The player from Saarland had his winnings from bonus play canceled without any explanation. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
PlayWithMe Casino - Player’s winnings from bonus play have been confiscated.
Black points: 1117
Amount: €7,200
PlayWithMe Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello,
On July 17th, 2020 at playwithme.pro, I deposited € 100 with my credit card (Mastercard) and received a € 50 bonus. I successfully implemented the bonus and, with a lot of luck, earned around € 3000. I requested a withdrawal of € 2200.
I continued to play with the rest of the game for several days and was lucky again and had over € 8300 in my account. At this casino, the money is not withdrawn immediately when a withdrawal request is made.
I requested another payment of € 5000. 3 days later I received a payment confirmation. However, only from the first payout. The money from the 2nd payout has now been deducted from the player's account.
However, this money never arrived. On July 28th, the 2200 € were returned to my gaming account. The 5000 € have disappeared without a trace. In the course of the transaction I read the note (for the 1st payment of € 2200) "Germany is not supported by Accentpay".
When paying out € 5000, it says "Complete Note: 5 manual"
By the way, I uploaded all documents. A verification did not take place.
I can't reach anyone in chat. My email messages remain unanswered. I can't play either and I can't make any further deposits. I wanted to deposit with ecopayz so that I can withdraw from there. But this doesn't work.
All messages remain unanswered. The support is simply not available. What can I do?
I ask you, dear casino guru team, for your support.
Best wishes
Martin
Automatic translation:
Public
Public
4 years ago
Dear Neptun07,
Thank you very much for submitting your complaint. I’m sorry about your winnings being confiscated. Please, could you send us a link of the bonus that you have played? I would like to check the bonus T&Cs.
Do I understand correctly that you haven’t received any explanation from the casino, why your winnings have been confiscated?
I believe, we will be able to help you resolving this problem as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hello,
that is not completely right. The bonus wasn't really the problem. There is also so far no indication that the bonus has been canceled.
The problem is probably the withdrawal on my credit card and that I can't reach anyone at the casino. Neither by email nor by live chat.
Perhaps the title "The player from Saarland had canceled his winnings from the bonus game without any explanation."
Best wishes
Neptune07
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Neptune07 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
4 years ago
Hi Neptun07,
I looked at your case and understand your situation. I will contact the casino and see if I can help.
Public
Public
4 years ago
We would like to ask the PlayWithMe 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
4 years ago
Hi Neptun07,
I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in 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 recommend you to submit a complaint to the Curacao Gaming Authority. Here are their email addresses: complaints.ems@ems-management.com, certria@gaminglicences.com. I wish I could be of more help.
Best regards,
Peter
