Making Verification Really Difficult

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.

i have played at casino calzone the past 4 days i played there a few months back also and lost £60 small amount . i verified my account by sending in i.d and bank statements and letter of address so would have no issues in future with cashing out as i no all sites request it upon withdrawal . these past 4 days i had a win on there on roulette and slots i put £560 cash deposit no bonus on in several transactions and won £950 so i reqeusted £825 cashout and played with the £125 and lost it but i wanted to carry on playing so i reversed the £825 and unfortunately lost that also. so i went on to put more on over the next few days £800 more cash deposits so £1360 i put on in total in these 4 days i got up to £2050 and requested £1950 withdrawal and played with £100 and lost the £100 and was happy with it now with my small win.. this is my first withdrawal on the site . my account was then restricted and withdrawal put back into the casino account balance and they want to no about all sorts about my wealth which i obliged even though i think this is unreasonable for the amount i have won and for the amount i put on and risked on roullete and slots . i have sent in 16 screen shots and all sorts of documents as requested and they are prolonging it saying a further 3 days to check which i no is not fair as all other sites do this for me in 24 hours or less some of the things they ask for i don't even no what they as such as media coverage. i just would like this sorted out in timely fashion as other sites do this fairly quickly after i send in the relevant information

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