Complaint #2 PartyCasino

Refuse to pay

By papadol3

12 years ago

Message on forum

Hello,

Party Casino refuse to pay 8000 EURO I won in their Roulette table and poker. It was a special Roulette bonus that you can also play in poker according to bonus rules.

I played a special signup offer for Roulette game coupon code 500ROULETTE,The deposit was of 500 EURO and the bonus was 330 EURO. I managed to win big and the casino decided not to pay because according to the casino I breached the terms and condition.

The casino couldn't explain exactly what term I didn't comply with , shame on them.

I wager the full amount required to cash out. I actually wager 40,000 more as I placed Red and Black bets that the software wouldn't count for the wagering but it was still huge amount I wagered so I can win, I got very lucky and this non payment is a disaster for me after I had tough time lately trying to win.

Any help getting my winnings from them would be much appreciated. After I searched in Google I could see I am not the only one and I could find some positive resolution with this casino, I blame myself for not checking enough before I decided to trust this Casino, I had no idea such a big name will treat me like that.

Regards

Panagiotis < surname removed >

Disputed Casino PartyCasino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Party Casino where it is clearly displayed that player violated aforementioned terms stated above.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision, we remind a player that further assistance on this matter could be requested from the relevant licensing authority responsible for Party Casino.

PartyCasino

• Representative

9 years ago

This account has been suspended due to breach of our terms and conditions. The particular article that has been breached is below. For further details we ask the customer to please contact our support staff.

14. FRAUDULENT ACTIVITIES, PROHIBITED TRANSACTIONS AND FAILED DEPOSITS

We have a zero tolerance policy towards inappropriate play and fraudulent activity. If, in Our sole determination, You are found to have cheated or attempted to defraud Us and/or the Group or any other user of any of the Facilities in any way, including but not limited to game manipulation or payment fraud, manipulation of the multi-currency facilities, betting on all possible outcomes of a game or event or if We suspect You of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transaction (including but not limited to money laundering) or if Your deposits failed to be honoured by Your bank for any reason, We reserve the right to suspend and/or close Your Account and recover bad debts using whichever method may lawfully be available to Us including, but not limited to, (i) debiting the amount owed by You from Your Account; and (ii) instructing third party collections agencies to collect the debt. This may have a detrimental impact on your credit rating and will require us to share your personal information (including Your identity) with appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.
We reserve the right to void and withhold any or all winnings made by any person or group of persons and to void and withhold any Standard Player Points gained by any person or group of persons where We have reasonable grounds to believe that said person or group of persons is acting or has acted in liaison in an attempt to defraud or damage Us and/or the Group and/or the Facilities and/or the Platforms in any way.

AskGamblers

• Support Team

9 years ago

This complaint has been reopened due to the declared willingness on behalf of Party Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

PartyCasino Complaint Stats

Resolved 52 / 61

Avg. Amount $3,961

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

PartyCasino Complaints

See all complaints for this casino

Withdrawal of $35800 Pending and Account Blocked

Hi,

I hope this message finds you well. I opened my Party Casino account on ( July 31st) and deposited money in my casino account. I deposited $4000 initially and gambled and requested withdrawal for $20,000 and they locked my account and asked for documentation to verify my account. I did submit them all the documents same day they activated my account but said my withdrawal is still under review. So i started to play again and lost $20,000. So I redeposited $12,000 from my bank account and played and won $35800. I requested two withdrawals, one for 10,000$ and other for $25,800.

They again blocked my account and asked for bank statements. i sent them bank statements next morning and contacted customer support for my withdrawal and account status they didnt provide any status update, just saying it is going under security checks. I asked them timeline and everytime they gave me a different timeline.

Its been really frustrating that I have not received my withdrawal for more than 72 hours now and my account is still locked.

I do wager on all different online platforms but never had this much issue ever with withdrawals.

Could you please help me in getting my withdrawal and my account activated.

Unresolved

$35,800

Withdrawal circus

On December 7 I withdrew 4000$ from partycasino, I have withdrawn here many times with no issues and always received my money via e-transfer into my acct within 4/5 hours. This time I never received it and contact customer service, I was then told the deposit was rejected and I needed to provide identification documents, which I provided without 30 minutes of hearing this. Time went on and no response , I contacted support and this is where the loads of incorrect and false information started. I’ve been told multiple different stories from every representative I speak to from my money will be resent working a few hours to they’re processing a wire transfer as we speak. Nothing has happened. Then when I contact customer support again today I was told I’m sorry it looks like you need to send in documents for us to process your withdrawal and I was asked for all the same documents I’ve already provided. I explained I’ve already done this and was told they had been reviewed, now the circle of misinformation and false promises begins again. I just would like the money I won and to have this nightmare be over.

Resolved

$4,000

Account blocked for no reason and money trapped inside the platform

Hello,

My name is Rafael and I've been using Party Casino since the beginning of 2022, I've never had any problems with it.

But to my surprise on July 1, 2023 when accessing my account, it had been blocked for no reason.

They asked me for all the documentation proving ownership of both identity and address. But I had no more answers. when I contact them I just get a message that it is being analyzed and that they will get back to me shortly, but it has been almost 20 days since there is no solution and I still have my account blocked.

I have more than 300 euros. I already asked for my money and they don't give me a position.

I would like a solution.

Unresolved

€300

Account closure and refusal to pay my funds

Good afternoon,

I'm < full name removed > and I've been playing on the PartyCasino platform regularly for a few months now. My login is: < email removed > and account: < account ID removed >.

