Paddy Power (UK) Customer Service Issues

Hello, I am having an issue with a bookmaker. They have not paid me the £[redacted] remaining in my account. The account was closed after I won some money, despite only depositing £10 and receiving £60 in free bets. I successfully withdrew £[redacted], but after providing verification documents on Monday, the account was closed. I submitted my driver's license, NI details, address, debit card copy, and other necessary documents. The bookmaker claimed the verification failed and used this as a reason to withhold my balance. I believe this verification process is an excuse to close winning accounts unjustly. I am seeking the money they owe me, as I have no intention of betting with them or any other company due to this unfair treatment. I am an avid horse racing fan, but I refuse to watch until this matter is resolved. I have evidence of unproductive chat exchanges with the bookmaker, highlighting their questionable practices. It is disappointing when bookmakers preach responsible gambling while mistreating customers. I simply want what is rightfully mine. Best regards, Shaun Rock, Colchester. Thank you.

My account was unexpectedly closed by the Security Team with no chance for appeal and no explanation provided. My Live Chat with Paula yielded no further information or opportunity to contest the decision. While they promptly refunded my original £10 deposit, I had a balance slightly over £13 from my winnings. I am unsure if it's legal for them to withhold this under consumer law. Moreover, I am worried about being blacklisted despite my responsible betting habits. Paddy Power's actions seem unjust and lack transparency. Despite their emphasis on responsible gambling, closing my account without justification has left me frustrated. Additionally, their continued marketing efforts are aggravating.

I have attempted to cancel my bets, but have not succeeded. Instead, the bets have been escalated to each way and to win. I would like assistance in canceling them. Three payments of £12 have been deducted from my Visa card. My name is Brenda Lloyd. I initially wanted each way bets on the following horses: Any Second Now, Snow Leopardess, Longhouse Poet, Fiddler on the Roof, Run Wild Fred, and Cloth Cap, at £1 each way. Unfortunately, I am unsure of the outcome. Can you please help me resolve this issue? Thank you. Brenda Lloyd ([redacted])

I wanted to place a bet on golf at the Southall High Street shop, but the staff there seemed unsure of how to take the bet and provide odds over the counter. When I asked for the price on the Golf Masters Rory, one staff member initially quoted 14-1, but then claimed the price was fluctuating and refused to accept my bet. Despite my request for assistance due to my experience in the betting industry, the staff member on duty was unhelpful and dismissive, even neglecting my inquiries by leaving the counter. Another employee I approached was not knowledgeable either. Eventually, the manager returned and abruptly changed the odds to [redacted]-1, which seemed unreasonable given the earlier quote. When I mentioned my dissatisfaction and threatened to report their behavior to customer service, the manager responded rudely. It was disappointing to experience such poor treatment at a betting shop in Southall, especially when the staff member was not impolite initially.

I would like to file a complaint about a team member at the Kensington High St shop. The employee in question is Nadia. My concern is with her unprofessional attitude and disrespectful behavior toward customers. Earlier today, at 3:54, I placed some lottery bets and handed her my play card. Nadia processed the bets but when I requested to pay with my card, she responded rudely and did not provide a receipt when asked, which is different from how other staff at the branch usually handle transactions. I have experienced this behavior from Nadia for years, where she displays a lack of courtesy or gratitude. It appears that other customers share similar negative experiences with this staff member. It is essential for her to receive training on customer service and proper etiquette.

I am attempting to reach Alice Foster, who works for or is contracted with your company, likely in the surveyor's department. She is handling a rent review for one of our landlord clients. We have only been provided with her email, [redacted], but have not received a response yet. Best regards, Kaysons Solicitors Phone: 0[redacted] Fax: 0[redacted] Warlies Park House Unit 14, North Wing Horseshoe Hill, Upshire Essex, EN9 3SL Website: www.kaysonsolicitors.co.uk Security Alert: Any attempts to change our account details should be disregarded, and you must contact us immediately. Do not make any changes without confirming with the person handling your matter. Kindly verify bank details by phone before making any electronic transfers. This email and its attachments are confidential and privileged. Notify the sender if you are not the intended recipient and delete the message. Use caution with email security and virus checks. Kayson Solicitors do not accept service via email or fax. Consider the environment before printing this email. Thank you.

