The player from South Africa claimed winnings of R154,000 without using bonuses and was frustrated by the requirement to wager the amount 30 times. An initial withdrawal of R25,000 was processed, while the remainder was lost during play. The player wanted to see the real balance and requested help. We determined that since the player had no balance left in his account and had lost all his money during gameplay, no further assistance could be provided.
PlayLive Casino - Player’s winnings are subject to unexpected wagering requirements.
Amount: R167,400
PlayLive Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
PlayLive Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
I am sick and tired of these thiefs!!! I never play with bonus, i won this amount by depositing R10000. No one informed me of the wagering, now i have to wager this 30 times the win!!!!!
on friday i won R154000, withdrawel of R25 000 went through so i played the rest a bit to see if i can get it up since i can only withdraw next another R25 000. Within an hour that money was gone!!
complained about it and yes, the same old bullshit!! I have pictures of my winnigs, may i share here???
Also, i never take bonusses, i hate them, i want to see my real balance evertime i push that button!!! PLEASE HELP!!!
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6 months ago
Dear Zamoribdy,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the screenshot of your balance, with the real balance and bonus balance distinguished?
Could you please confirm if you activated any type of bonus?
Could you kindly specify what the current balance in your account is? Have you played away all your winnings after you requested a withdrawal of R25000?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Dear Zamoribdy,
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.
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6 months ago
Good day Veronika
I have never unlock bonusse, except for the day before i closed my acc one of you agents give me one to reconsider acc deactivation. I have since closed my acc because of a loss of R50 000 on mighty fish.
All of the winnings was lost, deposited another R10 000 and then won a jackpot of R167 400, wich was then wagered and my R10 000 deposit was once off gone. I hate bonuses because i all ways want to know my real balance and don’t like the wagering. I did not activate a bonus.
i have closed my acc, so no balance.
Regards
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6 months ago
Since you have no balance in your account and lost all your money during gameplay, I am afraid we are unable to assist you at this time.
I recommend contacting our complaint resolution center as soon as any issue with an online casino arises, before deciding to play your balance away.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
