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Power Spins Casino - Closed my account and confiscated deposits/winnings

RESOLVED
Complaint Info
Disputed casino Power Spins Casino
Reason Refund declined
Shadmun86 United Kingdom Message
Posted on July 30, 2017

I signed up to powerspins on 11/4 and took advantage of the 200% welcome offer , no luck with the bonus so I deposited again this time taking no bonus I managed to get my balance above £300 and decided it's time to cashout .
A few days later I get an email saying that my account has been closed and all funds have been confiscated due to a duplicate account .
I only have one powerspins account but apparently This is to do with a bgo which is self excluded from years ago and bcoz I have had a bgo that is excluded and a powerspins the accounts have been closed and powerspins are refusing to pay the winnings or even refund the deposits.
So I basically deposited twice into powerspins 2x £50 and was allowed to play up until the point of cashing out .
I could have easily lost a lot on this site having no chance of any return, that's the most annoying part for me and I'm thankful it was only two deposits before I made a withdrawal request .
I'm happy to provide any other details required
Can you please look into this askgamblers

Shadmun86 United Kingdom Message
Posted on August 1, 2017

As I suspected no reply from powerspins.
How do I take this complaint further askgamblers?

AskGamblers
Posted on August 22, 2017

This complaint has been reopened due to the declared willingness on behalf of Power Spins Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

Posted on August 22, 2017

Dear Liam,

Thank you for taking the time to contact us regarding this matter.

I can advise that you hold duplicate accounts with bgo Entertainment Ltd, upon further investigation the original account had been Self Excluded by yourself.

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 Commissioners guidelines.

I can advise that your Powerspins account had been created on 11th April 2017 with an alternative email address and home address. On 12th April 2017 we had detected your duplicate account and suspended this as per the Gambling Commissioners guidelines. During this period you had deposited twice, totaling £70, and your account had then been suspended shortly after.

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.

Creating duplicate accounts is in breach of sections 19 of our Terms and Conditions;

'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.'

Please also see section 20 regarding your funds;

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.

In summary, the decision to close the new account that you created on Powerspins.com and to confiscate any winnings/deposited funds, will be upheld.

If there is anything else I can assist with then please do not hesitate to contact us via suppor­[email protected]­owe­rsp­ins.com

Kind regards,
Rebecca
Powerspins Customer Support

AskGamblers
Posted on August 22, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Power Spins Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino terms stated above. 

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Power Spins Casino.

Power Spins Casino Complaints

  • 11 of 11 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 462 USD avg amount

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