PlayWorld Casino JP - プレイヤーの引き出しは没収されました。

After depositing $150 and winning $5200 on a Pragmatic Play slot machine, my withdrawal request was approved. However, during the bank withdrawal maintenance period, my withdrawal was suddenly canceled and I was penalized for violating the terms and conditions. When I inquired about this, I was not given a detailed reason. I reviewed the terms and conditions multiple times and found no actions of mine that would violate them. The conditions for the penalty are excessively strict and difficult to meet, causing me significant trouble.

$150入金し、Pragmatic Playのスロット機で勝利した$5200の出金申請の承認された後、銀行出金メンテナンスが開始され、出金に時間がかかっている中、突然の出金キャンセルと規約違反によるペナルティが課された。問い合わせをするも詳しい理由は伝えられないとのこと。規約を何度も見返すも、違反に値する行為に身に覚えはない。ペナルティの条件が非常に厳しく、達成が困難で困っている。

Hello tnb123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayWorld Casino JP. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, it has been verified. I don't remember exactly, but I have been playing continuously for over a year and have made many deposits and withdrawals.

The winnings were won with the money I deposited, no bonuses were used.

I contacted them last night via chat. They said that it was the decision of the department in charge, and they could not answer the details of the violation of the terms. I told them that I wanted to contact the department in charge, and they asked me to contact them by email, so I emailed them. I received a reply by email, but they unilaterally told me that it was a violation of the terms without giving any reason, and that it was a decision made by higher-ups and could not be changed.

I have a record of when my withdrawal request was approved. Should I submit it?

はい、verifiedされています。正確には覚えていないですが一年以上前から継続的にプレイしており、何度も入出金の実績があります。

賞金は入金したお金で獲得しました。ボーナスは一切使用していません。

直近で、昨日の夜、チャットで連絡しました。担当部署の判断とのことで、規約違反の内容については答えられないとのことでした。担当部署に連絡したいと伝えたところ、メールにて連絡して欲しいとのことなので、メールをしました。メールでの返信がありましたが、一方的に規約違反であると理由なしに伝えられ、上層部の判断のため、変えられないとのことだった。

一度、出金申請が承認となった際の履歴も含め、残しています。提出した方が良いですか？

The violation of the terms and conditions was a violation of Article 9. Since they did not tell me the details, I can only assume, but I cannot think of any other reason than the items below. This is because the other items are definitely not applicable, and the only item that mentions the possibility of penalties being given is this item.

9.3 In order to prevent money laundering, we reserve the right to refuse withdrawal of funds or winnings detected as low-risk bets, or to deduct fees incurred due to the use of third party payment services from the funds, or the player may be asked to place a valid bet again.

However, it would be unfair to consider a $1.25 bet on a high-risk Pragmatic Play slot machine, made on a $150 deposit, as a low-risk bet.

I have been playing this way for over a year now and have never been charged with a violation.

I asked the same question in the chat, but it seems they can't even give me an answer as to what kind of examples of low-risk betting are possible. It's all up to the department in charge to decide.

規約違反は9項に違反しているとのことでした。詳細は教えてもらえないので、こちらで想定するしかないですが、下記項目以外の理由が考えられません。何故なら他の項目は確実に該当していないのと、ペナルティが与えられる可能性に関してはこの項目にしか記載がないためです。

9.3. 当サイトは、マネーロンダリング防止のため、ローリスクベットが発覚した資金又は勝利金の出金を拒否、あるいは第三者決済の利用による手数料を資金から差し引く権利を有します。もしくはプレイヤーは正当な賭けを再度要求される場合があります。

しかし、$150の入金に対し、1.25ドルベットでハイリスクであるPragmatic Playのスロットを回していたことに対して、ローリスクベットと判断するのは不当です。

これまでも同様のプレイを一年以上行っており、違反となったことはありません。

チャットにも、同様の質問をしましたが、ローリスクベットに該当するプレイについて、どのような例が挙げられるかについても答えられないようです。全ては担当部署の判断とのことです。

What do you think about this matter?

I would like to resolve this as soon as possible.

本件、いかがでしょうか？

早急に解決したいと思います。

Hello tnb123,

Would it be possible to forward the communication between you and the casino and your betting history to nikolas.b@casino.guru?

The casino refuses to provide me with my betting history, so I will send you a replacement. They also won't tell me the total amount of the bet.

賭けの履歴はカジノ側から提供を拒否されているので代わりとなるものを送ります。ベット額の合計金額も教えられないようです。

I have sent it so please check it.

送りましたのでご確認をお願いします。

Thank you tnb123 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Peter san

I wish resolve this issue with this casino and close this case as soon as possible. Thank you for your support.

