Complaint #106 PartyCasino

Self Exclusion With Gamstop Not Observed

By Robert W.

7 years ago

I am submitting this complaint as Party Casino's customer service is absolutely appalling and do NOT answer e-mails or telephone calls. They also do not have a live chat option so maybe this might attract their attention.

Joined PartyCasino on the 07/03/2019 was allowed to sign up, enter the site and deposit £30.00 via Paypal. It's also worth mentioning that I was successfully verified. Upon trying to login after being suddenly logged out a message appeared to say that I had been self excluded due to being a member of Gamstop. Now, surely this should have automatically happened when I signed up to the site and I should never been allowed to register let alone deposit with Party Casino??

I have wrote a complaint via Resolver (a UK company that helps settle disputes/complaints) to Party Casino as well as raise this issue direct to their complaints e-mail address.

Their response time is extremely poor (roughly three days) and on all occasions have received an e-mail stating that their 'dedicated team is looking at it and will get back to you soon'. I didn't receive an e-mail back when I asked for an update last week which suggests that they are blatantly ignoring me and hoping I will just forget about this.

I am extremely angry that a system put in place for problem gamblers like myself is not being adhered to by certain companies such as Party Casino who I feel have been completely negligent and irresponsible.

All details registered with Gamstop are the same details I registered with Party Casino so their is absolutely no reason as to why i was allowed to register and deposit with the operator.

It's also worth mentioning that I had self excluded direct with BWIN last year also (part of the same group - ElectraWorks Limited )

Disputed Casino PartyCasino

Reason Other

Amount £30

Discussion

There are no replies at the moment.

PartyCasino Complaint Stats

Resolved 52 / 61

Avg. Amount $3,961

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

PartyCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 26 out of 32 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 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