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Paradise Casino - Unfair ruling

Ruling

Resolved - Both the submitting complainant and Paradise Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Paradise Casino Review.

Player's Complaint

I played on this site. Never won over 1000€ and when I tried to withdraw my funds, they reduced my funds from 2839,68 to 500eur. They don't reply to my emails so I have no clue how they came up with this calculation.

Only message I received was "We have to inform you that the bonus you've been playing with has the maximum win amount. According to our bonus terms, your balance has been corrected due to the maximum win amount. Please, order an entire sum for withdrawal as any further winnings gained from this sum will be counted as gained from the bonus and be a subject to void." on 12.3.22.

I strongly believe that they owe me the whole amount.

Read the casino review

5 Responses

User icon
thepogg
March 22, 2022

Hi nenirevah - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

What bonus did you claim? Where did you see this advertised?

Thanks,

ThePOGG

User icon
nenirevah
March 30, 2022

I was playing the every day reload bonus: https://www.paradisecasino.com/promotions

User icon
thepogg
April 4, 2022

Hi nenirevah,

Having reviewed this issue with the operator, while we do agree with you that there has been an error here, we cannot support your claim to be paid your full balance.

Paradise Casino bonus terms and conditions include the following:

"The maximum you will ever be able to withdraw from play with funds associated with a cashback bonus, comp points bonus, welcome bonus, daily deposit bonus, weekly bonus, vip bonus and promo deposit bonuses is 1,000 EUR/USD; 50,000 RUB; 10,000 NOK; 1,000 CAD/NZD; 5,000 PLN; 110,000 JPY. The maximum win restriction persists after the completion of the wagering requirement."

The above being the case, the maximum you were entitled to withdraw from play with this promotion was €1000. The agent in question incorrectly applied a limit of €500. As such a further €500 has been returned to your balance.

We would appreciate it if you could withdraw your funds and inform us when you receive them.

Thanks,

ThePOGG

User icon
thepogg
April 16, 2022

Hi nenirevah,

Have you received your funds?

Thanks,

ThePOGG

User icon
nenirevah
April 20, 2022

Hi thePogg,

I was wondering why they decided to give me anything.

Thank you very much. I did indeed receive the 500eur.

I would like to point out, that my winnings never exceeded this 1000€ mark. I was depositing to the site multiple times and my max winning was 400€. The way they calculate this is off.

As I noted in my original email, I have never received any feedback on the way this calculation was done.

Regardless, I believe you did get me 500€ back that I wouldn't have gotten otherwise, so I thank you! :)

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Agreement

nenirevah consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Paradise
  • Malta Gaming Authority
  • N1 Interactive Ltd

March 22, 2022

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