Party Casino - Player’s struggling to complete the account verification.

Hello,

This is an odd complaint due to the casinos poor behaviour. I'm not sure if it is due to their ignorance or there is something lost in translation/inadequate staff.

I used my revolut card to play at Party Casino. I was able to withdraw via bank transfer to my Irish bank however. I then didnt play for over a month and in that time closed my account with revolut due to my account being frauded (they have bad security). I therefore asked Party Casino to remove my revolut card from the account as I no longer had it or banked with revolut. They asked for something from the bank saying the account was closed and a bank statement from the bank I was withdrawing the money to (my irish one). I provided the email confirmation from revolut and my bank statement. This all seemed okay, but then Party asked for another POA. I sent my three phone bill. This was accepted. I then got an email saying they needed an official stamped cancellation statement from Revolut. I explained Revolut (as everyone knows) is an online banking and do not do this. I again sent them to email from Revolut stating the card was not active and the account was closed. They just seem to be acting like that email doesnt exist and are ignoring me when I explain this is all Revolut provide.

Party have now blocked me access to my account?

None of this makes sense nor is it inline with MGA guidelines or Consumer law. They allow bank transfer withdrawals (I was able to do one previously to my irish bank when the revolut card was active and they had no bank statement from me). Now, ive asked for the card to be removed and verified the bank I am withdrawing to, but this has caused them to block my account and attempt the theft of €2000?

I need you to help here as this is not correct.

Dear Stefanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I am fully verified. It seems to be they are not understanding or accepting the cancellation email confirmation from revolut regarding my account.

I just wanted my old revolut card removed due to fraud on the account.

All withdrawals from Party have been sent via bank transfer to my Irish bank. So I don’t even want to withdraw revolut. I just want the card removed.

hope that’s clear

I think I understand that you wish to have your Revolut card to be removed from your casino account, is that correct? What I don't understand is why the disputed amount is €2,000. Has there been any unauthorized transaction carried out?

Sorry, no.

My revolut was frauded. Unauthorised transactions took place on watch sites. So I closed my revolut as was not happy with this.

The €2000 is locked in my party casino as they have locked my account as were requesting the cancellation of card/account proof from

revolut. I sent party this and have provided you with the same.

Party had allowed me to withdraw via bank transfer to my Irish bank (which is verified with them). I just wanted them to remove the old revolut card so I could add my Irish bank card.

But they are now acting like this and I cannot withdraw any money as cannot get in the account.

So the funds are still locked inside your casino account, correct? Are those funds winnings or deposited money?

Yes. Numerous deposits and some winnings.

But I understood that you've submitted the required document from Revolut, is that correct?

Yes I have.

I attached the official cancellation confirmation from revolut to this original complaint.

Just a short recap, please. Could you confirm the following events:

• your active balance is €2,000
• you wish to withdraw it via bank transfer to my Irish bank
• your casino account got blocked after requesting the Revolut payment method to be removed

Looking forward to hearing from you.

This is correct

Thank you very much, Stefanie, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Stefanie,

I am sorry to hear about the issues you are experiencing. I will try to contact the casino and see if I can help you with this.

We would like to invite Party Casino to join the conversation and to aid in the resolution of this complaint.

Dear Party Casino,

Can you please clarify what is happening with the player's account and the removal of the Revolut payment option?

Juts to update the complaint.

Revolut have sent me a partial statement of the card that was frauded with the card number on it (after one week of chasing). I have sent this to party casino as they confirmed on email this would be okay. They also have the email from revolut confirming I have now shut the account with revolut.

Thank you for the additional information, Stefanie.

We will await a response from the casino.

Further additional information.

The casino 'SEEMS' to have accepted the statement. They simply replied requesting EVEN MORE information. They have now requested proof of the deposits leaving my revolut into the party casino. So I have now had to contact the risk team again at revolut to request the transactions that I did not flag as fraudulent.....

