InterCasino - Refusing to pay winnings out after 8days closed my account

Ruling

Declined - This complainant has already submitted their claim to an alternative ADR service. As such we would not intervene in this case.

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Player's Complaint

I joined this site and deposited numerous times using paysafe on 9/7/19 I didnt have no funds in account so I deposited using my mums with her permission. I won just over £7000 and withdraw £6500 and carried on playing the remaining funds of £500, I received an email asking for all of my identification and a photo of the bankcard I deposited from I sent all of my documents and explained that I'd used my mums card so they replied saying that it was ok but needed to send all of my mums identification I sent address letter bankcard and uk citizens card, the next day received an email from them saying they wouldnt accept the I'd card as it had no valid from or expiry date I asked if I could send my mums birth certificate and marriage certificate they said they dont accept them either they advised me to get my mum a passport or driving licence or uk identification card, I explained that I would get my mum to send for a driving licence but this will take possibly a week and they replied that's fine. On 15/7/19 they sent another email asking for my birth certificate or my mums photo identification. I sent photo of my birth certificate. I tried today to log on my account and it said your account is blocked please contact customer service, I went on chat and asked what was going on with my account and withdrawal they informed me that under 4.1 terms and conditions 3rd party deposit wasnt allowed and they would refund my deposits in due course.when I explained that I have been processing this situation for 8days and that I had informed them over a week ago of me depositing by my mums card that it was ok aslong as I provided my mums identity,her reply was I'm not able to talk anymore on the decision please wait for an email, I said I was mistreat and led on for 8days that I will be taking this further she said to do what ever i thought was necessary i also asked if they were regulated by the uk gambling commission her reply was yes we are. I said i would be contacting the uk gambling commission. I called the uk gambling commission who advised me that although it is situated within there terms and conditions they should have informed me it wasnt allowed on the 9/7/19 not 8days later and shouldnt have requested identification numerous identification and leave it so long they also advised me to contact IBAS and raise a complaint, I have raised a complaint and sent all evidence I have such as emails and photos from phone between myself and the casino. I have been mistreated so badly I'm really upset and want my winnings I won.

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