Venting ProgressPlay refuse to payout citing multiple accounts

Venting

jayjayash

Newbie member
Joined
Jun 2, 2024
Location
London
Hello all,
My name is Ash and have a bit of rant and any insight from anyone who’s been involved in a similar case is of course highly appreciated.

In a nutshell I had setup an account with PriveWin, got verified, won over £15K and when I put in the withdrawal request they informed me they will close my account, return only my deposits and not the winnings, citing their T&Cs which gives them the right to close some or all of multiple accounts.

The reason cited was that I had multiple accounts, which isn’t the case on PriveWin but when I dug under the surface I noticed another brand “Betstorm” who are a sister brand to PriveWin both operated by ProgressPlay Ltd.

The Betstorm account however I had closed on my own accord over 18months ago so it’s not multiple “open” accounts and so to me its obvious they are trying to find a loophole but I’ve got a strong belief they have no case here and after having verified my personal information they either should have now allowed it to start with or otherwise should have been ok.

Their T&Cs refer to not allowing multiple accounts and logically this should refer to “open” accounts and not ones which the user had canceled themselves a long time ago.

I’ve taken it to eCogra and it’s been a few weeks but already I have my solicitor on standby to take them to court once I’ve consumed the ADR route, in which case they will even pay for interest and fees.

Any similar case even if with other operators do please enlighten me on your experience and any advice.

Regards
 
Their T&Cs refer to not allowing multiple accounts and logically this should refer to “open” accounts and not ones which the user had canceled themselves a long time ago.
Not really, because otherwise people would close accounts and a few months later come back and keep taking the welcome bonus - which would cause a headache for any casino.

If the restriction applies across their entire portfolio, they should be making that crystal clear and make some effort to surface that information though - especially for a group that has more than 150 unique domains (past and present) according to their
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.

Having a quick look through the terms and conditions:
  • They use the term "company network" to refer to all sites in the group - that term is mentioned seven times in PriveWin's terms and conditions.
    • D.1, E.8 - you confirm that you have not previously self excluded
    • F.2, J.15 - mentions that their definition of "taking advantage of our bonuses" includes opening multiple accounts across the company network (in theory as part of another action, but is written unconditionally)
    • J.5 - mentions the limits for bonuses across the network
  • As with most sites, they do limit you to one account per site (E.4), but J.5 clarifies you can receive multiple welcome bonuses across the network as a whole (in theory, because other terms could consider that bonus abuse) so it's clearly not one account per network.

So the multiple accounts alone doesn't appear to be enough of a reason - so it seems like they're accusing you of something more than that. Given how lengthy their "prohibited actions" section is - some relate to fraud, some to advantage play, some designed to trip players up - it's clearly not a friendly platform for players.

Naturally that contempt goes further, because if the ADR doesn't find in your favour, clause P.1 stipulates that the Maltese courts have exclusive jurisdiction.
 
JasonUk, very grateful for your response, thank you so much sir!

Their only other cited reason is using modified credentials, see their actual response below:

“Kindly note that after a careful examination of your account, it has been concluded that you have used modified credentials to be able to create another account with us while previously registered one that was blocked.
For this reason, in accordance with our Terms and Conditions, we are required to revoke your winnings close your account as well as return your participation fee.
Please be advised that your account has been permanently suspended.”

I’m guessing they are referring to me using a newer email account and mobile number to what I had previously set up the Betstorm account 18 months ago.

I’m quite sure using a different email address and mobile number cannot be labeled as “modified credentials” especially when I have uploaded my exact same name and passport and according to their T&Cs (E.9) I would not be allowed to deposit unless my identity was verified, yet they come back to say this!

I have the patience to follow the ADR and they will end up paying more (including interest) if needed to be taken to court as my solicitor is just on standby.

Or shall I proceed with court action without waiting for the completion of the ADR process? I thought this would look even better in court when I would have consumed all means for resolving this amicably.

Your advise much appreciated all!

Ash
 
“Kindly note that after a careful examination of your account, it has been concluded that you have used modified credentials to be able to create another account with us while previously registered one that was blocked.
So the meaning of "blocked" is crucial here - if you closed the account that in itself shouldn't be a reason, however if you self-excluded then section D.1 comes into play and they can't pay you out.

Likewise, if they wrongly self-excluded you (you only asked for the account to be closed, but they flagged you as self-excluding anyway) then there's more of a fight because you need to disprove that first to be in a position to withdraw the balance.

I’m quite sure using a different email address and mobile number cannot be labeled as “modified credentials” especially when I have uploaded my exact same name and passport and according to their T&Cs (E.9) I would not be allowed to deposit unless my identity was verified, yet they come back to say this!
Unless you're trying to evade a self-exclusion trigger, then I'd agree.

Or shall I proceed with court action without waiting for the completion of the ADR process? I thought this would look even better in court when I would have consumed all means for resolving this amicably.
Exactly, let ADR do its thing then you can consider your options - court isn't going to be cheap in this instance if you have to fight it in Malta.

Do note that I have not used any bonuses at all so this is not applicable at all ?
Fair enough, always good to double-check - and in any case it shows you are permitted to have accounts at multiple brands across the "company network". Wouldn't be the first group to leave that giant trap waiting for any unsuspecting punters...
 
So the meaning of "blocked" is crucial here - if you closed the account that in itself shouldn't be a reason, however if you self-excluded then section D.1 comes into play and they can't pay you out.

