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

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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

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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]

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[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]

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You at 14:28, Dec 30:

22/11/1992

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[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.

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[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

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[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

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[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

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[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

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[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?

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[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 ?

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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

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Survey at 14:54, Dec 30:

Thank you for your time.

Read the casino review

2 Responses