Paddy Power — player complaint #64262, 2020-01-03: account blocks

I had £60.05 in my Paddy Power account. I saw it shoot up to £307.75 for no reason. I did not make any bets. I looked at my settled bets history. I saw a bet I did not make: Bet ID [EDIT] W: HC Barys v Kunlun Red Star - 1st Period Match Betting HC Barys 4/1 Stake £61.55 Returns £307.75 I DID NOT MAKE THIS BET. The stake is more than my account balance at the time (£60.05) so it would of been impossible for me to make that bet. The bet won and my account went up to £307.75. I contacted the Live Messenger Support and quoted the Bet ID and asked what had happened. They did not reply and closed my account. I was then force logged out and tried to contact their support team. Transcript below: You at 14:24, Dec 30: Hi my account just got closed when I contacted the live chat Read Info at 14:24, Dec 30: You are now connected to Paddy Power. Paddy Power at 14:24, Dec 30: Sorry to hear your account has been suspended, have you verified your account by providing proof of age and address? You at 14:25, Dec 30: No Read Paddy Power at 14:25, Dec 30: I've run into some trouble. I'll transfer you to an agent who can help you with your query. Info at 14:25, Dec 30: This is [EDIT] and I will be looking after your query today. I will aim to reply within 2 minutes. [EDIT] at 14:27, Dec 30: Hello there, Welcome to our Live Messaging Service, can I get your email address please? You at 14:27, Dec 30: [EDIT] Read [EDIT] at 14:28, Dec 30: Can I please have your Father's first name and your Date of Birth for Security reasons? You at 14:28, Dec 30: [EDIT] Read You at 14:28, Dec 30: 22/11/1992 Read [EDIT] at 14:29, Dec 30: I see from your account that it has been closed under commercial grounds. This is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this. This action has been taken by the security department. Apologies for any inconvenience. You at 14:32, Dec 30: can you contact the security team then to find out whats going on? The Live Messenger agent I contacted was you ([EDIT]) as I saw a bet I didn't make on my settled bets history. I have the screenshots saved. Read [EDIT] at 14:33, Dec 30: Unfortunately not, this is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this You at 14:34, Dec 30: what does this is a business decision mean Read [EDIT] at 14:35, Dec 30: I would have no further information in relation to this. You at 14:36, Dec 30: then who does Read [EDIT] at 14:37, Dec 30: This action has been taken by the security department. Apologies for any inconvenience. You at 14:38, Dec 30: so what happens to my account balance Read [EDIT] at 14:39, Dec 30: The account could not be reopened or any other account set up with us. I would have no further information in relation to this. You at 14:43, Dec 30: do you have any information on what I do now Read [EDIT] at 14:44, Dec 30: I would have no further information in relation to this, as I mentioned. You at 14:47, Dec 30: if you have no information on my account or its balance, and you just closed the account, then haven't you just stolen the money? Read [EDIT] at 14:48, Dec 30: I see from your account that it has been closed under commercial grounds. This is a business decision and the account could not be reopened or any other account set up with us. I would have no further information in relation to this. This action has been taken by the security department. Apologies for any inconvenience. [EDIT] at 14:53, Dec 30: Seeing as things have gone quiet, I am going to close this message. If you need to you can simply drop us a message and either myself or my colleagues will be able to help you. Conversation closed by the agent at 14:53, Dec 30: Survey at 14:53, Dec 30: We would love to get your feedback with one quick question ? Survey at 14:53, Dec 30: Based on your experience today, how likely would you be to recommend Paddypower to a friend? (Where 10 is most likely and 0 is not at all likely. If you would prefer to skip the question you can type skip below) You at 14:53, Dec 30: 0 ? Read Survey at 14:53, Dec 30: We’re sorry to hear that, please let us know how we can improve? You at 14:54, Dec 30: I'm not going to drop this Read Survey at 14:54, Dec 30: Thank you for your time.