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PartyCasino - Irresponsible Actions

Complaint Info
Disputed casino PartyCasino
Reason Account closure
Amount £ 30
Posted on July 17, 2019

I am furious with this casino. I joined this casino recently but when I 1st joined I couldn't deposit straight away. I had to have checks done as it was showing I was self excluded with an associated casino. I didn't know who they were referring to but also at the same time I had removed a BWIN self exclusion. I advised them of that and was told they would raise an issue to check further and will get back to me

You can see 2 emails from them, one saying they were looking into an issue and the 2nd saying I could now deposit

I did just that once they were happy I was not excluded anywhere else as they had checked. I played £30

No more than a few days later they closed my account permanently advising I had another account with another casino self excluded, BUT they already checked. I didn't even know I had one self excluded from associated casino as they had checked anyway as my deposits were blocked

My issue is the casino checked, the suspended depositing whilst they checked and then confirmed my go ahead to deposit. The reality is my account should never have been allowed to deposit at all. I didn't just self exclude anywhere else. quite the contrary I was either re opneing accounts and joining new ones to play again

They have allowed me to deposit for no reason when I could never have won, never been allowed to withdraw and should never have been allowed to deposit......... but this casino checked and said I could now go and deposit. See emails enclosed

I've checked with live chat to ask why I was allowed to deposit. They advised I've excluded from another casino after my deposit. This is NOT the case at all, Opened account yes, closed not. The only closure was another casino doing this because of another casino etc etc

When I asked when I had apparently excluded date wise, they couldn't answer that yet they could say it was after my deposits. Strangely my deposits were only dated 4 days ago

So here at the casinos I have....... BWIN, Party Casino and gamebookers

They have all closed my accounts today not me citing the same reason that I have excluded from an associated casino ( previously ) but Party Casino already checked and confirmed I had not self excluded anywhere with an associated company

Please refund my £30 as this is your error or I'm taking this issue to the gambling authority

Posted on July 19, 2019

Dear Wyatt,

We at Partycasino.com, take the Responsible Gaming very seriously and we always aim to secure the game play of our customers in full terms.

Please be advised that all of your concerns were reviewed in detail and we have already sent you a comprehensive response to your registered e-mail address with us.

Last but not least, please note that we absolutely did not have any intent to prevent you from withdrawing any potential winnings accumulated from our website

Kind Regards
Partycasino Team

Posted on July 22, 2019

Dear @wyattharris,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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