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PlayLuck - Withdrawal unfairly declined

Ruling

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

Read our Playluck Casino Review.

Player's Complaint

Hello,

I made a deposit at Playluck Casino of $ 200 and accepted a 100% bonus. The 2 conditions are to bet 35x the bonus and do not place single bets equal to or greater than € 4 or € 0.50 per line, or 15% of the bonus amount before the wagering requirements for the bonus are met. My deposit was made and played in Canadian dollars. € 4 = plus or minus C $ 5.80. I wagered more than 35x the bonus without going over C$4, so C$1.80 below the maximum bet. I requested a cashout of C$6,000 and my cashout has been declined. In the email they invoke the wagering conditions, but in Canadian dollars while their document indicates only €.

They wrote: Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements. We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than C$4 or C$0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met.

I consider that I have respected their conditions. if the maximum bet amount was the same in Canadian dollars (C$4), they should have written it down. Incomplete bonus policies are a trap. I sent them a dispute email and they replied that their decision was final and that there is nothing they can do against their T

Read the casino review

3 Responses

User icon
thepogg
August 20, 2021

Hi Dan Cashflow - 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 Aspire Global 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.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Dan Cashflow
September 3, 2021

Wow! The Pogg, you did it! You have succeeded, we have won! Yesterday I received the money owed to me, $ 5,800.00

You are now a reference for me, I have a Facebook group where I publish my winning videos and share my experiences. this success will be published in your honor! Thank you so much!

User icon
thepogg
September 3, 2021

Hi Dan Cashflow,

Yes - I've discussed this issue with the license holder and they agree there was ambiguity in this specific issue. Glad to hear that they've already returned your funds to you :)

ThePOGG

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Agreement

Dan Cashflow 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:

  • PlayLuck
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

August 18, 2021

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The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.