Playclub - Withdraw canceld

Hi knubbell - welcome to ThePOGG.com!

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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).

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This is an English language service. Please use a translation service and ensure that your communications are in English.

You would need to provide a clearer account of your problem. Specifically what reason has the operator given you for non-payment?

Thanks,

ThePOGG

Hi, oh, I see, that you only get some words of my complaint. I've send you a much longer text :D Okay, let me explain my Problem. I've made a timestap list. At Play Club I've made a deposit of 200 Euro with the Code "RLD10". I've got a 200% Bonus, so I started with 600 Euro. The Balance has shown 200 Euro Cash and 400 Euro Bonus. The bonus was activated at Sept., 28 at 4:51:07 PM and it shows a Wager of 14.400 Euro to do. First I'Ve asked the Live Chat about the bonus rules. I do this every time I play on a casino, because I'm a casino and slot tester for different german Websites, Streamers and Youtube. The Live Support answers, that I can play up to 4 Euro stake. 4 Euro exact is okay? Yes, you can play 4 Euro. I've asked this many times again in further live Chats and also on the Telephone with the Supporter "[EDIT]". and everyone of the agents told me that 4 Euro was okay and there are no bonus violations until I play not higher than 4 Euro. So I was gonna play all my Slots from my Testlist. Here you can see the first Session from Sept. 28, beginning on 4:53 PM and ending at 9:57 PM. This is the timestap from my account. I got this data from my history at playclub.com. Later the casino provided me another List. It's not fully identical I think, because the timestamps are different! Sorry for copy& paste. First it's the german timestamp. Then the Slot name and "Einsatz" is the stake per Spin. 16:53 – 16:58 Fruity Friends = Einsatz 50 Cent 16:58 – 17:02 Feline Fury = Einsatz 80 Cent 17:07 – 17:13 Roman Legion = einsatz 75 Cent 17:14 – 17:16 The Book Beyond = Einsatz 1 Euro 17:17 – 17:25 Book of Queen = Einsatz 50 Cent 17:27 – 17:33 Jonny Ventura and The Eye Of Ra = Einsatz 60 Cent 17:34 – 17:40 Star Cluster = Einsatz 1 Euro 17:40 – 17:47 Star Cluster = einsatz 2 Euro 17:50 – 18:12 Bonanza = einsatz 4 Euro 18:15 – 18:21 Book of Dead = Einsatz 2 Euro 18:22 – 18:26 Disco Danny = einsatz 2 Euro 18:36 – 18:40 Books and Temples = Einsatz 2 Euro 18:40 – 18:43 Books and Temples = einsatz 3 Euro 18:43 – 18:47 Curse of the Werewolf Megaways = Einsatz 4 Euro 18:48 – 18:50 Big Buffalo ? Einsatz 4 Euro 18:50 – 18:54 Roman Legion = einsatz 3,50 Euro 18:55 – 19:01 Artemis vs Medusa = Einsatz 4 Euro 19:03 – 19:07 Sakura Fortune = einsatz 3 Euro 19:08 – 19:18 Sticky Bandits = Einsatz 3 Euro 19:19 – 19:26 Rich Wilde and The Shield of Athena = einsatz 4 Euro 19:26 – 19:33 Fortunium = Einsatz 3 Euro 19:34 – 19:37 Book of Madness = einsatz 3 Euro 19:38 – 19:44 Books and Pearls = einsatz 3 Euro 19:45 – 19:50 Ramses Book = Einsatz 3 Euro 19:52 – 20:10 Millionaire = Einsatz 4 Euro 20:10 – 20:15 Coywolf Cash = einsatz 3,50 Euro 20:15 – 20:30 Divine Showdown = einsatz 3 Euro 20:30 – 20:34 Book of Gold Double Chance = einsatz 4 Euro 20:35 – 20:41 Honey Rush = einsatz 4 Euro 20:42 – 20:51 Wild Frames = Einsatz 3 Euro 20:51 – 20:56 Doom of Egypt = einsatz 2 Euro 20:58 – 21:10 Gladiators Go Wild = Einsatz 3 Euro 21:12 – 21:17 Book of Immortals = Einsatz 3 Euro 21:17 – 21:32 Golden Leprechaun Megaways = einsatz 4 Euro 21:33 – 21:41 The Asp of Cleopatra = einsatz 3 Euro 21:42 – 21:47 Rainbow Wilds = Rainbow Wilds 3 Euro 21:47 – 21:49 Boom Bang = Einsatz 2,50 Euro 21:50 – 21:57 Rise of Dead = Einsatz 3 Euro End of Session the Balance was 2.911,56€. And this was Real Money! I've never touched a single Euro from the whole 400 Euro Bonus Money.... Okay, let's got to Day 2. At Sept, 29 I started at 5:07 AM and ended on 7:46 AM before I go to work. I've choosen this time exactly because this was the moment my account shows me I've finished the whole 14.400 Euro wager. Yeah! 5:07 – 5:08 Trollpot 5000 = einsatz 4 Euro 5:10 – 5:15 Mighty Sphinx = einsatz 2,50 Euro 5:16 – 5:22 Diamond Vortex = einsatz 4 Euro 5:23 – 5:28 Explosion = einsatz 3 Euro 5:28 – 5:34 Riddle Reels A Case of Riches = Einsatz 3 Euro 5:35 – 5:51 Win a Beest = Einsatz 4 Euro 5:52 – 5:55 Neros Fortune = Einsatz 4 Euro 5:55 – 6:04 Rally 4 Riches = Einsatz 4 Euro 6:05 – 6:20 Torros Gold = einsatz 2 Euro 6:22 – 6:25 Mustang Gold = einsatz 4 Euro 6:26 – 6:26 Midas GoldenTouch = Einsatz 3 Euro 6:28 – 6:34 The Dog House = Einsatz 4 Euro 6:34 – 6:36 Buffalo King = Einsatz 4 Euro 6:37 – 6:42 Tombstone = einsatz 4 Euro 6:45 – 7:00 Legacy of Dead = einsatz 4 Euro 7:01 – 7:06 Book of Dead = Einsatz 4 Euro 7:07 – 7:12 Shoughuns Secret = einsatz 3 Euro 7:13 – 7:16 Book of Madness = Einsatz 3 Euro 7:16 – 7:21 Madame Destiny = einsatz 4 Euro 7:21 – 7:29 Extra Juicy = einsatz 4 Euro 7:30 – 7:35 The Dog House = Einsatz 4 Euro 7:35 – 7:42 Blinged = einsatz 4 Euro 7:43 – 7:46 Rise of Merlin = Einsatz 4 Euro At the end of this Session in the morning I have a real money balance of 3.103,84€. And this ist real money, because the wager was finished and the 400 Euro Bonus have been added to the real money balance. So i decided to cash out this great win. I've uploaded my documents and withdraw 3103 Euro. then go to work. Okay. After Work i decided to play some more on playclub. At this moment I thought it was a good casino. Friendly and fast support, technical the slots running good and..as you see, I've some luck. So i decided to cancel the withdraw of the 3103 Euro. Now it's getting complicated. Before everything else happens, I started a NEW withdraw of 2500 Euro. So I've had 600,84 real Money Balance left on my account and 2500 Euro pending withdraw. I've got also a Mail, where I can see the timestamp. It was Sept 29, 9:30 PM I started the 2500 withdraw. Okay. Then I do the thing - i think - the casino thinks i violated the bonus rules. AFTER the withdraw request I change my VIP Points to money. I got 16 Euro extra Money. My Problem was now, I thought this was a fair bonus money for my payment. As my balance now shows 616,84 Euro real Money i didn't give a thought about, that this little 16 Euro where combined with a wager and bonus rules. so i played again from 9:31 PM Book of Dead on 3 Euro until 9:34 PM. Then I decided , with the thinking of my 2500 withdraw, that i will risk the 616,84 Euro at high stakes. I played from 9:35 PM different Slots with stakes around 6 and 12 Euro. Yes, in mind that the changed 16 Euro VIP Points are a bonus, THIS was a violation. But not the 2500 Euro before!! In this session there was no luck, so i ended on around 200 Euro balance left. Until I was waiting for my verification I've got a mail at oct 1st at 4:18 PM from the support, that my withdraw was canceled due bonus violations. They've written, that they cancel any winning above my deposit amount because I've played OVER 4 Euro or 50 Cent per Line or 15% of the bonus amount. but i didn't as you can see at my list of games. Since this mail I've gt verified and got my deposit of 200 Euro back. But I'm still angry because my 2500 Euro winnings are real money earnings without playing over the allowed stakes! I've only played with the second bonus to high stakes. I've contacted the telephone support again, where MilanP tolds me that he can't see any violations. He also grants me a call from the fincial manager who decided this. But the call never arrives until now. I've written dozens of mails to the care(at)playclub.com adress. But they always told me that the decision is final and i can see my violations in my history. Then I've got a skype meeting with [EDIT] from the promotions and [EDIT], head od B2B of the aspire group which wanna help me. But in the end [EDIT] only told me about the care(at)playclub adress and says, that he sends my complaint to some people. I've never heard something from them. So what do you think? Did i violate the rules? Why isn't the casino fair? In germany we call this "[EDIT]". Why don't they explain in detail the violations with exact timestamps??

Hi Knubbell,

Do you have record of the communications where casino support told you that the maximum bet was €4?

Thanks,

ThePOGG

Hi, it's unbelievable, but i thought, the casinos has to record the chats. Don't they? I've contacted the live chat today again and believe it or not. [EDIT] told me, that there are NO Records from 28 and 29 September!! I was laughing out loud, because I ask everytime at the support, because I need to test the support for my casino reviews. Now I'm really sure, they do everything to get me down. They deletet it! Then the Chat with Julietta was canceled. Technical Issue? I reconnect and get [EDIT] on the line. I asked her the same thing. She didn't say, that she can't find the files. She told me this shit: [EDIT] Hello, welcome to chat, my name is Annie! How can I assist you today?) Hi [EDIT]. I need the records of my chat with the live support from 28/29 September vor 8 Minuten A [EDIT] I am checking this for you, few moments please As I can see your case has been already escalated to our highest management and we are looking for solution right now, but we will contact you once it will be solved ! Yes, but i want to the records of my chats. vor 6 Minuten A [EDIT] you have already requested this, am I right ? Yes, why? Please send me the files vor 4 Minuten A [EDIT] [EDIT] , I am asking if you have already requested this earlier ? Yes, what's the problem? I just want the files. vor 3 Minuten A [EDIT] [EDIT] , this is the part of GDPR request and takes up to 1 month you need to wait I do wait. But I want the recorded chat files from my chattings with the live support. vor 2 Minuten A [EDIT] 1 month to wait Also I have had a call with your support. Where is this recording? vor einer Minute A [EDIT] you need to wait up to 1 month Ah, okay. I still don't know why I have to wait a month, what the GDPR is, who will take care of me and the money and if it's really really fair what's going here.....

Hi Knubbell,

We have not yet requested communication records from the operator. I asked you as it saves time and work if you have the specific communication you are referencing.

ThePOGG

Hi, due they not send protocolls to my mail, like other casinos do it, after closing the chat, I don't have the records.

As you can see above, I've simply copied the last communication.

Can you get all the communications from them?

Any news about this? I didn't heard anything from the casino or thepogg.

I've just got a new mail. Last week I asked in the live chat about the records of my conversations with the support from 28/29 September, as I write above. Now I've got the records - and you won't believe it..

It contains only my first question and the last bye bye phrase of the supporter. Everything between is not visible... That's a joke, isn't it? Where's the conversation??

How can I upload the file playclub send to me?

Still waiting for any explanations in detail from thepogg or the casino. I still got no complete support chat records from them!

Still no news for me??

Hi Knubbell,

Our understanding is that your winnings will be paid via bank transfer. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi Knubbell,

Have you received your payment?

Thanks,

ThePOGG

Hi @ ThePogg,

I've received the payment. Many thanks for respondig and working on that!!

Hi Knubbell,

Thanks for letting us know - it is appreciated!

ThePOGG