Coral - Account 'Suspended'

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spanjones
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Coral - Account 'Suspended'

Post by spanjones » Mon Jul 30, 2018 9:13 am

Hello, new poster here.

The reason for me joining the site/forum was to try and see if anyone else had been in a similar situation to me.

During Wimbledon last year, I had a succession of successful bets and had won what was a relatively large sum by my standards - this tied in with some decent luck on the horses and some football as well. I'd accrued around £5k or so.

I've been signed with Coral for probably 10 years or more. I had only had issue previously, which related to a promotion being withdrawn from my account, which was remedied after taking the complaint to IBAS.

I had already withdrawn £1-2k whilst continuing to bet, and had requested a withdrawal of around £3k. The withdrawal was showing as processed having been pending for a day or so, but within 24 hours, my account had been blocked/suspended, and the withdrawal had been cancelled at the bank. I contacted Coral's help (lol) team and spoke to two different people; one advised the account had been suspended due to 'abuse of tennis markets', and one advised that it was an error and the account would work again shortly.

A couple of weeks elapsed and nothing had changed with my account, so I raised a complaint with IBAS. Here we are twelve months on - despite chasing IBAS on several occasions, on the few occasions I've had a response, they have advised that Coral have failed to respond to them. Is the 'independent' party, I have asked IBAS whether Coral have any particular service level agreements in place when complaints are raised with them; IBAS have failed to respond on this point.

So here I am, thirteen months down the line after lodging a complaint, and absolutely nothing has happened from Coral's end of things. I've recently tried contacting Coral again about this to try and get an actual explanation - the last response advised that it was a 'business decision and the account will remain closed'; there was approximately £1k still in the account, plus the £3k withdrawal that had been stopped, and I am at a loss as to how what they have done can be in any way legal, even amidst the usual dodgy bookies' terms and conditions.

I feel like the only way I will get a resolution is to take legal action and issue a claim in the Small Claim Court. Whilst I still have plenty of forum browsing to do, does anyone have any experience of doing this?

Jimmy Justice
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Re: Coral - Account 'Suspended'

Post by Jimmy Justice » Mon Jul 30, 2018 2:35 pm

Hi,

Thank you for your post.

If you have done nothing wrong Coral can't keep your money, because it's theft.

Based on what you outline and nothing else (I don't have Coral's side) it would seem IBAS has let you down, sadly this occurs too frequently, so you are left with a small claim. When you consider a small claim all you have to do is think, would I stand up in court and provide evidence to prosecute Coral? If the answer to the question is yes, you should start the small claims process now. Our advisory leaflet has a section on this: https://justiceforpunters.org/wp-conten ... -08-17.pdf The following is also very useful: https://www.citizensadvice.org.uk/law-a ... l-claims/ It's vitally important you follow the correct process.

Only you know the full story, but if you know you've done nothing wrong, it's extremely likely Coral will settle out of court, probably after delaying things for as long as they dare.

I hope this and the links help? Feel free to repost questions here or use info@justiceforpunters.org

JJ

ps: If you have done something wrong; don't do it.

spanjones
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Re: Coral - Account 'Suspended'

Post by spanjones » Tue Jul 31, 2018 10:23 am

Thank you for the reply.

IBAS just seem to be passing the onus onto Coral. They say they've attempted to contact them, but haven't confirmed how often, exactly how or whether Coral have an obligation to reply within a certain time period.

Looks like it may be the Court route as Coral have stopped replying (having responded to a few e-mails last week), and the handler at IBAS appears to be incognito.

Jimmy Justice
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Re: Coral - Account 'Suspended'

Post by Jimmy Justice » Thu Aug 02, 2018 10:08 am

IBAS are a shambles at times, impossible to get hold of. Coral are one of our most complained about companies, so you may be 'hitting a brick wall'?

The court route decision should not be taken lightly, but ask yourself one question, "If it came too it would I stand up in court and give evidence against Coral?" If the answer is yes, go ahead and send a 'letter before action' and it confirms to them you've done nothing wrong and you aren't going to have your money stolen.

Conversely, if you're not sure, don't do it.

JJ

Del
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Re: Coral - Account 'Suspended'

Post by Del » Sat Aug 04, 2018 10:11 am

Jimmy is right. If you've played fair with Coral then it is theft on their part.

You've quite some patience really as personally I'd have launched a money claim a long time ago. It will cost just over £200 to make a claim for £4k using Money Claim Online and be sure to claim the 8% daily interest you are entitled to from the date the money was owed. Just make sure you send a formal Letter Before Action and clearly detail the basics of your claim on the claim form.

If they don't contest it you can apply for a default judgement and they will be ordered to pay you. If they contest it, you'll be in for a few months wait for a hearing date. But as Jimmy says, if they know you've done nothing wrong, they will just as likely settle sooner or later.

Too much abuse of the courts system by bookmakers these days. But they rarely get into court for a reason.

Jimmy Justice
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Re: Coral - Account 'Suspended'

Post by Jimmy Justice » Sun Aug 05, 2018 10:12 am

Seconded Del. Good advice.

JJ

spanjones
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Re: Coral - Account 'Suspended'

Post by spanjones » Tue Aug 07, 2018 9:22 am

I actually received a rare reply from IBAS since I posted - not much by way of an update, but they confirmed that they had received a response from Coral (albeit NINE months after they raised the case with them) and that they had requested further information from Coral in regards to their stance - what their stance is exactly wasn't confirmed within the e-mail, but there has been a tiny bit of progress at least.

Jimmy Justice
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Re: Coral - Account 'Suspended'

Post by Jimmy Justice » Wed Aug 08, 2018 8:49 am

Thanks for the update.

Nine months for a response - is that a joke system, ADR, bookmakers and regualtor or what? Absolutely disgusting.

JJ

spanjones
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Re: Coral - Account 'Suspended'

Post by spanjones » Thu Aug 09, 2018 11:44 am

Couldn't agree more. I've asked time and time again whether Coral are duty/legally bound to respond within a particular timeframe but have never had this point addressed - I'm wondering if issuing a Claim Form on Coral would result in the same lengthy delays and an easy application for a Default Judgment :D

Jimmy Justice
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Re: Coral - Account 'Suspended'

Post by Jimmy Justice » Fri Aug 10, 2018 8:49 am

If you submit a claim they will meet the deadlines!!

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