Imao sam stanje gotovine od 1501,22 dolara na svom PoverPlai nalogu. Nisam koristio svoj nalog duže od godinu dana. PoverPlai je deaktivirao moj nalog i zaplenio ceo balans. Poslali su 1 e-poruku upozorenja zakopanu među preko 50 neželjenih e-poruka.
Nakon pregleda sa menadžmentom, oni su proizvoljno pristali da vrate moj prvobitni iznos depozita (1000,00 USD), ali ne i 501,22 USD u dobicima. Zatim su me primorali da izvršim dodatno prebacivanje od 860 dolara u kazinu ili na sportske opklade sa kvotom >2,0 (nije deo moje žalbe)
Kao opravdanje za svoje postupke oni su naveli svoje trenutne odredbe i uslove 4.13: „Ako vaš nalog nije bio aktivan u periodu od dvanaest meseci, vaš nalog će se smatrati neaktivnim nalogom što može dovesti do njegovog zatvaranja. Da biste sprečili ako nalog ne postane neaktivan, možete se prijaviti na svoj nalog i napraviti opkladu za pravi novac, depozit ili povlačenje sredstava. Ako na vašem nalogu nije bilo aktivnosti dvanaest meseci, mi ćemo obavestiti vas e-poštom mesec dana ranije o daljim koracima i ako u roku od mesec dana od obaveštenja ne povučete sredstva, PoverPlai zadržava pravo da zapleni sredstva.
Pover plai je regulisana knjiga u Ontariju u Kanadi i njihove radnje i uslovi moraju biti u skladu sa Standardima Registrara za Internet igre. Po 3.11:
„U svakom trenutku, uslovi ugovora i rad ugovora moraju biti u skladu sa standardima i zahtevima i važećim zakonima Ontarija."
Prijavio sam se u maju 2023. i koristio nalog do jula 2023. Ne sećam se termina/uslova 4.13 prilikom registracije; PoverPlai je od tada promenio svoje uslove i odredbe i neće obezbediti kopiju uslova koji su bili aktivni prilikom registracije, niti bilo kakve izmene koje su napravljene od tada. Ove informacije treba da budu dostupne prema 3.10 standarda Registrara:
„U najmanju ruku, pregled događaja biće dostupan za sledeće...Informacije u vezi sa ugovorima sa igračem ili u vezi sa njima."
Što je još važnije, moja žalba je da njihovi uslovi i odredbe 4.13, kao i radnje (zaplena preostalih 501,22 dolara mog stanja pre deaktivacije), krše Standarde regulatora uključujući odeljak 3.22 koji kaže:
„Kada nalog postane neaktivan ili ga deaktivira igrač ili druga ovlašćena osoba, igrač će moći da povrati stanje na svom nalogu zahvaljujući njima.
Moj nalog je postao neaktivan, pa bi trebalo da mogu da povratim stanje na [mom] računu zahvaljujući [meni].
Njihovo ponašanje takođe krši odeljak 3.17:
„Biće uloženi razumni napori da se igrači informišu o sredstvima igrača koja ostaju na neaktivnim računima."
Nisu se trudili da me obaveste o stanju na neaktivnom računu. Nigde u e-poruci sa upozorenjem ne piše da imam balans. PoverPlai je takođe prekršio sopstvene odredbe i uslove koje navode kao opravdanje za uzimanje mog stanja – prema svojim uslovima, oni su me morali obavestiti da imam neizmireno stanje na svom nalogu (4.13 „obavestićemo vas mejlom mesec dana ranije o daljim korake i da li ima sredstava na vašem nalogu").
Takođe bih tvrdio da jedno upozorenje putem e-pošte zakopano među neprestanim neželjenim sadržajima ne predstavlja razumno upozorenje za zaplenu 1500 dolara. Nisu potvrdili prijem ili razumevanje e-pošte. Nisu pokušali da pozovu.
Podneo sam im zvaničnu žalbu u kojoj sam naveo gore navedeno i tražim isplatu preostalih 501,22 dolara. Ako bude odbijen, nameravam da nastavim sa formalnom žalbom kod regulatora Ontarija.
Nadao sam se da ćete možda pregledati i dati neke savete o sledećim koracima, kao i povratne informacije o tome šta mislite o validnosti moje tvrdnje. Koristio sam brojne druge regulisane knjige u Ontariju i nikada nisam uzimao sredstva. Nikada ranije nisam morao da se žalim.
Rado ćemo odgovoriti na sva pitanja ili dostaviti dokumentaciju.
Hvala unapred.
I had a cash balance of $1501.22 dollars in my PowerPlay account. I did not use my account for a period of over one year. PowerPlay deactivated my account and seized the whole balance. They sent 1 warning email buried amongst over 50 spam emails.
On review with management, they arbitrarily agreed to return my original deposit amount ($1000.00) but not the $501.22 in winnings. They then forced me to complete an additional rollover of $860 in the casino or sports bets at odds >2.0 (not part of my complaint)
As justification for their actions they have cited their own current terms and conditions 4.13: "If your Account has had no activity for a period of twelve months, your Account will be considered a dormant account which can results in it being closed. To prevent your account from becoming dormant, you can log into your Account and make a real money wager, a deposit, or a withdrawal. If there has been no activity on your Account for twelve months, we will notify you by email month earlier of further steps and if there are any funds on your Account. If within a month of the notification you don’t withdraw the funds, PowerPlay reserves the right to seize the funds."
Power play is a regulated book in Ontario Canada and their actions and terms must adhere to the Registrar’s Standards for Internet Gaming. Per 3.11:
"At all times, the terms of the contract and the operation of the contract must comply with the Standards and Requirements and applicable Ontario laws."
I signed up in May 2023 and used the account until July 2023. I do not recall term/condition 4.13 on signing up; PowerPlay has changed their terms and conditions since, and will not provide a copy of the terms that were active on signing up, nor any amendments that have been made since. This information should be available per 3.10 of the Registrar's standards:
"At a minimum, an auditable trail of events shall be made available for the following...Information regarding or relating to contracts with the player."
More importantly, my complaint is that their terms and conditions 4.13, as well as actions (seizure of the remaining $501.22 of my balance prior to deactivation), violates the Regulator Standards including section 3.22 which states:
"Where an account becomes dormant or is deactivated by a player or another authorized individual, the player shall be able to recover the balance of their account owing to them."
My account became dormant, therefore I should be able to recover the balance of [my] account owing to [me].
Their behaviour also violates section 3.17:
"Reasonable efforts shall be made to inform players of player funds remaining in dormant accounts."
They made no efforts to inform me of a balance in the dormant account. Nowhere in the warning email does it say I have a balance. PowerPlay has also violated their own very terms and conditions they cite as justification for taking my balance - per their own terms they were to inform me that I had an outstanding balance in my account (4.13 "we will notify you by email month earlier of further steps and if there are any funds on your Account").
I would also argue that a single email warning buried amongst incessant spam does not constitute a reasonable warning for seizure of $1500. They did not confirm receipt or understanding of the email. They did not attempt to call.
I have submitted a formal complaint to them outlining the above, and am requesting payment of the remaining $501.22. If declined I intend to proceed with a formal complaint with the Ontario regulator.
I was hoping you might review and provide some advice on next steps, as well as feedback on what you think of the validity of my claim. I have used numerous other regulated books in Ontario and have never had funds taken. I have never had to make a complaint before.
Happy to answer any questions or provide documentation.
Thank you in advance.
Automatski prevedeno: