The Phone Casino

VISA

Hi krstop,

Unfortunately there is nothing we can do to help you here. You are registered with Gamstop and therefore self-excluded from ALL operators participating in the Gamstop program. Where you take action to circumvent this exclusion - for instance, by registering under information that differs from that you registered with Gamstop - once identified your account will be considered void and all transactions on it will be cancelled.

All I can suggest is that you consider whether our free Responsible Gambling app <a href="https://betblocker.org/" target="_blank" rel="noopener noreferrer nofollow ugc">BetBlocker</a> may be useful to you. This app will restrict your internet capable devices from accessing over 6.8k gambling sites.

Sorry we cannot be of further help.

ThePOGG

Dear ThePogg,
 On Friday 8th November, I opened an account on The Phone Casino.
 
 I made two deposits of £1000 each and subsequently won a very large amount of money. I immediately emailed my ID documents over to their support staff and requested details of how to withdraw the entire balance, considering I read in their terms and conditions that withdrawals over £10,000 were not immediately permitted.
 
 I was congratulated the next day on my win by email and informed that my ID had been accepted and to make withdrawals in £2000 increments. As such I made eight withdrawal requests. When reviewing this, I presumed that all requests would be processed at once. I later reversed these and made three withdrawals £2000, £8000 and the balance of c£5917.
 
 I logged in every day to check what withdrawals had been processed.
 
 On 13th November I received a text around 8am to state that my first withdrawal of £2000 had been processed as they has successfully verified my account. Their terms and conditions state that they would not pay out any winnings if they deemed there to be fraudulent activity and as such by paying out the first withdrawal they have confirmed that they had satisfied themselves at the time that there was no fraudulent activity.
 
 On the same day I returned to log into my accounts to check the withdrawals that had been processed and found the account was locked. I immediately telephoned their support staff and was told my accounts had been matched to GAMSTOP but they didn't know what triggered it.
 
 Whilst I note that I was subscribed to GAMSTOP, in accordance with their terms and conditions, I wholly accepted the terms and conditions and to be governed by them by establishing a business relationship with them. I provided accurate details that were immediately verified and matched against those on my government issued identification.
 
 I reviewed their terms and conditions as follows:
 In accordance with Clause 3.1.11, I have never had an account with their network before and therefore my funds and winnings cannot not be forfeited as duplicate accounts or for breaching a self exclusion agreement with them.
 
 In accordance with Clause 3.11.3, ThePhoneCasino has chosen to close my account and therefore should refund to me the Withdrawable balance, of which I have screenshots that show my balance was c£15,917, of which £2000 has been sent to me.
 
 In accordance with Section 4, I have met all obligations as a user and provided ample identification to satisfy them that my account is genuine.
 
 In accordance with Section 5.1, I accept that I am ultimately responsibility to use the service in a responsive maner, which I believe I have.
 
 In accordance with Section 5.2, if I request to be excluded, including GAMSTOP, then all withdrawable funds in the account will be returned to me, less bonus funds. As such c£15917 is due to me, less the £2000 already received. This clause further states that ThePhoneCasino will operate on the basis of the information I have provided at registration and therefore these funds are due to me in full as I wagered in good faith and are entirely responsible for any action I have taken to circumvent any GAMSTOP exclusion.
 
 Having reviewed the Terms and Conditions prior to my registration and as part of this complaint, there is no mechanism present for my winnings to be voided as the registration was accurate and the deposits successfully completed and wagered. I have retained a copy of their terms and conditions in case such a clause has now been inserted.
 
 Prior to registering I reviewed their terms and conditions and accepted that I would bear the consequences of any losses due to my decision to open an account and therefore it is ethical to honour these winnings, as I would have had to do if I had lost. I wholly dispute that any activity was fraudulent as they claim ,as I provided them with genuine details which were verified by them on registration and again when I provided them with my ID.
 
 I would appreciate any assistance you can offer in order for ThePhoneCasino to pay out my valid winnings that they have decided to void.
 

The Phone Casino - Winnings Unfairly Voided

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