Subject: Closure of Patrick Yellop's Account - Customer Support Needed I am reaching out regarding the closure of my late father's account, Patrick Yellop, Account No. 128021PY, who passed away on December 12, [redacted]. I had to initiate this process through chat and provided all requested documentation, including his death certificate, will, and ID. I was instructed to send sensitive documents, like my bank statement, to [redacted] to facilitate a refund, which I did on January 21, [redacted]. However, after several attempts to follow up via email, I received a generic response advising to use Messenger/Live chat for quicker assistance. Despite visiting the Youghal Co. Cork branch in person on December 23, [redacted], and submitting necessary documents, I have not received any communication. The lack of responsiveness and the inability to reach your phone lines is troubling. Residing in the UK, I am dismayed by the lack of support during this challenging time. I urge Paddy Power to address these concerns promptly to ensure my information's security and prevent potential identity theft. Failure to provide a satisfactory resolution may necessitate involving online fraud authorities in the UK and Ireland. I hope for a swift resolution and better customer service moving forward. Kind regards, J.A. Caldwell

My account was closed unexpectedly. I am Laura Woods from 1 Limetree Avenue, Antrim, BT41 1NP. My username is laurawds, and I can be reached at [redacted]7 or [redacted]4. My email addresses are [redacted] and [redacted] I only place bets for TV competitions or horse racing occasionally. Could this closure be due to password issues from not using it for a long time and exceeding login attempts? I am looking forward to your prompt assistance. Thanks, Laura Woods

I am currently attempting to withdraw funds from my Paddy Power Account, but unfortunately, my account has been locked pending ID verification. Due to unforeseen circumstances related to domestic violence, I do not have access to traditional forms of identification such as a passport or driver's license. The necessary documents like my birth certificate and bank statements are also not accessible to me at the moment. However, I do have a statement from the jobcentre that confirms my address and personal details, which I am using as an alternative form of ID. I assure you that the money I am trying to withdraw is crucial for me and my daughter to secure a new place to live, and it will be utilized responsibly.

Subject: Urgent Issue with Online Paddy Power Service On the 14th of April [redacted], I had a frustrating experience with Paddy Power's online customer service. Despite being a loyal customer for years, after moving to a new address, I struggled to get assistance through the online chat. The agents seemed unresponsive and failed to address my concerns promptly. Despite repeatedly sending the requested document for verifying my updated address, I was told it would take around 2 hours for the confirmation email to arrive - which caused me to miss out on placing bets for the Grand National on the 15th of April [redacted]. Disappointed, I had to travel to another town to place my bets in person. As of this morning, my account has yet to be updated, and I am seeking urgent assistance to rectify this issue and improve the robotic chat service quality. Thank you, Mrs. R Cairns Kinross, KY13 9SQ

My consumer rights have been violated by Paddy Power. I need to speak with someone before 3 o'clock today as my legal team requires information about your terms and conditions before considering legal action. Some customers did not receive refunds after supporting Lord Lariat, while others did. This situation violates my consumer rights, and I will not tolerate this discrimination. I am representing a group of individuals who feel they were discriminated against by Paddy Power. Treating customers unfairly goes against the law, and we demand a resolution. Thank you.

I recently visited the Paddy Power shop in Finsbury Park to place a bet. Unfortunately, the lady at the customer service was rude and constantly on the phone with her boyfriend. As I was leaving, she loudly instructed me to clean up the table by throwing away a used betting slip. Her attitude made me feel embarrassed and uncomfortable, like I was her subordinate. When I pointed out her behavior, she threatened to call the police and continued to be aggressive towards me. This experience was shocking and completely unprofessional. I have been a customer for over 40 years and have never encountered such behavior from cashier staff. I am concerned about the lack of good customer service and the mistreatment of patrons. I kindly request the Paddy Power team to review the CCTV footage from the Finsbury Park shop on 04/05/23 from 11:00 am to 12 noon to address this issue. Thank you for your attention. - M Shorab from Finsbury Park, London

I placed a lucky 15 bet on Sat with bet no. 0/[redacted]/[redacted]. While Modern Games was racing, I saw the cash out rise to £50 compared to a potential win of £53. I decided to cash out, but the amount suddenly dropped to £9. I would never have accepted such a low offer since the horse won moments later. I am upset because I believe Paddy Power has unfairly benefitted from this mistake, considering my long-standing loyalty to their platform. I am hopeful they will rectify this issue promptly.

