Hej,
Jeg blev for nylig opmærksom på UKGC's Fair and Transparent Terms and Practices -dokument, hvor de viser, hvad rettighedshaverne skal overholde. Herunder hedder det, at licenstager ikke kan "konfiskere hele eller dele af midlerne i en forbrugers indskudsbalance eller på anden måde fratrække ethvert beløb heraf på grundlag af, at forbrugeren ikke har overholdt nogen identitet og/eller alderskontrolkrav fastsat af operatøren (herunder, men ikke begrænset til, en anmodning om at fremlægge specifikke dokumenter eller oplysninger) "hvor indbetalingsbalance betyder" De samlede midler på en konto, der tilhører spilleren (bortset fra bonussaldoen/ begrænsede midler) og altid inkluderer (... ) alle gevinster fra indsatser foretaget med indbetalingen. " Og endvidere siger guiden "Spillere må ikke blive bedt om oplysninger på det tidspunkt, de anmoder om en tilbagetrækning fra deres konto, hvis operatøren med rimelighed kunne have bedt om disse oplysninger på et tidligere tidspunkt."
Og alligevel er der masser af klager fra UKGC -licenserede kasinoer, der henviser til anmodninger, der ikke er i overensstemmelse med dette. Fire eksempler herunder:
https://casino.guru/casino-planet-player-s-oplevelses-problemer-withdrawing-1
https://casino.guru/slotjerry-casino-player-is-experiencing-issues-with
https://casino.guru/casino-lab-player-s-questioning-verification-process
https://casino.guru/win-windsor-casino-player-s-struggling-to-complete
Er jeg forkert ved at tro, at det er brud på licensen? Gælder dette endvidere bare for ID/bevis på adresse, eller er SoF/SoW heller ikke en legitim grund til at forhindre en tilbagetrækning, hvis det kunne have været anmodet om før?
Hi,
I recently became aware of UKGC's Fair and Transparent Terms and Practices document where they list what the licensees must comply with. Hereunder, it states the licensee cannot "confiscate all or part of the funds in a consumer’s Deposit Balance, or otherwise deduct any amount therefrom on the basis that the consumer has failed to comply with any identity and/or age verification requirements set by the operator (including, but not limited to, a request to provide specific documents or information)" where deposit balance means "The total funds in an account belonging to the player (other than the bonus balance/ restricted funds) and always includes (...) all winnings from wagers made with the deposit." And furthermore, the guide says "Players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time."
And yet, there's plenty of complaints from UKGC licensed casinos that reference requests that are not in line with this. Four examples below:
https://casino.guru/casino-planet-player-s-experiencing-difficulties-withdrawing-1
https://casino.guru/slotjerry-casino-player-is-experiencing-issues-with
https://casino.guru/casino-lab-player-s-questioning-verification-process
https://casino.guru/win-windsor-casino-player-s-struggling-to-complete
Am I wrong to think that these are breaches of the licence? Furthermore, does this just apply to ID/proof of address, or is SoF/SoW also not a legitimate reason to prevent a withdrawal if it could have been requested before?
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