However, about 1 month ago Party Casino customer service blocked my account and funds. I had about 145 euros in my account and when I tried to withdraw this amount, the Party Casino team blocked my account and then asked for a series of documents and photos to verify my identity. I sent all the requested documents and received an email saying that the documentation was accepted and that they would analyze the reason for the block as soon as possible.

After more 1 month I didn't get response and I felt treated with total disregard. And what's worse, the platform withheld and kept money that belongs to me. If they really are going to block the account, the fairest minimum is that I can withdraw the funds that are in my account.

I demand a quick solution, something PartyCasino has so far been unable to do. Slowness and negligence is synonymous to this platform.

< Full name removed >

Unresolved

€145

Glitch left me 670 out of pocket

On the 27th May 2023 I was playing on the PartyCasino platform. The game of choice was Live Immersive Roulette.

Throughout my play, the game was clearly having some technical issues as every other spin my bets were rejected and I was told to contact customer support.

I soon got fed up of this and decided to leave the table so that I couldnrefesh my web browser to see if this would fix the issue. When I left the table I had a balance of £874.00 as shown on the roulette table onscreen balance. However, to my shock and horro when I was back at the homescreen of PartyCasino my balance was short by £670!

I immediately contacted customer support about this issue and I was told that there was a problem with their platform with many other users experiencing the same problem. I was told that this should be resolved in the next 24-48 hours. I have been chasing them everyday since the event and no meaningful update has been given to me. I keep getting told it has been escalated but I get the feeling they simply don't care and are hoping I will just leave it. But I wont. Your system glitch has left my out of pocket by a substantial sum. £670 is alot of money for me.

I really need some help and assistance in getting this resolved as I am being treated unfairly here.

Resolved

£375

Party Casino not paying my winnings

I have been a Party Casino customer for quite a long time. I have had no problems with withdrawals, but now they are stalling, and have been unable to pay my winnings for two weeks. One time they tell me they can't find the amount, and the next time they tell me to upload my ID and then my passport. And my account manager has mysteriously disappeared and is not responding. I have attached our conversations so far and the status of my payment.

Resolved

€4,500

Verification process is taking too long and still not replying back

Dear [PartyCasino Support Team]

I hope this email finds you well. I am writing to follow up on a withdrawal request I made on January 16th, where I requested to withdraw £4000 from my account. On the same day, I received an email requesting additional identification and bank card information, which I promptly provided.

However, since then, I have been waiting for the verification process to be completed and I am writing to express my disappointment and frustration with the lack of progress on this matter. I understand that verification can take some time, but I have reached out to your support team multiple times for updates and have yet to receive a resolution.

On January 20th, I contacted your support team for the first time to inquire about the status of my withdrawal request. I was informed that the verification process takes time and was asked to be patient. On January 21st, I reached out again and was told that additional documents were needed, which I promptly provided. I was also informed that the verification process would take 48 hours, but after that time passed I had heard nothing from your team.

On January 25th, I reached out again to inquire about the status of my withdrawal request and was told that the timeline was actually 72 hours, so I waited an additional two days. On January 28th, I reached out again and was informed that the support team would send a reminder and get back to me within 24 hours, but this did not happen. On January 31st, I reached out for the final time and was told that a reminder would be sent, but it has now been three days and I have yet to receive any update.

At this point, I am no longer concerned about the status of my account, but I would like to have my funds transferred to me as soon as possible. The total amount I am requesting is £5298.30.

I would appreciate a prompt resolution to this issue and request that my funds be transferred to me as soon as possible. I look forward to hearing back from you soon.
I have attached a few screenshots below.

Best regards,
Renata

Resolved

£5,298

Casino delayed my withdrawal 7 days now

Hi,

I requested to withdraw £10000 on 18th January 2023 and this transaction has been stuck on status "reviewing performing checks" since. Party Casino did email me on 18th Jan requesting my driver licencse which I provided the same day. I have opened 2 tickets asking for an update on my payment which they replied it was still undergoing checks.

I have made other withdrawals and haven't had any issues, only this one which is a large amount.

Resolved

£10,000

Withdrawal overdue

I am writing to you to raise an issue about Partycasino. The issue that I have experienced was when I received an email for verification after sending all the required documents, I then received an email stating I am fully verified. However they have continued to block the withdrawal until appropriate team has contacted regarding my account. I was told this will take 24 to 48 hours. However it’s been nearly 8 days now without getting a reply from said team and whenever I have contact someone, they give me the same automated answer, this has caused me great stress as I feel I’m not gonna listened to and this matter is being taken seriously

Resolved

Will not withdraw my winnings

Hello

I won £10,830 on the 19th of December and been trying to withdraw it ever since!

The website asked for my proof of identity which I sent my card used to deposit and my passport.

First they asked for my card with all but middle 6 digits covered and then only first 6 and last 4 covered!
Anyway I’ve sent all the photos as they described and they keep saying that they are not correct even though they are

Now they have not replied to my emails in the past 6 days and the phone number they have on the website and the number an operator gave me doesent work either it just flat tones or dials out!

When I speak to the chat operator on the website they just apalogize and say they have spoken to the right department and I will receive an email which never comes without me chasing it and it keeps going around in circles.

Any help regarding this issue will be greatly appreciated as it has been over 2 weeks now and I really need this money

Attached are showing what I’ve tried to withdrawal

What they have asked for
What I have sent them
The exact right evidence

Just constantly says “performing our checks”

Resolved

£10,830