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Winzie - Refund

Ruling

Found for the Operator - KYC checks may be done without directly requesting documents and would not be grounds for a refund of losses if they did not occur.

Player's Complaint

I have previously played on their website and have deposited a lot of money,although it is their routine to verify income when you have reached 2,000 euros,which they have not followed,so I have been able to deposit almost 20,000 euros and after that they asked for documentation,which I have given them but did not approve which I think is very strange. If they had followed their procedures from the beginning,I would have only gotten rid of 2,000 euros. This has of course caused stress and anxiety and they are fully aware of what they are doing.. they write that they are required to check their customers after a total deposit of 2000 euros,which they clearly do not follow. I have informed them that I want to take this further and am open to reaching a solution,which they have completely ignored. I believe that it is reasonable to get back part of deposits,that is up to 2000 euros,I can also agree to deduct the winnings that have been withdrawn.

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1 Responses

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thepogg
January 21, 2024

Hi bigbeeo8 - welcome to ThePOGG.com!

Based on the description you have given, there's nothing that we can do to advance your claim.

The requirement for MGA licensees to conduct KYC at €2k is an anti-money laundering/funding of terrorism requirement, not a responsible gambling requirement.

In the first instance, where an operator failed to adhere to this requirement they may be subject to regulatory sanction, but this would not result in funds being returned to players.

In second instance, it is possible to conduct some KYC checks using open source information and as such the operator may have conducted these checks without your knowledge.

Unless you have some reasonable grounds to believe that the operator has failed to meet their license required responsible gambling standards, what you describe regarding the €2k threshold for KYC would not be grounds for us to pursue a refund on your behalf.

Thanks,

ThePOGG

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January 19, 2024

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