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Paddy Power Casino - Account suspension and casino bonus confiscation

UNRESOLVED
Complaint Info
Disputed casino Paddy Power Casino
Reason Casino terms violation
Amount £ 120
Posted on December 14, 2020

I have an account with Paddy Power at which I played during Blackjack Friday promotional event (29 November - 1 December 2020). On the last day (1 December 2020), I won £120 in casino bonus from the promotion that I need to wager 1x before that amount can be withdrawn (according to the promotional rule). After receiving the bonus I had not completed the wagering requirement, expected to play them a few days afterwards.

In the next morning, my account was suspended. The casino said the responsible gambling team wanted to talk with me via phone only. Until today, there have been two failed call attempts by them, the last one was almost 9-10 days ago. (I know that they attempted to call because I received an email from them after failed outbound calls by them.) I have attempted to talk to them via live chat many times but they insist only phone calls only and no alternative methods (such as Zoom or Skype) and they are even unable to provide me approximate date and time. (I have work to do, cannot be on standby 24/7 to wait for the call,) And now, the £120 bonus has gone to zero.

I still wonder what violation I have done (if there is), or just responsible gambling issue in case my behaviour is similar to an addicted gambler. To be honest, I am not addicted, only a few times that I decide to play. But the most two important things are:
1. How to communicate with a team to get the problem solved? What violations I have done in place (if any)?
2. If I have not violated anything, it is unfair to confiscate £120 bonus because of the bonus expiration as my account has been suspended. In that case, you need to give that bonus back to my account along with the rules.

It has been 12 days and nothing seems to be better. I wish you would be able to help. I have trusted Paddy Power most for my gaming experience for a few months for convenience, easiness to deposit and withdraw as well as casino reliability (a part of a large gaming corporate). But now I am really fed up with the problem that remains unsolved.

Posted on December 14, 2020

Hello, I would like to post some updates to the situation as well.

Two days ago the responsible gambling team called me, asked a few questions regarding current level of spending, gambling behaviours and ended up with to review my situation and send me an update via email as soon as possible.

Yesterday at the live chat of customer support team, I was informed that they need to call me “again” (for unknown reason) and ended up apologizing me for the delay. I do not understand the reason of another contact and what happened, to be honest. And if they need more calls each time, the problem never ends. The issue related to the bonus was informed to be investigated later with no decisions at the moment about what to do.

Paddy Power Casino Complaints

  • 5 of 25 resolved
  • 4 days avg response
  • 1 week avg complaint life
  • 1,959 USD avg amount

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