Android Phone

iPad

iPhone

Android Tablet

Windows

Australian Dollar

Canadian Dollar

Danish Krone

Euro

British Pound Sterling

Norwegian Krone

Saudi Riyal

US Dollar

Cryptologic

NetEnt

SkillonNet

PlayMillion Casino

Bank Wire

Click2pay

Clickandbuy

Ideal

Maestro

Master Card

Neteller

Paypal

Paysafecard

Poli

Postepay

Skrill

Speedcard

VISA

Chat

Email

Phone

Hi HQC_88 - thanks for getting in contact.

I'll get in contact with Play Million just now and see what we can work out.

I'll let you know as soon as I hear anything back.

Thanks

ThePOGG

Could you provide me with the email address and username you use at Play Million?

Thanks

ThePOGG

[EDIT]
username is [EDIT]

thanks for quick help

Hi HQC_88,

Just to keep you informed, I've heard back from Play Million who are discussing this issue internally.

Please bare with me.

ThePOGG

Hi HQC_88

I've received an email from Play Million part of which I'll quote below;

"We have already discussed the issue with the player in question extensively and explained our position. We've provided the player with all the information about his situation. We do not really see the benefit of answering again in a private forum. We are also concerned about player privacy. If you can convince us there would be a benefit of discussing this again through your site and that it will remain 100% confidential, we can consider it."

I've explained at length the process, how we handle privacy concerns and what the benefits of engaging in this type of conversation are, but reading between the lines in the above statement, it seems fair to conclude that Play Million are not interested in any form of resolution other than the one they've already offered and given the lack of response it also seems fair to conclude that they do not see the benefits of entertaining any discussion about the issue.

I'll leave it until Friday to see if they respond.

Thank

ThePOGG

Ok I've left this long enough.

Play Million did respond, and provided some useful information;

1) Play Million have clear terms regarding No Deposit Bonuses (any bonus funds added to a players account that do not require a deposit to trigger) and they are as follow;

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"If you receive free money (no deposit bonus/refer a friend bonus, etc), the maximum amount that you can win or withdraw from it is €100. Any winnings greater than €100, including winnings subsequently won from with that money even after any deposit, will be removed from your account. Winnings can refer to any winning payouts in any game in the Casino including but not limited to jackpot payouts. A bonus is also considered free if it is added to your account manually by the support department when your real money balance is less than your most recent deposit."</blockquote>

The above clearly defines what the maximum winnings from any NDB will be. However it is very unusual to offer a) such a large NDB and b) a NDB with a maximum withdrawal of only a fraction of the bonus size.

When we pointed that out to Play Million their response  was 

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"when it comes to tournament prizes players who register receive the prize in cash. However, if a player comes up as a winner in the tournament for the first time who didn't register, we contact the player and offer him part of the prize amount as a bonus with our standard bonus terms and conditions. This is a way to inform the player of the tournament so he is aware of it in future and also a goodwill gesture from us. In this case, there was a mistake and the person who gave the bonus gave the whole full amount, (even though it was a very high amount) and not just part of it. This is what caused the problem in the first place. It was an internal error in the amount of the bonus we gave"</blockquote>

The terms are clear in this case so there's no grounds for me to rule against the casino. However by mistakenly giving the player such a high NDB Play Million created an expectation, albeit one that is not reinforced by terms. That being the case this becomes about retention of a valued customer and how finding a balance between meeting expectation and the value of the customer. In this case we suggested a arrangement where a larger portion of the balance would be credited or a wagering requirement could be attached to some of the balance. Given the lack of further response I can only assume that Play Million did not feel that HQC_88's play was worth more than the £100 they'd cashed out and the additional £200 they'd been given in compensation. 

That is not intended as a facetious statement nor am I passing comment on Play Million in any way shape or form - assessing a customer's value is something that can only be done by looking at their deposit, bonus and play history. 

While HQC_88 has represented themselves as a mid to high roller and if that's the case my instinct is that they should be worth more than the settlement that was offered, I have not seen the relevant play histories and as such it's impossible for me to make any valid assessment of the value of their patronage .

The bottom line here is that the size of the NDB does create an expectation of being able to withdraw more than the £100 limit (£300 once the additional compensation is included) and this has lead to a understandable unhappy customer. But as the terms are clear this boiled down to how far the casino were willing to go to reconcile the situation.

hi so th casino not response to your last email?
i also agree it takin too long to reply.. what u suggest me to do further ask CasinoMeister maybe to take a look?

Hi HQC_88,

There really isn't much more you can do about this. The simple fact is that the term was applied absolutely accurately. As such no-one, including their regulator, will rule against them for enforcing it. 

The bottom line here is that this comes down to a business decision about how much your play was worth to Play Million. Given that they have refused to even discuss offering anything beyond the initial £300 they provide, I think you've got an answer to that question. I certainly wouldn't discourage speaking to CasinoMeister, but in all honesty - and this is in no way meant as a sleight - I really doubt that they'll be able to get any other answer than the one I've received.

Sorry I couldn't be of further help.

ThePOGG

A mistake by the Play Million VIP team resulted in a VIP player having invalid but understandable expectation about the max withdrawal

Deposit 1000 got 1000 bonus lost it but made a huge wagering. VIP agent called me, there was a weekend race and if I was registered I had the 3th spot which is 225 prize. She told me she will give me out of goodwill gesture this price it will be a bonus. I played it up to 8000 withdraw another VIP agent called me to confirm the withdraw method and congrats me and the day after that they should process it I get email that the withdraw has been canceled and this time they said give goodwill gesture again of 225 but this will be cash instead of bonus this time. I think its robbery this bonus she gave me has cap of 100 and i believe this should not be a no deposit bonus since its came from a wagering from deposit... and attached to my last deposit which the price has been gained...overall i like to see my winnings to get paid.. I been highrolling with them for always never made deposit less then 500 that they make this bad decision to ruin their on reputation on this.
 
 hope we can come to a agreement.
 
 regards
 
 [EDIT]

Play Million - confiscating 8000 win

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN