Parklane Casino - Unfairly holding money

Michael Owen United Kingdom
posted on September 16, 2016.

I recently opened an account with Parklane Casino deposited a total of £1100, placed multiple casino bets over a 24 hour period and then requested to withdraw my balance which was coincidentally also £1100. I received an email a week later stating:

"Hello Michael,

In line with our Terms and Conditions regarding irregular play, we have declined your withdrawal request and cancelled your winnings.

These Terms and Conditions are available on our site.

Your last deposit has been credited to your account balance."

I have now been told that my bets should have not have been equal to or greater than 30% of my deposit, as per their T&C's.

5. Betting rules
15.1. You must bet according to the specific rules of the game you are playing.
15.2. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.
"Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Consequently, are declining all my withdrawal requests and keep informing me that I need to contact their Finance team, who I have emailed numerous time with no reply, they refused to give me a contact number and just keep fobbing me off with different excuses.

As my bets were supposedly against their rules and my deposit was credited back to my account I simply require a refund. However, they are just stalling me and keep telling me to contact my Account Manager or the Finance team.

posted on September 19, 2016.

After reviewing your account, please allow me to share my findings with you.

You deposited numerous times on the 8th and 9th of September, and proceeded to place bets over the allowed amount as stipulated in our Term & Conditions, when you later made a withdrawal request, your request was declined as you were in breach of our agreed T&C’s.

You then requested a refund of all your deposits. Whilst we are under no obligation to refund your deposits (as you played them in full), as a good will gesture we have decided to return your last two deposits which amount to approximately half your entire deposit total.

We have been in touch via email and live chat on a regular basis and we will endeavor to contact you via phone, we will exhaust all options in trying to come to a satisfactory conclusion in this matter.

Michael Owen United Kingdom
posted on September 19, 2016.

Thank you for your reply.

I feel refunding all my deposits would be a satisfactory conclusion, given all the bets I placed were supposedly invalid/irregular. That said, I was not stopped from making or even notified (when placing them) However, with a view of closing this complaint and coming to "a satisfactory conclusion" I would be willing to accept a refund of all the deposits made on September 9th 2016.

I will then close all complaints I have with your sites.

posted on September 22, 2016.

We are pleased that the issue has been resolved and we thank you. We wish you all the best for the future.

Michael Owen United Kingdom
posted on September 22, 2016.

In principle this matter is due to be resolved - however, I am still waiting to receive the refunds and approved withdrawal as agreed with my account manager Sam.

Until such time I wish to keep this complaint open.

posted on September 25, 2016.

Dear @Mikey77,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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. Thank you for your cooperation.

Michael Owen United Kingdom
posted on September 25, 2016.

@ AskGamblers - Thank you for the heads up.

I am still waiting to receive the refunds and approved withdrawal totalling £780.

I had have been told the funds should be with me shortly but as of yet they have not arrived in my bank account.

posted on September 26, 2016.

Dear Mr Owen,
I have been staying on top of the progress of your payment and as far as I can tell, you should already have received it. Please confirm that this is so.

Thanks and all the best!
Park Lane E Casino
Internal Review Group

Michael Owen United Kingdom
posted on September 28, 2016.

I am pleased to say this matter has been brought to satisfactory conclusion. Parklane have redeemed themselves and refunded my funds I have also received the withdrawal I requested.

Thank you.

posted on September 28, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Parklane Casino complaints

  • 9 of 11 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 4,895 USD avg amount

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