PlaYouWin Casino - Dobici igrača su zaplenjeni.

Hello

So I deposited at playouwin casino using no wagering bonus. I started playing and won 2300 NOK so I decided to withdraw it. I was left with few money which I continued playing with then I won and withdrawed 1600 more. After 4 days of waiting they decided to void my winnings under the claim of breaching as you can see in the document. I deposited several times before and won only once as you can see in the screenshots and they were ok with that but once I won they accused me of something so that they don't pay me. They declined all withdrawals even though my last withdrawal was done without any bonus involved . U can see all the deposits I made and only one withdrawal was done. Then when I won and did 3 withdrawals they cancelled everything.

Dear eliemrad27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you specify the bonus and share its terms and conditions?

Additionally, could you send any relevant communication and your game history in Excel format to dominika.l@casino.guru? Also, please provide the exact time of the incident.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello

I sent you my gaming history. Am not sure which time anything happened, maybe at one time i received a call when i was in a bonus, so when i entered it said you need to refresh, i refreshed and continued playing like in 1 minute. Other than that nothing happened. Moreover, you can see that i did 3 withdrawals and they cancelled all...Also you can see that i made like 10 deposits before and i only won one and they didnt complain about that but when i won they cancelled my winnings. For the verification, yes my account is verified. For the bonus terms, it is sticky bonus, the max withdrawal amount is 5 times, i didnt buy any bonus, some games are not allowed to be played however you cannot access these games anyway when you try when bonus is active. The bonus was cancelled when i did the first withdrawal request, and then i continued playing with what was left and i won again, and even the total amount of withdrawals (3900 NOK) is still below my 5 times my deposit which was 1100 NOK.

Thanks

Hello

Still there?

Dear eliemrad27, did you win anything with the bonus?

Could you clarify which bonus you are referring to?

Did the bonus get canceled due to a withdrawal request?

Also, did you make any deposits after receiving the bonus?

Yes I won. Initially i deposited 1100 NOK. I received 100% no wagering bonus with maximum 5x withdrawal limit. I reached a balance of about 2800 NOk. So I cancelled the bonus, and made a withdrawal of my initial deposit which is 1100 NOK. When I made the withdrawal they deducted the 100% bonus amount which is 1100NOK so I was left with about 600 NOK. After that I continued playing and till my balance reached 2800NOK so I withdrawed the money but they cancelled all winnings and returned my initial deposit. All my winning are under the 5x max withdrawal amount.

After receiving the bonus, I did not deposit anything. I continued playing with my winnings till they cancelled everything claiming am doing bonus hunting. I already sent u all the documents so u can check my history

Thanks

Dear eliemrad27, did you keep playing the same games after the bonus was canceled?

Yes almost

Thank you very much, eliemrad27, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you eliemrad27 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlaYouWin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello everyone,

We will dig deeper in this matter, firstly we will need the documents provider from eliemrad27 and we will need his player ID as well.

Thank you!

Hello eliemrad27,

We will also need your account ID (identification number of your created account).

Thanks

Hello.

Documents sent to the email mentioned

Dear eliemrad27, can you also provide us with your account ID? (identification number of your created account) Thank you in advance for your cooperation!

Thank you for your cooperation eliemrad27.

Dear PlaYouWin Casino, please keep us informed about any further developments. Thank you in advance!

Dear all,

We appreciate your feedback.

As per our finance team’s review, the player engaged in bonus hunting while playing with an active bonus, which is a violation of our bonus terms and conditions. Due to this, the player was identified as someone exploiting promotional offers unfairly and has been excluded from future bonuses.

The finance team has already communicated the reasoning behind these actions directly via email. The player's deposit was fully refunded, and the withdrawal of the deposit amount was processed correctly. From our perspective, all actions were taken in accordance with the casino’s terms and policies.

For any further clarifications, we encourage the player to refer to the previous communications with our finance team as this is the final feedback and decision from our end.

Thank you!

I've been playing the same games over and over again, and I deposited 9 times before that and I lost my money, why when I won u decided that am doing bonus hunting? Why didn't u say anything when I lost my money? And if u consider that in these games am doing bonus hunting, why am I eligible to play these games with bonus active, why don't u simply restrict playing these games while bonus is active? Your explanation does not make sense.

Thank you for providing me with the information PlaYouWin Casino representative. We consider any confiscation of funds to be against the spirit of fair gambling. As the player mentioned, they have been playing the same games but no actions were taken while they were losing but after they won the winnings were confiscated. Confiscating the funds after a player has already played and won creates a situation where the player bears all the risk, while the casino avoids any consequences. If the player was allowed to play and lose the funds, they should be allowed to win as well, any restrictions on the bonuses can be implemented after they're paid out. I hope we can find a compromise in this matter. Thank you in advance for your reconsideration!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eliemrad27,

I have tried to contact the PlaYouWin Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter