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Spin Palace - Desperate homeless

Ruling

Found for the Casino - As this player does not have a permanent residence they have entered false details at sign-up and cannot complete security verification.

Read our Spin Palace Casino Review.

Player's Complaint

I hit the JACKPOT on Treasure Nile on Saturday January 28th and have been told that I am not going to get money owed to me I am homeless and desperately need your help I have even thought about suicide because of this situation I need this situation resolved immediately thanks [EDIT] my phone number is [EDIT] I got in touch with Malta Gaming Authority and they refuse to help me they know I don't have the funds to fight them so they get away with this it is not right.

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1 Responses

ThePOGG
February 9, 2017

Hi DARRYN KELLY - welcome to ThePOGG.com! Unfortunately, while I'm sympathetic to your situation, there's not going to be anything we can do to help you in this situation. In the first instance The Palace Group are non-responsive to complaints submitted to this service. However more of an issue, and the likely reason that the MGA would decline your complaint, is your residency status. At the point you opened an account with Spin Palace you agreed to the following terms:

6.2 Correspondence All information supplied when registering with Website must be accurate and complete in all respects. Bayton Limited reserves the right to confirm Your address by posting an address verification letter to You or by contacting You via e-mail. All letter correspondence will be discreet and the envelope will not display any reference to Bayton Limited. When such correspondence is initiated, all withdrawal requests will remain pending until the correspondence has been returned and approved by Bayton Limited.
6.4 Accuracy You are asked to keep Your registration details up to date. If You change Your address, email, phone number or any other contact or personal information please contact [email protected] in order to update Your account information.
7.1 Identification Checks Bayton Limited reserves the right to ask You for verification documents upon deposits made via credit or debit card and / or prior to executing a withdrawal. This includes, but is not limited to: * copy of card in question (if applicable) * copy of photographic identification documents, such as a Passport or Drivers License * documents confirming residence such as a bank statement or utility bill no older than 3 months.
Essentially, if you are homeless you have either entered false details at registration, failed to keep your current details up to date and even without the first two you are going to be unable to provide documents confirming residence. All operators regulated in reasonable jurisdictions are required by their license to verify a player's identity and residence before making significant payment to them. This is an anti-fraud and money laundering exercise and is part of their license agreement. As you don't have a residence that cannot be done. While I'll stress again that I am sympathetic to your situation, as long as you do not have a permanent residence you are not going to be able to abide by the terms and conditions of any operator you sign-up to. That being the case you should NOT be playing online. No operator will disregard legitimate AML checks at our request and we wouldn't ask them to as this is a necessary strategy to prevent crime implemented in sectors where significant money transfers take place. I'm sorry we cannot be of more help, ThePOGG

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Agreement

DARRYN KELLY 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:

February 9, 2017