UK Casino Club UK - Player’s withdrawal has been cancelled.

Hi Guys.

I would really like your help I dont know what else to do.

To give you a brief overview;

Me and a few friends were at my house one night and deciided we would join UK Casino Club due to good reports for the casino etc.

We joined up and made the mistake of using my card to fund both my account and the other account also. The only reason for this is becuase the other guy just had cash and i had my card on apple pay so It was easier for me just to allow to use my card - I realise how costly that decision may have been.

On my account which was funded with my card in my name I won a substantial amount of money (In excess of £63000) without a bonus simply by depositing funds from my card onto my account.

The casino blocked my account after with withdrawal and asked for, passport, proof of address, proof of purchase which i provided them with.

After days of no sleep and emailing back and fourth the realisiation of my simple goodwill genture has hit hard.

I got an email from the casino see below;

Hello Jonathan,

After further investigation of the verification documents provided, it is evident that the financial account used to transact on your casino account has been shared across multiple customers that also registered on UK Casino Club with the same mobile device.

Please see the following point in the UK Casino Club terms and conditions: https://www.ukcasino-club.co.uk/en-gb/terms/

15. Payment and Winnings

General Terms and Conditions

If Players transfer funds between each other's financial accounts or if multiple Players have their financial accounts funded by a common source it will be considered fraudulent and it may be investigated. UK Casino Club reserves the right to void any winnings associated with these types of practices and to suspend the associated casino accounts indefinitely and confiscate any casino account balances.

As such, the winnings have been voided and confiscated and the account has been closed.

The transactions made on your account have been refunded - please allow 1-3 days to receive these funds.

There was no foul play here, there was no ill intention to gain an unfair advantage over the casino.

I have been upfront and honest with the casino from the outset. I realise my actions may have breach the terms and conditions but I beg of the casino to please honour my winnings.

Any help I can provide I will.

Dear jelitch,

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.

• How many accounts were created that night?
• Was a different device used for each account?
• How many casino accounts were founded with your credit card?

Please understand that this is really a tricky situation. Looking forward to hearing from you.

Best regards,

Petronela

It was my own (which was the last to be created and the winning one) and my two fiends - all registered to their names addresses and verified. There was 2 devices. There was my own account and the two mates accounts.

it was a Saturday night and we call we’re playing poker with others. I was host and it was the winnings from that we used so as I had the funds in my account that’s why we done that.

please try and help me here I’m Litrally on my knees hoping we can resolve this.

I can understand if it was the other players who’s funds were confiscated as it was not in their name but it was my account and my card details used.

I hope you can help me

thanks again

I know it would be easy to say if I abused the casino or it was for a mediocre amount but this to me is absolutely life changing so I’m pleading with Casino Guru to try and help me come to a positive outcome with the casino

Also why could this not have been flagged before hand rather than fully activating the accounts.

Also my friend was able to withdraw his funds that was funded with my card without problems?

So can someone please explain the double standards here?

On his account he needed to go through verification so he submitted his account details and proof of id and proof of address.

Can someone please let me know

Thanks

Not ideal indeed. So three friends but only two devices, is that right? Your account was created last one which doesn't help either. Was your device used to create other than your casino account? Could you please advise what games you were playing?

Yes it was the same device - because it was Apple Pay as the payment method. The game was "Hyper Gold".

as previously mentioned there was absolutely no malice involved at all.

understand the setup we had and the situation - we were all together we had the device connected to a 60" TV. It was a social Event, we were all watching each others plays. we were just having a lads night.

Please help me Casino-Guru. It’s a massive win and I’ll be absolutely devastated and gutted if i loose it all. Im pleading with you and UK Casino Club to take all of this into consideration.

It was my Card, my account won. They paid out my friends account please help me they can pay me what I won honestly. I’ve been straight and upfront from the start.

Thanking you in advance

Thank you very much, jelitch, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Thanks for your help so far

Hello jelitch,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite UK Casino Club UK to join the conversation and participate in the resolution of this complaint.

Dear UK Casino Club UK,

Can you please provide more insight into the situation regarding the third-party deposits? Were the other accounts involved able to make withdrawals?

Kind regards,

Adam

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.

Thanks Adam, hopefully UK Casino Club will respond and try to resolve this amicably.

Dear jelitch,

I am currently awaiting a response from the casino via Skype, so I will extend the timer one more time in the hope that we can find a resolution to this case.

Kind regards,

Adam

Hi Adam,

can you confirm whether or not the casino has made any communication at all regarding this?

Hello jelitch,

I did have a reply initially stating that the situation would be looked into, I am now waiting for a further response.

Kind regards,

Adam

Hi all

The player has made complaints at another forum already and has been advised to submit a complaint via eCogra.

Once the player submits the complaint to our ADR (eCogra) we are bound by their decision.

jelitch this will not be resolved via a 3rd party and you are wasting both our time by continuing to seek help that way - if you do not submit your complaint to eCogra, noone else can help you.

I have edited my response here because I realise this player has not yet gone through our internal complaints process and will need to do that before they contact ecogra. They can do so by emailing complaints@crhelpdesk.com.

Cheers

I was told directly in DM on another forum that CR would be unwilling to speak with me directly and to contact ecogra. They have also been unresponsive to emails sent to them and risk management.

I see you have sent an email.

Thanks.

Can you imagine there will any kind of a positive outcome to this? As I’ve previously been told from DM messages with a casino rep that the casino is only willing to review this issue via ecogra.

Hello jelitch,

The casino has confirmed with me also that they are unable to provide any further information to us as a third party, so contacting the Alternate Dispute Resolution service, eCOGRA, is the only solution here.

You can contact eCOGRA here: https://ecogra.org/forms/adr-dispute-step-1. Please be aware that you must have submitted a formal complaint to the casino and attempted to resolve it with them first, before escalating to eCOGRA.

Please let me know when you have contacted the ADR service and we will close this complaint temporarily while we await the outcome of their investigation. Once this is known, we will reopen the complaint and proceed as necessary.

Kind regards,

Adam

Adam, I’ve submitted a formal complaint - still awaiting a response although judging on previous correspondence from the casino risk management team and reps both here and other forums I won’t be holding much hope for any type of amicable resolution.

Ive also spoke with a solicitor firm in London who are willing to initiate legal action however I need to wait for the ADR to conclude their investigation and should it not be in my favour then it will be court action. I will keep casino guru updated all the steps of the way.

Thanks

Thank you for the update jelitch.

As you have submitted a complaint to the ADR service, we will now close this complaint temporarily as mentioned previously.

Once the ADR has concluded its investigation, please let us know their decision and we can then reopen the complaint and proceed accordingly.

Please feel free to contact me with any further questions or updates at adam.m@casino.guru.

Kind regards,

Adam

Dear jelitch,

I have received information from the casino that the ADR service has decided in favor of the casino regarding this matter, can you please confirm the same?

Kind regards,

Adam

Hi,

Yes the ADR initially decided in casino favour - I have appealed this providing further evidence I have yet to hear a response from the ADR.

Also the casino has been issued letter before action and they have chose to ignore them.

Can you ask the casino if they are willing to mediate with me before legal action proceeds.

Whenever I contact them they do not reply. I would love to be able to come to

an amicable agreement.

thanks

Hello jelitch,

Unfortunately, the casino has stated that as you have expressed you will be pursuing legal action they are unable to discuss the situation any further.

As the ADR has decided in favor of the casino on this occasion, this complaint will now be rejected accordingly. Should any appeal to teh ADR go forward and the decision change, the complaint can be reopened in the future as necessary.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam