The player from Denmark had created an account with PartyPoker, deposited 5000 DKK, verified documents, and increased his balance to 24,700 DKK. He was locked out the following day and informed that he was self-excluded from Bwin, PartyPoker’s sister company, leading to his account suspension. Despite providing all requested documents, PartyPoker only offered to return his initial deposit, not his winnings. The casino failed to respond to our inquiries, leading us to classify the complaint as 'unresolved'.
Party Poker Casino DK - PartyPoker refuses to release self-excluded player's winnings.
Black points: 735
Amount: 24,761 kr.
Party Poker Casino DK
Safety Index:Above averageSafety Index
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7.3
Party Poker Casino DK has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 month ago
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6 months ago
Translation
Hello!
I hope you can help with this unfortunate issue regarding PartyPoker.
Here’s the situation: On Saturday, June 15, 2024, I created an account on the aforementioned site. I deposited 5000 DKK and simultaneously sent 2 documents for verification to streamline the KYC process. I played 2-3 sessions throughout the evening and managed to increase my balance to 24,700 DKK.
The next day (Sunday, June 16), I tried to log in, but it wasn't possible. They requested more documents but didn't specify which ones. I haven't received an email or any communication from them. I uploaded another document and have now sent my driver's license, health care card, and a bill, all of which confirm my identity. I still haven't heard anything.
I tried to contact live chat and got in touch with Jessica. She said they would review the documents, implying they hadn't looked at the first ones I sent.
Later in the chat, she mentioned she could see I'm self-excluded from Bwin and therefore not allowed to play with them. It’s true; I self-excluded from Bwin because I decided not to play there at one point. However, I had no idea that PartyPoker is a sister company to Bwin, which isn't evident on their site. She informed me that I wouldn't be able to make a withdrawal myself, but that they would process a manual withdrawal of my balance of 24,700 DKK.
In the evening, she then wrote an email stating that they needed my bank details to make a transfer but that they could only return the 5000 DKK, which I don't understand because I never knew they were under Bwin and they allowed me to play the entire Saturday evening, accumulating my balance. They should have denied the account setup. I provided the bank details they requested. They're still not satisfied, even though it’s clear all the required information is included in that document.
As of Tuesday evening, their stance is that they won't help and want me to send the same information I've already provided.
Can you assist me in getting my full balance of 24,700 DKK withdrawn?
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6 months ago
Dear Becko8822,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Party Poker Casino DK.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain when have you self-excluded from Bwin Casino?
- Have you informed Bwin Casino or Party Poker Casino about any gambling issues or struggles to control your gambling?
- Have you registered under the ROFUS scheme using your e-ID to your knowledge? https://rofusweb.spillemyndigheden.dk/public/rofus/
- Could you please share your communication with Party Poker Casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hi Thomas!
Thanks for your help
I closed my account with Bwin as I didn't win anything with them! I therefore did not want to use them anymore. I am not registered with ROFUS and have no problems with games. I actually couldn't remember when I closed my Bwin account, but she said it was around 25 August last year. When I registered with Partypoker, I had no idea that it was a sister company to Bwin. As written, I was also allowed to deposit and play.
I have sent emails and correspondence with Partypoker to your email
Mr Kenneth
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6 months ago
Thanks for your emails.
Could you please look for and share an email from Bwin confirming your self-exclusion in that casino and the extent to which the self-exclusion applies?
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6 months ago
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I just checked my email and I have no email from Bwin confirming my self-exclusion with them,
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6 months ago
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Hello again Thomas!
I have sent an update by email. Hope you guys can get into this case so I can get the last +19,700 I'm entitled to.
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5 months ago
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What is the status here? Can you tell how far along you are and whether you have contacted Partypoker.. It would be nice to have an update
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5 months ago
I apologize for not replying sooner.
- Could you please explain in more detail the circumstances of your self-exclusion in Bwin Casino?
- How did you contact the casino? (live chat, email, self-exclusion option in the menu of your player's account)
- What reason and time period have you specified when requesting the self-exclusion?
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5 months ago
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Hi Thomas!
I have answered that, but I am happy to answer again 🙂
1.I chose to use self-exclusion on Bwin myself, as I didn't win anything at their casino and didn't trust that it would change.
2. I did it myself via my account
3.I can't remember what time period I specified. Right off the bat I think I chose indefinite as I didn't want to use their casino anymore. However, they themselves write that it can be opened on 25/8-24, which I do not understand
Kenneth
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5 months ago
Could you please forward the communication in which 25/8/24 is mentioned? I believe I haven't noticed it previously.
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5 months ago
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Hello again Thomas!
I have sent the email again, in which it is stated and explained exactly where in the email it is stated. Thanks for the help 😊
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5 months ago
Thank you very much, Becko8822, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
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Thanks Thomas! Thanks for the help so far
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5 months ago
Dear Becko8822,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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5 months ago
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They don't seem to respond. Matches very well with the experience I've had with their support. They are completely indifferent and steal if they can
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5 months ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Becko8822,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website.
Best regards, Jozef