Hello there,

Thank you tnb123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayWorld Casino JP for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you. They complain of violation of Section 9 of the Terms of Service, and categorically do not disclose the specific reason. I can certify that I fully understand Section 9 of the Terms of Use and have not violated it. However, one issue is that there is no way to obtain betting history. The casino refuses to disclose betting history. I played the Pragmatic slot game with a $1.25 bet and just had fun. There's nothing wrong with that. The casino knows that I only play slots, and they also have my Max win history. I think this may be possible if Pragmatic cooperates. By not stating a specific reason, Playwolrd Casino has created a system that puts them in an overwhelmingly advantageous position and allows them to exploit players' winnings for random reasons. 

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I will send additional information.

If the casino doesn't respond, I would like to sue them. What should I do?

追加資料を送ります。

カジノ側から返答がない場合、訴訟したいのですが、どうすれば良いでしょうか？

How about after that?

Get your play history.

I'm sure the casino is being nefarious.

その後いかがでしょうか？

プレイ履歴を入手してください。

カジノ側が悪質だと確信しています。

We have received a response from the casino regarding the total bet amount on 8/20, so we would like to share it with you.

8/20の総ベット額についてカジノ側から回答がありましたので共有します。

Dear tnb123, I am in contact with the casino representative and am awaiting an update on the situation. I will keep you updated about any new developments. Thank you for your patience during this time!

Did you get a response from the casino?

カジノの方からは返信があったのでしょうか？

Could you please update the situation?

状況を更新して頂けないでしょうか？

Dear tnb123, the casino representative offered a clarification but it is not satisfactory and I will discuss your issue further. I will update you once there are any new developments. Thank you for your patience during this time!

Thank you for talking to me.

I haven't given up so please support me.

お話していただきありがとうございます。

諦めてませんのでご支援よろしくお願いします。

How about after that?

その後いかがでしょうか…？

Reminders

Reminder

Dear tnb123, according to the casino representative you have violated their terms and conditions by using third-party software. I am still trying to verify these accusations but I have not been given any evidence. Thank you for your patience during this time!

Thank you for your reply.

I do not use any third party software and will not use any in the future as I don't want to lose my life, but if such software exists, please let me know what it can do.

Please tell the casino to provide evidence. If it is true that such software was used, it will not be just a penalty. If it is true, it will cause a huge loss to the casino. This is an unforgivable response, and I am honestly shocked. It has been quite some time already, but if the casino does not provide evidence, would you be able to give me legal advice? Thank you for your continued support.

ご回答ありがとうございます。

サードパーティのソフトウェアは一切使用していません。私の人生を失いたくないので、今後も使用するつもりはないですし、もしそのようなものが存在するのであれば、そのソフトウェアを使って何が出来るのか教えて欲しいです。

カジノ側へ証拠を提示するようお伝えください。そのようなソフトウェアが使用されたことが事実であれば、ペナルティで済む話ではないでしょう。もしそれが本当であれば、カジノ側に大きな損失を与えてしまいます。あまりにも許し難い回答であり、正直なところ呆れています。既にかなりの時間が経過していますが、カジノ側から証拠が出ない場合は、法的なアドバイス等を頂けるのでしょうか。引き続きよろしくお願いします。

Sorry for bothering you again.

The casino is currently unable to provide evidence, but we believe that the game developer, Pragmatic Play, may have relevant data. Would it be possible for you to request evidence from the game developer?

I once contacted Pragmatic Play via email, but did not receive a response.

度々すみません。

カジノが証拠を提示できない状況ですが、ゲームの開発会社であるPragmatic Play社が関連するデータを持っている可能性があると考えました。この点について、そちらからゲーム会社に対して証拠の提供を依頼していただくことは可能なのでしょうか？

私からは一度Pragmatic Play社へメールで問い合わせをしましたが、回答がありませんでした。

The casino has informed us that they have nothing more to disclose, so we would like to share this with you.

At this point I don't know why I was penalized.

This is the first time in my life that I have been treated so unfairly.

カジノからこれ以上何も開示できないとの報告がありましたので共有いたします。

今のところペナルティになった理由が全くわかっておりません。

ここまで理不尽な対応は人生で初めてです。

I apologize for being persistent, but is there any update on the situation? Do I need to wait for the casino to present evidence? If they claim that third-party software was used, I can assure you that I did not use any. However, I am unsure how to provide evidence from me to prove this. Additionally, it's unclear what software they are referring to. I simply used my iPhone as usual to log into the casino, make a deposit, and play slots. That’s all. I believe that if the casino continues to remain silent, the issue will not be resolved…

Dear tnb123, the casino has mentioned this only vaguely and didn't provide any evidence as to how would this cause you to gain an advantage, Due to that reason, I will close this complaint due to insufficient evidence from the casino. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter