PlaYouWin Casino - Player has been accused of playing a restricted game.

Hi,

The reason for me sending this comaplint is playouwin.com falsely confisticate 3340 eur of real money.

This issues with playouwin started after my first win. I had recevid 500 eur in cashack promoted as withdrawable cash (which they were). I deposited 3200 eur more and placed in all on red in a live routlette game. 500 eur from cashback and 3182.48 eur with a real deposit. The roulette wheel showed red. I then proceeded to ask for a withdrawal. My balance then showed 7682,48 eur. About 6670 was my real money. 3182.48 eur withdrawal was payed, the rest was canceled. Their arguement for doing so:

«we are writing to you regarding your recent withdrawal request.

Please note that you have claimed our Welcome Cashback Package bonus and certain rules apply in that case (3.12 General Bonus Terms and Conditions).

Under section 1.16, with any active bonus (unless otherwise stated for a specific bonus) certain games are strictly forbidden to play - Table Games being among them.

Since you have played table games with your 2nd chance cashback bonus, we had to retract your generated winnings and refund your initial deposit back into your gaming balance. Since you have already withdrawn 3000€, we added the remainder of 182.48€ into it.»

(I will attahced the rest of the email exchanges if that is needed.)

Now the issue with their arguemntation is that they promoted this cashback "bonus" like this:

«The Welcome Cashback Package has no maximum bet limitations and it is completely wager-free - the perfect offer for everyone who likes unrestricted gameplay.»

They promoted the bonus as wager free and unrestricted and hit me with these termes and rules buried somewhere. Now, it is not here where the dispute is. I would like to keep the 1000 eur won from the cashback, but I have to acknolwede that I should have used a hour of my day to read their terms and rules. Now where the dispute lies is the falsely confisticate 3340 eur of real money which was won fairly. This are my funds, no cashback, no bonus credited from the casino. This is real cash. These terms they list do not give them the right to just canceled 3340 eur as it was nothing. Any decent casino would not have cancel any of my winnings. Any half decent Casino would have canceled my winninings with bonus only, not the cash balance. I believe their promotion of the cashback promo and treament of me (the customer) is unfair and is what can be compared to a "bait and switch" scheme. I ask of casinoguru to help me come in real dialogue and find out what can be done.

Kind Regards,

Vegard

Dear vegardwest,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found https://playouwin.com/en/info/bonus-terms-and-conditions:

"1.16 With any active bonus (unless otherwise stated for a specific bonus) following games are strictly forbidden to play: Virtual Sports, Sportsbook, Jackpot games, Table Games, Video Poker, Live Casino and the following slot games: Aztec Gold Megaways, Beautiful Bones, Big Bad Wolf, Buffalo Rising Megaways, Carnaval Forever, Champions of Rome, Chilipop, Colossus Fruits, Cool Buck, Cops'n'Robbers, Da Vinci's Treasure, Dark Vortex, Dead or Alive, Dead or Alive 2, Demi Gods 3, Dragons Fire Megaways, Dr. Jekyll & Mr. Hyde, Dwarfs Gone Wild, Eggomatic, Faerie Spells, Fat Rabbit, Fat Santa, Fishing Frenzy Megaways, Genie Jackpot Megaways, Gods of Olympia Megaways, Gold Rush, Guns n Roses, Gypsy Rose, Hansel and Gretel, Hot Spin, Immortal Romance, Jack Hammer, Jack Hammer 2, Jingle Spin, Jungle Spirit, Koi Princess, Legacy of Egypt, Legacy of Ra Megaways,Lost Relics, Lucky Angler, Madame Destiny, Mega Moolah, Money Train, Motorhead, Nights of Egypt, Peek-a-boo, Peking Luck, Pirate Kingdom Megaways, Queen of Gold, Return of Kong Megaways, Rick And Morty Megaways, Robin Hood - Shifting Riches, Safari Gold Megaways, Santa's Village, Scrooge, Secret of the Stones, Serengeti Kings, Simsalabim, Snake Arena, Spinal Tap, Stardust, Story of Hercules, SugarPop, SugarPop 2, Sweet Bonanza, Temple of Treasures Megaways, The Dog House,The Dog House Megaways, The Golden Owl of Athena, The Ninja, The Twisted Circus, The Wish Master, Turn Your Fortune, Twin Spin, Valletta Megaways, Vampire: The Masquerade - Las Vegas, Victorious, Viking Unleashed Megaways,Vikings Voyage, Vikings, Who Wants to be a Millionaire, Wolf Legend Megaways, Yak Yeti and Roll, Wild Swarm Zombies. 

In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited."

However, we think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.

Could you please advise if it was your first redeemed bonus in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, here lies the problem with playouwins cancelation of my profits: "In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited." This only gives them the right to cancel the winnings genereated from the cashback funds. I generated 1000eur profit from the cashback bonus (500 eur in cashback and 500 eur which I won from the roulette). That means 1000 eur-7682,48 eur balance =6782 eur should have been payed out, not 3182 eur.

Thank you very much, vegardwest, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello vegardwest!

I will take care of your complaint from now on. In order to proceed, I would like to invite representatives of PlaYouWin Casino into this complaint's thread in order to help us resolve the issue.