Party Casino - Bad treatment

RESOLVED
PrincessJudy Australia
posted on September 24, 2015.

I have played at and mostly enjoyed playing at party casino for many years. I have had my share of good wins too. Then I discovered that when using credit or debit card for deposit they sometimes duplicate the transactions. My bank told me this is common and usually my bank fixes it (but only when I draw their attention to it). I think that this has resulted in me losing money many times so eventually I stopped using credit or debit and only used Neteller or POLI until recently when for some reason I could not deposit using these methods. So I used my debit card and kept track and double checked using the casinos own records of my deposit history. That is when I noticed that my bank had deducted 13 transactions when it should only have been 11 (2 extra 28 USD). On this occasion the bank said they couldn't fix it so I would have to lodge a dispute. I then got a nasty email of demand from party casino with a threat that they would engage people to recoup the funds from me and ruin my credit rating. I was also blocked from the site. The bank at this point had only refunded one of the 2 transactions to me so this was all over a disputed transaction of 28 US dollars. I was the meat in the sandwich between a bank that had been having weekly glitches affecting transactions and a casino who has made a fortune out of me. If I hadn’t checked my deposit history I may not have realised but I knew to keep track. $28 is less than one bonus. I was so stressed I asked my bank to just give them the money back but then my bank said the casino had to follow the correct process to prove it was a legitimate transaction and leave me out of it. They said it was between my bank and theirs. Well I haven't heard another thing about it but since I was blocked from the casino in the very first instance it meant I could not access the proof that I had only initiated 11 transactions during the disputed period and not 13. After repeated requests from me the casino finally sent me my deposit history that indeed now showed 13 transactions. I wish I had downloaded it when I checked it. I feel like I am going crazy because I triple checked the number. Anyway, what I am wondering is if you can enquire as to why they would treat me so badly. I still live in fear of them sending some muscle men to beat me up to recoup 28 USD. It seems ridiculous. If by chance it was my bank’s fault then they just needed to provide that evidence to them. Instead they have now lost a valuable player. So much for respect for loyalty. Only last year they sent me a gift for my loyalty. I have been playing there since 2005. I don’t like that they are treating me like a dishonest person. I would like an apology and reinstatement of my account. Not that I would necessarily play there anymore but if I was tempted to I would only ever use neteller to deposit. Anyway, I don’t have evidence other than the email of demand. Do you need to see that? Judy

posted on September 24, 2015.

Dear Judy,
First of all, I am really sorry to hear that you feel this way!

Let me assure you that not a single employee of Party Casino has ever meant to harm you or cause you any trouble! We value our customers and do everything we can to resolve any issues that might occur in our relationship.

I checked the correspondence between you and our respective departments. I also saw the e-mail you are referring to. I would like to inform you that what we did was only to refer you to the rights we have to collect our depth legally and nothing else. This is a section of our Terms of Use which you have agreed to comply with upon account creation. You can refer to section 14 from the link below:

https:­//s­ecu­re.p­ar­tya­cco­unt.co­m/a­bou­t/l­ega­l_i­nfo­rma­tio­n_s.do­?pr­odu­ctI­D=C­ASI­NO&brandID=PARTY&LANG_ID=en_US&wm=4420295

Right after that, in the following paragraph, we stated that we would like not to take the route described and asked you to contact us immediately to have this resolved.

I assure you that we never meant you to take our words as any form of threat – we just ought to inform you of the current situation and the possible outcomes of it.

Our aim was and still is to have this resolved. We have sent you all of the needed documents to prove that the transaction in question is registered in our system, the sum of 28.44 USD was deposited and played by you but we could not collect it from your bank as you denied it. In cases like this when there is an outstanding amount, we have no other choice but to restrict your access to the account.

To have this resolved, I would kindly like to ask you to get in touch with our Customer support team. I really hope that you are willing to cooperate so we can explain what needs to be done to have the case closed.

I do count on your cooperation on the matter! I assure you that as far as we are concerned, we are willing to have the issue resolved and have you playing with us again!

I remain at your service!

Best regards,
Denitsa

PrincessJudy Australia
posted on September 24, 2015.

If you have checked correspondence then you would know that I followed the advice to contact customer service multiple times. They were not helpful and also threatened me. You expect me to pay back the money but do not say how and my bank tells me they will pay back the money when you provide them with the proof of it being a valid transaction. I know you have sent deposit history to me but they will not accept it from me. I am also trying fathom how your paperwork shows 13 transactions because when I checked there were only 11 on your system.They have told me that you are acting inappropriately to demand anything of me or to threaten me. This is between your bank and mine and could be resolved rapidly if you followed the correct process. I cannot override the processes of the bank. I quite honestly feel bullied by both parties. At the time this happened I was on the brink of attaining VIP status again which would have meant a $250 cash gift. As far as I am concerned you have got your $28 back by blocking me and I have missed out on the rest of that bonus. I also want to emphasize that i lodged the dispute on 2 transactions in good faith that they were duplicates as advised by my bank. I actually lost more money because of a system glitch at their end where multiple transactions starting duplicating before my eyes and I ended up in the bank in tears trying to work it out. I do not want to go through customer service again after the way I was treated. I don't need the stress.

AskGamblers
posted on January 10, 2017.

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 reluctant to give these old cases one more chance for a successful resolution.

posted on January 14, 2017.

Hello,

First of all I'd like to apologize for the inconvenience this situation has caused.

We have reviewed the case one again and in accordance with our Terms and Conditions you have been informed that there is an outstanding balance on the account due to transactions which were not received, but were credited to the account. There is a procedure to collect the funds and you were notified about this, also we have requested information from you which can be obtained from your bank. Till date we haven’t received any information.

You can find the actions we take in our Terms and Conditions:

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.

Also I would like to point out that the customer service has not threatened you in any way, but we do apologize if you have felt like this at any point. If you have any concerns or would like to resolve this, please contact our customer service team.

PrincessJudy Australia
posted on January 15, 2017.

I have not committed fraud. My bank declined the transaction due to duplication. As I already stated, your bank should resolve it with my bank. You don't seem to have read what I have stated previously. You do not value me as a player. I would have paid the $28 back in the first place just to keep the peace except you have not provided information on how I should do this given that I am blocked from the site. And now I have found better places to play. I WAS threatened over this small amount which is equivalent to less than one cash bonus that I was due to receive anyway. Why am I repeating myself? Customer service will just repeat the same blurb so unless you simply say this is accepted as a small mixup and please come back, I don't care anymore. Your loss.

AskGamblers
posted on January 19, 2017.

Dear @PrincessJudy,

Please make sure to provide a valid copy and/or a screenshot from your bank transaction history referring to the disputed transactions. Also, make sure to provide a copy or a screenshot of the email/official letter where it is clearly visible your bank refuses to accept as a valid proof the deposit history sent to you on behalf Party Casino management at the beginning of this dispute. You may send the requested evidences to suppor­t@a­skg­amb­ler­s.com

Please keep in mind that in case you fail to provide the requested evidence within the next 96 hours, AskGamblers Complaints Team will consider the issue as resolved and your complaint will be closed accordingly.