Playzee Casino - Player's winnings were capped.

$150,000 😭

Playzees Terms and

Conditions are so Vague and Unclear the whole management is preditory.

I played and wagered a bonus and won a significant amount. No where in the promotion T&Cs did it mention anything about wincaps just that the bonus had to be wagered 35x well I cleared that and some how had a awesome run and won < $150,000. Playzee decides to confiscate all my winnings then Decide to act on a clause that was might i add discretionary stating if they decided to act they would I'm guessing my win balance made them act on the clause. Then they tell me my withdraw cap is $1000 and everything above that was confiscated . But wait it gets better when I submitted a full complaint and my account to be investigated the reply comes back as the $1000 was eroniously obtained because the win cap should of been only $100 not $1000 even though the casino support team told me it was $1000 therefor making me look like I profited $900 and put it down to a gesture of good will. They can breach there own terms and conditions AND invite me to unknowingly breach one Aswell for leverage. The bonus I played with had no terms on withdrawal amounts or anything like that so I feel no real breach had occurred the $900 was no eroniously obtained like they implied and are looking for a way to avoid having to pay out my winnings. I have attached a few screenshots they also confiscated my winnings but didn't confiscate my 63,000 loyalty points it generated ,weither they should of or not I'm not sure but I feel like they have definitely not acted in good faith one bit.

Screen shot of terms and conditions 5.4 is what I'm referencing as above. I also have chat logs , emails from casino informing me of my final capped balance then a email stating it was eroniously withdrawn that was factord in with the response to my account investigation.

Dear kirstymaree001,

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

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

Could you please explain what bonus have you redeemed? Was it a deposit bonus or a no-deposit bonus?

If you may please provide the specific link to the bonus, or a screenshot of the specific bonus.

Could you please explain how the casino informed you they will cap your winnings and based on which rules?

Please send me the communication from the casino about the issue 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

Thank you so much for your reply. The bonus I recieved was apart of a ongoing promotion as far as I was concerned which consists of a $5 bonus per $100 of deposited cash balance being wagered Resulting in a $10 bonus for my wagering of approx $200 of my own funds. I will email a screen shot of the said promotion and its terms an conditions to further explain.

Also along with the email I received from the casino that is telling me my funds $150,000 has been confiscated and capped at $1000.

Also the reply email i recieved in relation to my confiscation investigation which I recieved after my $1000 withdrawal was made.

I hope I've explained this In the easiest way possible and the screenshots reinforce my dispute.

I don't recall claiming this bonus specifically I think it was just something automatically added to players accounts the players that qualify however I do not recall requesting this bonus.. I was playing with a genuine intention after reviewing the significant T&Cs for said bonus that once bonus was wagered there would be no reason I wouldn't be entitled to the funds I won.

I wasn't told of the confiscation until after I had attempted to withdraw my balance and Even then the casino was not answering my direct questions with direct answers this played out over a few days

Il forward the evidence to your email now.

https://www.playzee.com/promotions/friday.

This is the bonus from which I recieved the $10 from that I won off. It has significant T&Cs of its own and does NOT state anything about withdrawal caps nor does it state any thing in the casinos standard/bonus Ts&Cs about there being any withdrawal caps attached, only it had to be wagered 35x. They are trying to attach the instant bonus clause in that instance if that is what they are trying to do then it states caps are 10x if the casino chooses to enact which it most definitely did but still informed me of being able to keep $900 profits but in no way did they say that this was in breach or be something that would be used against me especially as i was awaiting the response from my horrendous dispute investigation of my $150,000 being taken from me so they had to make themselves look good at my expense. If they can knowingly let me keep $900 what gives them the right to confiscate the $150,000 as both amounts would exceed the win cap clause that they are trying to enact . They breach there own Ts and Cs as well as encouraging me to breach by "eroniously withdrawing" what I was told I was entitled to in Liu of my $150,000

I checked the bonus on the casino website and found this rule in the specific casino rules:

I want to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. I appreciate your understanding. 

Hi thanks for your reply sorry just to clarify what additional information would be required on my end that would support my case.

Could you please further explain what was ment by this part please...

"we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game."

I understand this term however my bonus was $10 which $10 × 10 = $100 . I was allowed by the casino to withdraw $1000 $900 over the threshold for the bonus term

I believe that is the Casino breaching there own term attached to said bonus as a way to class it as good will because of the confiscation of My funds which was infact wagered to cash balance. As was the $900 they also let me withdraw. Something isn't adding up and i would class that action as being much predatory.

I am really sorry the casino won't let you enjoy all your winnings, but unfortunately, our hands are tied.

The casino will let you claim bonuses in order to give you more chance to win, the downside is the winnings might be limited to a degree, and often wagering requirements apply.

