Casino Calzone Withdrawal denied

SOOTY_

SOOTY_

New member
Hi guys,  been with Calzone for a couple of months,  might have signed up via NickSlots link (can't really remember though) ... Made some deposits,  cashed out once or twice nothing major.  Anyway,  made 5-6 deposits last week and eventually broke even so thought I would withdraw (sensible thing to do!)

Anway now they are asking for some verification? (which I thought was not allowed anymore via the Gambling comission rules change a few months ago regarding asking for further ID after reasonable time) .  I've made a withdrawal or 2 before with no problems,  and I'm probably still net loss down 1k?  

Can anyone comment on the below chat transcript?  They are basically saying their own terms and conditions overrule the Gambling Commissions new law?  I have no idea,  am I wrong or are they just being arkward?

I have no problem giving them a photo of my driving licence or passport,  but a paper photo or a utility bill,  bank statement etc,  it's 2019! I don't get anything by paper and they will not accept a screenshot only a PDF .  

It's a bit rubbish really as they are a well decent Casino,  but I'm probably going to pass them off after this,  Casumo,  LeoVegas,  Rizk,  SkyVegas,  DreamVegas ... never had this problem with them at all

What's worse is,  I can cancel my withdraw and gamble it at anytime !!!


 

Bernhard
Customer Care
 





Richard
Withdrawal approval



Bernhard
Hey Richard, how may I assist you regarding your withdraw ?



Richard
Hi, I've had a withdrawal awaiting approval for 2 days, I don't know what's wrong... I've had approvals gone through quickly before but this one seems to be taking ages



someones earlier said they would sort it out for me but nothing happened?



Bernhard
let me have a look could you please confirm your date of birth and home address in order to check your account.



Richard
 



Bernhard
thank you for confirming the details, I will have a look one moment please



Richard
Thank you



Bernhard
I thank you



I can see you the issue with your withdraw request. We need to validate your account in order to process this withdraw



In your Calzone account you have the section validation



and can upload a proof of ID, a proof of Address and a proof of payment



Richard
LCCP changed the law regarding this recently



Please can you check condition 17 part 2 regarding customers wishing to withdraw funds must not result in a requirement for additional verification as a condition



This is from the Gambling comission



Bernhard
your totally right but you exceeded the normal amount of withdrawing and if the amount exceeds 2000£ we need to request this documents



Richard
I have not requested more than 2000 euro's



Bernhard
Total withdraws + plus net gaming are at the limit



I wouldn't ask you if this wasn't requested by my validation team



Richard
I'm almost positive you cannot accept so many deposits from me and then ask for this



Bernhard
Its in the terms and conditions



Im sorry Richard if I had a plan B for you I would have offer this



Richard
I'm a bit disapointed as I joined here via one of your affiliates on twitch



Can you state what you require from me to get this moving?



Bernhard
sure



Richard
I can provide photo ID with address, but I do not have paper utility bills as nobody in this era of technology gets them via paper



Bernhard
-Photos of back and front of your ID/ Passport or driving license and Proof of address document issued within the last 3 months (utility bill, bank statement or latest tax bill)
Please make sure that all 4 corners of the documents are visible on the photo.



no worries, I cant remember when I had seen one on paper



Richard
Ok this is where the problem is, nobody gets banks statements or utility bills or tax bills in paper



Bernhard
you can sent us a pdf file



with the bill and we can accept this as well



Richard
No I cannot send you this as I do not have



Bernhard
please no scans and no crops



Richard
I get a paper tax bill, bank statements come once a year and are online



utility is all on my ap



app*



Bernhard
Or the bank statement as pdf showing your address



and you can download this as pdf



im sure but you dont need to



you can choose from the above



Richard
I can send you a driving licence photograph



including name and address



Bernhard
ok this is the proof of id and we will need a proof of address as well with the same address showing on your id



Richard
My driving licence has my address on



Bernhard
correct and we will need a documents proof of address document issued within the last 3 months (utility bill, bank statement or latest tax bill)



Richard
I do not have these in paper form or PDF form sorry



I can provide you with driving licence



Bernhard
you can download one from you online bank app



as everyone else do



if you need assistance you can ask your bank to guide you how to do this



Richard
Can you just state right now for the record, your own terms and conditions are against those of the gambling comission?



For the record this chat is being recorded



Bernhard
no Richard we are working together, as I mentioned because your withdraw amount exceeded the normal validation status we need this documents as I explained earlier



yes it is



Richard
Normal validation status does not apply to gambling comission



Bernhard
and also I will sent you the complete chat history



so you can have a copy of your conversation today



Its in the terms and conditions



Richard
I'm reading the website now Bernhard you cannot imply rules for ID when customers wanting to cashout based on your own terms and conditions



Bernhard
however Richard I think I explained everything you need to do in order to assist you further



Richard
those are you're terms and conditions



Bernhard
please let me know if there is anything else you need help with



yes and you agreed to them when you created your account at our casino



Richard
Those terms do not superceed those of the gambling comission



Bernhard
again let me know if there is anything else you need my assistance with



Richard
I think you need to escalate this



Bernhard
I will create a complaint for you



no worries



also if you want to complain regarding the terms and conditions you singed up for



Richard
I like Casino Calzone and joined via an affiliate NickSlots who I understand generates quite a bit of revenue for you guys



Bernhard
22.1 If you wish to make a complaint regarding the Website, the first step should be, as soon as reasonably possible, to contact Customer Services via the LiveChat function on our Website www.Casinocalzone.com or by emailing us at support@Casinocalzone.com.



