PowerPlay Casino - Player has been accused of opening multiple accounts.

Will not process withdrawl because husband and zi have the same IP adress as we only have one computer. Sent verification docs 4 times and nobody will give us answers. Husband is filing a complaint as well.

Dear stamps22,

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

Could you please advise if you or your husband accumulated your winnings with or without an active bonus? Was any of the accounts verified in the past? Do I understand correctly that this is your first attempt to withdraw any winnings from this specific casino?

Lastly, could you please confirm that you have used separate payment methods to deposit funds into each casino account?

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,

Petronela 

I think my husband just replied to you. He verified his account got a payout and now they say we have the same IP adress we have both verified our accounts. Have not won on bonus funds. We have seperate email addresse. I signed up because he told me they have my favorite game sahara riches and it is hard to find. This is my first time withdrawing but we do have a joint banking account and we process all our bills and everything through the one account. In the future I can use my prepaid Visa. No other casino has a problem with us doing this.

Thank you very much, stamps22, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello stamps22,

I will assist you with the complaint from now on. Provided you didn't bet together on sports betting with your husband, we'll need an explanation from the casino regarding the issue. I'll contact the casino and ask them for an explanation. In the meantime, could you please forward all the relevant communication between you and the casino to tomas@casino.guru ?

PowerPlay Casino,

Could you explain why stamps22's withdrawal is not being processed?

The casino has contacted us and are allowing David to withdraw his 950.00 but not myself. This is unfair as it is the same reasoning as to why they would not let us in the first place. Why let one and not the other? I think it is because my amount is much higher. This is a very shady practice. I want to pursue this as far as I can because I won the money without a bonus and sent all my verification docs. Their is no difference between my husband and myself just the amount won.

I just received an email stating that I can not withdraw my winnings because I broke several rules. They cant tell me the ones I broke. I dont think it is right my husband got to withdraw his winnings but I cant. We are accused of the exact same thing. They said my money is confiscated just like that, here now gone in a blink. Hmmmmmm. Why are the rules different for each player I still want to pursue this as I find this extremely shady.

Hello stamps22,

Thanks for the update. Would you be able to forward me the communication from the casino? Please send it to tomas@casino.guru Much appreciated!

According to the casino's terms and conditions having multiple accounts in a single household or playing under the same IP is not prohibited. The casino should be able to explain the reasoning they don't allow you to withdraw your winnings.

That is what I read as well. I dont think it is right they are allowing one of us to withdraw our winnings and not the other if they let one of us let the one with the larger withdrawl do it. I will forward my conversation with them to you. Thank you for all your help. They said it is too late as well all my winnings have been confiscated. I asked them several times for the reasons as to why I broke the rules and they cant tell me.

They sent me an email stating this 1.6.2

PowerPlay reserves the general right at any time, and in our sole discretion, to suspend or terminate your account (or exclude you from any of our services) without further explanation if we consider it necessary to do so. But they forgot the last sentence when they sent it .....In such circumstances, where deemed appropriate by us, PowerPlay reserves the right to remove any bonus monies in your account. I had 25.00 in sports and 10.00 in slots bonuses.

Hello stamps22,

thanks for the update. Please understand, that casinos can choose to close accounts. While we are not opposed to the practice, we think it's unfair to confiscate winnings where rules weren't broken.

Could you explain if the casino will remit you the balance that was on your account prior to the closure?

So today I signed on to withdraw my funds and I see that the 1908.00 that they said was confiscated was indeed still there. I just spoke to chat and told them I was doing my withdrawal and they signed me on to the site. I applied for the 1908.00 and got a confirmation that it is being processed and will be in my account. I was so happy they changed their mind. 10 minutes later I get an email saying they made a mistake and I cant have those funds. I am waiting to see what happens because that is downright rude

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.

They probably won't respond because they know they are being unfair. They are doing this because...... They cannot give me a reason they said they can ban anyone at their discretion. So, everyone I would not sign up to this casino. It is sad because it was a great casino, one of my favorites. But that doesn't do any good if management throws a fit and bans you because they are having a bad day.

Hello stamps22,

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 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.

We’ve reopened this complaint at the request of PowerPlay Casino.

The casino informed us recently there was a development regarding the case. According to the casino representative, your husband was able to withdraw winnings while you were not.

Later, in 2024 you opened a new account in this casino again despite registering earlier.

Could you please comment on these accusations?

Dear stamps22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.