Paddy Power - Failure to pay out winnings

Hi cr2015 - welcome to ThePOGG.com!

The case that you're referencing - https://thepogg.com/complaint/paddy-power-cross-brand-self-exclusion/ - specifically relates to Paddy Power applying an exclusion to the player's account because they'd found a self-exclusion initiated by the player at Betfair. At the time that the self-exclusion was applied at Betfair, the two companies were separate entities. When the companies merged they looked to insure that any self-exclusions in place at either brand were applied to both.

The player's Paddy Power account was detected and excluded because they'd detected the self-exclusion at Betfair. The player would have had no idea before being contacted that this was going to happen and had not broken any rules.

Your case is entirely different to this and we can't simply pick out references from that complaint to apply here.

I'm not saying you don't have a case, you may, simply that the other complaint was a different situation to this one.

I need you to be clear in your response here - when you requested that your account be re-opened what were you told?

Thanks,

ThePOGG

Thanks for getting back to me. Fair point noted. I simply re-registered on their website and it allowed me to deposit straight away. In total I managed to deposit 4 times over the course of a few hours until I started to win then cashed out £500 leaving me with a balance of £800 which I was also going to withdraw. When I called up to question the situation I was told back when I closed the account they sent me the only available T & C's at the time which stated it was a permanent closure. I was unaware of this when I re-registered and they refused to discuss the option of overriding this as permanent closure was the only option at the time for someone wanting to self exclude. Hopefully this answers your questions? Thanks again

Hi cr2015,

Am I correct in thinking that by "re-registered" you mean that you opened a new account? If so you would be in violation of the following term:

"5.3. One Account is permitted per customer. Paddy Power reserves the right to close down any duplicate Accounts and to cancel any Bets on duplicate Accounts. Paddy Power also reserves the right to suspend or close any Account and cancel any associated Bets where the Account holder and the owner of the funding instrument are not the same."

The next question I have to ask is 'did you use the same details to register your new account as your old account?'

Thanks,

ThePOGG

Hi, I was aware I no longer had an active account with Paddy Power so I was simply creating a new account. I was not trying to sneak back in the door, I was just simply looking to start using them again. I used the exact same contact details to register this time inc. name, address, dob and same mobile number. The username was different though as I do not remember what was used originally. Thanks

Hi cr2015,

Unfortunately our dialogue with Paddy Power regarding this issue has broken down and at this point I have no reasonable expectation of this situation changing in the foreseeable future.

All I can recommend you do at this stage - as a UK citizen - is contact this group's ADR IBAS.

Sorry we could not be of more help!

ThePOGG