Playzee Casino - Player's winnings were confiscated.

I made a deposit on the welcome offer of $50 with a bonus. Then I played small bets and lost it. I then made a $100 deposit with no bonus offer. I played for hours, won $2805 and cashed out. I was then informed that Playzee was confiscating my winnings because some of my bets on were over $5. Note that these bets were not on any funds from my welcome bonus. I consider this confiscation to be completely unjustified.

Dear cathacke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

Could you please explain what your balance was prior to your second deposit in the casino? Did you perchance breach the max bet rule prior to completing the wagering of your first deposit and bonus in the casino to your knowledge? Would you be able to share with us your bonus history in the casino since you started playing there?

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

Best regards,

Tomas

I had just opened and verified my account prior to the first deposit, so that was my entire bonus history. My balance was down to zero (or definitely less than the 20 cent minimum bet), before I made my second deposit.

This all happened with my second deposit: I played through my second bonus many times with bets less than $5. My balance was somewhere around $1000 and I made an initial withdrawl request of $500. I continued to place smaller bets and played my remaining balance down to zero. Then, after I was down to zero again, I made a reverse withdrawl of the $500 back into my account. Using these funds and playing bets of $5, I had some really good hits and my balance grew to about $3400. At that point, I made some final bets at $10, when ended up bringing by balance down to approx $2805. I then cashed out my entire $2805 balance. None of the amount won was associated with any bonus.

Have you requested your game history from the casino, or do you have access to your bet history? Did the casino specify any specific bets that were above the maximum bet limit? Would you be able to forward any communication between you and the casino regarding the issue to my email at tomas@casino.guru?

Dear cathacke,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the delay. The previous link didn't seem to work for me. Just emailed the emails from Playzee. It's also worth noting that as of April 1st, (just a few days after they confiscated my winnings) Playzee shut down it's Ontario operations. As such, players no longer have access to their betting history.

Thank you very much, cathacke, 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.  

Hello cathacke,

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 provide information on why the player's winnings have been voided? If the player has played with real money there should not be any max bet limitation.

Can you please forward the players game log or any other relevant evidence to support your claim to me at michal.k@casino.guru

Hi cathacke,

Thank you for your feedback

We note that you were found to be in breach of the max bet rule, as outlined in clause 9 of the Promotional Terms specific to the Welcome Bonus offer claimed, which confirmed that "The maximum bet allowed while the Welcome Bonus is in play is CA$5. Should You bet higher than this while the Welcome bonus is in play, the casino reserves the right to confiscate all winnings." This due to placing bets exceeding CA$5, while the welcome bonus was in play. Please note that the consequent actions were taken as a direct result of the violation of this term, as the winnings accrued were derived directly from the breach.

In referencing the Complaints and Disputes Procedure, as outlined in jurisdiction-based terms and conditions which confirms the process in relation to disputes you may have. It further provides details of the approved jurisdictional-based ADR’s to whom such matters may be escalated to, should you remain dissatisfied with the resolution provided. 

Trusting this provides some clarity on the matter, should you require any further assistance in this respect please reach out to our Complaints Team complaints@playzee.com, with whom you have already been in contact.

@Michal - In line with the relevant Personal Information constraints, regulatory obligations and for security purposes, we will be unable to further discuss this matter further on this platform and therefore encourage the customer to contact our Complaints Team or the iGO directly. Given the position, we therefore ask that you kindly close and resolve this case please.

Regards

Playzee Team

Thank you for the response, Playzee Casino team.

Dear cathacke,

As mentioned above Playzee Casino team can't share with us the required data we need to help us to rule this complaint accordingly and we are forced only to advise you to contact iGaming of Ontario (IGO) as they are the regulatory body for iPlayzee Casino in your location. You can still discuss your issue with Playzee Casino Complaints Team at complaints@playzee.com and request your game logs from them. If the issue has not been solved to your satisfaction and you feel you want to take this case further you can contact iGaming of Ontario (IGO) via email igaming@igamingontario.ca or telephonically on (416) 326-8283 or 1-833-55- iGame (toll free). They might have better options and tools to help players. Please let me know if you do so and how they responded at michal.k@casino.guru

We will close this complaint as Waiting for the regulator's decision. I understand this is not a satisfactory solution to your issue, but under the current circumstances, there is not much else that can be done from our side.

If you need any further assistance with anything else feel free to send an email to michal.k@casino.guru and I will do my best to assist you.

We wish we could be of more help.

Best Regards

Michal

Dear cathacke,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the iGaming of Ontario (IGO), we kindly request you to forward us their official statement at michal.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Michal

I am still waiting to hear back from the regulator apparently due to a massive backlog of complaints which could take years to resolve. Meanwhile, Playzee has stopped operating in Ontario. They still owe me approximately $2800. Sadly, I have received no indication from Playzee that they ever plan on returning my money, so I have no alternative but to consider Playzee to be a fraudulent website that picks up and leaves a jurisdiction rather than deal with the claims.

Dear cathacke,

Can you please forward me the email that you have sent to iGaming of Ontario (IGO) as well as all other (if there is any) communication that you have with iGaming of Ontario (IGO) at michal.k@casino.guru

Dear cathacke,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear cathacke,

Thank you for your email, I have received it successfully. I have requested iGaming of Ontario (IGO) for an update on your inquiry. For now, I will again temporarily close the complaint as Waiting for the regulator's decision. I will reopen this complaint once there is an official decision from iGaming of Ontario (IGO).

Dear cathacke,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

 The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.

Best regards,

Casino.Guru team