Complaint #74 Paddy Power Casino

Confiscated my winnings and closed my account without any further justification

By Jamie B.

7 years ago

Paddy power sent me this email

'We’re sorry to say that we’ve closed your Paddy Power account, for security reasons. We don’t take a decision like this lightly and can assure you that it’s in line with our terms and conditions. '

When I contacted them over the phone, they then told me that it was part of there 'business terms' as the reason of not paying my winnings of 1416gbp. I asked them on the phone to tell me the exact term I have broken, as I checked all the terms before playing the casino, and they told me again its down 'to business terms'

I am shocked and ashamed how a large company like Paddy Power can actually act like this. I demand my money gets paid immediately or provide me with a perfectly valid excuse to why they are not paying me!

Disputed Casino Paddy Power Casino

Reason Declined payment

Amount £1416

Discussion

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Paddy Power Casino Complaint Stats

Resolved 5 / 26

Avg. Amount $1,902

Avg. Complaint Duration 9 days

Avg. Response Time 5 days

Paddy Power Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Paddy Power Casino Complaints

See all complaints for this casino

Missing Refund on Paddypower

I registered for paddypower, verified my account, used it for a month or two, then I received a message that I needed to verify my account again. I asked, what's the matter? I was told that my account was closed on another platform, and that I had banned myself from playing, I don't remember, but I understand, my account was closed, and they asked for a bank statement to return the money, I sent it, but now for a week no one knows anything and there is no news, only that you are contacting me because the responsible department is looking into it, how long do I have to wait, I'm not a criminal, I just want my money back, that's all.

My case no on paddypower 01009410

I don't know the exact amount, but around 400GBP

Unresolved

£400

KYC blocked after win without means to resolve or communicate

Good day all,

Summary:

Yesterday Friday December 18th '20 I logged back into an old Paddy Power account of mine.

I deposited, played the casino and the next morning went to log into the account and received the message:

'Access to this account has been denied - this account has been closed. Please contact us if you have any questions.' Thus couldn't log in.

I searched the site and internet and couldn't find a way to contact paddy power as follows:

[email protected] bounced according to yahoo, phone number on their FB page is dead, contact Web form and live chat only accessible via log in etc.

I then found i got an email advising account suspended for KYC purposes and should click on the link in email to upload the docs.

This results in being asked to log in, but i again got the same closed account notification Thus cannot comply with kyc request due to an apparent broken functionality in paddy Power's flow.

Subject of complaint:

I have no issue with performing KYC, have winnings in Balance and only cause to the issue not being furthered is the process itself of no fault of my own.

The complaint is based on not being able to proceed with process and account.

Evidence of above claim and situation:

I have images of all stages of above, the email requesting KYC and closed account page upon log in attempt. Also including my account page and balance.

(There is no where on this initial complaint creation page to attach the aforementioned images etc)

Requested resolution/solution:

I request Paddy Power to give me a means to respond to the KYC request and communicate with them as is required by law of a company of this nature.

I'm experienced in corporate financial compliance and unstated KYC requirements and those regulations on companies to comply with also.

Additionally upon finding no lawful, reasonable causes to maintain account suspension or closure, to reopen my account with full access and also for my balance of €380.

Thank you and i await response.

Harry < surname removed >.

Unresolved

€380

Account suspension and casino bonus confiscation

I have an account with Paddy Power at which I played during Blackjack Friday promotional event (29 November - 1 December 2020). On the last day (1 December 2020), I won £120 in casino bonus from the promotion that I need to wager 1x before that amount can be withdrawn (according to the promotional rule). After receiving the bonus I had not completed the wagering requirement, expected to play them a few days afterwards.

In the next morning, my account was suspended. The casino said the responsible gambling team wanted to talk with me via phone only. Until today, there have been two failed call attempts by them, the last one was almost 9-10 days ago. (I know that they attempted to call because I received an email from them after failed outbound calls by them.) I have attempted to talk to them via live chat many times but they insist only phone calls only and no alternative methods (such as Zoom or Skype) and they are even unable to provide me approximate date and time. (I have work to do, cannot be on standby 24/7 to wait for the call,) And now, the £120 bonus has gone to zero.

I still wonder what violation I have done (if there is), or just responsible gambling issue in case my behaviour is similar to an addicted gambler. To be honest, I am not addicted, only a few times that I decide to play. But the most two important things are:
1. How to communicate with a team to get the problem solved? What violations I have done in place (if any)?
2. If I have not violated anything, it is unfair to confiscate £120 bonus because of the bonus expiration as my account has been suspended. In that case, you need to give that bonus back to my account along with the rules.

It has been 12 days and nothing seems to be better. I wish you would be able to help. I have trusted Paddy Power most for my gaming experience for a few months for convenience, easiness to deposit and withdraw as well as casino reliability (a part of a large gaming corporate). But now I am really fed up with the problem that remains unsolved.

Unresolved

£120

Account closed without explanation and whether I will receive refund of my £100

Created a PaddyPower account and successfully verified age details with passport. Logged in and deposited £100 and placed a bet. Logged in the next day to be told my account is locked. Spoke to a service advisor who states : ‘ Thanks Stuart. As I can see here your account has been closed as a business decision taken by our security team. Our security team can close accounts as a business decision at their discretion and are not obliged to offer any explanation beyond this unfortunately. My apologies for any inconvenience caused.’

Agent refused to provide me with any reasoning or assistance to resolve this issue and is not escalating this to a manager. He has also refused state whether I will receive refund of my £100.

Can you please help?

Unresolved

£100