Complaint #1 PartyCasino

not paying winning

By morryme1

12 years ago

Message on forum

I have been a loyal player in www.partycasino.com since Sep 2009. I have played every month in the casino and kept loosing more and more money and never got lucky to win anything after they sent me offers with bonuses to gamble in their casino. My favorite game was roulette and as per the bonus terms it was an allowed game to play every month.

Finally, begining of this last, on Jan 2nd,2011 after I made my $332 deposit and got their $166 bonus I have won and made a withdrawal total of $10928 ( It really made me feel happy after loosing so much money with all the deposits I made since 2009 ). I made sure also that the bonus requriments are met by checking the bonus bar on the casino softwear in my account. I have also sent to the casino my personal ID for them to increase my withdrawal limit . After they approved it, I made my withdrawal and waited about a week. After a week I received am email from their alerts@partyaccount.com that I did not followed their bonus terms since I made a withdrawal right after I completed the bonus requirements and "did not risk enough my money" despite the fact that the bonus bar showed me that I completed the game play needed and I'm allowed to withdraw. I have then asked them to allow me to keep playing with my winnings and risk further more by playing with the remaining allowed casino games, but they totaly refused for me to do so and locked my account.

At first I was convinced that the casino is right and asked to be paid With my deposits, and they paid my total deposits I have made since 2009 (Total of $2760). After I read again their full terms and conditions I really could not understand what I made wrong with my game play and I think partycasino is just trying to sell me stories and coming up with unfair escuses to avoid my winnings. I think that since I reached such a high winnings maybe they can not efford paying a player winnings in such amounts of $10928 and paid me only my deposits of $2760. (they are in financial problem maybe?)

I really can not understand why partycasino treated my case and did not honor my full fair winnings (unless they are short of money and I think that this issue should be published all over to warn players by risking their money in PartyCasino). It really made me feel happy after loosing so much money with all the deposits I made since 2009). I made sure also that the bonus requriments are met by checking the bonus bar on the casino softwear in my account. I have also sent to the casino my personal ID for them to increase my withdrawal limit . After they approved it, I made my withdrawal and waited about a week. After a week I received am email from their alerts@partyaccount.com that I did not followed their bonus terms since I made a withdrawal right after I completed the bonus requirements and "did not risk enough my money" despite the fact that the bonus bar showed me that I completed the game play needed and I'm allowed to withdraw. I have then asked them to allow me to keep playing with my winnings and risk further more by playing with the remaining allowed casino games, but they totaly refused for me to do so and locked my account.

I really hope that you can help me somehow to be paid with my remaining winnings after contacting the casino on my behalf.

Thank You

Maliheh

Disputed Casino PartyCasino

Reason Declined payment

Discussion

morryme1

15 years ago

Hello to Askgamblers Support,

I wish to notify you that after a big big hasel I had with partycasino and negotiations over the phone after I called them the superior manager agreed eventually to process my remaining withdrawal to me after deducting $3200 which he claims that's the bonus wager I needed to complete and "they have the right" to deduct it from my winnings...

I eventually agreed to that "deal" they gave me , withdrawed the remaining of my winnings and I already have been paid with it. I just wanted to update you about the payment matter with partycasino and which it has been solved and you can close this case in your system

thank you for your assistance

Maliheh

morryme1

15 years ago

hello to AskGamblers Complaints Department

I have just read your reply to me by email regarding the complain again the non payment matter I have with partycasino .

I just wanted to thank you very very much for your help to me regarding this matter and I hope that eventually I will be paid with my fair wininngs.

thanks again

Maliheh

< email removed >@gmail.com

AskGamblers

• Support Team

15 years ago

It was not so easy to get even reply from Party Casino Support, so we was forced to use our direct contact there:

its not so easy cause the official casinoi support email is [email protected]

and this is the one your email will go if i dont fwd the case to somebody from my side.

After waiting a few days, we received another reply from our contact:

dont know if employees at party are allowed to post in public without having special permission. thats why i was reluctant to do anything without checking with the team first.

happened to me also in the past....

i ll do my best to get something for you

After couple more days, we received this:

I ve forwarded this to our head of product. Cause in such cases not everybody can respond on a forum. Requires special authorization that comes from PR and the product owner. So I m kinda stuck in bearocracy. I ve asked guidelines from the owner of the product but no luck so far. He is a very busy man. and there is not much I can do apart from bugging him with emails.

I ll let you know as soon as I have a reply.

We are still waiting for a reply. We would ask you for some more patience. Thanks

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