Richard
This is where you are getting confused, Calzone's terms and conditions cannot overrule those from the gambling commission!



Bernhard
Its our casino and as far as I know all players have to follow the rules



Im sorry Richard



Richard
Doesn't apply



Bernhard
I think there is nothing more I cant do for you



Richard
Regulators are above



Can you check with you're boss?



You cannot make up your own rules regarding taking deposits and paying out!!



Bernhard
I know that I have to follow this rules and checked already with the relevant department



its not my rules by the way



Richard
Can I see your bank statements before I give you money?



Bernhard
Im sorry Richard this are the rules



Richard
Can you e-mail me this chat transscript? It's going on CasinoGrounds forums tonight



I've got it copied anyway just rather have your version



Bernhard
Sure, as I already mentioned



is there anything else I can help you with?



Richard
Can you send a copy including everything we've said



I don't have a problem with you Bernhard by the way I am sorry, I just find this daft in 2019



Bernhard
yes



Richard
I can ship you almost a grand and you can't send me a couple of hundred



Played 20+ casinos online never had this problem and I'm going to put this on a public forum with over 30k members, can't see it going down well for you guys!



Bernhard
I understand your concern Richard and thank you for you understadning



please let me know beside this if there is anything else you need help with?



 
Shocking. I’ve just read that section in the legislation and I can’t see anywhere where it states this £2,000 limit he’s just made up. Wonder if Nick can help you out?

 
Ring your bank and change some things so you start recieving through post you can request statement jn post you can use this if im on the right page with this      Should work not sure if im right just a thought

 
Well the goal is to get your cash out you know what to do if you want it. And its separate if your not happy with the way they do things  you said you didnt have paper. this was a possible solution what i advised to change the way you recieve staments by ring your bank that was my point to your point mate! As for the way they do things it sucks

 
From what I read in the conversation you posted, it says that electronic statements are perfectly alright. I have verified myself on Calzone as well using utility bill for my mobile phone. And no I haven't used any contacts for my verification. I'm pretty sure you can login to your internet provider webpage and view bills there - as you said it's 2019. I can access those in Malta for my internet and mobile phone. No casino has ever refused those, including Calzone.

I recommend you send one of these to Calzone and am sure they will accept it. If not, please PM me your email you use to login to Calzone and I'll contact them.

As for the 2000GBP limit , that's something pretty standard across all casinos. They can require verification at any time though as most of them have that written in their terms and conditions. By using a casino you agree to their terms automatically.

 
'A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.'

'Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID. Last year, on the back of action it had undertaken in the remote gambling sector, the Competitions and Markets Authority (CMA) provided its view that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements)'

Taken directly from the Gambling Commissions website mate, show this to Casino Calzone and inform them that if your withdrawal is not processed immediately then you will be contacting the UKGC and they will be facing repercussions for their actions, as they are quite blatantly ignoring the regulations to which they must abide. 

 
jchneo said:
'A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.'

'Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID. Last year, on the back of action it had undertaken in the remote gambling sector, the Competitions and Markets Authority (CMA) provided its view that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements)'

Taken directly from the Gambling Commissions website mate, show this to Casino Calzone and inform them that if your withdrawal is not processed immediately then you will be contacting the UKGC and they will be facing repercussions for their actions, as they are quite blatantly ignoring the regulations to which they must abide. 
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That's exactly what I've read... so what are we saying ?  Both cannot be correct? Totally see what you are saying Skylined87 but who is correct??

 
Skylined87 said:
From what I read in the conversation you posted, it says that electronic statements are perfectly alright. I have verified myself on Calzone as well using utility bill for my mobile phone. And no I haven't used any contacts for my verification. I'm pretty sure you can login to your internet provider webpage and view bills there - as you said it's 2019. I can access those in Malta for my internet and mobile phone. No casino has ever refused those, including Calzone.

I recommend you send one of these to Calzone and am sure they will accept it. If not, please PM me your email you use to login to Calzone and I'll contact them.

As for the 2000GBP limit , that's something pretty standard across all casinos. They can require verification at any time though as most of them have that written in their terms and conditions. By using a casino you agree to their terms automatically.
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Not sure you are getting his point, they are not allowed to request verification at the point of withdrawal when they have had ample time prior to this to verify, this is clearly stated. This £2000 limit is nonsense, a casinos so called terms do not overrule the regulations set by the UKGC, doesn't matter if it is standard across all casinos, they do not have the power to impose such terms.

 
jchneo said:
'A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.'

