Delayed payment and unreasonable state of wealth requests

Good afternoon,

I have been allowed to open an account under the "MT Secure Trade Ltd" brand, whilst being self-excluded. The website in question is Casino Calzone. Their own terms state the following:

"However, in the event that you succeed in creating a new account by supplying different data to that supplied by you when registering for Your Player Account, or by using any similar means, you agree that we shall not be liable for any losses subsequently incurred by you as a result of using our Services. Should we become aware that you have succeeded in opening a further account with us in this way, we reserve the right to immediately close that account and retain any Winnings and Bonus Funds. In such a scenario, we will (subject to these Terms and any legal and regulatory obligations with which we are required to comply) return any Deposit Funds to you (less any Winnings, withdrawals and any reasonable charges) to the account from which those deposited funds were received."

I feel they have broken their T&C as I have supplied all the same data.

Unfortunately Calzone are refusing to return the deposits as they're saying I selected a different country, even though all other reigstartion details were the same. I deposited with the same UK card, signed up with the same UK address, mobile, name, email and date of birth. The country was clearly an error.

I would have only ever lost money on this site, because if it would've came to cash out the country would've been incorrect and the winnings would be void. But now I am also being denied my deposit as well.

I feel the correct outcome is to return the deposits, as I have been allowed to play whilst being self-exlcuded, even though I registered with all identical details (except for the country), including depositing with a UK card.

I have attached proof of my self exclsuion, along with registration details of both sites under the MT Secure Trading Ltd brand.

I was self-excluded with Dunder and allowed to deposit on Calzone.

I look forward to your response.

With Calzone refusing to return the deposits(even though stated in their T&C they will), 100% of the time I would have lost all my money. As I would have also had my wnnings voided.

25/4/19 12pm GMT : Signed up and submitted documents before depositing as I like to get this out of the way when opening a new account

25/4/19 12pm GMT : First deposit of £1000 - played some slots, lost first deposit

25/4/19 12:30pmGMT : Second deposit of £1000 - played some more then when trying to change games I couldn't, the site told me to contact support and wouldn't open anymore slots.

25/4/19 12:45pm~ GMT : Contacted support and was told that after depositing £2000 and upwards that an account must be verified and this will take 24 hours, account will be locked in the meantime, first time that has ever happened to me.

26/4/19 12:00pm~ GMT : Contacted support to ask why I still cannot play any games and was told that the verification team haven't started for the day.. wait another few hours.

26/4/19 6:00pm~ GMT : I'm told my account is verified but when logging in I get the following error : This account has been blocked for security reasons. Contact support for further assistance. This I'm told is the suspicion of me using a vpn to play which I've never done, regardless Pekka won't listen to me and tells me that I need to wait an undetermined time for the "security team" to look into this even though I'm told that the chat can see my IP addresses all look good (which of course they are I've never used a VPN) and that this is just a mistake.

Fast forward to today and I still have no email telling me why my funds are frozen, no timescale when this will be resolved just that someone is "looking into it" and "it takes time" I would like someone in an official capacity to please explain what is going on, support cannot do anything which just frustrates more and they tell me there is no management to speak of and they cannot contact the security team.. Please assist.

Approx. 1wk ago I was requested by Casino Calzone to submit SOW documents (following on from the SOW questionnaire filled out c.2wk prior) and had my account restricted, until SOW had been conducted on my account.

On 23-Oct, I compiled and submitted via email, substantial SOW proof inc. a covering letter and received confirmation from ‘Klara’ these would be submitted to the “..relevent team”. On 25-Oct, I enquired as to the status of my SOW processing and was told by André that I was sent an email asking for more information. I firstly had not received any email from Casino Calzone and secondly received a message from André asking for “...document showing how you could afford the £4000, such as a proof of the transaction - if it was a gift.”, this was despite having already provided evidence of this via substantial SOW submission on 23-Oct. André subsequently agreed to relay to “the relevent” team my dispute that I had already provided sufficient evidence (inc £40k of winnings from other casinos). Anthea confirmed receipt of my message to André and confirmed “We will get back to you as soon as we know more.”

On 25-Oct I chased for an update on my SOW verificaiton progress via chat and was told my Melanie that all my documents had been approved and that she would escalate why my account was still restricted. Not until 28-Oct did I receive a message from Lars requesting ‘more’ information for the purpose of “...extra verification that we need to do.” I sent this information (passport, driving license and a selfie with my passport) immediately, before receiving another message from Johan asking for me to upload this information via Casino Calzones website (despite being told that emailing was fine, especially considering the quantity of documents provided).

At the time of writing this, it has been 5+ days and I still wait SOW completing on my account. I have received conflicting information (such as Melanie saying my SOW documents were all approved, but Lar then asking for more information),l and have very little confidence as to the actual state of my SOW process.

I would very much appreciate Casino calzone giving a definitive confirmation of where my SOW process sits and what is / was the delays, that still cause my account to be restricted, pending SOW verification

3 days ago i was asked to verify my account by Casino Calzone As no novice in these things i have a folder set up ready to go so when casinos need verification they get it . I uploaded all 3 requested documents to the account section and a day later 2 were approved and one was rejected (proof of address) There was no reason given just an email telling me to upload it again (so i did) Again it was rejected so i went to find out what the issue was with livehelp.. I was told that the image was too blurry (baring in mind i have used the exact same document at over 10 casinos i was abit miffed but said i would email in a better quality image) The next day i recieved an email saying the images (better quality ones) were too large of files and therefore they would not accept these documents.. (by this point i was pretty angry) so i took the same images into photoshop and used the reduce image size function to the exact limit of what calzone accept I then recieved an email saying they would not accept these images as i had emailed them in and i needed to go to the my account section to upload them so i did (another day wasted) This morning they were rejected and i was told they were too blurry .. (baring in mind these are the same images that were too high of quality before so i reduced to the limit of which calzone accept) I am at a loss of what to do now as i have over 300 euro in withdrawls pending and noone willing to help me resolve this issue (SIDE NOTE: At one point yesterday i mistakenly uploaded a document older than 3 months old.. I fully accept this but as soon as i had done it i uploaded another Calzone have said 3 times this document is too old not acknowledging the one i sent in instantly after so if there response is "you uploaded an old one" we can rule this out as null and void