Dear Mr Salmon,
With regard to your complaint we present our final reply with detailed explanation.
Your user account was registered on 2 August 2016. On the same day it was topped up with several Skrill deposits. Due to legal requirements from Gambling Commission you were asked to upload ID to complete basic identity check. Between 3rd and 17th August you did not sign in at all and came back on Wednesday 17th and deposited further. On that day, without any request by us you provided proof of address and Skrill account details. Uploaded copies were accepted by payments agent and payout of £ 3,500.00 processed swiftly within 40 minutes after you submitted withdrawal. Please note, at that point we did not obstruct any activity of yours and facilitated your account at our best.
On August 18th we were notified by payment provider of potential fraudulent activity. Only then did we apply additional procedures, blocked game access, requested supplementary identity document copies and informed you via email, also citing exact articles from EnergyCasino Terms and Conditions that apply in such case. On August 19th we emailed you and emphasised that we are running an investigation and would reply when an update is available but will not respond in the meantime until further information is received. It is worth mentioning that all the abovementioned details concerning dates, time and sequence of events, though not noticeable at first, are at odds with your account of the case that gives an impression we deliberately attempted to withhold winnings from the very beginning.
After we restricted gaming activity on your user account you contacted us several times mentioning that you had already verified your account and hold VIP status with payment provider, something you have also brought up in this very dispute at AskGamblers. However, you do realise we had to take extra precautions the moment we received a fraud alert. Furthermore, a fraud investigation takes time as it involves third parties, e.g. payment provider and other agents on their side. Consequently, we had to await updates and no matter how many reminders you sent it could not hasten our reply which was also reminded in an email sent on September 5th.
The most substantial argument we would like to provide now is that payment provider confirmed on September 5th they received a report from bank notifying of confirmed fraud. Mr Salmon, you have indicated on many occasions while this dispute was ongoing how in good standing your account with Skrill is. Since you have brought this case to public attention via AskGamblers it would be fair to reveal your proceedings with Skrill as well. However, we do not expect that from you as your user account remains permanently closed.
As per our previous reply you are eligible to contact Independent Betting Adjudication Service (www.ibas-uk.com) or any other approved ADR entity listed by Gambling Commission below:
That being the case, we will provide all documents requested to defend our decision.