Paddy Power has revoked my winnings after bets has been settled

31 October 2017
afik94

Player

Hi.

The username that i received for Paddy power web site from the paddy power shop is- afikmachlof1

On date 10/10/2017 i stayed in UK in the city London as a tourist and I wanted to place bets inside Paddy Power shop.
I entered to one of the paddy power shops in the city London and i asked from the seller in the shop to place some bets for me and that i mean to pay by cash.
The seller took the cash from me and placed my bets and then gave me receipts on paper for my bets.
Until here everything was fine.
After few minutes i wanted to place more bets for cash, but the seller had no power to search my selection in his PC then he said that he will create for me online account in paddypower.com and told me that there i can place the bets by myself and that he will deposit for me to the online account by cash and after the bets will be settled if win then I will also be able to withdrawal by cash from the shop.
He said that there is no isuue to do this and everything is fine.
Then he took my passport for register in the web site my personal details and he also asked my UK mobile number + my address in UK. So gave him my UK Phone number and I informed him that I am just a tourist here and I am not UK resident so i don't have UK address as i am staying in hotel. So the seller said that again everything is fine and he asked from me the address of the hotel where stayed and i gave him the address details and he wrote the details and did creared by himself an online account for me in paddypower.com and then on small paper he gave me my username+password in order to login to paddypower.com

After he gave me the fetails then I paid him on cash 1,000£ and he made the deposit for me.
(To be honest I have no idea why the seller from paddy power shop has prefer to made cash deposit to online account instead to place me bets from his computer and print receipts for bets, maybe from deposits that he make from his shop to the web site then he earning some commision then it's can explain the issue why he prefer this).

Anyway, after the deposit made then all was fine and the funds has been credited instant to my online paddy power betting account.

Then I placed some football bets in the paddy power web site and i won amount of around 1670£ + my deposit 1000£ so my balance was 2670£.
After that i wanted to withdrawal this balance to cash from the shop but I could not process it.
I asked the seller in the same paddy power shop and he said that i need to speak with the paddy power web site about this to see why I can't withdrawal.
Then i call over the phone to the customer service of paddy power and asked why i can't withdrawal my balance.
They said that before I be able to request withdrawals from my betting account then first I will need to verify my identity.
They requested from me to send them my passport and driving licence and also photo of myself holding my document next to my face, and also they asked for utility bill or bank statement for address verification.
Now i said that i have no problem to provide the identity documents as passport + driving licence, but regarding address verification I explained them that I didn't opened this online betting account for me, and the paddy power shop seller has opened this account and made the deposit. So I said that i don't have utility bill or bank statement with the exact details of the residental address that appear in my betting account as I am not UK resident and the seller asked from me the address of my hotel and he said that it's ok to for him to write the address of the hotel where i stayed.

Then after I told them this then I sent them my passport + driving licence + photo of myself holding the passport next to my face.
And they said that they will inform me by email withing 48 hours regarding my request to withdrawal my balance (2670.00£).
Finally they respond me after 2 weeks (and not 48 hours, but anyway) and they said my online paddy power betting account has been closed because I am not UK resident and that in order to process my withdrawal it will only be possible via bank transfer and not via cash from the shop and they asked from me to send them document of my bank statement in order to process the bank transfer and i sent them my bank statement and my bank account details.

I thought that in this point this case has been finished but then they said that they are only going to send me bank transfer with the amount of my deposit 1,000£ and that they revoked my winnings around 1670£ without to explain and provide logical reason for this decision.
They just saying that i can't hold an online betting account there because I am not UK resident then they remove my winnings from my total balance, and I claim that is not my mistake because i didn't opened this online account and the paddy power seller from the shop he made the mistake and took my passport details + ask the address of my hotel in UK and opened this account instead to place me the bets from his computer by paper receipts instead online betting account.
Anyway now they not mean to pay me my clean winnings and they refuse to provide me service and explanations, i have with nobody to speak there, no manager no customer service they are all ignore my claim that i deserve to receive my winnings back.
It's look like i did risk my money for free!
No way that the seller took cash from me 1000£ and made the deposit and i risk this 1000£ deposit by placing bets, so now i risk my money for free? If i was lost these 1000£ then they was return me my deposit? No way!
This is ridiculous to cancel winnings after the result is known.
No way that just after i win they revoke my winnings.
They have to pay me back my 1670£, this is total Fraud what they did.
This is not my mistake the way that i received from the paddy power shop seller username to the paddy power web site instead to give me physical receipt to my bets on paper, the seller in the shop who work in paddy power said that no issue and everything is fine with this process.

Now it's look like i risk my money for free.
I'm asking you please to involve in this case and to contact paddy power company and to request from them to be honest with the customers and not to steal money from customer by disgusting way as they did to me in this case.
They really must pay me my winning back 1670£ because i stayed in UK in the day of placing my bet and event bet played, so all was legal, and they can not after 2 weeks to decide to revoke the porfit.

Please contact them soon and make the order and resolve this case of refund the winnings.

Thank you.

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31 October 2017
BMR Sandy

Support

Player

Hi afik94,

Thank you for sharing your experienced with the board. Please feel free to fill out and file a complaint using this form, https://www.bookmakersreview.com/player-complaints/

I was just curious on what did they answered to you after explaining that the seller in the paddy power shop is the one who creates your account and confirmed that everything will just be fine.

As a UK customer did you also happen to refer the said issue to the right arbiters which is the IBAS? You can email them using this address, "adjudication@ibas-uk.co.uk or write to: IBAS, PO Box 62639, London, EC3P 3AS." as taken from the said site T&C.

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01 November 2017
afik94

Player

They actually every time once i call them on phone then they ignore my claims, and they refuse to comment specific to the fact that the paddy power seller from the shop is he who has opened for me this online betting account.
They say that this is their final decision to revoke my funds and return me only the deposit and that i can act how i wish to proceed ferther they said.

And regarding your question about IBAS, yes i already contacted them and they respond me that this process can take around 3 months.

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01 November 2017
BMR Sandy

Support

Player

Good to hear that you also brought this matter to the right investigating body.

We will also update you for any future possible answer regarding your complaint in this matter. Thanks.

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02 November 2017
quincunx

Citizen
Edgware,Middlesex,UK

If they don't want to pay out on the bet as a matter-of-principle because the customer wasn't a UK resident,they could still make a substantial ex-gratia payment if their member-of-staff was at fault.

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03 November 2017
Trevrizent

Citizen
West Midlands, UK

Yes, I certainly think you have a strong case for a discretionary/ex gratia payment from Paddy Power. Frankly their member of staff should have known better than to register a non-UK resident for a UK account and, if you told this person that you were simply visiting the UK, then they shouldn't have done so. If your bets had lost, I wonder whether PP would have contacted you about a refund of your £1000 - somehow I doubt it!

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07 November 2017
afik94

Player

I also have to say one more thing that i did not think at first would be a problem with paddy power.
They said they were going to pay me back only my deposit 1000£ via bank transfer, but actully i can see they even with my deposit amount they are wasting time.
Around month after i sent them my bank statement and bank account details for refund me my deposit and they still not processed my withdrawal, every time when i call them over the phone they claim that it will be processed during 48 hours but every day that i call them i hear the same answers and nothing progresses.
It's funny that deposits are instant, but once customer win not enough they revoke the winning also for refund the deposit the customer should fight with them and run after them over the phone every day around month.
Really shame of service they do provide.

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