188bet - voiding winnings / refusal to payout - complaints thread

[Schrainer]

3003 euro, mastercard, winnings cancelled

deposited €500, and increased the balance to €3,503 before asking for a withdrawal. 188bet requested to provide copies of credit card, driver's license and a credit card statement. After I failed to provide the documents within 24 hours during chrismastdays, 188bet sent a message stating that winnings would be voided. After that I provided the requested documents inbetween 48 hours but they still refuse to pay out, cause I did not follow their timeframe.

Can you believe that? Any ideas what to do?

[munk]

3003 euro, mastercard, winnings cancelled

deposited €500, and increased the balance to €3,503 before asking for a withdrawal. 188bet requested to provide copies of credit card, driver's license and a credit card statement. After I failed to provide the documents within 24 hours during chrismastdays, 188bet sent a message stating that winnings would be voided. After that I provided the requested documents inbetween 48 hours but they still refuse to pay out, cause I did not follow their timeframe.

Can you believe that? Any ideas what to do?

Sounds very harsh, I've heard of them refusing to credit bonuses because ID verification wasn't completed within a certain timeframe, but voiding winning bets because ID wasn't provided within 24 hours is very bad if there's nothing more to it.

Complain to their regulatory body, it should be listed on their site. Can't imagine it should be too hard to get the decision overturned if there's nothing more to it than you've described. If you won the money fair and square then failing to provide ID within a certain timeframe is no justification for voiding winning bets.

[dreamylittledream]

They are Isle of Man regulated which is one of the tougher bodies.

However 188bet have a history of doing this kind of thing with c.c deposits so one does wonder if the regulator believes it to be acceptable.

The general rule being that if you use 188bet make sure you use moneybookers and all is well with the world.

[munk]

Yes I can remember updating a 188bet thread at some point to say as much re Moneybookers being the best method. Yep first post here I remember editing to include a warning a long long time ago:

-snip-
WARNING:
UK users not eligible from 18/12/09.
188bet users have previously reported serious problems depositing via card, see other 188bet threads for details. Highly recommended to use Moneybookers as your payment method at 188bet.
-snip-
--munk

I found threads that relate to the various other 188bet offers but not this one specifically which seems to have began around the time of the Cheltenham festival with suggestion it will run through till May. The largest offer prior to this one I have seen was the 48% to £88; slightly less of a bonus, but a smaller wagering requirement I would suspect
....

Mmm well apparently I also added a warning to an older 188bet thread here as well almost a year earlier again!:

http://www.thegamblingtimes.com/boar...ory-offer.html

it's more explicit in that ^ thread the warning I put in:

WARNING!!!!
If you depost via credit card you must ensure you send the required verification documents within 36 hours or you could be in for a very nasty surprise. See the following statement sent to one of my friends about his initial deposit after 36 hours had elapsed:

'The said transaction will be rejected and all winnings prior to verification will be forfeited if you fail to submit the requirements within 36 hours.'

Clearly doesn't help the OP but yes it was certainly known that there were issues depositing via card. Still outrageous though, doesn't make it 'right' for them to do it even if it's part of their T&C. All you can do is complain to their regulatory body, if it is the Gambling Commission then hopefully you'll have some luck, historically they have more 'bite' than the Maltese regulator LGA.
Still, that

[Schrainer]

I sent a message to Isle of Man. Thx all for your help, will keep you up to date, what they say

[LFC81Eoin]

I signed up here about 3 years ago ,Placed a few dutches and they lost here but won at the bookies , they actually emailed me and said if you don't verify your account within 24hours all your bets will be voided and funds returned , so i didn't , thanks very much +2k .

[Schrainer]

They sent me the following emails, so you can read which only reason they gave. I just cannot see the point to provide the documents that quick. Why not asking the customers to provide documents inbetwen 5 minutes? That would


Dear Mr. XXX

At 188BET, we pride ourselves on the security we provide to our customers and their funds. In order to assure this security, we take great care in ensuring that funds are processed correctly and in line with banking and fraud-control regulations.

As part of 188BET’s due diligence to satisfy the regulatory requirements, we are required to verify the identities of our Members. We would appreciate if you would provide us with the following documentations:

a) Front and back copy of your Credit Card with last 4 No. xxx

b) Front and back copy of your photographic Identification Card (National Identification Card, Driver’s License or Passport)

c) Credit Card Statement copy with name, address, Card or Account number of the Credit Card used for this deposit and statement date that is not older than 3 monts.

- Please make sure that the above documents sent in are clearly visible.

- Kindly scan the full original document. If a scanner is not available, you may capture the full original document using a digital camera.

- For paperless or online statements, you may Print Screen and send the full screen capture including the URL bar.

- Credit Card copy sent in must be signed at the back of the card, and you may only choose to cover the 7th to 12th digits at the front of your card and the CVV or the 3 digit number at the back of your card for security purpose.

- We will require supporting documents should there be a discrepancy in the address appearing in your National Identity Card, proof of residency and/or your registered profile with us.

Kindly email it to kyc@188BET.com or fax to +442070228668. The documentations you will furnish us will be very helpful in verifying your deposit transaction with Invoice ID xxx amounting to EUR xxx. The said transaction will be voided and the funds will be returned to your Credit Card account if you fail to submit the requirements within 24 hours. We reserve the right to void a transaction should the requirements we received do not meet the standards set for verification.

DearXXX

Thank you for choosing 188BET.
We regret to inform you that your withdrawal request has been REJECTED.

= = =Withdrawal Details= = =
Member code:
Transaction ID:
Date: 2010-12-25 23:51:31
Amount and Currency: EUR 3,503.00
Reason: Insufficient funds

The withdrawal request amount is already credited back to your 188BET account.

Should you have further queries, please do not hesitate to contact our Customer Relationship Team, available to you 24 hours a day, 7 days a week. You can send email to us at payment@188BET.com or simply visit our website to choose Live Chat option and we will be more than happy to assist you.

We look forward to serving you better.

Sincerely,

[Schrainer]

and aso this one


Dear Mr.xxx


We regret to inform you that we have voided your deposit transaction with Invoice ID xxx amounting to EUR xxx due to non- completion of the Credit Card verification requirements within the given timeframe. Your deposit and winning will be cancelled from your 188BET account. Thus, kindly allow us some time to perform balances adjustment.



Nevertheless, 188BET performs regular verification of our members as required by the Company Risk Management policy. In line with this routine exercise, we require you to furnish us with a copy of your picture identification document (e.g., National Identification Card, Passport or Driving License) with your name and address clearly printed on it. If your complete address is not stated in your ID, kindly submit a proof of residency (e.g., Bank Statement or Utility Bill) which should be less than 3 months old.



Kindly email it to kyc@188BET.com or fax to +442070228668 within 48 hours. Failure to comply will result in the inactivation of your 188BET account.



Sincerely,

[tartantipster]

When I read bookmaker T&C's and see definite timelines for ID Verification I email full ID & wait for confirmation before placing any bets.

[musicbox]

That's great and perhaps it would be best for everyone to send off a full set of ID prior to placing a bet at any site, regardless of their terms.

But this comes down to whether their action is just. Is it somthing all sites are doing because of the IOM licence requirements - Boyles, Paddy...? Terms can say anything at all (couldn't find it on a cursory glance though it may be) and most contain "FU" clauses. It doesn't make it right to follow through on any of them if to do so would be unjust.

According to the newsfeed on SBR, they (188bet) pulled this kind of thing earlier in the year but returned that player's winnings a few months later.