The player from Ontario had successfully verified and deposited into his casino account, participating in a welcome bonus before his account was blocked. He discovered that he was supposedly self-excluded from one of the brand's platforms, despite having been allowed to register and play, and was now seeking a refund of his $100 deposit. The Complaints Team had attempted to gather more information from the player, but due to a lack of response to inquiries and reminders, the complaint was closed at that time. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Party Casino Ontario - Player’s account has been closed during wagering.
Closed
Our verdict
Player stopped responding
Amount: C$100
Party Casino Ontario
Safety Index:HighCase summary
Discussion
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3 months ago
Hello,
I went to live chat facility and confirmed that I do not have any account with them and I opened account and successfully completed my verification and I was allowed to deposit. I took a part in 100% welcome offer so my total balance with added bonus is $200 than, I played few rounds on big bass splash and my account was blocked by them. My balance was $89 at that time and I still had to wager but as my account blocked I was unable to wager than I considered to get in touch with support, support came out with conclusion that I am self excluded on their one of brand so I can’t play here.
as they allowed me to open account, they allowed me to submit documents and verified, they allowed me to deposit and play few rounds so why they blocked me in between the wager period???
i am seeking for my $100 deposit refund as soon as possible
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Party Casino Ontario. I have checked the Terms and Conditions of the casino and have found the following rules:
20.2
If You have elected indefinitely self-exclude from any of the Platforms provided by any Group company, You acknowledge and agree that You are not permitted to open or use an Account with any other Group company ('Additional Group Account') during the period You have selected.
20.2.1
In the event that you have managed to open or use an Account with any of the Platforms provided by any Group company while you have elected to self-exclude, We will take all reasonable measures to prevent You from wagering any real money gameplay across our services within 48 hours. In the event that we are able to link Accounts opened on a Platform provided by any Group company to self-excluded individuals, We shall take all reasonable steps to prevent access to that Account within 48 hours of becoming aware.
20.3
In the event of a breach by You of 20.2 above, We and/or any Group company shall additionally be entitled (but not obliged) to suspend any funds You may deposit (or have previously deposited) in any Additional Group Account.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise if you have previously requested self-exclusion from any casinos owned or operated by ElectraWorks Maple Limited?
- Have you ever self-excluded from other casinos regulated by Ontario iGaming?
- When exactly did you create an account at Party Casino Ontario?
- When was your account verified?
- Has the casino informed you whether they will refund your deposit to you?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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3 months ago
Dear daksheshpatel6,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
