Betspins – Regarding withdrawal of winnings

Ruling

Found for the Casino - Betspin casino have provide enough evidence to demonstrate that this individual is highly likely engaged in the operation of multiple accounts under names other than their own. This is a clear violation of terms and conditions and ThePOGG.com will take no further part in the representation of this individual.

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Player's Complaint

I registered at Betspin.com and used my partners bank card to add funds, as his account was the only one with our money in. The money was the pair of ours and i had full permission to register it on the site. Betspin allowed me to register and deposit from the card without even asking myself or my partner if consent was authorised. Although as stated it was as it was both our money in the account.

I then proceeded to win £90 to which i attempted to withdraw. I was asked for my ID on 3 seperate occasions, even though the first time the ID was approved. After uploading the documents 3 times and waiting 48hrs each time they still never released my winnings. Instead they began to ask for my partners photo id. My partner does not possess any photo id which i explained. I uploaded his birth certificate, government issued disabled bus pass which has his photo on and another copy of the bank card i used to add funds.

Betspin have refused to accept this and refuse to release my winnings. I then added my bank account cancelled the withdrawal request and played £20. I proceeded to withdraw to my bank account the remaining £70. Yet still betspin are not releasing the winnings.

They constantly ask me for my partners photo id even though i have explained the situation with it. I even stated my partner is willing to write a formal statement to give betspin the full consent from him for me to use his bank card. They attempted to tell me i had breached their terms and conditions by using his card, yet betspin allowed me to register, deposit and use the card until i needed to withdraw my winnings and only then did they say i breached their terms and conditions.

They are now standing with the fact my partner has no photo id to release my winnings. As i argued the fact they let me use the card in the first instance before even checking with me or my partner first, so i therefore am in breach or their terms and conditions just as much as they are. So they are now standing by the fact my partner has no photo id to keep hold of my winnings.

I logged into my account to check the progress of my withdrawal on 9/2/17 to see that the money request, my bank account and the actual funds have been deleted from my account. I messaged and spoke to live help who informed me that they still have the request but still withholding it until photo id for my partner is produced.

The winnings i won fair and square, with my own money and the consent of my partner for the use of his card now all i would like is to have the winnings withdrawn to myself.

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2 Responses

ThePOGG

Feb 11, 2017

Hi Tren4388 - welcome to ThePOGG.com!

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Betspin Casino there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.

If you have any questions about the above, let me know.

Unfortunately, having reviewed the Betspin terms and conditions you have in fact breached them, namely the following term:

8. In relation to withdrawals of funds from Your Account, you shall only use such debit and credit cards and other payment methods that are valid and lawfully belong to you.

While you may have had your husband's permission to use their card, that does not "lawfully belong to you". That the operator allows for people to deposit under other names is a leeway system to allow for circumstances like your own. However in these situations they do need to verify, via recognized government issued ID, the identity of the owner of the payment method. While I understand your frustration, this is a legal requirement for all operators especially in circumstances where it's not the named account holder who has deposited.

I will contact the operator for you and see what options we have to move this issue forward and will revert to you when I've had a response.

Thanks,

ThePOGG

Feb 22, 2017

Hi Tren4388,

At our suggestion Betspins agreed to accept a Citizen Card as proof of ID for the payment method holder. This could be deemed as acceptable as it is recognised by the UK Police and comes at an affordable price (£15) compared with a passport application. They've informed me that you've declined to engage with this process.

While I appreciate this is a little inconvenient, the application can be completed online and this would result in the return of you balance which is significantly higher than the cost of the Citizen Card.

If you cannot provide valid photo ID for the owner of the payment method you used to fund your account I'm afraid there's nothing further we could do to help you.

Thanks,

ThePOGG