Jeg har indsendt en klage til resolver, og hvis de kræver nogen detaljer, bedes du give dem. Følgende klage er sendt:
Jeg skriver for at klage over et problem vedrørende Partycasino. Jeg har allerede rejst problemet med denne organisation, og det er ikke blevet løst.
Jeg sluttede mig til party casino den 21/08/2023 og indsatte £500. Jeg anmodede om en hævning på £2700, men min konto blev midlertidigt deaktiveret. Party casino anmodede om dokumenter fra mig selv, som jeg sendte. Dette var et officielt brev fra regeringens skattefradrag, en selfie af mig med mit kørekort og mit bankkort, der blev brugt til at indbetale. Efter over en uge blev min konto låst op, og jeg talte med en rådgiver online og fik at vide, at min tilbagetrækning nu ville blive behandlet, efterhånden som jeg blev bekræftet. Jeg lavede yderligere to små indbetalinger, hvorfra jeg vandt £65. Efter at disse indbetalinger var behandlet, blev jeg blokeret igen. Jeg fik at vide, at jeg skulle tale med nogen i telefonen som et sidste skridt for at få min konto låst op igen. Jeg gjorde dette, og herren i telefonen stillede mig spørgsmål, som jeg svarede på. I en e-mail, jeg havde nævnt, lider jeg af depression og angst. Dette skyldes en nær vens bortgang for nylig. Herren begyndte at spørge, om jeg er på medicin osv. Jeg fortalte ham, at jeg ikke var, som den var på grund af et nyligt dødsfald. Han var meget nedladende over telefonen. Jeg fik at vide af denne herre, at Asim Iqbal, der bor på samme adresse, også plejede at have en konto. Jeg fortalte ham, at dette er min mand, og han havde mange konti hos onlinekasinoer, så han ville højst sandsynligt have haft en inden for party casino-mærket. Jeg fik at vide, at han havde en konto inden for mærket, og han udelukkede sig selv for en måned siden. Jeg er klar over dette, da jeg opfordrede ham til at gøre det, da han var ude af kontrol. Jeg fik at vide, at det var et mærkeligt 'tilfældighed', at jeg åbnede en konto omkring en måned efter, at han lukkede sin. Jeg fik også at vide, at min mand plejede at spille et spil, som jeg også spillede, hvilket er et meget populært slot. Jeg fik at vide, at dette også var et mærkeligt "sammenfald". Alle mine venner spiller den spillemaskine. Jeg blev talt til på en nedladende måde, som om jeg var en løgner. Jeg fremlagde mit ID og alle de dokumenter, der blev anmodet om, og sendte endda en selfie af mig med mit ID. Jeg forstår ikke, hvordan et kasino kan lave antagelser uden fakta. Efter samtalen fik jeg at vide, at jeg ville modtage en e-mail, når problemet var løst. Efter at have kontaktet dem gentagne gange i omkring 3 uger modtog jeg en e-mail, der viste min fortrydelseskvittering. Dette var for det samlede beløb for mine indskud, som var £565. Jeg kontaktede party casino igen og fik en e-mail, der fortalte mig, at mine gevinster på i alt £2265 var blevet beslaglagt på grund af, at jeg havde en anden konto inden for samme etiket, og dette er i modstrid med deres vilkår og betingelser. Den eneste anden online gambling-konto, jeg har, er hos Mr Q, og denne er ikke inden for samme etiket. Hvis party casino kan give noget bevis på, at jeg har en anden konto inden for deres label, vil jeg med glæde tillade dem at beslaglægge mine gevinster, fordi jeg ikke har en. Jeg er 100% sikker på dette. Min mand kan have haft en konto inden for etiketten tidligere, men det har jeg ikke. Jeg er villig til at gøre hvad som helst for at bevise, at jeg ikke har en konto hos nogen kasinoer inden for deres label. Jeg føler, at party casino bruger en undskyldning for ikke at skulle betale mig.
Som jeg er sikker på, du forstår, har min overordnede oplevelse været ekstremt frustrerende, og jeg er efter et fornuftigt og retfærdigt svar fra Partycasino.
I have submitted a complaint to resolver and if they require any details please provide them. The following complaint has been sent:
I am writing to complain about an issue regarding Partycasino. I have already raised the issue with this organisation and it has not been resolved.
I joined party casino on 21/08/2023 and deposited £500. I requested a withdrawal of £2700 but my account was temporarily disabled. Party casino requested documents from myself which I sent. These were a official government tax credits letter, a selfie of me holding my drivers licence and ma bank card used for depositing. After over a week my account was unlocked and I spoke to an advisor online and was told my withdrawal would now be processed as i was verified. I made two more small deposits from which I won £65. After these deposits were processed I was blocked again. I was told I would need to speak to somebody on the phone as a final step to get my account unlocked once again. I did this and the gentleman on the phone asked me questions all of which i answered. In an email i had mentioned i suffer from depression and anxiety. This is due to the passing of a close friend recently. The gentleman started asking if i am on medication etc. I told him i was not as it was due to a recent death. He was being very patronizing over the phone. I was told by this gentleman that Asim Iqbal who lives at the same address also used to have an account. I told him this is my husband and he had many accounts with online casinos so he most likely would have had one within the party casino label. I was told he did have an account within the brand label and he self excluded a month ago. I am aware of this as i urged him to do it as he was out of control. I was told it was a strange 'coincidence' that I opened an account around a month after he closed his. I was also told that my husband used to play one game that I also played, which is a very popular' slot. I was told this was a strange 'coincidance' too. All my friends play that slot game. I was talked to in a patronizing way as though I was a lier. I provided my ID and all documents requested and even sent a selfie of me holding my ID. I do not understand how a casino can make assumptions without facts. After the conversation I was told I would get an email when the issue was resolved. After contacting them repeatedly for around 3 weeks I received an email showing my withdrawal receipt. This was for the total amount of my deposits which were £565. I contacted party casino again and got an email telling me that my winnings totalling £2265 had been seized due to me having another account within the same label and this goes against their terms and conditions. The only other online gambling account I have is with Mr Q and this is not within the same label. If party casino can give any proof of me having another account within their label I will happily allow them to seize my winnings because i do not have one. I am 100% sure of this. My husband may have had an account within the label in the past but I have not. I am willing to do whatever asked to prove I do not have an account with any casinos within their label. I feel party casino is using an excuse to not have to pay me.
As I am sure you understand, my overall experience has been extremely frustrating, and I am after a reasonable and fair response from Partycasino.
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