Plae8 Casino - Player’s struggling to receive his prize.

I would like to warn complain against this casino. They have an ongoing bonus which entitles you to win a phone if you have 9 winning streaks. I managed to do that today but they did not honour it.

Their tnc mentioned player can only placed one bet at a time (either player or banker)

I only placed my bets either on player or banker but they are refusing to honour the gift.

I have my games on video.

Dear DLLL,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you are not entitled to obtain the advertised prize? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it along with your game history to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Pertronela,

Yes there is. It is on video actually.

In their TnC, it is mentioned that there should only be one bet (either player or banker) in which I did so. I did not bet on banker and player at the same time.

All my bets are above MYR 100.

I am attaching my conversation as well as my betting records for your perusal.

Please see the attached for your further reference.

Thank you.

I have checked the terms and conditions of the Baccarat Challenge 9 Lucky Streak (here):

"How to apply

...

Player can only claim 1 reward per day, if player already claimed 5x streak rewards, it's not allowed to claim 7x or 9x streak rewards on the same day."

Could you please confirm that you didn't claim any other rewards on the same day?

Hi Petronela,

Yes I can definitely confirm that I did not take up any bonus from the lucky streak at all. In fact I have never did since day 1.

I took the liberty of getting you my history of rewards from 25 Sep up to 4 Octover for your ease of reference.

I hope justice would prevail this time around.

Thank you very much, DLLL, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Thank you Petronela.

I hope justice could be served this time around.

Hello DLLL.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain to us what happened in this case.

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.

Hello DLLL.

I am sorry that it is taking so long. The casino representative contacted me via Skype and asked me if I could send him an email (which I did). Since then, nothing. I contacted him again on Skype, and hopefully, he will answer soon.

I am extending the timer by seven other days.

Hi Matej,

Alright noted and thank you for the effort. Shall wait for a reply from their end.

Appreciate it.

I received an email from the casino representative asking me for your details - I gave them to him, and I hope they are now working on the case. 

Hi Matej,

Okay, noted with thanks.

Do let me know if you need any further information from my end.

Thank you.

Hello DLLL.

I still didn't receive any information from the casino representative. However, he promised me that he would send me an email with information about your case. Let's wait another seven days; hopefully, I will get some information.

Hi Matej,

I received a sms to contact them but when I contacted them, they do not have an answer or seems to know what it is all about.

Kindly see the attached printscreens.

Thank you.

Today I received some evidence from the casino representative, however still I need some more evidence and explanations. I will keep the case updated.

Dear DLLL,

I have the information that you won 9 times in a row. However, you didn't bet on nine rounds in a row. Instead, you were creating multiple similar bets on the same round.

Such action is against the casino's terms and conditions, not to mention that it significantly increased the chances of making nine winning bets in a row. If this is what happened, I am afraid you have no right to the prize.

If you believe that this is not the case:

You mentioned that you have a video from that play. Could you please send me that video? (matej@casino.guru)

HI Matej,

I won 9 rounds in a row as per my attached pictures.

You may look at the time stamp on my picture which would prove that I betted on different hands.

The casino is just giving you excuses so that they do not want to honour the promotion.

Thanks.

Hi Matej,

I tried to send you the video but they do not allow any files more than 25mb.

Any other way I can send you the video? Telegram?

Could you please upload the video somewhere (google drive or your preferred e-storage) and send me the link here?

Okay let me try to do that

Thank you.

I checked the video, and indeed, you won 9 times in a row. I sent this link to the casino representative as well.

Let's wait now on his reaction.

Hi Matej,

Noted.

Thank you.

We would like to ask the Plae8 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’.

Dear DLLL,

Unfortunately, for reasons unknown to me, the casino management does not honor the prize you should get and considers your case closed.

Based on the video, you have full right to get the prize; therefore, we are closing this complaint as unresolved.

The casino rating will be lowered, and I hope that in the future, the casino will reconsider this decision.

I am very sorry that we cannot help you more.