I had wagered the entire bonus above the initial wagering requirements that were specified. At no time did the casino inform me that there would be a confiscation of my funds at any time during my game play. They allowed me to keep above what I should of been allowed according to there own terms an conditions but in no way should that be a substitute or justifiable way to excuse taking away my cash balance of such a substantial amount

Do I understand correctly you achieved your winnings after the wagering of the bonus was already complete? Did you receive any notification on when the wagering of the bonus was complete or are you able to look up this information in your bonus history? I'll await your reply.

Yes you understood correctly 🙂

I often kept checking the status of the wagering and it was well and truly complete by the time I had won my over all end balance. Il try and look up the player history there are so many pages of game play could you please help me narrow down what information specifically would be helpful for this case please

Could you please advise if you remember what your balance was at the time you completed the wagering of the bonus?

I do not remember an exact amount. All I know was I had wagered said bonus and kept playing and had an amazing win.

Would it be helpful if I was able to find out my balance upon completion of the wagering.?

We'll try to find out from the casino.

Thank you very much, kirstymaree001, for providing the necessary information. 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.  

Thank you. 😊

I have come across this photo on my game play however I believe this was at the beginning of when i started to win..

I was making frequent deposits as well as recieved the Friday bonus as quoted above It is very over whelming trying to go through hundreds of pages of game play. Their may of been a chance I won from my own deposit and not the Friday bonus.

I would just like to express my sincerest apologies for this as mentioned 100s of pages of game play makes it very over whelming for me not to mention the time and date difference to the casino. I can provide a link to the page for my game play history if that would help unless there Is a way i can extract it from the casino in a document file to forward on.

Hello kirstymaree001,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Playzee Casino to join the conversation.

Dear Playzee Casino,

Can you please confirm if the player's winnings were accrued from a real money deposit play or from the Friday bonus play?

Hi Michal 😊

Thank you for taking the time out to help me with this case, Could you please let me know if there is any further information I can provide to potentially help my case please.

Dear kirstymaree001,

I believe we don't need any further information from you at the moment. Thanks.

As I have written above, we need the casino to confirm if you have gained your winnings while playing with the Friday bonus or if they were gained with real money, as this is important to know.

I kindly ask for your patience for now.

I Appreciate everything & will patiently wait for a response.

♤♡♧ ThankYou. ♧♡ ♤

Hi Michal.

Upon further investigation into my game play and assuming I infact won on my own with real money I found some compelling evidence the casino is trying to cover this up by deleting the specific game play history I have attached 2 screen shots clearly showing dates and times to indicate this.

Hi kirstymaree001, 

Thank you for your post.

Kindly note that our standard promotional terms and conditions particularly clause 8 https://www.playzee.com/promoterms which stipulates: Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a NZ$100 instant bonus, a maximum of NZ$1,000 is eligible for withdrawal if we choose to enact this clause.

In your case, the winnings were erroneously capped at $1,000 instead of $100. Our records confirm that you proceeded to withdraw the erroneous credit.

@CasinoGuru We note that this matter has already been escalated to one of the approved ADR's for further adjudication and we can therefore not enter any discussions on the matter and would therefore ask you to kindly close and resolve the thread. Further information related to our complaints and disputes procedure, can be viewed in clause 21 https://www.playzee.com/terms?scrollTo=complaintsanddisputes. 

Kind Regards

Playzee Casino

Playzee casino you actually emailed and informed me my balance was capped to $1000. More or less inviting me to withdraw this balance.

And just a FYI this is no longer being delt to by a ADR.

I also have proof of this.

Because I was unaware of what to do In the instance I asked thePoGG for help they decided there was no case.

I have a email from eCOGRA stating my case isn't going to be delt to from them for that reason.

Casino Guru requested my gaming history, as I investigated further I have strong evidence to believe playzee casino is hiding the fact I won with my own cash balance by removing my game history during the time period I actually won.

Dear kirstymaree001,

I regret to inform you that I can no longer proceed with your case. I understand your frustration and acknowledge the time and stress this situation has caused you. However, since the official Alternative Dispute Resolution (ADR) The Pogg ruled in favor of the casino, there is nothing more we can do. Based on the evidence you provided, we cannot establish that your winnings were obtained through real money play. Instead, all indications suggest that the bonus rules, including the maximum win cap of $100, were still in effect. Consequently, the ADR (The Pogg), has made a decision aligned with this assessment.

I have reviewed the case you submitted to The Pogg, and I concur with their decision as well. They made efforts to explain the situation to you, emphasizing that you were actually in a better position by being able to withdraw $1000 instead of the expected maximum win cap of $100. However, it appears that their explanation was not successful, so any further clarification is likely to be futile. Unfortunately, after careful consideration of all the relevant information, we must reject this complaint.

We apologize for not being able to provide further assistance in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us.

Best regards,

Michal