Hello Sarayang and AskGamblers Team!
In December 2018 Finance department of our casino requested the player to provide additional documents while processing withdrawal request.
During additional checks no suspicions considering transactional activity have arisen, the documents have been accepted and casino made a decision to continue cooperation with the player.
Till 03-19-2019 our company stuff did everything possible for the user to be satisfied with our service quality and speed.
- Our account manager Maddi Thornton did maximum effort to offer individual promotions (unavailable for other players), as well as was dealing with any urgent questions that could arise in the process of user activity.
- Financial Department processed user’s withdrawal requests in the shortest terms.
To confirm the abovementioned statements, we would like to show the following statistics of individual bonuses added to the player’s account and withdrawal processing terms (from 01.01.2019 till 19.03.2019):
List of individual bonuses assigned to user’s account by Maddi Thornton:
2019-01-21 50% EUR
2019-01-24 MADDI 60% EUR
2019-01-30 MADDI 60% EUR
2019-02-12 60% EUR
2019-02-26 MADDI 60% EUR
2019-02-28 50% EUR
2019-03-01 60% EUR
2019-03-06 MADDI 60% EUR
2019-03-07 50% EUR
2019-03-13 MADDI 60% EUR
2019-03-14 50% EUR.
User’s withdrawal requests had the highest priority for us:
E.g. withdrawal request dated 2019-01-23 9:23:50 (withdrawal request placement) -2019-01-23 16:20:09 (withdrawal processed)
On 01-24-2019 player made a deposit, later created a withdrawal request.
Unfortunately, due to a system malfunction, this particular withdrawal request multiplied x4 and as a result, 4 withdrawal requests for the same amount were formed.
On the 24.01.2019, as soon as the difference between the withdrawal requests count and actual player balance has been discovered by our team, the player didn’t comment on the fact of intentionally concealing information about our system vulnerability.
This incident forced us to pay more attention to the user’s gaming and transactional activity.
Player’s statement, that additional document request in December should have been a one-time procedure, contradicts the following paragraphs of our Terms and Conditions:
5.3. All transactions made by players on our site are checked to prevent money laundering and all other illegal activity.
5.4. By agreeing to the Terms, you authorize us to undertake such Checks as we may require ourselves or may be required by third parties (including regulatory bodies and authorities) to confirm your age, identity and contact details and to prevent money laundering (the "Checks").
5.7. In certain circumstances, we may have to contact you and ask you to provide further information to us in order to complete the Checks. If you do not or cannot provide us with such information then we may suspend Your Account until you have provided us with such information, or we may permanently close Your Account. Additionally, you will have to provide identification whenever you make a withdrawal of funds amounting to Two Thousand Euros (EUR 2,000) or more. Acceptable documentation to complete the Checks include:
5.7.3. Proof of payment – subject to the deposit method used (copy of the credit card used, a screenshot of e-wallet or recent bank statement).
Furthermore, there is absolutely no argumentation in player’s demand to credit back a total amount of deposits made since 12.22.2018.
Since the very moment of player registration back in 2016, the total amount of all withdrawals represents 95% of the player's total deposits amount. This data demonstrates the fact that our casino has timely and completely fulfilled its obligations to the player.
By requesting additional information our casino acted according to Terms and Conditions, that had been acknowledged and accepted by the player.
Considering the player’s statement: “I have sent all documents casino asked”.
Undoubtedly the player provided us with the full set of verification documents, requested by the Finance Department.
But the decision of withdrawals cancellation (excluding the initial depositing amount) was made, as player tried to circumvent checks of Financial Department:
- providing contradictory data;
- intentionally providing false, misleading information about own source of funds, which further couldn’t be confirmed documentary.
All of the abovementioned is a strong breach of the following paragraphs of our Terms and Conditions:
5.10 « Should we have reasonable suspicion that you have intentionally tried to circumvent or influence our Checks, conceal requested information or provide false information (e.g. by using VPN or any other services or software to hide your location), we reserve the right to void any bet you have made and/or confiscate any funds on Your Account and close Your Account.»;
13.4 « In the event of any suspicious transaction/s, the company reserves the right to suspend or block a players’ account and withhold funds as may be required by law or the competent authority, or void any bet that we suspect has been made as a result of such behavior and/or confiscate any funds on Your Account and close Your Account.».
Considering the player’s statement:
«If said they don’t accept my account, how can they just refunded my last deposit? Not all deposits made after 21.12.2018 or all deposits since I joined the casino?»
We claim that the amount of the last deposit to our casino was sent back to the player as a gesture of goodwill.
We will not disclose screenshots/mailing with the player, as we respect her privacy.
But we are ready to provide full information concerning this case to Askgamblers representative via a private secured channel.