Complaint #4
Power Spins Casino
Unfairly confiscating deposit
9 years ago
Hi,
I received an email advertising a new casino called Powerspins.com - so I decided to join and deposit £25 - I didn't play at that stage - just made the deposit to play with later. When I went to log on, it said my account had been temporarily suspended. I couldn't understand why, so emailed support, who took approximately 3 days to reply - only to inform me that the site was owned by BGO and I had an account with them which was self excluded.
My deposit would be confiscated - which hadn't been used to play with.
Why was I allowed to make the deposit with another site if I was self excluded ? How can this be in line 'with our commitment towards responsible gambling'.
It seems completely unfair to confiscate a deposit - I understand if I'd won and was trying to withdraw but it was an honest mistake - I had no idea the two sites where related.
I received an email advertising a new casino called Powerspins.com - so I decided to join and deposit £25 - I didn't play at that stage - just made the deposit to play with later. When I went to log on, it said my account had been temporarily suspended. I couldn't understand why, so emailed support, who took approximately 3 days to reply - only to inform me that the site was owned by BGO and I had an account with them which was self excluded.
My deposit would be confiscated - which hadn't been used to play with.
Why was I allowed to make the deposit with another site if I was self excluded ? How can this be in line 'with our commitment towards responsible gambling'.
It seems completely unfair to confiscate a deposit - I understand if I'd won and was trying to withdraw but it was an honest mistake - I had no idea the two sites where related.
Good afternoon Janet,
Thank you for taking the time to contact us.
We undertook a full investigation of your accounts held with bgo Entertainment Ltd.
There was an account with both bgo and Powerspins matching your details and there is also another account on both bgo and Powerspins with a different set of details. Including a different name and date of birth.
You advised us in one of your emails that you held a number of different email address which is how we were able to match these accounts to yourself.
In the terms and conditions on Powerspins it states "This website Powerspins.com and any mobile applications through which our Services are offered are operated by Bgo Entertainment Limited (company registration number 1839), a company registered in Alderney. The registered office is at address Inchalla, Le Val, Alderney, GY9 3UL. These terms of use apply to Bgo Entertainment Limited, hereinafter called (Powerspins.com or the Company)."
There is also reference to this on the homepage, new player registration page and in the welcome email you were sent. I have attached these for you.
Your original account was self excluded with bgo and the account was set up on Powerspins using a different email address. The new player welcome bonus was accepted and started wagering through, it was at this point we been able to identify your self excluded account and frozen the access you had.
With a Self-Exclusion, it is an agreement by both parties that 1 - We will endeavor to stop you from gambling on bgo (and any other sites owned by bgo entertainment ltd), for the requested time-frame, and 2 - That you agree on your part not to attempt to re-open any accounts with us. If for any reason you decide to open a new account with the company, that has the same details as the Self Excluded account, and this is not stopped upon sign up - We will close this within a 'Reasonable Time-frame' As per the Gambling Commission guidelines.
As you have deliberately entered details that differ from your original Self-Excluded account this has not been picked up instantly by our system, meaning we were unable to locate your duplicate account as fast as we normally would. This is a breach of the Self-Exclusion Agreement on your part.
There was no refund in funds for two reason, The first being that you had been self excluded on your bgo account and set up a new account with Powerspins and started wagering with the bonus. the second being that you did this with a second account in a different set of details on the same day.
In sections 18 and 19 of the terms and conditions you will also see the following statements;
18
The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.
19
If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.
I hope this clarifies the situation for you and if you feel you need any further help or assistance please don't hesitate to get in contact with us.
Many Thanks,
Paul
Customer Service Manager
Powerspins Customer Care Team
Thank you for taking the time to contact us.
We undertook a full investigation of your accounts held with bgo Entertainment Ltd.
There was an account with both bgo and Powerspins matching your details and there is also another account on both bgo and Powerspins with a different set of details. Including a different name and date of birth.
You advised us in one of your emails that you held a number of different email address which is how we were able to match these accounts to yourself.
In the terms and conditions on Powerspins it states "This website Powerspins.com and any mobile applications through which our Services are offered are operated by Bgo Entertainment Limited (company registration number 1839), a company registered in Alderney. The registered office is at address Inchalla, Le Val, Alderney, GY9 3UL. These terms of use apply to Bgo Entertainment Limited, hereinafter called (Powerspins.com or the Company)."
There is also reference to this on the homepage, new player registration page and in the welcome email you were sent. I have attached these for you.
Your original account was self excluded with bgo and the account was set up on Powerspins using a different email address. The new player welcome bonus was accepted and started wagering through, it was at this point we been able to identify your self excluded account and frozen the access you had.
With a Self-Exclusion, it is an agreement by both parties that 1 - We will endeavor to stop you from gambling on bgo (and any other sites owned by bgo entertainment ltd), for the requested time-frame, and 2 - That you agree on your part not to attempt to re-open any accounts with us. If for any reason you decide to open a new account with the company, that has the same details as the Self Excluded account, and this is not stopped upon sign up - We will close this within a 'Reasonable Time-frame' As per the Gambling Commission guidelines.
As you have deliberately entered details that differ from your original Self-Excluded account this has not been picked up instantly by our system, meaning we were unable to locate your duplicate account as fast as we normally would. This is a breach of the Self-Exclusion Agreement on your part.
There was no refund in funds for two reason, The first being that you had been self excluded on your bgo account and set up a new account with Powerspins and started wagering with the bonus. the second being that you did this with a second account in a different set of details on the same day.
In sections 18 and 19 of the terms and conditions you will also see the following statements;
18
The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.
19
If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.
I hope this clarifies the situation for you and if you feel you need any further help or assistance please don't hesitate to get in contact with us.
Many Thanks,
Paul
Customer Service Manager
Powerspins Customer Care Team
Power Spins Casino Complaint Stats
Resolved
11 / 11
Avg. Amount
$462
Avg. Complaint Duration
5 days
Avg. Response Time
3 days
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