Dear Ms Crawford,
Thank you for contacting us via AskGamblers. We are very sorry for no recent reply via our support channel but there is an ongoing investigation carried out in regard to your user account.
We confirm that you were requested to send a copy of identity document on 16 November 2016 due to licence requirements by Gambling Commission. On November 17, you requested a withdrawal of £1,901.15 which required additional due diligence. Therefore, we asked for proof of address and payment account used for deposit. However, our Risk Department had revised your activity in the meantime and noticed it matched suspicious pattern we experienced before. We followed with further request for a photo of ID document held in hand with customer’s face displayed in the picture. Still, apart from identity check we have been investigating other issues concerning your account activity.
As informed in email we sent you today, we have strong reason to believe that your user account is involved in fraudulent activity. Therefore we have blocked betting activity and put pending withdrawal on hold for the time being according to terms and conditions of our service which state that such procedure may be applied without prior notice. Nevertheless, you have full view access to user account so that you can monitor current balance and check transaction history as well as user details.
Due to internal fraud procedures we cannot publish all details regarding this case in this thread. Nonetheless, we in no way want to discourage you from pursuing the matter or provide you with misleading and evasive explanation which you cannot verify. That is why we decided to file an inquiry to official authorities, a proof of which can be disclosed to AskGamblers intermediary if necessary. Furthermore, we have forwarded you detailed information in email about alternative dispute resolution options and contact details.
Please rest assured that we are willing to cooperate fully and, within legal requirements, disclose any information that may bring this dispute to a satisfactory end. However, please note that this sort of inquiry and complaint also relies on information and updates from third parties, e.g. authority officials, which might not meet 72 hours reply pending time that we are offered by AskGamblers.
If you decide to officially contact one of the ADR services, their final decision will be shared with AskGamblers who can decide about the result of the actual complain.
Yours sincerely,
EnergyCasino Team
