Complaint #62 Trada Casino

Ignored gambling regulations and allowed me to deposit and gamble before verification

By Mer55

6 years ago

Message on forum

I opened my Tradacasino account at the end of March of this year, but did not first deposit until late May. On the 27th of May 2019, I first deposited into my TradaCasino account and was able to gamble. 2 Days later, on the 29th of May 2019, I was asked for ID to verify my account. Under the new regulations that came in on May 7th of this year, that is now against the terms of their license. I should not have been allowed to deposit without verification.

I contacted Tradacasino about this via email, and was told that because I opened my account before May 7th, I fall under old regulations and this not eligible for a refund of funds. I believe this to be false. Under the new regulations, all unverified customers need to be verified before being able to deposit. I was able to deposit after May 7th without verification. I believe this to be a clear violation of their license. I have contacted the UKGC about this, and they tell me that I am correct in thinking this and that all customers must be verified regardless of when the account was originally made.

Due to this, I believe I am eligible for a refund on the funds deposited as they should not have been allowed to be deposited without verification anyway.

I have attached screenshots of when I first deposit and when I was asked for ID. I have also attached screenshots of Tradacasino telling me I fall under old regulations. Finally, I have attached a PDF of the email I got from the UKGC explaining the new regulations in detail.

Somebody is incorrect here. Either Tradacasino is underprepared and not fully aware of the new regulations, or the UKGC is wrong in their explanation of the new regulations.

I have resorted to this complaint as I am now being ignored by TradaCasino customer service.

Disputed Casino Trada Casino

Reason Terms violation

Amount £20

Discussion

Mer55

6 years ago

I thought I would update the status of this complaint. I contacted Trada Casino's ADR and submitted a complaint directly to them. They replied to my complaint agreeing that Trada Casino certainly are wrong in their interpretation of new regulations but that there is nothing that can be done because the ADR does not deal with regulatory issues.

I replied back to them politely asking why exactly they do not deal with such complaints. I was glad to see that the person dealing with the comaint passed it onto a senior manager to take a second look. Unfortunately for this person, the senior manager forgot to change the title of the forwarded email. The forwarded email in which the senior manager took a second look was titled: 'Angry response to our email'. I took issue with the fact IBAS, a supposedly impartial body to deal with complaints was using language that is clearly not impartial. You can't forward an email for a second opinion and expect the second person to go into it impartial if you are telling that person that the complaint they are dealing with is just an angry consumer. It was actually rather disgusting and shows exactly how IBAS deals with complaints and how they feel about consumers complaints. I got an apology but it was all rather insincere.

This brings us back to Trada Casino still denying they done anything wrong. Do they want to discuss this on here or will they continue to hide behind their ADR? Your ADR is shambolic and does not deal with regulatory issues. What now? Because we both know you are wrong. Your ADR knows you are wrong. Does this have to go to court? I will of course be handing all information to the UKGC. If you just admit your mistake, we can move on. If you want to continue being stubborn when you know you are wrong then we can go to the UKGC and I can take this to court. Do you want to waste everyone's time here by being so stubborn? Or do you want to admit the mistake, apologise, and move on? Do remember that the UKGC will view you more harshly if you continue to double down instead of admitting a mistake. The fact you keep doubling down suggests a very serious problem indeed.

As you can see from the many weeks and months of emails to you and complaints, I do not let things go. I neveret things go. We will get to the bottom of this. It is nothing to do with me exploiting loopholes for a refund as you said. I don't care about that. This is about you breaking regulations and doubling down when polietly told you had made a mistake.

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers

• Support Team

6 years ago

Unfortunately, due to the regulatory specific matter in discussion AskGamblers Complaints Team have no other option but to close the complaint as Unresolved and recommend the player to forward their issue directly in front of the Trada Casino appointed ADR. AskGamblers Complaints Team will comply with the ADR's final decision and update the status of the complaint if necessary upon receiving an official update from player and/or the casino operator for such decision.

The case will be reopened after a 60-days period, a time frame which we believe is more than sufficient for the player to file an official case with the relevant ADR. If it turns out that player failed to do so within the stated period of time, AskGamblers Complaints Team will consider player's claims as unjustified and the case will be rejected.

Trada Casino

• Representative

6 years ago

Hi Mer55,

We can't engage further on this complaint without it being through our official UKGC approved ADR, which is IBAS.co.uk.

Regards,

Rachel.

Trada Casino Complaint Stats

Resolved 14 / 16

Avg. Amount $8,798

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Trada Casino Complaints

See all complaints for this casino

Declined withdrawal and getting charged fees

I'm unable to withdraw using Skrill even though I can deposit on trada with it and use it to withdraw from other casinos within the Aspire group.

Each time my cash out gets declined but I don't get an email or notified. Instead it goes back to 'pending' and I get charged another $2. This has happened a few times.

I was asked to deposit via a different method so used my visa card. Livechat have now made it clear that this is unlikely to be accepted and I should try other obscure ewallets. These also have fees.

This has been two weeks now. Bored of waiting and poor excuses.

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Refunds not received

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They did not cancel/close my account which enabled me to carryon depositing and gambling.

I complained to the casino and they agreed this should not have happed and agreed to refund my deposits made after 23rd when I requested the account closure.

I had two bank Visa cards registered with the site and they have refunded deposits made to card ending 4017 but not for card ending 0941 despite the casino saying they have.

I have been requesting these refunds now since November and have provided copies of my bank statements proving I have not received the refunds. However they now just refuse to reply to be and it’s been over a month now since they said they would look into it.

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I joined Trada on 20th October and I deposited £2400 and I have won a significant amount of money (£95,000). My gameplay was funded through my winnings from 32 red casino which is clearly highlighted in my bank statement and was significantly more then £2400. They asked for payment cards which I provided three times via email and uploaded this on to my account.

I contact support on a daily basis via live chat and am given no information. I have asked to speak to a manager and have had no response.

I have emailed them with a formal complaint and still no reply. They keep asking me to upload things that I have sent them four times.

I am attaching screenshots of the emails I have been sending since 21/10/20. Withdrawal record and chats. Also an email from 32 red to show my winnings but this is also on my bank statement showing the funds being paid in.

I don’t know what else to do now I’m stressed out and am getting nowhere. I message them daily I have also shown that whenever I phone them I am just kept on hold for ages with no answer.

I have attached everything I can

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Withdrawal on 04 Jan still not received

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My only advice right now is to stay away from Trada at the moment. And I'm not shocked that I wasnt the only one who had the same problem.

Unresolved

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Delayed withdraw with new Trada Management

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Rejected

$999

$50 deposit issue

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I will now attach my documents to thos message

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