Play2Win Casino - Payed out only 500 out of 3850 Euro!

RESOLVED
lucky303 Germany
posted on July 24, 2014.

I register to the Casino and used a welcome bonus. I won a lot and all terms and conditions were fulfilled, so i can withdrawal the amount of 3850,- Euros.
I wanted to withdraw so i send them all the files the need for the verification process.
(i got a call from them too for the verification process, they congratulate me too for winning this amount and told me that this amount gonna get payout the next days)

After 3 weeks that they confirmed they had all what they need and that the payment will proceed the next days and after many chat communication, i get a call and they tell me that only 500 can be withdraw and delete the amount of 3850,- euro.

All my deposits to the casino was 100,- euro.
They say that because i am a new player i can only withdraw 10-times from only one deposit, so 500 euros.

I really don't know were this condition was, i got terms and conditions when i created the account but didn't found something like that.

But this is scamming! To tell someone on the phone congratulations for winning so much but don't tell anything about this absurd terms is scamming for sure!

lucky303 Germany
posted on July 25, 2014.

and here two more print screens. One with the still 500 euro payout that is still processing...
and a lobby print screnn ( lvl 34 new payer! )

posted on July 28, 2014.

Hello,

We are sorry that the player feels dissatisfied with the final amount of the withdrawal. However, If the player did indeed go over the Terms and Conditions of the casino, then he should have seen this term:

"1.8.6. Any winnings derived from a deposit of 25-99 $/£/€, are limited to a maximum withdrawal of 10 times the deposit. In situations of extraordinary circumstances, the Casino reserves the right to forgo the withdrawal limit. Winnings derived from a deposit of 100 $/£/€ or greater, are not bound by the above withdrawal limit."

This is not a new term, we've had it for quite some time, and technically, the deposit the win was based on was in the amount of 25 Euro, which would have meant a withdrawal of 250. We made a judgment call and doubled it to 500.

We are sorry but this is indeed part of our terms and conditions and not hidden in any way, and we cannot ignore them for the sake of one player over another, although we did increase the withdrawal amount by our discretion. He can expect it next week.

Kind Regards,

Play2Win Casino

lucky303 Germany
posted on July 28, 2014.

So if someone make a deposit over 100,- Euro, can withdraw every amount that he won? and under 100 euro just x10 of the deposit? It sound absurd anyway ...

I would suggest then if you calling a player that won over this limit not to say he can withdraw the hole amount as you did!
You waited so long and didn't informed me about anything, so i had to communicate many times and finally to land to a dissatisfaction after 1 month of waiting!

and the 25 + 25 euro to activate playsafe and neteller got lost in this amount. at least you could count all the deposits ( 100 euro ), because all was for the same reason.
I think at least, it should be like that : 100 x 10 = 1.000 Euro.
This would be ok with me ... and not delete just like that the amount of 3850,- from my account and just let 500 on it!

You expect to win a new user to your casino if you act like that? No good enough for someone to start playing in your casino...

posted on July 28, 2014.

If our support led you to believe the whole amount was going out we will investigate and make sure that does not happen again. It wouldn't do us any good to mislead you about your withdrawal, and if that was not made clear we do apologize.

However, our terms and conditions are fixed for all players and all players are encouraged to read, before playing with real money at any casino, to read the terms and understand them in full before playing. We assume you do so when you open an account. We are sorry you didn't know what your withdrawal amount was, but that does not mean we can change it beyond what we've already done, which was double it.

More than that, I'm afraid we cannot do.

lucky303 Germany
posted on July 28, 2014.

Ok, but you could at least add the 50,- euro, that was only supposed to verify the click2pay and neteller accounts! I think it would be Fair or not?

posted on July 31, 2014.

I'm sorry those are not refundable, and you only needed one deposit of 25 to confirm the account. Those cannot be added to the withdrawal, which is already 250 over what it should technically be.

lucky303 Germany
posted on August 1, 2014.

Ok, lets see what happen now with the 500,- Euro. The Withdraw is still pending and has the Processing status.

posted on August 3, 2014.

Hi there,

It should be sent to you by tomorrow.

KR

lucky303 Germany
posted on August 3, 2014.

The amount of 500,- Euro got payed out.

lucky303 Germany
posted on August 4, 2014.

i am still disappointed with terms and conditions but anyway.
What i dont understand in your terms and conditions is this:

!...withdrawal of 10 times the deposit. In situations of extraordinary circumstances, the Casino reserves the right to forgo the withdrawal limit. Winnings derived from a deposit of 100 $/£/€ or greater, are not bound by the above withdrawal limit."

Does it mean if you a new player or not, if you make a deposit of 100,- euro or more you can withdraw every amount or not ? Why you write in terms and conditions thinks like: "In situations of extraordinary circumstances" What are for you extraordinary circumstances???

Please answer clearly!

posted on August 5, 2014.

Hi there,

Yes, deposits of 100 or more are not limited by a max limit..
In some cases, depending on the player's deposit history, the casino might waive the 10X restriction for a particular withdrawal. It is the right of the casino to do so.

I hope this sheds some light on the subject.

lucky303 Germany
posted on August 5, 2014.

Again the same... "In some cases, depending on the player's deposit history, the casino might waive the 10X restriction for a particular withdrawal. It is the right of the casino to do so."

can you explain me this? which are this cases ???
I need to know, otherwise why should i use your casino again!?!?!?!
Please answer finally this question!

posted on August 5, 2014.

All this means is that the Casino holds the right to make exceptions, that's it. There isn't some list of exceptions that you can follow just a reminder that the casino has the right to make judgment calls in rare cases. We don't know what these cases may be until they occur. Maybe we decide to help a person who has suffered a tragic personal loss? It's not something we anticipate in advance.

To summarize: As far as you and other players are concerned, the rule ALWAYS holds, and you should always act as if it applies to you.

lucky303 Germany
posted on August 5, 2014.

so you telling me if i play again you may payout or maybe not!
This is for me scamming! Your terms and conditions are build like that so you can all ways decide if you pay out or not!
Like the case we had ! you own me 3350,- Euro !!!!! and if you not pay them out i will make so many post on the Web that hopefully everybody knows that you are NOT A TRUSTFUL CASINO TO PLAY !!!!

AskGamblers
posted on August 5, 2014.

Player did get his funds. And we recommend a player in the future to read T&C before he deposit and used bonus, and if he have any doubts about them to contact a customer support of the casino. This complaint is resolved.