The player from Japan had his account suspended due to alleged abusive wagering with a bonus. However, the player insisted that he had adhered to the game and betting limits. He was requesting his game history for verification. The player claimed that he had not activated the bonus at the time of deposit and used it only after he had requested a withdrawal. The Complaints Team reviewed his gameplay and determined that the player was not eligible for the bonus and the winnings from the bonus because they had withdrawn their deposit before activating it, which went against the casino's bonus terms and conditions. The decision was made to reject the complaint. The team suggested that the casino should have clarified its conditions regarding bonus eligibility and listed games considered risky for potential bonus abuse.
PlayMoola Casino - Player's account frozen due to alleged abusive wagering.
Amount: €6,000
PlayMoola Casino
Safety Index:Fresh casinoUnjustified complaint
REJECTED
Case summary
I placed a wager with a bonus at this casino and the casino froze my account because they deemed it abusive.
However, the casino has not explained what exactly is abusive.
I should have been playing the allowed games within the betting limits.
I would like the casino to submit my game history to verify that it was an authorized game and within the bet limit.
Hello andandjonnyx,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayMoola Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you claim? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Your account has already been authenticated.
I think it was about 2 weeks ago.
I have applied for a deposit bonus.
The casino explained to me that the bonus is 'a bonus that can be used from the time you apply for a withdrawal until the withdrawal is completed', so I used the bonus right after I applied for the withdrawal.
However, just before the wager was completed, an error occurred and when I contacted the casino, I was told that I had misused it.
The casino did not explain what exactly was the abuse.
Thank you andandjonnyx for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello andandjonnyx ,
It's Michal and I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite PlayMoola Casino to join the conversation.
Dear PlayMoola Casino,
Could you please offer further clarification on how the player should have allegedly misused your bonuses?
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 andandjonnyx,
I wanted to provide you with an update. I'm currently in discussions with the casino team, reviewing your gameplay and working towards a resolution for your complaint. Given the variety of games you've played, this review will take some time. I appreciate your patience during this process.
only three games played using the bonus.
（DICE,PLINKO,MINIROULETTE）
And all of them have confirmed that bonuses are available.
The wager would not have exceeded the 6.5€ limit.
In addition, the terms of use did not specify any prohibited betting methods, etc.
At the very least, they have used the normal features.
Dear andandjonnyx,
We are reviewing your whole gameplay and as there are over 15000 entries you can imagine this takes time.
However, I do have a question. Why did you request a withdrawal while you still had an active bonus?
Are you aware of this casino rule?
7.17 Players can request a withdrawal of their deposit prior to meeting the wagering requirements. However, in this case, the bonus and any resulting winnings will be forfeited.
You wagered the deposit amount, but the bonus funds that were activated alongside the deposit bonus remained un-wagered. I'm awaiting your clarification on this matter.
That rule is irrelevant in this case.
This is because the bonus has not yet been activated at the time of deposit.
I can choose to activate or not activate the bonus at the time of deposit.
After making a deposit, a pop-up will appear and the bonus will be activated by pressing active.
In this case, the bonus will disappear with the withdrawal request.
If you press queue, it will be activated after the withdrawal request is sent.
The bonus then disappears once the withdrawal is completed.
Therefore, I was instructed to use the bonus between the time I request a withdrawal and the time it is completed.
To be precise, they say that if you press the queue, the bonus will only take effect after the withdrawal.
(effective the moment you finish your withdrawal and start wagering with the bonus)
So originally the bonus does not disappear after the withdrawal is completed (as is the case with another fairgame casino), but due to the system of this casino, the bonus also disappears after the withdrawal is completed.
This is a pop-up image after the actual deposit.
7.17 is applied when you press activate.
In any case, This casino claims to be games I played with my bonus are either prohibited games or exceed the betting limit.
Please make every effort to investigate that.
Dear andandjonnyx,
I have not received any information from the casino team that you were advised to activate the bonus once the withdrawal of your real money is processed. Can you please share this conversation with me? As I was informed, the rule mentioned still applies to you.
Share emails from the casino.
In this casino、Withdraw money and the bonus will disappear, we are told.
And as a common system in this casino, bonuses are only available after a withdrawal request has been made.
Therefore, you can only use the bonus while you are in the process of requesting a withdrawal.
