ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

Plaza Win - confiscate my winnings

Ruling

Found for the Casino - The terms and conditions that the player contests are perfectly clear in their restriction of the double up feature. The player's interpretation of those terms neglects consideration of the word "these" to refer to the collective of the previous list.

Read our Plaza Win Casino Review.

Player's Complaint

Hello,

My Plaza Win account number: [EDIT].

My $654 of winnings were confiscated. Here's an e-mail from Plaza Win:

Dear [EDIT],

This is [EDIT] your account manager, I hope this email finds you well.

I am writing to inform you that your recent winnings were made on a bonus-restricted game, Slots Double-up feature. As mentioned in the terms and conditions of our website, as well as on the pop-up when you accepted the bonus, certain games are restricted from bonuses and winnings made from these games will be cut.

We therefore refund your original deposit of $80, but your winnings of cut $654 will be cut.

If you have further questions and / or comments please e-mail us at the following email address: accountmanager[@]plazawin.com.

Best Regards,

[EDIT]

Account Management

I tried to explain to Plaza Win that I did not break any terms. Here is my answer:

[EDIT] 18/12/2014

To: accountmanager[@]plazawin.com

I have read your bonus terms carefully and they say

Bets placed on Baccarat (all variations), Roulette (all variations), Craps, Sic Bo, the Slots Double feature and the Video Poker Double feature do not count towards the bonus wagering requirement. We reserve the right to withhold any amount in excess of your original deposit from your withdrawal if the bonus is wagered on these games, before the wagering on permitted games is completed fully.

From there it is clear that winnings can be withheld if I play a restricted GAME. However the double feature is not a game, it is a feature in slots which is an allowed game, so it only does not count towards the WR. Please specify which exact term I have violated so it allowed you to cancel my winnings.

And the last answer I have got from Plaza Win:

Dear [EDIT],

Thank you for contacting Customer Support.

If you have contacted your account manager at accountmanager[@]plazawin.com, they will get back to you as soon as they can.

I would like to clarify that each time you spin any slot game and each you use the Double feature of a slot game is considered a separate game with regards to playing. Therefore, if you use the Double feature on any slot game, this is considered a separate restricted game. For this reason, the sentence regarding withholding of winnings if such game play happens is included in the same paragraph as the list of restricted games.

Since you have used the Double feature of the Top Trumps Celebs slot, you have violated your bonus conditions as each time you played the Double feature is considered a separate restricted game with regards to playing.

Do not hesitate to contact us if you have further questions; we will be more than happy to assist you. We are available 24/7.

Thank you for choosing us as your online gaming site.

We wish you a lot of joy for the holidays and a Happy New Year!

Best wishes,

[EDIT]

Customer Support

Gamble Responsibly

As you can see I could not explain to casino stuff that they misread there terms. In my opinion there terms allow to use Double feature in slot games with bonus. If they want to exclude Double feature from there terms they should specifically say that. They do have a restrictions on GAMES, but they do not have restrictions on ANY FEATURES.

Regards, [EDIT].

Read the casino review

1 Responses

ThePOGG
January 14, 2015

Hi prtkity - welcome to ThePOGG.com!

Unfortunately I simply don't agree with your interpretation of these terms what-so-ever. This isn't a case of Plaza Win failing to understand their own terms, it's you reading what you want to be the case.

In the first instance I do consider the double features separate games. They may be built into a primary game but their function is both entirely optional and entirely independent of those games. If I was assessing the fairness of a video poker game I would analyses the main game and the double feature as separate games.

Secondly the terms clearly state "these games" after listing a selection of games including the double features on Video Poker and Slots. Even if we were to accept the double feature is not a game the use of the collective association makes clear that the restriction applies to all of the previous list. Simply because they didn't produce the list again doesn't change the meaning of the term.

I future with these type of situations I would strongly recommend seeking clarification from casino support before you play if you feel that there are two possible interpretation of a term. In this instance however I don't feel any clarification is required.

Sorry.

ThePOGG

Leave a Reply

You must be logged in to post a comment.

Agreement

prtkity 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:

January 14, 2015

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.