Coral - Dispute

Ruling

Found for the Casino - After discussing this issue with Coral casino, several factor surrounding this player's account indicate that this player represents a substantive security risk to the casino. As such ThePOGG.com will take no further part in the representation of this player.

Read our Coral Casino Review.

Player's Complaint

Dear Thepogg.com

I recently played and won and Coral Casino. After requesting a withdrawal my account was closed. My original deposit was returned but the winnings were confiscated. I did not break their terms and conditions and they have provided no justifications for their actions. I wanted to lodge a complaint on your website.

I deposited 5 pounds and received a 10 pound bonus to play with. I ended up winning just over 1400 pounds. Here is the timeline of what happened after I requested a withdrawal.

8/12/14 - I sent my ID and address verification document as requested.

9/12/14 - Coral replied asking me for a second address verification document.

11/12/14 - I sent a letter from my bank. They emailed back saying it was insufficient.

10/1/15 - I sent them my water bill (dated withing 3 months as required).

13/1/15 - I emailed them asking why they had not replied and whether they were now able to verify my account.

13/1/15 - They replied saying they were unable to verify my account with the documents I had provided. At this point I was confused. I'd complied with all their requests. Water bills had specifically been included on a list of acceptable documents they had previously sent me.

13/1/15 - I emailed asking why the had sent the last email considering I had already sent the additional document. I included my passport, bank statement and water bill (all in date) to avoid any confusion.

14/1/15 - I received this email saying;

Dear Customer. Unfortunately we are unable to verify your details and therefore have failed our security checks. We wish to confirm that your account has now been closed and we have refunded your initial deposit of 10 pounds. Kind regards

The [email protected]

There was no explanation. They did not ask for another document. They just took my winnings and closed my account. Given their actions I am now concerned that they have access to my documents at all.

Any help in mediating and/or publicising what has happened would be much appreciated

Thanks for your time.

Regards,

[EDIT]

username (Coral) - [EDIT]

(I can send emails if necessary)

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