Beschwerde #17 PartyCasino

Party Casino - Bad treatment

Von PrincessJudy

vor 10 Jahren

I have played at and mostly enjoyed playing at party casino for many years. I have had my share of good wins too. Then I discovered that when using credit or debit card for deposit they sometimes duplicate the transactions. My bank told me this is common and usually my bank fixes it (but only when I draw their attention to it). I think that this has resulted in me losing money many times so eventually I stopped using credit or debit and only used Neteller or POLI until recently when for some reason I could not deposit using these methods. So I used my debit card and kept track and double checked using the casinos own records of my deposit history. That is when I noticed that my bank had deducted 13 transactions when it should only have been 11 (2 extra 28 USD). On this occasion the bank said they couldn't fix it so I would have to lodge a dispute. I then got a nasty email of demand from party casino with a threat that they would engage people to recoup the funds from me and ruin my credit rating. I was also blocked from the site. The bank at this point had only refunded one of the 2 transactions to me so this was all over a disputed transaction of 28 US dollars. I was the meat in the sandwich between a bank that had been having weekly glitches affecting transactions and a casino who has made a fortune out of me. If I hadn’t checked my deposit history I may not have realised but I knew to keep track. $28 is less than one bonus. I was so stressed I asked my bank to just give them the money back but then my bank said the casino had to follow the correct process to prove it was a legitimate transaction and leave me out of it. They said it was between my bank and theirs. Well I haven't heard another thing about it but since I was blocked from the casino in the very first instance it meant I could not access the proof that I had only initiated 11 transactions during the disputed period and not 13. After repeated requests from me the casino finally sent me my deposit history that indeed now showed 13 transactions. I wish I had downloaded it when I checked it. I feel like I am going crazy because I triple checked the number. Anyway, what I am wondering is if you can enquire as to why they would treat me so badly. I still live in fear of them sending some muscle men to beat me up to recoup 28 USD. It seems ridiculous. If by chance it was my bank’s fault then they just needed to provide that evidence to them. Instead they have now lost a valuable player. So much for respect for loyalty. Only last year they sent me a gift for my loyalty. I have been playing there since 2005. I don’t like that they are treating me like a dishonest person. I would like an apology and reinstatement of my account. Not that I would necessarily play there anymore but if I was tempted to I would only ever use neteller to deposit. Anyway, I don’t have evidence other than the email of demand. Do you need to see that? Judy

Unseriöses Casino PartyCasino

Grund Doppelbelastung/Rückerstattung

Diskussion

AskGamblers

• Support Team

vor 9 Jahren

Dear @PrincessJudy,

Please make sure to provide a valid copy and/or a screenshot from your bank transaction history referring to the disputed transactions. Also, make sure to provide a copy or a screenshot of the email/official letter where it is clearly visible your bank refuses to accept as a valid proof the deposit history sent to you on behalf Party Casino management at the beginning of this dispute. You may send the requested evidences to support@askgamblers.com

Please keep in mind that in case you fail to provide the requested evidence within the next 96 hours, AskGamblers Complaints Team will consider the issue as resolved and your complaint will be closed accordingly.

PrincessJudy

• Australien

vor 9 Jahren

I have not committed fraud. My bank declined the transaction due to duplication. As I already stated, your bank should resolve it with my bank. You don't seem to have read what I have stated previously. You do not value me as a player. I would have paid the $28 back in the first place just to keep the peace except you have not provided information on how I should do this given that I am blocked from the site. And now I have found better places to play. I WAS threatened over this small amount which is equivalent to less than one cash bonus that I was due to receive anyway. Why am I repeating myself? Customer service will just repeat the same blurb so unless you simply say this is accepted as a small mixup and please come back, I don't care anymore. Your loss.

PartyCasino

• Representative

vor 9 Jahren

Hello,

First of all I'd like to apologize for the inconvenience this situation has caused.

We have reviewed the case one again and in accordance with our Terms and Conditions you have been informed that there is an outstanding balance on the account due to transactions which were not received, but were credited to the account. There is a procedure to collect the funds and you were notified about this, also we have requested information from you which can be obtained from your bank. Till date we haven’t received any information.

You can find the actions we take in our Terms and Conditions:

14. FRAUDULENT ACTIVITIES, PROHIBITED TRANSACTIONS AND FAILED DEPOSITS

We have a zero tolerance policy towards inappropriate play and fraudulent activity. If, in Our sole determination, You are found to have cheated or attempted to defraud Us and/or the Group or any other user of any of the Facilities in any way, including but not limited to game manipulation or payment fraud, manipulation of the multi-currency facilities, betting on all possible outcomes of a game or event or if We suspect You of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transaction (including but not limited to money laundering) or if Your deposits failed to be honoured by Your bank for any reason, We reserve the right to suspend and/or close Your Account and recover bad debts using whichever method may lawfully be available to Us including, but not limited to, (i) debiting the amount owed by You from Your Account; and (ii) instructing third party collections agencies to collect the debt. This may have a detrimental impact on Your credit rating and will require Us to share Your personal information (including Your identity) with appropriate agencies and to report any criminal or suspicious activities to the appropriate authorities.

Also I would like to point out that the customer service has not threatened you in any way, but we do apologize if you have felt like this at any point. If you have any concerns or would like to resolve this, please contact our customer service team.

AskGamblers

• Support Team

vor 9 Jahren

Dear all,

Kindly notice this complaint is being reopened following the declared willingness on behalf of PartyCasino management to do everything within their powers in resolving their outstanding AGCCS cases. AskGamblers Complaints Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

PartyCasino Beschwerde-Statistik

Gelöst 52 / 60

Durchschn. Betrag $5,228

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

PartyCasino Beschwerden

Alle eingegangenen Beschwerden ansehen

Party Spielothek - Casino schuldet mir €75,000

Partycasino wurde gem. Urteil des LG Wiener Neustadt zu 20 Cg 50/20v zur Zahlung/Rückerstattung von 75.000 Euro verurteilt. Das Urteil ist rechtskräftig. Trotzdem ist bisher keine Zahlung eingegangen. Die Entaingruppe als Mutterkonzern spielt sich hier wochenlang und lässt sich lieber exekutieren. PartyCasino hat keine gültige Lizenz in Österreich und betreibt das Casino illegal.

Ungelöst

€75,000

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.

Ungelöst

$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.

Gelöst

$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.

Ungelöst

€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 >

Ungelöst

€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.

Gelöst

£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.

Gelöst

€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

Gelöst

£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.

Gelöst

£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

Gelöst