Party Poker Casino DK - PartyPoker refuses to release self-excluded player's winnings.

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Can you assist me in getting my full balance of 24,700 DKK withdrawn?

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

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

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?

I just checked my email and I have no email from Bwin confirming my self-exclusion with them,

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.

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

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?

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

Could you please forward the communication in which  25/8/24 is mentioned? I believe I haven't noticed it previously.

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 😊

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.  

Dear Becko8822,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.