I'm disappointed with the service I received from Paddy Power today regarding my Best Odds Guaranteed bet. I placed a bet at odds of 9/2, but the starting price was 11/2. I contacted customer service, but only seemed to be interacting with bots who just repeated the BOG rules that didn't apply to my situation. After four hours, I finally spoke to a human named Leo on my fourth chat attempt, and he resolved the issue in just 10 minutes. Overall, the experience was frustrating and the service from Paddy Power was shocking. They initially failed to settle the bet correctly and seemed to obstruct my efforts to resolve the matter.

I am over 90 years old and have enjoyed betting on horses with PP. Unfortunately, I accidentally set my loss limit for the wrong timeframe. It should have been per week instead of per month. I have closed my account and am unable to add funds. Can I open a new account with a different company, or will it also be blocked? I have difficulty walking, and the nearest betting shop is too far for me to visit frequently. I would prefer to bet online. Any assistance you can provide would be greatly appreciated. Thank you, Reg Watts.

While playing a machine at your Irvine shop in Ayrshire, Scotland, I received 25 free spins. Unfortunately, the machine froze after only nine spins. It was switched off and on again, causing me to lose the remaining 16 free spins. Despite discussing this with various individuals at your company, I have yet to receive a satisfactory answer. Recently, upon returning to the same shop, I was informed that there were no winning spins within the 16 spins that I missed out on. I find it puzzling how this conclusion was reached, given that I did not use those particular spins myself.

Hello, As a loyal customer, I have noticed a recent change in the information displayed on the screens in your shops. The large square in the right-hand corner showing the time and Paddy Power TV channels 1, 2, and 3 is obstructing the view of traps 1 and 2 at most greyhound traps, causing some runners to be obscured during the race. My friends and I strongly urge you to resize this display to a smaller size or relocate it to the top right-hand corner where it does not interfere with the action. We are passionate about this issue and may have to switch to another bookie if it is not rectified. Thank you, Keith

I am experiencing issues resolving a problem through your help section. I have an active account and I regularly place bets with your platform. Yesterday, there was a promotion offering a refund if the horse placed second or third. I placed a £10.00 bet on Island Native at 7:10 PM at Wolverhampton. The horse finished 2nd, but I have not received my refund. My bet reference number is 0/[redacted]/[redacted]. I kindly request assistance in addressing this matter promptly. I prefer phone communication as I struggle to navigate the message center. Your prompt attention to this matter is greatly appreciated. Thank you.

Yesterday morning, I visited one of your shops in SOHO, Chinatown to play slot machines. When I tried to cash out my ticket, the cashier informed me that the computer was not working and to return in the afternoon. After coming back twice, both times receiving the same response, I was not able to cash out my £[redacted].52 ticket. It seems your system was manually operated, and I feel disrespected as a customer for the inconvenience. I contacted customer service, spoke with a rude young man, and am unsure when I will receive a refund for my ticket. This situation is frustrating, and I hope you can train your staff on better customer service. Please resolve this issue promptly. Thank you.

I visited your shop on Mile End Road near Mile End station in London. I noticed two staff members taking a break outside the counter, and when they returned, it took them 25 seconds to get back behind the counter. I wanted to place a £5 bet, but by the time they came back, the race had already started. I was lucky that the selection I wanted to bet on lost. This experience was a disappointment, and I won't be betting there again. It's unacceptable for staff to prioritize tea breaks over serving customers promptly. I hope this issue can be addressed, as it's not a good way to treat customers. Thank you for your attention to this matter. Regards, Stuart.