Thank you again for updating us, Stefanie.

Have you been able to obtain the required information to send to the casino?

Kind regards,

Adam

Yes. I have sent everything.

However they replied an hour later and had ignored everything I sent. They then said as I had not sent the statement my account was closed and they were STEALING my money!

I reiterated that I had sent the required information and they said they would disregard future emails.

I can email you all evidence. I assume the casino is ignoring you

Hello Stefanie,

I am sorry to hear you are experiencing further issues. Please do send any relevant communication to my email address: adam.m@casino.guru.

I have not received a response from the casino so far, I will attempt to contact them once more.

We would like to ask Party Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

I have sent you their response and attempts to distort and ignore reality.

I think this is all useless though as they will not engage with you.

Hello Stefanie,

Please accept my apologies for my delayed response.

Has there been any further development?

I do not seem to have received an email from you, please do resend any relevant communication to my email: adam.m@casino.guru.

No.

when I attempted to send the email I got a bounce back.

Hello Stefanie,

My e-mail seems to be functioning correctly, so I am not sure why that has happened.

Please do try again using this link: adam.m@casino.guru

In the meantime, I have made one final attempt to reach the casino via skype and will post any reply I receive here.

Best regards,

Adam

Hello everyone,

Please note that due to the nature of this case, we cannot go into detail of its development. Needless to say, we have reached a stage where we are confident of our decision and have offered Stefanie with a final response on the matter.

Without delving into the specifics of the case, we can confirm that we refer all of our users to the final stage of our complaints process as detailed within section 22.3 - Notices/Complaints - of our Terms and Conditions (https://help.partycasino.com/en/general-information/legal-matters/general-terms-and-conditions/general-european-union-and-eea#Notices):

"22.3 To the extent that You are not satisfied with Our final response through the complaints procedure stipulated above You may contact our alternative dispute resolution (ADR) provider, eCogra (if you are an EU citizen). eCOGRA is a dispute resolution service provider who we have appointed as an independent entity to offer alternative dispute resolution facilities for disputes (namely any complaint which relates to the outcome of a complainant's gambling transaction and is not resolved by Our complaints procedure stipulated above). The ADR service is free of charge. Please note that eCOGRA may reject complaints referred for dispute resolution on the basis they are frivolous or vexatious.

You may:

(a) file your complaint at ec.europa.eu/consumers/odr/ or directly contact eCOGRA if you are EU citizen; AND/OR

(b) contact the Malta Gaming Authority atsupport@mga.mga.org.mt to submit a complaint."

Kind regards,

PartyCasino's Complaints team

I have sent everything again Adam where you can clearly see Party’s actions.

They have listed MGA above when they are fully aware MGA do not deal with complaints directly with players and never have…

Thank you for your response, Party Casino.

Dear Stefanie,

Thank you for the email. As the casino has stated that they cannot go into the details of the case with us, there is not much more we can achieve.

The Malta Gaming Authority (MGA) is a good licensing authority and has better options and tools to help players. You can certainly submit a complaint to them directly if you wish.

Am I correct in saying that you have already submitted a complaint to eCOGRA?

Please direct me to how you complain directly to MGA. I have been told they do not deal with player complaints directly…I have submitted to ECOGRA and EU court

Dear Stefanie,

Rest assured that as soon as we receive your dispute through eCOGRA we'll address it accordingly.

Kind regards,

PartyCasino's Complaints team

Dear Stefanie,

You can contact MGA here:

https://www.mga.org.mt/support/online-gaming-support/

As you have contacted and submitted a complaint to eCOGRA, there is nothing further we can do to assist at this time and we will now close the complaint as "waiting for the regulator's decision".

Please keep me updated as to how they respond (adam.m@casino.guru) and we will update this complaint once we know the outcome of the regulator's investigation.

Kind regards,

Adam

Dear Stefanie,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear Stefanie ,

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.

Dear Stefanie,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam