Paddy Power Casino - Player's account was blocked.

My account got closed yesterday .I won over £2000. I withdrew £700 to the account that I made the deposits with. And the rest was to be transferred to a debit card I lost a few days ago. I messaged customer service and they said I need to send a bank statement showing when my old card was used last. I said there would be a delay as I need to go in the bank to get a statement. I went back onto the site and I was going to apply for a paddy power card cash +. when I clicked the link automatically the account closed. I messaged customer service to say I have over £1400 to withdraw and the said wait for an email.

Dear vickygillott123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Paddy Power Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? Was your debit card verified in the casino? Did you make any successful withdrawals with the debit card in the past?

Were you able to submit the necessary bank statement to the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi I’ve been using paddy power for 3 years. Yes I’ve always been fine withdrawing, the withdrawal was to be split into 2 bank cards one if the cards I lost. I got in touch with customer service who said I need bank statements , I said fine I will go to the bank. But then my account got closed. Did not give me chance to get my statements. The amount in my account is £1400, I withdrew 700 successfully, but there is still £1400 in the account . I do not know when I need statements from or what I need , customer service just said wait for an email, which I still have not got.

They have said closed for buisness reasons and i can not appeal this ?? surely this is insane, i dont understand what they mean buisness reasons and will they refund my balance of £1400 , im rasing a complaint

still No reply from paddy power. Should I escalate to IBAS

Thanks for your updates.

Could you please send me the emails where the casino informed you about their actions? My email is tomas@casino.guru

I'll await your reply.

Thank you very much.

Could you please clarify if the issue is about your PaddyPower account

https://games.paddypower.com/

and not an account with Betfair Casino?

https://casino.betfair.com/

I'll await your reply.

Yes. It’s paddy power. But that’s the email fro Paddypower. Yes confused me. I was waiting and they resent it. And I confirmed that it was Paddypower as they have joined with betfair

If you see it says support Paddypower at the top

I apologize but wanted to make sure we don't continue the complaint against an incorrect casino.

Thanks for the confirmation and for providing the necessary information, vickygillott123. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, vickygillott123,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Paddy Power Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Paddy Power Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw her winnings?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear vickygillott123,

Just letting you know there is still ongoing communication between me and the casino outside of the thread. It looks like the casino cannot share the necessary details with us. However, I tried to explain to them the situation in more detail and I am currently waiting for their response.

Now I am extending the timer and providing the casino with extra time to provide us with the update.

Please note if the casino is not able to share the relevant information with us, does not respond until the current timer expires, or there is no progress on your issue, the complaint will be closed in accordance with my previous post.

I will inform you about the news as soon as I receive the casino's final statement regarding the matter.

In the meantime - have you already heard anything from the casino's customer support? If yes, what information did you get? Is there any progress?

Thank you for your patience and understanding.

Dear vickygillott123,

I am sorry for the delay.

Unfortunately, the casino has not replied after I sent them my last email and the complaint will be closed as unresolved.

However, prior to complaint closure, could you please provide me with answers to my questions directed at you?

"In the meantime - have you already heard anything from the casino's customer support? If yes, what information did you get? Is there any progress?"

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru