All British Casino – social responsibility, AML and use of 3rd party card issues
Found for the Casino - Without directly informing the operator that they were experiencing issues controlling their gambling the activity patterns were not enough by themselves to demonstrate an issue.
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The issue that I have experienced was: Over the past two weeks, I have deposited over £4,000.00 in 150+ separate transactions. I was asked to provide identification / KYC verification when I approached deposits of £2,000.00, in line with AML regulations, but my account was not put on hold whilst this was carried out and I was allowed to deposit, using the same payments methods, a further £2,000.00+ over the next 10 days without any documents submitted (http://www.gamblingcommission.gov.uk/for-gambling-businesses/Compliance/General-compliance/AML/How-to-comply/Anti-money-laundering-compliance-advice.aspx). When I was originally asked to provide verification on the payment methods used, I responded stating that I was using a card in a different name and was given a document for the card holder to sign and authorise previous/future payments. I did not return this document (or any verification) yet I was able to make additional deposits with no cap. Clearly, I have an issue with my play which is evident in the fact that I self-excluded myself from further deposits on 13/08. I was contacted twice by yourselves to complete identification checks and in the second request from yourselves I was even asked if I would like to change my mind with regards to marketing preferences because I was missing out on VIP offers. Why was my account, or at least the deposit methods, not put on hold whilst verification was carried out? Out of desperation I even spoke with the Live Chat service and asked for free play after losing so much money, and I was not reminded about verification nor did they question my play/losses to ensure that I was not a problem player. I completely accept that I made the decision to make the transactions, however - if the casino acted in a socially responsible way that UK consumers and the UKGC would expect, this could and should have been averted.
It occurred on: July-August 2018
They should provide a refund of all deposits made after either:
1. When I approached the AML regulations limit of £2,000.00.
2. When the casino were advised that the payment method used was not in my name.
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