We’ve taken a look into your complaint and have found that basic I.D. was requested along with verification of deposit methods – 3 x phone bills as you used 3 different phone numbers to make deposits at the same time.
Our Customer Support team made multiple attempts to advise you in I.D. and your withdrawal, however he kept changing his story as to why the I.D. couldn’t be provided.
On the 06/12/15, you advised us that the phone number on you main account was no longer active and were subsequently asked to provide end of contract to show that it was all paid up to date. On the 15/12/15, you then said that you hadn’t had that phone number for nearly two years and that you were in a debt management plan with his provider.
You then provided a phone bill on 25/01/16 however it did not pass security checks, due to discrepancies with the information you had provided prior to this point. We then requested original copies of the phone bill through the post as we doubted the authenticity of the documents provided.
You did not attempt to provide this information at any point.
You raised a complaint with our complaints team on 01/03/16 where you were advised that due to not providing the requested information within 60 days the withdrawal had been voided. You advised that we had said we would refund all deposits (this was not advised.) Complaints asked you to forward proof of this and no further correspondence was received from the you.
Evidence of this has been provided to AskGamblers anonymously.
Overall, this meant you were inbreach of multiple terms:
46. In the case of any suspicious circumstances, we may, in our sole discretion, depending on the situation:
a. request reasonable further information from you to investigate whether the bet(s) constitute(s) suspicious betting;
b. suspend your Account or withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our sole opinion) from you for us to determine that the deposit methods used are in your name, and that play is not fraudulent. For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;
51. If we are informed by your mobile network operator that you have not settled your mobile phone bill in relation to deposits made to your casino account we will void all the bets on your Player Account.
k. Where we have requested other items, such as proof of payment of a phone bill and the Player has failed to supply satisfactory proof within 60 days of the request.
72. We may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit this facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse, or if payment is withheld by your operator or we suspect your non-payment or misuse of this facility, we may suspend or cancel your Account or ask you to provide evidence of payment to your network operator. Any credit (cashable and / or bonus) in your Account will be forfeited and withdrawals voided if your Account is cancelled in these circumstances.
117. It is the responsibility of the Player to provide correct bank details for winning payments. Any payments returned to us due to incorrect bank details will be held for 180 days. After 180 days has elapsed Players will not be entitled to request repayment. Account holders requested to provide additional identification or other information, such as proof of payment of a phone bill, have 60 days from date of the request to provide required items. If items are not received in that time we reserve the right to close the Player Account and any pending or unclaimed withdrawals and credit (cashable and / or bonus) will be void.
Evidence supporting this has been attached.