Play2win Casino - Player's winnings have been reduced.

I made a deposit of €50 and I didn't use any bonuses or promotions I made a withdrawal of €1000 from my gaming account but they only paid me €500 I sent several e-mails to play2win support without getting any response in the chat casinos tell me they don't have access to withdrawals and therefore can't help me. what should i do?

Dear Giallo82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Based on your description it seems that the casino applied this rule to reduce your winnings:

"5.1. All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to real money winnings.

Do I understand correctly that €500 has already been paid out and there is no remaining balance in your casino account?

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,

Kristina

I understand but at least they could have contacted me and explained what's going on...or at least credited back the 500€ that are missing from my account...it's a solid play2win scam...if I don't solve it, I'll make a complaint to the proper authorities! I hope you'll be able to do something even if I doubt it because the mess is lacking!

Thank you very much, Giallo82, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Giallo82,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Play2Win Casino to join the conversation and participate in the resolution of this complaint.

Dear Play2Win Casino,

As mentioned, we consider the enforcement of this rule to be unfair. Can you please clarify if this rule was the reason for reducing the player's winnings?

Kind regards,

Adam

I have written several e-mails about play2win but no one has ever replied! in the live chat no one can tell me anything ... they just tell me to wait for them to reply to the e-mail I sent them ...

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.

Dear Giallo82,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. As we have not been able to verify if the casino operates with a valid license and it doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Adam