Bonus Complaint PKR - Midweek Steps

JCGamble

Dormant account
Joined
Dec 14, 2015
Location
England
Evening.

On 1st December I took part in a promotion at PKR named Midweek Steps. The promotion offered a post wager bonus in multiple steps. Wagering $5000 would see you have $1000 of free bets throughout the promotion. It wasn't clear if there was any wagering on the free bets, but whilst using them, it seemed all winnings from them went to cash balance. Brilliant value offer in my opinion and I went in with $800 straight away.

I've since been on holiday and come back to see that my withdrawal has been cancelled and my account balance adjusted. Is this right..? Can they do this?

Images below.

Promo
PKR con001.jpg
My account statement. Wagers are showing as 0 as they were free bets being used.
PKR_Con.png

EDIT: I looked for a PKR rep here, no luck though.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Have you been in contact with their support? If so, what did they say?
 

JCGamble

Dormant account
Joined
Dec 14, 2015
Location
England
I have and I'm still eagerly awaiting a reply. Scared it's going to be "a management decision" and "we can't give you any further information" kind of thing.
 

JCGamble

Dormant account
Joined
Dec 14, 2015
Location
England
Managed to get hold of them on Live Chat. Transcript below.

Me: Hi Michael

Michael: Hello

Me: I took part in the midweek steps promotion, I finished it then jetted off on holiday. I’ve just come back to find the withdrawal cancelled and my balance adjusted to $800…

Michael: May I ask your username please?

Michael: One moment please...

Michael: To be able to assist you, for security reasons, please confirm the following information:
1. Your date of birth
2. The first line of your home address
3. The answer to the following question:

Michael: Thanks for confirming the details

Michael: As per our terms and conditions, the promotions has been canceled and all the winnings have been removed

Me: Can you tell me which terms and conditions please. Could you also tell me why you have removed winnings from wagers with my own money?

Michael: The withdrawals requests have been declined and the money is in players' account

Me: Michael are you there?

Michael: You can find the terms and conditons here

Michael: Terms & Conditions
1. The promotion “Midweek Steps” is available for all PKR Games players.
2. To qualify for the promotion you must wager the qualifying bet amounts on the qualifying games during the qualifying periods.
3. Wagering with free bets will not count towards the promotion and wagering on play/demo games will not count.
4. Free Bets will be credited instantly as soon as you qualify for each free bet amount and will be valid for 3 days from issue, if not used within this time they will expire.
5. Midweek Steps free bets will be available to use on all slots at PKR Games.
6. General Bonus terms apply in addition to the terms listed here.
7. PKR reserves the right to take action against any player we believe has abused this offer in any way.
8. PKR reserves the right to withhold any bonus payment if it believes that the offer has been abused and/or where the terms of the offer are not fulfilled, or any irregular wagering patterns are found.
9. PKR reserves the right to withdraw or amend this offer at any time, without prior notice. The decision of the PKR management team is final and no correspondence will be entered into.

Me: So has anyone been paid out for their wagers from cash and/or freebets during the promotion period, or did you restrospectively remove all winnings as you have done with me. It's a bit worrying as I would have made a profit without the freebets, yet that's been removed too.

Michael: I can not disclose others players informations

Michael: I understand your point and I appreciate your comment

Me: Also, there was no option to opt in or out of this promotion. If I had played and won, with or without freebets, it seems you would have removed winnings - seeming as you removed winnings from my cash wagers and not just my freebet wagers.

Michael: I understand and again apologies fore the inconvenience

Me: Do you have a complaints procedure or would one have to follow up with IBAS/UK Gambling Commission?

Michael: You can access it by clicking on this link:
You do not have permission to view link Log in or register now.


Me: Thank you for the assistance Michael.

Me: Goodbye
 

lucky2

Dormant account
PABnononaccred
Joined
Aug 11, 2014
Location
London
Had exactly the same thing here

Would have been up with or without the bonuses. Account was locked for over a week with no explanation and when I was allowed back in balance reset to original deposit amount.

When asked why I was told 'management decided to pull the promotion' and quoted the general terms. These terms however, do not cover pulling a promotion AFTER people have completed it. I also believe from reading around the net, losers weren't refunded.

As they are registered in the UK I will be taking them to the small claims court as this is outright rogue. Good luck with your case.
 

JCGamble

Dormant account
Joined
Dec 14, 2015
Location
England
It's disgusting behavior on their part. Think it comes close to fraud? Advertising a promotion which you can't physically win/complete. Awaiting a reply from Casinomeister guys, see if this is worth a PAB or not. Will look into IBAS, UKGC and then send them a letter.
 

lucky2

Dormant account
PABnononaccred
Joined
Aug 11, 2014
Location
London
I had actually completed the whole thing and requested a withdrawal

It is definately bait and switch though, they basically realised afterwards that they had messed up and tried to welch.

They actually offered the bonus on the 1st with original terms (I completed it before midnight and withdrew)

By the morning of the 2nd they had added a 35x wagering requirement into the terms.
Followed by pulling it completely.

Then locked accounts completely and confiscated winnings.

UKGC told me nothing they could do and IBAS have said they are looking into it. Will keep you posted if I get any other information.
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Small claims it - only costs £40 quid to set a date. PM me if you need the standard letters setting out proposed action.
 

lucky2

Dormant account
PABnononaccred
Joined
Aug 11, 2014
Location
London
Small claims it - only costs £40 quid to set a date. PM me if you need the standard letters setting out proposed action.

Thank you, that's the plan, will drop you a PM if I need anything - thanks for the offer :)
 

lucky2

Dormant account
PABnononaccred
Joined
Aug 11, 2014
Location
London
How you getting on Lucky?

It has now been referred to my local court as pkr filed (in my opinion a poor) defence. How is your's going?

I read on another forum someone tried to mediate with them and they were using the same defence and refused to back down so they are proceeding to court also...
 
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