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Paddy Power - closed my account for 'business reasons', can't get more information or withdraw

Ruling

Found for the Player - Despite our repeated efforts to contract Paddy Power to discuss this issue we have received no response whatsoever from the operator.

Read our Paddy Power Casino Review.

Player's Complaint

I had £60.05 in my Paddy Power account.

I saw it shoot up to £307.75 for no reason. I did not make any bets. I looked at my settled bets history.

I saw a bet I did not make:

Bet ID [EDIT]

W: HC Barys v Kunlun Red Star - 1st Period Match Betting

HC Barys 4/1

Stake £61.55

Returns £307.75

I DID NOT MAKE THIS BET. The stake is more than my account balance at the time (£60.05) so it would of been impossible for me to make that bet.

The bet won and my account went up to £307.75.

I contacted the Live Messenger Support and quoted the Bet ID and asked what had happened. They did not reply and closed my account.

I was then force logged out and tried to contact their support team. Transcript below:

You at 14:24, Dec 30:

Hi my account just got closed when I contacted the live chat

Read

Info at 14:24, Dec 30:

You are now connected to Paddy Power.

Paddy Power at 14:24, Dec 30:

Sorry to hear your account has been suspended, have you verified your account by providing proof of age and address?

You at 14:25, Dec 30:

No

Read

Paddy Power at 14:25, Dec 30:

I've run into some trouble. I'll transfer you to an agent who can help you with your query.

Info at 14:25, Dec 30:

This is [EDIT] and I will be looking after your query today. I will aim to reply within 2 minutes.

[EDIT] at 14:27, Dec 30:

Hello there, Welcome to our Live Messaging Service, can I get your email address please?

You at 14:27, Dec 30:

[EDIT]

Read

[EDIT] at 14:28, Dec 30:

Can I please have your Father's first name and your Date of Birth for Security reasons?

You at 14:28, Dec 30:

[EDIT]

Read

You at 14:28, Dec 30:

22/11/1992

Read

[EDIT] at 14:29, Dec 30:

I see from your account that it has been closed under commercial grounds. This is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this. This action has been taken by the security department. Apologies for any inconvenience.

You at 14:32, Dec 30:

can you contact the security team then to find out whats going on? The Live Messenger agent I contacted was you ([EDIT]) as I saw a bet I didn't make on my settled bets history. I have the screenshots saved.

Read

[EDIT] at 14:33, Dec 30:

Unfortunately not, this is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this

You at 14:34, Dec 30:

what does this is a business decision mean

Read

[EDIT] at 14:35, Dec 30:

I would have no further information in relation to this.

You at 14:36, Dec 30:

then who does

Read

[EDIT] at 14:37, Dec 30:

This action has been taken by the security department. Apologies for any inconvenience.

You at 14:38, Dec 30:

so what happens to my account balance

Read

[EDIT] at 14:39, Dec 30:

The account could not be reopened or any other account set up with us. I would have no further information in relation to this.

You at 14:43, Dec 30:

do you have any information on what I do now

Read

[EDIT] at 14:44, Dec 30:

I would have no further information in relation to this, as I mentioned.

You at 14:47, Dec 30:

if you have no information on my account or its balance, and you just closed the account, then haven't you just stolen the money?

Read

[EDIT] at 14:48, Dec 30:

I see from your account that it has been closed under commercial grounds. This is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this. This action has been taken by the security department. Apologies for any inconvenience.

[EDIT] at 14:53, Dec 30:

Seeing as things have gone quiet, I am going to close this message. If you need to you can simply drop us a message and either myself or my colleagues will be able to help you. Conversation closed by the agent at 14:53, Dec 30:

Survey at 14:53, Dec 30:

We would love to get your feedback with one quick question ?

Survey at 14:53, Dec 30:

Based on your experience today, how likely would you be to recommend Paddypower to a friend?

(Where 10 is most likely and 0 is not at all likely. If you would prefer to skip the question you can type skip below)

You at 14:53, Dec 30:

0 ?

Read

Survey at 14:53, Dec 30:

We’re sorry to hear that, please let us know how we can improve?

You at 14:54, Dec 30:

I'm not going to drop this

Read

Survey at 14:54, Dec 30:

Thank you for your time.

Read the casino review

2 Responses

ThePOGG
January 3, 2020

Hi g_rushton11 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
January 17, 2020

Hi g_rushton11,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no response whatsoever. At this juncture we have no reasonable expectation of this changing.

All we could suggest is that you contact the operator's ADR IBAS.

Sorry we could not be of further help.

ThePOGG

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Agreement

g_rushton11 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Paddy Power
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission
  • PPB Counterparty Services Limited

January 3, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.