Eclipse Casino - Player is struggling to verify her account.

Eclipse casino has decided to close my account because the ID, documents I submitted are polish, this doesn't matter because my proof of address clearly states that I live in Ireland, and now their verification team are asking for documents that I am unwilling to provide as I feel like that is a breach of my privacy. I've attached a snippet of the bank statement I sent to them to show you my address is indeed in Ireland, and I'm banked with and Irish bank (ALLIED IRISH BANKS), can you help in anyway?

Dear zaddy234567,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you live in Ireland but your nationality is Polish? Do you have any other Proof of Address that shows Ireland as your permanent residency?

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

2. Player Description and Securities

The player may only participate at the Casino if they are of legal age.

Permanent and temporary residents of Lithuania, Indonesia, Israel, Poland, India, Hungary, Malaysia, Nigeria, Germany, Georgia, Russian Federation, Ukraine, Belarus, China, Canada, Romania and the Netherlands Antilles, as well as players accessing these locations by changing their IP address via virtual private networks (VPN), are not eligible to open an account, log in, make a deposit, bet or perform any other activity at the Casino. Any accounts violating the Casino's restrictions are subject to termination.

However, when I try to register an account, it asks me for my address, not my nationality:

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, thanks for your response, I am a permanent resident of Ireland, but yes my nationality is polish.

I have bank statements, gas bills (the gas bill is issued by Bord Gais an Irish only company), internet bills.

Thank you very much, zaddy234567, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi, are there any updates regarding this case?

Hi zaddy234567,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Eclipse Casino to the conversation to participate in the resolution of this complaint.

Please, be kindly advised that as per T&C of the casino Poland is in the list of excluded countries and any permanent and temporary residents of Poland cannot play with Eclipse Casino. If the customer has moved permanently, we could have reviewed keeping the account open. However, customer has only provided proof of address that only shows us his current location. Only permanent residence in Ireland such as working visa, student visa or Ireland Permanent Residence Permit can serve as a proof of permanent residence.

Hi, but the fact of the matter is that the only reason you've closed my account is because my passport is polish. Just because my passport is indeed Polish it doesn't mean in any way that I am a temporary or permanent resident of Poland. My proof of address clearly states that I am living in Ireland and I'm happy to provide you with more proof of addresses like utility bills, which I would not be able to obtain if I wasn't a resident of Ireland. This is clearly unfair, and at the very least you can honour my legitimate earnings of 120 EUROS.

Hi zaddy234567,

How long have you been living in Ireland and what other documents can you provide for verification? Is there a work/residence permit?

Hi, I've been living in Ireland for about 15 years, I can provide utility bills and bank statements, but I am not comfortable sharing proof of residence information and I don't think I should be required to send that information just because I have used my Polish passport for ID Verification, it's extremely unreasonable to me!

Here's my gas bill for further proof of address:

Hi zaddy234567,

If you've been living in Ireland for 15 years, it's logical to choose Ireland in the registration form. Everyone else would do the same. I suggest providing all requested documents for verification. Please don't upload them here but send them to the casino. Do you have a working visa, student visa, or Ireland Permanent Residence Permit?

I'm sorry but what? I've already uploaded all my documents to the casino, that was the reason I made this complaint because when I sent them Eclipse casino decided to close my account because my passport that I used for Identity verification was polish and they used this as "Evidence" that I am a temporary/permanent resident of Poland, which I am not. I also do not feel comfortable providing this shady casino with anymore of my documents.

Please, kindly note that in case of restricted country the casino side is obliged to request the document that can confirm permanent residence in Ireland as was mentioned before (visa, work/residence permit etc). Sensitive information, such as Identification number can be hidden. If the client is not able to confirm the permanent residence in the other country, we are forced to close the account and return the funds deposited due to our agreement with software provider.

Hi all,

Thank you for your replies.

Dear zaddy234567,

As stated above, we are convinced that you chose the correct country for the registration. However, I suggest providing all requested documents for verification. If you have the documents but refuse to provide them, I'm afraid I won't be able to help you.

Hi, thanks for your help, I've just decided to proceed to just get a refund on my deposit as I feel like it's not worth the bother and I don't feel comfortable sharing those documents, the casino hasn't responded yet but I hope for this to all go well.

Hi zaddy234567,

If this is your decision, we, of course, accept it. Please let me know when you get your deposit back.

Hi, I got my deposit back and everything is okay now!

Thank you zaddy234567 for the update. I'm glad to hear that you have your deposit back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter