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PKR – Midweek Steps Promotion

Ruling

Found for the Player - PKR appear to have removed a promotion after a player had fully engaged with it and are non-responsive to our efforts to discuss the issue. This appears to be history repeating itself and has resulted in us moving PKR to 'Not Recommended' status.

Read our PKR Casino Review.

Player's Complaint

Hello,

My username is [EDIT], email [EDIT].

I am writing in regards to a promotion run by PKR on 02/12/2015. The promotion was wager $5,000 to receive £1,000 in free bets given in stages with no wagering requirements stated in the Terms and Conditions. I adhered fully to the terms and conditions stated, all the winnings from the free bets went back into the cash balance but have now found on 09/12/2015 that the winnings earned from completing the promotions have been taken back. I made a withdrawl request at 5:47am whilst the promotion was still active and stuck to the rules. They withdrew the promotion some time in the afternoon that day. I spoke to their live support function 3 times. The first two was asking on the status of the withdrawl and the third was asking why my winnings have been confiscated. I have a copy of the second conversation asking for the withdrawl and the third asking why the winnings were confiscated. In addition I also have a copy of the original terms and conditions as they were when I attempted the promotion. I also have an email dated 07/12/2015 which has the headline "Reminder - you have $903.38 in your PKR account" which was inclusive of my winnings on that promotion. I'd really appreciate someone looking into the case and advising what the best plan of action is.

Many thanks,

[EDIT]

Read the casino review

2 Responses

ThePOGG
Dec 11, 2015

Hi Sean_Lang - welcome to ThePOGG.com!

If I'm reading your complaint correctly there was no bonus involved in the generation of the winnings that have been removed? By that I mean you placed bets with your own money while trying to wager $5k to get the free bets? Or were some of the winnings generated with free bets?

Could you forward on a copy of the terms and conditions for the promotion and any other relevant information to webmaster@thepogg.com?

Thanks,

ThePOGG

ThePOGG
Jan 08, 2016

Hi Sean_Lang,

Unfortunately after an initially positive response from the PKR team, when we provided them with the details of your complaint they became completely non-responsive. Despite several emails to them the last communication we've received from them was on the 11th of December.

As the operator won't discuss this issue with us all we can do is recommend that if you're a UK citizen you contact PKR's Alternative Dispute Resolution service, IBAS and if you're not a UK citizen you contact the Alderney Gambling Control Commission. These bodies may be able to assist you further.

Sorry we couldn't be of more help.

ThePOGG

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