PowerPlay Casino - Player's winnings confiscated due to multiple accounts from same residence.

Subject: Request for Assistance with Withheld Winnings from Power Play

Dear Casino Guru Team,

I am writing to seek your assistance regarding an issue I have encountered with Power Play. In November 2022, I had winnings amounting to $1908.00 withheld by the company. The reason provided was the existence of two accounts registered from my residence. However, there was no clear rule stating that such an arrangement was prohibited. Interestingly, my husband's winnings were processed without issue. They also agreed that two accounts could be held in the same residence as long as proper ID was verified.

Fast forward to last week, I received an invitation from Power Play to engage with their site once again. Upon winning $550, my attempt to withdraw the funds was denied, citing the same reason of multiple accounts. This is perplexing, especially since I possess an email from 2022 confirming the closure of my account. 

I am at a loss as to why I was allowed to play and even encouraged to do so if my account was deemed inactive. This situation feels discriminatory, and I believe I am entitled to the winnings I have rightfully earned. Their actions seem unfair and could potentially warrant a review of their operating license.

I would greatly appreciate your guidance and support in resolving this matter. Thank you for your time and understanding.

Sincerely Rebecca Roux-Wolfe

Hello stamps22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why did you create a new account if you were aware that you had already 2 accounts in the past? Did the casino allow you to refund your deposited amount from the new account?

Please note that promotional e-mails are offer by many casino and unless you unsubscribed from them, you will keep getting new ones. It still does not allow to create any player multiple accounts and if you were aware of having them in the past, the casino is not responsible for any loss.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

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.