Non-Bonus Complaint Propawin.com confiscates my winnings

[tommir99]

First of all, I could not locate the appropriate casino rep on this page: https://www.casinomeister.com/forums/members/?key=staff_members
so I'm just gonna go ahead and post the complaint here.

Maybe it was a stupid thing from me to trust these people again but I did anyway. On June 19th I was wondering why Propawin.com blocked my account in the first place on May
(because they never told me why) and I thought it may be because I was at the time in Portugal. So I told them I'm in my home country (Finland) now.

Soon after I received a reply that my propawin account is now unblocked so I can start using it again. So I made two separate 50 euro deposits, altogether 100 euros.

I won a little bit of money, and the total balance on Thursday June 25th was 562.50 euros.

Suddenly my account is now blocked again. I contacted them and got a reply:

"Dear Tommi,

Unfortunately it was not the reason it was blocked and unfortunately I did not notice that in your account description,
your account has been closed, with no right no reopen it and possibility to play in our casino.

You have to wait for the decision from our payments department regarding this situation.

Your account has been closed according to paragraph 13.6 of Terms and Conditions.

Best Regards.
Alex Carlow
Your Support Representative "


Today I received an email from them:

"Dear Tommi,

Please be informed that we reviewed your account history and found that 5th of May 2015 you has been
informed about your PropaWin.com account closing according to Terms & Conditions paragraph 13.6.

Please be informed that your account will remain closed in future. You are allowed to withdraw 100 EUR.
This is your deposits amount performed 19th of June 2015.

PropaWin
Payment Department"


I'm not going to accept this because this is a clear scam attempt and they just want to keep my winnings. I know they wouldn't give me the deposit back if I had lost that money.

How should I go about this? I would very much appreciate any help!

 

[Batman]

13.6 We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 13.7, as soon as reasonably possible following a request by You, refund the balance of Your Account.

13.7 Where we close Your Account and terminate the Terms of Use pursuant paragraph 12 (Collusion, Cheating, Fraud and Criminal Activity) or paragraph 21 (Breach of the Terms of Use), the balance of Your Account will be non-refundable and deemed to be forfeited by You to the extent of any claim that we may have against You as at the date of such closure (whether under Your Account, and Duplicate Account or otherwise). Closure of Your Account and Termination of the Terms of Use, other than pursuant to paragraphs 12 or 21 of these General Terms, will not affect any outstanding bets, provided that such outstanding bets are valid and You are not in breach of the Terms of Use in any way. For the avoidance of doubt, we will not credit any bonuses into Your Account, nor will You be entitled to any contingent winnings, at any time after the date on which it has been closed (whether by us pursuant to the Terms of Use, or in response to Your request).

You're either a Fraudster or have Duplicated accounts...
Maybe in their eyes, registering the acc from Portugal with a Finnish address seemed fishy (Fraud)... Thus closing your account the first time.
Bad service because they reopened your account...

Can you give us more info?
Did you send them documents and they approved the documents?
Did you try to explain the situation (being in Portugal at the time)?
Do you still have the conversation in which they confirmed that's OK to have your account reopened?

 

[tommir99]

13.6 We are, at any time (and notwithstanding any other provisions contained in the Terms of Use), entitled to close Your Account and terminate the Terms of Use on written notice (or attempted notice) to You using Your Contact Details. In the event of any such termination by us we shall, subject to paragraph 13.7, as soon as reasonably possible following a request by You, refund the balance of Your Account.
13.7 Where we close Your Account and terminate the Terms of Use pursuant paragraph 12 (Collusion, Cheating, Fraud and Criminal Activity) or paragraph 21 (Breach of the Terms of Use), the balance of Your Account will be non-refundable and deemed to be forfeited by You to the extent of any claim that we may have against You as at the date of such closure (whether under Your Account, and Duplicate Account or otherwise). Closure of Your Account and Termination of the Terms of Use, other than pursuant to paragraphs 12 or 21 of these General Terms, will not affect any outstanding bets, provided that such outstanding bets are valid and You are not in breach of the Terms of Use in any way. For the avoidance of doubt, we will not credit any bonuses into Your Account, nor will You be entitled to any contingent winnings, at any time after the date on which it has been closed (whether by us pursuant to the Terms of Use, or in response to Your request).

You're either a Fraudster or have Duplicated accounts...
Maybe in their eyes, registering the acc from Portugal with a Finnish address seemed fishy... Thus closing your account the first time.
Bad service because they reopened your account...

Can you give us more info?
Did you send them documents and they approved the documents?
Did you try to explain the situation (being in Portugal at the time)?
Do you still have the conversation in which they confirmed that's OK to have your account reopened?

Not a fraudster, don't have duplicated accounts either.

I sent them all the required documents before they first time blocked my account. All of those documents were accepted. I asked them if I can sign up from Portugal, before I opened the account and the answer was yes. The support person said he does not recommend using the Finland address if I'm staying in Portugal permanently but since it was just a vacation and I'm back in Finland, naturally I put my permanent Finland address in my profile instead of the temporary Portugal address.

I have the email where they say that my account is now unblocked. This was a response to my question when I asked that because I'm back in Finland now I was wondering if the account block could be removed.

 

[NohchiPlayer]

Why you play on this site? You dont have other casinos (trusted ones) to choose from?
I dont understand people who play on unknown sites and not playing on accredited casinos...And you didnt took a bonus?
So why you played on the site?

 

[tommir99]

Why you play on this site? You dont have other casinos (trusted ones) to choose from?
I dont understand people who play on unknown sites and not playing on accredited casinos...And you didnt took a bonus?
So why you played on the site?

I did take the sign up bonus in the beginning. At the time it was 100% up to 100 euros (sportsbook bonus, not casino). But there was no problems then. Everything was smooth, and I made a successful withdrawal. Then they blocked my account and when I asked what the reason is, their answer was: "There is always reason why we close account of the player, but in current situation we do not have to explain that"

 

[Batman]

Rogueish behavior...
You won't get that money back...
Be glad the amount isn't that big, it could have been worse, much worse!

You may PAB, but I doubt it would have any success, they'll just mention that you had the discrepancies in your account, Fraudish behavior,
Same would happen if you'd take this to court.
My advice would be to Link Outdated / Removed and stick to it...

 

[tommir99]

I submitted the PAB but I just read in their FAQ section that "We reserve the right to discard any PAB that where that same issue has been posted to the boards. This relates to threads started by, or contributions to other threads by, the person who filed the PAB. This applies equally to posts made before or after the PAB was filed."

Is there a way to remove this thread from the forum for now?

 

[Captain Chaos]

I submitted the PAB but I just read in their FAQ section that "We reserve the right to discard any PAB that where that same issue has been posted to the boards. This relates to threads started by, or contributions to other threads by, the person who filed the PAB. This applies equally to posts made before or after the PAB was filed."

Is there a way to remove this thread from the forum for now?

I think you should be ok. You have come seeking advice as to what to do. But it is important to follow the PAB instructions and let Max do his work. It may take a while, but if it's successful then it's worth the wait! Best thing to do now is to file the PAB and avoid involving yourself in further discussion regarding the issue.

 

[tommir99]

Ok, thanks.