #7.2, 7.9, 17.2
7.2 You warrant that all information supplied when registering and completing the Membership Application is accurate, true and complete, including your name on the Membership Application, sources of funds (including the relevant payment details, bank accounts and card numbers) and address. Checks for fictitious registration details will be undertaken at the point of registration and when withdrawals are made and these checks will be undertaken using in house methods and third party specialist fraud prevention agencies.
7.9 We reserve the right to confirm your name and address by post or otherwise. We may, at our discretion, undertake additional security checks for any information that you provide. By agreeing to these Terms and Conditions, you allow us to access, use, process and store the results of any identification verification or checks.
17.2 In addition to other rights available under these Terms and Conditions, we reserve the right, in our sole discretion to:- (i) void any winnings (including Legitimate Winnings); (ii) suspend or terminate Your Account; (iii) terminate these Terms and Conditions with you; and/or (iv) suspend the provision of the Services to you and/or (v) seize all of the funds in your Player Account and to reverse any withdrawals that may be pending in the event that we reasonably determine that:-
(d) you provide incorrect or misleading registration information;
Based on the above we can confirm that 138.com acted as per their own terms and conditions in this particular situation and therefore player's claim is considered as invalid. In light of this our decision is to reject player complaint.
In case of a disagreement with our decision, we recommend player to seek further assistance on this matter from the relevant licensing authority responsible for this particular casino brand.