PlayWorld Casino JP - Player’s withdrawal request is delayed.

I deposited money in this casino, bet a few times and applied for a withdrawal,

I deposited several times my bet and applied for a withdrawal, but was denied for not betting enough.

The terms and conditions do not specifically state how many times the deposit amount must be wagered, and it is assumed that the casino management is free to determine the amount depending on the casino's operating conditions.

As long as the casino does not inform the user of this in advance, the casino's claimed bet amount is invalid, and we demand immediate withdrawal.

Dear andandjonnyx,

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

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

• Could you please in your own words explain how much you bet in the casino altogether and which games you played?
• Could any of the bets be characterized as bets with lowered risk? (for example, betting on multiple outcomes on a roulette table)
• Could you please share your communication with the casino in which you discuss the issue? Please share it as screenshots here or send the information to my email at tomas@casino.guru

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

I bet several times the amount of my deposit on baccarat and other games.

No low-risk bets.

When I first bet enough and applied for a withdrawal, the casino told me that my bet was insufficient.

However, the casino would not answer any questions about the required bet amount in the first place.

I then placed some more bets and applied for a withdrawal, but the casino again refused, and then absurdly told me that I needed to bet 10 times the deposit amount as a penalty.

The casino's terms and conditions do not specifically state how many times the deposit must be wagered.

In the absence of a statement, it should be common knowledge that a wager of 1 or 2 times the deposit is usually required for anti-money laundering purposes.

9.2. If you have placed normal bets, no fee will be charged for withdrawals corresponding to the corresponding deposits. If we determine that you have not placed a regular bet, we will deduct a fee of at least $4 (or equivalent in your account currency) up to 8% of the amount withdrawn to prevent money laundering. 

The only terms and conditions that mention withdrawal conditions are vague and refer to "normal bets," hiding from the user the specific amount of bets that are required.

Since the casino management's idea of normal is different from the user's idea of normal, the casino should clearly state in advance in its terms of use the specific number of times a player must wager in order to prevent problems due to this.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you andandjonnyx 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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 andandjonnyx, the casino representative has contacted me stating that your wagering of the deposit was lower than twice the amount of your deposit and that's why your wagering was raised to 10x the deposit amount to prevent money laundering. I will request your gaming history to verify this as you mentioned you wagered your deposit several times on baccarat and other games. I will update you about any further developments. Thank you in advance for your patience!

The last deposit was $500.

I bet at least 1x.

I could not find any text in the terms of service that says 2x.

Where is it written?

There is also no basis for unilaterally raising the stakes, since the determination of whether or not something is money laundering varies from person to person.

For this reason, it is necessary to specify in the terms and conditions how many times more than the wager is to be placed. Is there a difference?

As evidence, I will submit the history of my last deposit of $500.00 that I played with.

It appears to my eyes that I have more than doubled my bet.

Dear andandjonnyx, the casino representative has explained to me that the reason for the raising of your wagering was due to your payment method which has a built-in function that caused the raising of the turnover requirements. From what the representative has mentioned it seems you should be wagering your deposits 3x while using this payment option to prevent situations like these. Generally in situations like these casinos confiscate winnings and return deposits when players show signs of money laundering and we recommend casinos to raise the wagering requirements for such players instead of outright confiscation of the funds. As that is what happened here I see the problem with the casino's decision.

If that is the case, the casino needs to state it in their terms and conditions next time.

At least the only thing players can see is the Terms of Service, and nowhere in it is the word 3x mentioned, nor is it stated that it depends on the payment method.

At least many casinos properly state in their terms and conditions how many times the deposit must be wagered, even if it causes them to lose customers.

They are not allowed to operate arbitrarily after inviting customers without specifying that.

So, allow the withdrawal this time and tell the casino to clearly state in their Terms and Conditions that they will require 3x the amount wagered next time.

I am not at fault at all in this case and the casino should have no justification to penalize me.

Moreover, look at the picture I submitted.

You can see that I am betting more than 3x.

If casino refuse to do so, then give the casino an oversized black point.

This complaint will be considered complete when the casino authorizes the withdrawal and revises the Terms and Conditions.

Dear andandjonnyx, I have reviewed your complaint with my team and we have come to a conclusion that due to your gameplay being on Live Games and specifically on Baccarat the casino can request additional wagering requirements to prevent money laundering due to the volatility of said games. As I mentioned earlier in situations like these casinos confiscate winnings and return deposits when players show signs of money laundering and we recommend casinos to raise the wagering requirements for such players instead of outright confiscation of the funds. Due to that reason, we are forced to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter