PlayWorld Casino JP - Player accuses casino of misleading game categorization.

I played "First Person Roulette" on the live page using a bonus,

But was told that it's a video game.

It was not listed under video games but was under live games. Because of this, I selected it from the page and played it.

If this is a violation, it's the casino's oversight.

I demand a full bonus refund.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayWorld Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what were the consequences of the casino not listing the game under the 'video game' tab?
• Did the casino allege you broke casino rules by playing a restricted game?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Can you explain what the consequences were for the casino not listing the game under the "Video Games" tab?

Confiscated for playing video games

Did the casino claim that you violated their rules by playing restricted games?

yes

I have emailed!!

In other casinos, all free person games are treated as live games!!

Also, the fact that you can play from the live game page is a mistake on the part of the casino.

And it didn't even show up in the video games section!!

Thanks for the confirmation and for your email.

Please understand the video of a live chat/conversation you uploaded is too low quality for us to translate and review its contents.

Please send me the communication in a form we can translate and review. Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

How should I send it so that it looks nice?!

Could you please forward the emails directly to tomas@casino.guru?

I'll await your reply.

I sent it

You can't watch the video, right?

Please understand the video is not the right format for us to understand the information. We don't speak your language and need outside resources to translate text or images. Translating the content of a video is impossible for us. forward the emails using the 'forward' function in your email inbox. and send the emails directly. Alternatively, take screenshots of the emails you exchanged with the casino and send them instead to me. I apologize for the inconvenience.

I sent it via forwarding

Dear hirokann0525

While I was able to translate relevant parts of the video you submitted, I would like to emphasize, that chat transcripts in text form, screenshots, and emails are preferable means of communication for investigating. If you are asked for communication by Casino.Guru members in the future, avoid sending us videos. Thanks for your understanding.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hirokann0525,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite PlayWorld Casino JP to join the conversation.

Dear PlayWorld Casino JP,

Can you please confirm how the player was notified they are accessing a game that is restricted while playing with a bonus? Can you please confirm the categorization of the "First Person Roulette" game?

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 hirokann0525,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino team's approach. If the casino team decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority by filling out the contact form (Contact Us - Anjouan Gaming. Licensor of iGaming in Africa) where you can describe your issue. This seems to be the only option how to take your complaint further. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru