Pelaa – Winnings voided due to in-game purchase
Found for the Player - In our opinion the max bet term cannot be legitimately enforced in this situation. The operators has refused to pay this player regardless.
Read our Pelaa Casino Review.
On 30/05/2020 I have signed up on Genesis Group Pelaa casino (I am active player at their group casinos, so they are sending invites to their new casinos constantly). I accepted bonus of 150 % and have made deposit of 30 EUR via my MasterCard.
While meeting wagering requirements, I have made around 3000 bets under 5 EUR.
After meeting wagering requirements I kept playing a little (and won around 50% of further withdrawal).
I had 2 withdrawals on total amount of 1350 EUR as on 31/05/2020.
On 01/06/2020 I have received email from Pelaa with subject “Breach of T&Cs - Your Winnings at Pelaa” which stated following:
This e-mail is being sent to you in order to inform you that your winnings have been removed due to a breach of the Bonus Terms and Conditions during your game play.
You placed 2 bets of 12 up to 23.6, which is not allowed when playing with bonus funds.
Please read our Bonus Terms & Conditions, specifically clause 10:
If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone.
Pelaa Payments Team
LICENSING AND REGULATION
This website Pelaa.com is operated by Genesis Global Limited of 28, GB Buildings, Level 3, Watar Street, Ta’ Xbiex, XBX 1301, Malta. Genesis Global is a company incorporated under the laws of Malta with registration number C65325, that operates under a Class 1 on 4 license number MGA/CL1/1150/2015 issued on 5th August 2016, which is licensed and regulated by the Malta Gaming Authority and also regulated by the UK Gambling Commission, with License Number 000-045235-R-324169-008.
GAMBLING CAN BE ADDICTIVE. PLAY RESPONSIBLY: Pelaa.com/responsiblegaming.
I have further requested audit, where found transactions Pelaa were referring to:
Game name Debit posting date/time Real money bet Bonus money bet Real money payout Real money after balance Bonus money payout Bonus money after balance Currency
Please see following picture of Reel Rush 2 prior bonus round start - [EDIT]
Please note how things are promoted here - “Buy Super Tokens”. At the bottom of the game you can also see bet – it does not changes after purchase of Super Tokens either.
I have won 2 bonus rounds in “Reel Rush 2” and prior bonus start I have purchased in-game currency called “Super Tokens”. That is exactly 2 transactions Pelaa referring to as a reason of winnings void (they are appearing in audit as multiple transactions, while in reality I have made only 2 purchases of “Super Tokens”).
Please note that there is no any message advising on bet or stake change after purchase of “Super Tokens”.
Please note that Pelaa T&Cs state following:
The maximum individual stake allowed when using a bonus (until wagering requirements are met) is:
• Slots and Video Slots - €5 per bet.
• Any other game - €30 per bet.
• Failure to follow this may result in forfeiting any winnings.
There are no any clarification about in-game purchases or anything similar to my case in rules.
I believe that overall flow of the game, descriptions in game with combination of how rules and conditions are written lead to unrightful winnings void for me. I believe I did not break any rules and I believe winnings were voided against any sense – nor common, nor technical.
Please also note that whole gaming session on Reel Rush 2 ended with negative impact on my bankroll. There were no winnings on that game.
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