Party Poker Casino DK - Το PartyPoker αρνείται να αποδεσμεύσει τα κέρδη του αποκλεισμένου παίκτη.

Hello!

I hope you can help with this unfortunate issue regarding PartyPoker.

Here’s the situation: On Saturday, June 15, 2024, I created an account on the aforementioned site. I deposited 5000 DKK and simultaneously sent 2 documents for verification to streamline the KYC process. I played 2-3 sessions throughout the evening and managed to increase my balance to 24,700 DKK.

The next day (Sunday, June 16), I tried to log in, but it wasn't possible. They requested more documents but didn't specify which ones. I haven't received an email or any communication from them. I uploaded another document and have now sent my driver's license, health care card, and a bill, all of which confirm my identity. I still haven't heard anything.

I tried to contact live chat and got in touch with Jessica. She said they would review the documents, implying they hadn't looked at the first ones I sent.

Later in the chat, she mentioned she could see I'm self-excluded from Bwin and therefore not allowed to play with them. It’s true; I self-excluded from Bwin because I decided not to play there at one point. However, I had no idea that PartyPoker is a sister company to Bwin, which isn't evident on their site. She informed me that I wouldn't be able to make a withdrawal myself, but that they would process a manual withdrawal of my balance of 24,700 DKK.

In the evening, she then wrote an email stating that they needed my bank details to make a transfer but that they could only return the 5000 DKK, which I don't understand because I never knew they were under Bwin and they allowed me to play the entire Saturday evening, accumulating my balance. They should have denied the account setup. I provided the bank details they requested. They're still not satisfied, even though it’s clear all the required information is included in that document.

As of Tuesday evening, their stance is that they won't help and want me to send the same information I've already provided.

Can you assist me in getting my full balance of 24,700 DKK withdrawn?

Hej!

Håber I kan hjælpe med denne kedelig sag omhandlende Partypoker.

Sagen er, at jeg Lørdag d 15/6-24 opretter en konto hos ovennævnte side. Jeg indbetaler 5000dkr og sender samtidig 2 dokumenter til verificering for at lette processen omkring KYC. Jeg spiller en 2-3 sessions i løbet af aftenen og formår at min saldo op på 24700dkr.

Dagen efter (Søndag d 16/6) forsøger jeg at logge ind, hvilket ikke er muligt. De beder om flere dokumenter, men skriver ikke hvilke. De har ikke sendt en mail eller noget til mig. Jeg uploader endnu et dokument og har nu send kørekort, Sygesikring (health care) og en regning, som alle bekræfter min identitet. Jeg hører stadig ikke noget.

Jeg forsøger at kontakte livechat, hvor jeg får fat i Jessica. Hun siger de vil kigge på dokumenterne, hvilket vil sige de slet ikke har kigget på de første jeg har sendt.

Senere i chatten siger hun, at hun kan se jeg er selv ekskluderet hos Bwin og derfor ikke må spille hos dem. Det er rigtigt, jeg er selv ekskluderet, da jeg på et tidspunkt valgte ikke at spille hos Bwin. Jeg har dog ingen anelse om at Partypoker er et søster selskab til Bwin, hvilket heller ikke er til at se på deres side. Hun fortæller jeg ikke selv kan lave en udbetaling, men at de vil foretage en manuel udbetaling af min saldo på 24700.

Om aftenen skriver hun så en mail, hvori hun siger at de vil se mine bank oplysninger, så de kan lave en overførsel men at de kun kan sende de 5000 retur, hvilket jeg ikke forstår da jeg på intet tidspunkt har vidst at de var under Bwin og de har ladet mig spille hele Lørdag aften og akkumulere min saldo op. De burde have nægtet oprettelse af konto. Jeg sender de bank detaljer som de beder om. De er stadig ikke tilfredse, selvom det er tydeligt at alle informationer som de beder om står i det dokument.

Status her Tirsdag aften er at de ikke vil hjælpe og vil have mig til at sende de samme oplysninger, som jeg allerede har sendt.

Kan I hjælpe mig, så jeg kan få mit fulde tilgodehavende på 24700dkr udbetalt.