'Operators should also remember that they cannot confiscate a customer’s funds on the basis that they have not provided ID. Last year, on the back of action it had undertaken in the remote gambling sector, the Competitions and Markets Authority (CMA) provided its view that consumers are legally entitled to money which they have deposited in their account, to winnings made with money they have deposited and gambled, and winnings made from a bonus where the relevant conditions have been met (subject to AML or other regulatory requirements)'

Taken directly from the Gambling Commissions website mate, show this to Casino Calzone and inform them that if your withdrawal is not processed immediately then you will be contacting the UKGC and they will be facing repercussions for their actions, as they are quite blatantly ignoring the regulations to which they must abide. 
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They might be requesting it for another obligation like it says

 
@SOOTY_ as I mentioned in previous post, there is a part that I quoted. 

@jchneo please read reply I made to you. 

So in short, yes they can require verification due to AML and regulatory requirements. 

 
jchneo said:
Not sure you are getting his point, they are not allowed to request verification at the point of withdrawal when they have had ample time prior to this to verify, this is clearly stated. This £2000 limit is nonsense, a casinos so called terms do not overrule the regulations set by the UKGC, doesn't matter if it is standard across all casinos, they do not have the power to impose such terms.
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You also missed they can request it for another obligation

 
Skylined87 said:
This is the part where they have to follow anti money laundering and other regulatory things - so yes they require a proper verification.
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No sorry but they are still not allowed to prevent withdrawal as it is their own duty to verify this player prior to this withdrawal request, he said he has been with them 2 months, they should have verified his account within the first 72 hours, if not, they have gone against regulation, and if he did verify which he must have otherwise he would not have been able to continue to play and deposit again, then they cannot request verification again once a withdrawal is requested, it's as simple as that. I thought you casino experts would know the rules!

 
jchneo said:
No sorry but they are still not allowed to prevent withdrawal as it is their own duty to verify this player prior to this withdrawal request, he said he has been with them 2 months, they should have verified his account within the first 72 hours, if not, they have gone against regulation, and if he did verify which he must have otherwise he would not have been able to continue to play and deposit again, then they cannot request verification again once a withdrawal is requested, it's as simple as that. I thought you casino experts would know the rules!
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 They cant prevent For verification purposes only it seems if already done so. but can request for other purposes thats what i get from it

So id get the answer why do they need it .then you will know if they are breaking rules i would find out first. But might not say depends

Anyway i posted because he said he didnt have what was needed  so i had a solution! Even tho skylined can offer better advise here

 
I've made in excess of £1,000 in deposits,  no problems and 2 withdrawals (not exceeding the deposit value) with no problems.... only now.   I mainly play on Casumo and prior to that SkyVegas and have far exceeded those values with those 2 sites,  this is the first time I've experienced this issue.  It's a massive grey area that a consumer can deposit vast amounts of cash and run into this problem.  If I did a £1,000 deposit on Calzone right now I have no worry that it would go through without a hitch on their end,  and also the money I wish to withdraw is fully available to cancel and play with as of now! It's just very very complicated.  Imagine you are living with parents or a friend or something,  does that exclude you?  do you download war and peace in PDF and have a 'scroll through' the terms and conditions?  C'mon.....  I get the consensus here will be to protect Calzone as it's well affiliated here,  but seriously???  Not blaming anyone on this forums BTW,  just frustrating really as you can shell 1000's in their direction without seeing their 'stuff' 

Xxxxwildingxxxx said:
 They cant prevent For verification purposes only it seems if already done so. but can request for other purposes thats what i get from it

So id get the answer why do they need it .then you will know if they are breaking rules i would find out first. But might not say depends

Anyway i posted because he said he didnt have what was needed  so i had a solution! Even tho skylined can offer better advise here
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Jesus Christ,  can you withdraw some grammar while you are at it!!.  Takes me 3 times to read your post's ! 

 
Last edited by a moderator:
SOOTY_ said:
I've made in excess of £1,000 in deposits,  no problems and 2 withdrawals (not exceeding the deposit value) with no problems.... only now.   I mainly play on Casumo and prior to that SkyVegas and have far exceeded those values with those 2 sites,  this is the first time I've experienced this issue.  It's a massive grey area that a consumer can deposit vast amounts of cash and run into this problem.  If I did a £1,000 deposit on Calzone right now I have no worry that it would go through without a hitch on their end,  and also the money I wish to withdraw is fully available to cancel and play with as of now! It's just very very complicated.  Imagine you are living with parents or a friend or something,  does that exclude you?  do you download war and peace in PDF and have a 'scroll through' the terms and conditions?  C'mon.....  I get the consensus here will be to protect Calzone as it's well affiliated here,  but seriously???  Not blaming anyone on this forums BTW,  just frustrating really as you can shell 1000's in their direction without seeing their 'stuff' 

Jesus Christ,  can you withdraw some grammar while you are at it!!.  Takes me 3 times to read your post's ! 
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Ill try but you understand right!

Im not good at grammer

 
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