Hello, my name is XXXXX XXXXX it is my pleasure to assist you with your question today. What help do you specifically need?
Hi Ben, I have signed up for an online gaming website royalgames.com which to my knowledge is registered in UK. I made a deposit and played some cash games. I was only able to withdraw my winnings if the turnonver was 4 x bigger than initial deposit. So I only withdrew my winnings (£140) after that happened. I recieved email from them saying my withdrawal will be processed via paypal within 14 days. I continue playing games, since then I won another £480. On 29th of April my account was blocked. When I asked for the reason they told me I need to provide copy of my ID in order to process the payment of the winning which I did. Then they said they received it, however their security system indicated I had previous experience in their gaming, so they asked if I had practice account with them, which I replied to that I didn't, however I played skill games online including facebook (they actually have got 2 similar games on facebook) for years. Since then, there is no reply from them at all.
£600 is a lot of money for, I did research about them and it seems it's a common practice with them not to reply and close account without any notice.
ok so do you need to know the steps on taking the matter further basically?
yes, I was wondering if writing to the gambling commision would help
they don't have an address, they don't have phone number,
the most frustrating thing is they just ignore me, they don't tell me what's wrong, they just say they need to 'investigate it'
i told them I played these games in good faith, that I won the money in fair tournaments, when you play against a person with similar skills, I pointed out, that although I was winning at the beginning as my skills raised and I moved to a higher level, I started loosing as well, that I played different games and in some of them I was loosing all the time, so naturally I was only playing games when I felt I stood a chance to win!
I am pretty despreta at this point, because I don't know how to force them to give me straight forward answer
ok give me a few mins please
As you mentioned you could contact the Gambling Commission to make a complaint about the site, on the assumption that they have failed to deal with your complaint adequately. Details of how to do this can be found here:
Looking at the terms and conditions of the site, it says that the company behind the site is actually registered in Malta, although checking Companies House here there are a couiple of companies with the same name that operate through the UK and their address is:
Midasplayer (Skills) Ltd and Midasplayer.com Ltd
If the GC does not help, then you can consider taking the matter further directly with the company and via the courts. It is recommended that the process follows these steps:
Whatever correspondence is sent, it is always advisable to keep copies and use recorded delivery so that there is proof of delivery and a paper trail. The court may need to refer to these if it gets that far.
ok, I just sent them yet another message via their website today, I will give them time till tomorrow to reply to that, then I will send them a letter,
I obviously don't want to go to court, the money I won, is not worth the cost I would have,
could you possibly have a look at the company T&C's and tell me if there is anything else what stops them from paying out the winnings
I only found a reason that if you have got 2 accounts,
also, if that company is registered in Malta, would the UK gambling commision deal with it?
That could take some time to go through and won't be covered by the original query I'm afraid so you will need to post a separate question. and whilst it says the company is registered in Malta, as mentioned there are mirror companies in the UK through which they could operate in this country and the GC could still deal with them
Can I assist any further?
Well, I'm not sure at this point, to be completely honest I expected a bit more from a lawyer,as the information you provided I could find myself apart from the steps to take. I , lprobably needed the most help with reviewing the t&c, so they can't surprise me with saying that it's in their t&c. Thanks anyway, I will pay you the fee
Thank you, XXXXX XXXXX the initial fee you only get 10mins which obviously would cover the conversation we have had so far and the information provided, if you want me to look at T&Cs then that would take some time hence why it won't be included in the initial fee - it's not that we can't do it, but it would have to be done as a separate query