5plusbet - voids 64,947 Euro payment retroactively
Found for the Player - 5PlusBet have refused to pay this player on what are, in our professional opinion, illegitimate grounds. Their regulator - Antillephone - has chosen to support non-payment.
Read our 5PlusBet Review.
On November 3rd, 2020, I decided to play at www.5plusbet.com. I logged into my 5plusbet account which I had registered some time ago, but never used so far. I deposited a total of 10,100 Euro via JETON into this account. I played Live Blackjack and slots and did not accept any bonus offer.
I currently have 64,947 Euro in my account, but 5plusbet locked my account on November 10th, 2020, and refuses to pay me. They wrote this email to me: “Dear …, Hello!
1. We inform you that for now online gambling activities in Germany are allowed under local conditions in this state only: Schleswig-Holstein. Please pay attention to the clause 1.1.3 section b completely, not only described part of it by us to avoid any misunderstanding.
2. We inform you that in accordance with the clause 1.1.3 section F which states that the players are not allowed to use the Website in these cases: if the client is classified as a compulsive problem gambler, and/or is an included person (whether voluntarily or involuntarily) on any register or database of excluded players.
According to our information the self exclusion was requested by you in the following casino: Crazy Fox, for the following period: forever. Refer this page please: https://thepogg.com/complaint/…
3. You have provided us with the invalid email. Which is prohibited in accordance with the clause 23.4.“
None of these arguments justify that my winnings are voided. Here is why:
1. I was able to register my 5plusbet account with the country “Germany”. So, 5plusbet is well aware that I am from Germany. And yet, they accepted my deposits and my play. If 5plusbet really wanted to keep German players away from their website, they could easily do so by putting Germany on their list of restricted countries (as some other websites do). They could also restrict certain German states during the registration process. But neither Germany nor any of its states is mentioned in the T&Cs of 5plusbet. It is not acceptable to collect deposits from German players and then RETROACTIVELY—in case of a big win—refuse to pay winnings by claiming that playing from some German states would be restricted. I am sure that the regulators in Curacao are well aware that players from all over Germany do play in many casinos under their license. It wouldn’t be fair to tolerate the game play of all THESE PLAYERS on the one hand, but at the same time let 5plusbet void MY WINNNGS on the other hand. This would be a double play that effectively allows the operator to free roll German players by refusing to pay any significant winner.
2. Clause 1.1.3 section F of their T&Cs does not apply to me. It was a mistake by ThePOGG to expose my name. I have at times felt that my gambling was problematic, and so I used responsible gambling tools to help me manage my access to gambling responsibly. I had made use of such a responsible gambling tool at Crazyfox, but that does not classify me as a compulsive gambler. I just limited my play at this operator. Someone who uses a responsible gambling tool is not automatically a compulsive gambler. Responsible gambling tools have been established to assist players in NOT becoming compulsive gamblers. Also, a self-exclusion on an entirely different licensing system has no bearing what-so-ever on 5plusbet.
3. Finally, 5plusbet accuses me of having provided a false email address. This is not true, and I have substantial proof for that: When I had registered my 5plusbet account some time ago, I had received an activation link. Without clicking on this link, my 5plusbet account would never have been activated! My player’s account became active ONLY AFTER I clicked on the activation link that was sent to me by email. But here is the only thing that I must admit: I have no access anymore to that email address. So, most likely, all emails that 5plusbet sent to me in the last week were returned to them. And that is why 5plusbet believes that I had provided an invalid email address. But the truth is: As I wrote in the beginning of this complaint, I had registered my 5plusbet account some time ago, but I had never played with it until November 3rd, 2020. When I deposited on November 3rd, my email address had become inactive. But that is—under no circumstances—a reason to void my winnings, because that email address was active upon registration.
I would like to turn the tables here: When I became aware that my registered email address had become inactive, IT WAS ME who asked 5plusbet to change that address to an active email address, so that I could receive their emails. But the chat operator refused to do so for my 5plusbet account. I have saved all chats that I had with 5plusbet including this one. My point is: Players do sometimes change their email address (for example, because of too many spam mails as in my case) or their postal address. This is not a crime! A player must be given the chance to change his email address or his postal address. So: If 5plusbet accuses me of having an inactive email address in my account, then I accuse 5plusbet of not having changed this address to an active address upon my request.
Of course, I meanwhile tried to re-activate my email address, but Yahoo informed me that they do not recycle email addresses anymore when they become inactive. I have proof that my email address has become inactive.
In summary, the situation is very clear: By adding up several weak claims, 5plusbet is actually proving itself how desperately they are looking for one claim to void my winnings retroactively. This is not what fair operators should be doing. Adding up several weak claims does not make a strong claim. Accepting huge deposits and RETROACTIVELY voiding gaming play by far-fetched claims has never been acceptable.
We must always remember: The business model of a casino is to offer fair gambling, to make money from the odds that are always in favor of the casino, but also to pay out money in the rare event that a player wins!! It is the primary job of any regulator to regulate a casino if it tries to make additional money from not paying its rare winners.
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