PlayWorld Casino JP - Player's withdrawal has been confiscated.

After depositing $150 and winning $5200 on a Pragmatic Play slot machine, my withdrawal request was approved. However, during the bank withdrawal maintenance period, my withdrawal was suddenly canceled and I was penalized for violating the terms and conditions. When I inquired about this, I was not given a detailed reason. I reviewed the terms and conditions multiple times and found no actions of mine that would violate them. The conditions for the penalty are excessively strict and difficult to meet, causing me significant trouble.

Hello tnb123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayWorld Casino JP. 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, it has been verified. I don't remember exactly, but I have been playing continuously for over a year and have made many deposits and withdrawals.

The winnings were won with the money I deposited, no bonuses were used.

I contacted them last night via chat. They said that it was the decision of the department in charge, and they could not answer the details of the violation of the terms. I told them that I wanted to contact the department in charge, and they asked me to contact them by email, so I emailed them. I received a reply by email, but they unilaterally told me that it was a violation of the terms without giving any reason, and that it was a decision made by higher-ups and could not be changed.

I have a record of when my withdrawal request was approved. Should I submit it?

The violation of the terms and conditions was a violation of Article 9. Since they did not tell me the details, I can only assume, but I cannot think of any other reason than the items below. This is because the other items are definitely not applicable, and the only item that mentions the possibility of penalties being given is this item.

9.3 In order to prevent money laundering, we reserve the right to refuse withdrawal of funds or winnings detected as low-risk bets, or to deduct fees incurred due to the use of third party payment services from the funds, or the player may be asked to place a valid bet again.

However, it would be unfair to consider a $1.25 bet on a high-risk Pragmatic Play slot machine, made on a $150 deposit, as a low-risk bet.

I have been playing this way for over a year now and have never been charged with a violation.

I asked the same question in the chat, but it seems they can't even give me an answer as to what kind of examples of low-risk betting are possible. It's all up to the department in charge to decide.

What do you think about this matter?

I would like to resolve this as soon as possible.

Hello tnb123,

Would it be possible to forward the communication between you and the casino and your betting history to nikolas.b@casino.guru?

The casino refuses to provide me with my betting history, so I will send you a replacement. They also won't tell me the total amount of the bet.

I have sent it so please check it.

Thank you tnb123 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Peter san

I wish resolve this issue with this casino and close this case as soon as possible. Thank you for your support.

Hello there,

Thank you tnb123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayWorld Casino JP for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you. They complain of violation of Section 9 of the Terms of Service, and categorically do not disclose the specific reason. I can certify that I fully understand Section 9 of the Terms of Use and have not violated it. However, one issue is that there is no way to obtain betting history. The casino refuses to disclose betting history. I played the Pragmatic slot game with a $1.25 bet and just had fun. There's nothing wrong with that. The casino knows that I only play slots, and they also have my Max win history. I think this may be possible if Pragmatic cooperates. By not stating a specific reason, Playwolrd Casino has created a system that puts them in an overwhelmingly advantageous position and allows them to exploit players' winnings for random reasons. 

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.

I will send additional information.

If the casino doesn't respond, I would like to sue them. What should I do?

How about after that?

Get your play history.

I'm sure the casino is being nefarious.

We have received a response from the casino regarding the total bet amount on 8/20, so we would like to share it with you.

Dear tnb123, I am in contact with the casino representative and am awaiting an update on the situation. I will keep you updated about any new developments. Thank you for your patience during this time!

Did you get a response from the casino?

Could you please update the situation?

Dear tnb123, the casino representative offered a clarification but it is not satisfactory and I will discuss your issue further. I will update you once there are any new developments. Thank you for your patience during this time!

Thank you for talking to me.

I haven't given up so please support me.

How about after that?

Reminders

Dear tnb123, according to the casino representative you have violated their terms and conditions by using third-party software. I am still trying to verify these accusations but I have not been given any evidence. Thank you for your patience during this time!

Thank you for your reply.

I do not use any third party software and will not use any in the future as I don't want to lose my life, but if such software exists, please let me know what it can do.

Please tell the casino to provide evidence. If it is true that such software was used, it will not be just a penalty. If it is true, it will cause a huge loss to the casino. This is an unforgivable response, and I am honestly shocked. It has been quite some time already, but if the casino does not provide evidence, would you be able to give me legal advice? Thank you for your continued support.

Sorry for bothering you again.

The casino is currently unable to provide evidence, but we believe that the game developer, Pragmatic Play, may have relevant data. Would it be possible for you to request evidence from the game developer?

I once contacted Pragmatic Play via email, but did not receive a response.

The casino has informed us that they have nothing more to disclose, so we would like to share this with you.

At this point I don't know why I was penalized.

This is the first time in my life that I have been treated so unfairly.

I apologize for being persistent, but is there any update on the situation? Do I need to wait for the casino to present evidence? If they claim that third-party software was used, I can assure you that I did not use any. However, I am unsure how to provide evidence from me to prove this. Additionally, it's unclear what software they are referring to. I simply used my iPhone as usual to log into the casino, make a deposit, and play slots. That’s all. I believe that if the casino continues to remain silent, the issue will not be resolved…

Dear tnb123, the casino has mentioned this only vaguely and didn't provide any evidence as to how would this cause you to gain an advantage, Due to that reason, I will close this complaint due to insufficient evidence from the casino. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Peter