Dear Becko8822,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Party Poker Casino DK.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when have you self-excluded from Bwin Casino?
• Have you informed Bwin Casino or Party Poker Casino about any gambling issues or struggles to control your gambling?
• Have you registered under the ROFUS scheme using your e-ID to your knowledge? https://rofusweb.spillemyndigheden.dk/public/rofus/
• Could you please share your communication with Party Poker Casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas!

Thanks for your help

I closed my account with Bwin as I didn't win anything with them! I therefore did not want to use them anymore. I am not registered with ROFUS and have no problems with games. I actually couldn't remember when I closed my Bwin account, but she said it was around 25 August last year. When I registered with Partypoker, I had no idea that it was a sister company to Bwin. As written, I was also allowed to deposit and play.

I have sent emails and correspondence with Partypoker to your email

Mr Kenneth

Hej Tomas!

Tak for din hjælp

Jeg lukkede min konto hos Bwin, da jeg ikke vandt noget hos dem! Jeg ønskede derfor ikke at benytte mig af dem længere. Jeg er ikke tilmeldt ROFUS og har ikke problemer med spil. Jeg kunne faktisk ikke huske hvornår jeg lukkede min Bwin konto, men hun sagde at det var omkring d 25 August sidste år. Da jeg oprettede mig hos Partypoker, havde jeg ingen anelse om det var et søster selskab til Bwin. Jeg fik som skrevet også lov til at indbetale og spille.

Jeg har sendt mails og korrespondance med Partypoker til din mail

Mvh Kenneth

Thanks for your emails.

Could you please look for and share an email from Bwin confirming your self-exclusion in that casino and the extent to which the self-exclusion applies?

I just checked my email and I have no email from Bwin confirming my self-exclusion with them,

Jeg har lige tjekket min mail og jeg har ingen mail fra Bwin, som bekræfter min selv udelukkelse hos dem,

Hello again Thomas!

I have sent an update by email. Hope you guys can get into this case so I can get the last +19,700 I'm entitled to.

Hej igen Tomas!

Jeg har sendt en update på mail. Håber I kan gå ind i denne sag, så jeg kan få de sidste +19.700 som jeg er berettiget til.

What is the status here? Can you tell how far along you are and whether you have contacted Partypoker.. It would be nice to have an update

Hvad er status her? Kan du fortælle hvor langt I er og om I har taget kontakt til Partypoker.. Kunne være rart med en opdatering

I apologize for not replying sooner.

• Could you please explain in more detail the circumstances of your self-exclusion in Bwin Casino?
• How did you contact the casino? (live chat, email, self-exclusion option in the menu of your player's account)
• What reason and time period have you specified when requesting the self-exclusion?

Hi Thomas!

I have answered that, but I am happy to answer again 🙂

1.I chose to use self-exclusion on Bwin myself, as I didn't win anything at their casino and didn't trust that it would change.

2. I did it myself via my account

3.I can't remember what time period I specified. Right off the bat I think I chose indefinite as I didn't want to use their casino anymore. However, they themselves write that it can be opened on 25/8-24, which I do not understand

Kenneth

Hej Tomas!

Det har jeg svaret på, men svarer gerne igen 🙂

1.Jeg valgte selv at gøre brug af selv udelukkelse på Bwin, da jeg ikke vandt noget på deres casino og ikke havde tillid til det ville ændre sig.

2.Jeg gjorde det selv via min konto

3.Jeg kan ikke ikke huske, hvilken tidsperiode jeg angav. Umiddelbart tror jeg at jeg valgte ubestemt tid, da jeg ikke ønskede at bruge deres casino længere. De skriver dog selv at den kan åbnes d 25/8-24, hvilket jeg ikke forstår

Kenneth

Could you please forward the communication in which  25/8/24 is mentioned? I believe I haven't noticed it previously.

Hello again Thomas!

I have sent the email again, in which it is stated and explained exactly where in the email it is stated. Thanks for the help 😊

Hej igen Tomas!

Jeg har sendt mailen igen, hvori det står og forklaret præcis hvor i mailen det står. Tak for hjælpen 😊

Thank you very much, Becko8822, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Becko8822,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.