（Other affiliated casinos(fair game) use the bonus after the withdrawal has been completed to avoid problems such as failed withdrawals. However, at this casino, the bonus disappeared the moment the withdrawal was completed, so I wondered why and contacted the casino for an answer!）
Anyway, this time I did not activate the bonus at the time of my deposit.
It is a basic system of this casino group to choose whether to activate it at the time of deposit or after withdrawal.
(This is not advice from the casino, but is at the user's discretion.)
The casino didn't mention anything about it either.
It would be a waste of time to investigate about it.
Dear andandjonnyx,
I'm not sure you understood the email correctly. To my understanding, the casino team wrote that once you request a withdrawal and you have a bonus in your balance this will ("burn out") be voided or forfeited. Although you might had the bonus "in the queue" You did claim the bonus with your deposit meaning that the bonus rule applies to you. I will still double-check this with the casino team, but this is quite standard in most casinos. if you submit a withdrawal until the bonus wagering is finished, the bonus and all the funds gained by the bonus play will be voided/forfeited.
However, this casino was not common.
You can't be general in a casino that uses a special system of rules.
If you want, I can provide evidence from a casino in the same family.
This is a casino operated by the same company as this casino.
As in this case, the bonus is queued at the time of deposit
The bonus is then used after the withdrawal is complete.
This is the general system of this casino group.
From what I have heard, the terms of service are out of date.
Anyway, the bonus is forfeited not at the moment you request the withdrawal, but at the moment the withdrawal is approved and received.
To begin with, the casino team does not see anything wrong with 7.17 this time.
If casino bring up 7.17 now, that's a backhanded janken game.
The issue at stake this time is game history.
Submit additional images.
As you can see, the bonus queued after the deposit,
available after the withdrawal is completed. (7.17 does not apply)
However, due to the system of this casino, they disappear after the withdrawal is completed, so they must be used immediately after the withdrawal request is submitted.
Also, you mentioned you have 15,000 in my game play,
That is probably all gameplay at this casino.
As far as the bonus I used this time, it should not be that much.
Furthermore, the point of contention is whether I played a prohibited game or exceeded the wagering limit.
So all you need to request from the casino is the above history.
Dear andandjonnyx,
You've once again encountered a situation that hasn't been seen with any other player at PlayMoola Casino thus far. The casino team has notified me that they detected that you gained an unfair advantage in some of the Spribe games.
To my knowledge, none of the games you played were restricted, nor did you exceed the maximum bet. However, your gameplay raises some questions. Given this unique situation and the fact that you are not just a casual player, I'll need to consult with my colleagues on how we'll address this complaint.
It is up to the player to decide how to use the bonuses received. The general idea is that the terms and conditions stipulate the games and wagering amounts that can be used for this purpose, but there are no further restrictions.
Games with high RTP and high potential for big payouts but easy to lose bonuses.
If they are available, it should be common talk for users to take advantage of this.
Even if I were not a casual player, the casino could have taken sufficient steps to prevent this by limiting the amount I could cash out of the bonus.
It was the casino that made the games available for bonuses in the first place that could have given me an unfair advantage. I did not do anything special. Why didn't the casino ban such games?
It is the casinos that have made available such games that may give them an unfair advantage in normal game play.
Failing to do so and placing the responsibility on the user is clearly an unfair decision.
Set up your own available games and then claim that it is unfair when users actually use them.
There is no way that this kind of foolishness is acceptable.
Dear andandjonnyx,
After thorough consideration of all the information and evidence provided to us, we have come to the following conclusion.
We determined that the player was not eligible for the bonus and the winnings from the bonus because they withdrew their deposit before activating it, which goes against the casino's bonus terms and conditions. Additionally, the player gained an unfair advantage by not risking their own deposit while claiming the bonus because they withdrew the deposit before engaging in wagering the actual bonus. We also suspect that the player was aware of their ineligibility for the bonus, given that they had a similar bonus revoked in a similar situation in the past after making a deposit. Therefore, we decided to reject this complaint and our decision is final.
Furthermore, we suggest that the casino clarify the condition regarding a player's eligibility for the bonus if they withdraw their deposit or notify them in advance when a deposit is withdrawn with a pop-up message. Additionally, explicitly list the games considered risky in terms of potential bonus abuse among the restricted games, or ideally disable the availability of such games when the bonus is activated.
If you are not satisfied with our decision you are free to contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. Please let me know how they responded or how they decided at michal.k@casino.guru
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
