PlaYouWin Casino - Player is disatisfied with overall experience.

Hi

on the 26th of January I requested a 7 day freeze on my account

I done this to make sure that all my pending withdrawals went through without me playing

the Withdrawals were going through on time at 500 euro per day to my skrill account

now fast forward to today - the 28th jan (2days late) I spoke to someone on chat and asked them to open my account

they sent me an email and verified my details and asked did I have an addictions which I stated no and then proceeded to open my account

I believe this to be unfair and my account should not have been reopened on request as I had initially asked for a 7 day freeze - what is the point on a 7 day freeze if Im just able to open my account within 2 days??

I tried to speak to someone on chat support and they were unable to help they couldn’t answer my question about why I was able to do this and basically told me that it was my problem

I would really like help trying to recieve these funds back to the amount 1260 euro as my account should never have been reopened after only 2 days

thanks

Barbara

Additional comments from babsbh:

"On the 25th jan I deposited 120 euro using my bank card

the money has left my bank but was never credited to my casino account

I sent all bank statements and documents to the casino as requested

they are now asking for a bank statement which shows my card number - which actually isn’t possible as this isn’t something the bank does

they are not returning my funds to me and I would really like your help with this please

thanks"

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that this tool is mainly supposed to help players who are overwhelmed by playing and need a few days off to get back on track. The casino proceeded correctly by asking you if you had a gambling problem and since you said no, they reopened your account. I am sorry, but I see nothing wrong with this approach. I am pretty sure if you indicated gambling problems your account would stay closed.

Regarding your problem with a lost deposit - if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

Hi Kristina

thanks for your reply

unfortunately I don’t agree with any of your answers and thought I would get more help here

1. I’ve added a screenshot to the case in relation to safe gambling from their website which states for any assistance blocking the account all you need to do is contact support which I what I did. I spoke to someone on chat support and specifically asked them to freeze my account for 7 days - I also asked would this effect my withdrawals and they said no and they referred me to the tools on the website! The casino were aware that the reason I was putting the freeze on my account was to allow the withdrawals to go through without canceling them. You say that if I had of said I had a gambling issue the account would have remained closed - but this wasn’t the issue here so why would I say that. If the site offers a 7 day freeze option it should mean what it says the account it locked for 7 days or else what is the point in it at all??
2. in relation to my missing funds why would you redirect me to my bank? They have done everything correctly on their side

I deposited with the casino - it didn’t got through on their side and now shows on their side that it was cancelled! But I’m fact it has left my account and not been credited! This is not the banks problem but the casinos problem

really would like some help with both these issues

thanks

Also they have just let me depsoit another 285euro!!

so after speaking to them at length yesterday about my account being frozen - they still haven’t done this and are still allowing me to deposit and play within the 7 days

that can’t be right at all!!!!

Thank you for your reply, babsbh. I believe I explained clearly why we think the casino proceeded correctly. This tool is for players with gambling problems. Since you didn't temporarily block your account due to gambling problems and later confirmed you don't have any issues, the casino could reopen the account.

And when it comes to your lost deposit, this is a standard procedure and we advise each player with similar complaints to contact the payment provider first, as the deposit might be stuck in an intermediary bank (somewhere between your bank and the casino's bank), and usually, only the player's bank is able to trace it. Please, get in touch with your bank as suggested. Thank you for understanding.

Thanks for your reply

regarding the deposit I will contact the bank

in relation to the first issue I’m disappointed you are unable to help

as a player how am I supposed to know that the tool is only for gambling issues? It’s not stated anywhere in the terms and

conditions that it can be reopened at any time and this really makes the tool pointless if it doesn’t actually do what it says

Ok so I tried to deposits again last night using my same debit card and another 120 euro and again - money taken from my bank but not added to my casino account / yet me skrill works fine!!?

so now they owe me 240 euro???

Hi

just to let you know that the issue with the deposits is solved 🙂

I have sent another complaint in relation to this - please let me know if it’s accepted or will I continue on from this one - they are both joined together

thanks

I am happy to hear that the deposit issue has been set, babsbh. Regarding your other complaint, I have already explained to you how this tool works and why we can't help you. You have been advised by the support agent what you need to do in your case. If you have started to feel like gambling has become overwhelming for you, I would definitely recommend that you reconsider permanent self-exclusion.

As the main issue of this complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.