Likewise, if they wrongly self-excluded you (you only asked for the account to be closed, but they flagged you as self-excluding anyway) then there's more of a fight because you need to disprove that first to be in a position to withdraw the balance.
Thankfully I have a record of my email to them asking to “close the account” but they went ahead and self-excluded me instead as per confirmation email.
Unless you're trying to evade a self-exclusion trigger, then I'd agree.


Exactly, let ADR do its thing then you can consider your options - court isn't going to be cheap in this instance if you have to fight it in Malta.
Does eCogra have a fair record or the standard story where they side with their sponsors ?
Fair enough, always good to double-check - and in any case it shows you are permitted to have accounts at multiple brands across the "company network". Wouldn't be the first group to leave that giant trap waiting for any unsuspecting punters...
Thank you sir!
 
Thankfully I have a record of my email to them asking to “close the account” but they went ahead and self-excluded me instead as per confirmation email.
That's the crux of the argument then.

It's worth having a read through the SE text at
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and you'll appreciate that it is opt-in.

For completeness, there is a second scheme being trialled, called gamprotect, where the operator can self-exclude you instead. However, that isn't relevant to this conversation as ProgressPlay aren't one of the trial operators.

If they self-excluded you in error then your winnings should stand, but if they can successfully argue that you self-excluded then as per UKGC regulations those winnings will be voided and the deposits returned (which is your current situation).

Does eCogra have a fair record or the standard story where they side with their sponsors ?
Funny you should ask this, as I've just written such a post a few minutes ago... TL;DR - it's not as bad as people suggest, around 1 in 3 completed disputes have succeeded in recent years.
 
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That's the crux of the argument then.

It's worth having a read through the SE text at
You do not have permission to view link Log in or register now.
and you'll appreciate that it is opt-in.
I read that and to be honest even those I had asked to close the account, with the time lapsed (18months) either way had it been a self exclusion it shows that they - having verified my identity via my same passport and proof of address - have already known who I exactly am and allowed me to open the account and play with it, and only when it came to withdrawal did they cite the multiple accounts and changing credentials lame excuses.


For completeness, there is a second scheme being trialled, called gamprotect, where the operator can self-exclude you instead. However, that isn't relevant to this conversation as ProgressPlay aren't one of the trial operators.

If they self-excluded you in error then your winnings should stand, but if they can successfully argue that you self-excluded then as per UKGC regulations those winnings will be voided and the deposits returned (which is your current situation).


Funny you should ask this, as I've just written such a post a few minutes ago... TL;DR - it's not as bad as people suggest, around 1 in 3 completed disputes have succeeded in recent years.

Thanks for the input, really it is appreciated Jason!
 

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I read that and to be honest even those I had asked to close the account, with the time lapsed (18months) either way had it been a self exclusion it shows that they - having verified my identity via my same passport and proof of address - have already known who I exactly am and allowed me to open the account and play with it, and only when it came to withdrawal did they cite the multiple accounts and changing credentials lame excuses.




Thanks for the input, really it is appreciated Jason!
I suspect they will cite the fact that you requested permanent account closure as the reason they put a self exclusion in place and that will be why they are saying they don’t have to pay.
 
I suspect they will cite the fact that you requested permanent account closure as the reason they put a self exclusion in place and that will be why they are saying they don’t have to pay.
Yes but the permanent here is for Betstorm and the reason was that I did not really their interface at all.

Plus they cannot get around the fact that if they self excluded me how did they let me play after having verified my identity.

I really don’t see them having any leg to stand on tbh - and had I lost would I have been able to still claim back my deposits or would these have not been challenged ?
 
Something just triggered in my memory on Betstorm. I have an account but haven’t used it in a while but I know i did take a break for a week earlier this year and immediately got an email from them, and others in the group, to tell me my self exclusion had begun. A week later the account reopened so obviously they are terming any account closure as an exclusion which they shouldn’t be doing.
 
Something just triggered in my memory on Betstorm. I have an account but haven’t used it in a while but I know i did take a break for a week earlier this year and immediately got an email from them, and others in the group, to tell me my self exclusion had begun. A week later the account reopened so obviously they are terming any account closure as an exclusion which they shouldn’t be doing.
And as you mentioned self-exclusion and account closure are quite distinct and many operators have them separately on their site but if I recall correctly Betstorm doesn’t have the option for account closure on their site which is why I remember their live chat advised to send them an email to request closure.

Can you do me a favour and check if they have both options on the Betstorm site since you have an open account, and out of interest also what timelines have they put up available for self exclusion with that option assuming it’s there,
 
And as you mentioned self-exclusion and account closure are quite distinct and many operators have them separately on their site but if I recall correctly Betstorm doesn’t have the option for account closure on their site which is why I remember their live chat advised to send them an email to request closure.

Can you do me a favour and check if they have both options on the Betstorm site since you have an open account, and out of interest also what timelines have they put up available for self exclusion with that option assuming it’s there,
Account closure is via emai to customer services, take a break and self exclusion are available through the RG options.
 
Indeed my memory is still intact as I remember their customer services telling me I can only close via email - which makes the distinction vs the self exclusion they have gone ahead with instead.

That explains it all and I believe I have an even better holistic picture now of the situation (Big thanks to you) and I will come back here to let you know the outcome, hopefully in this lifetime ?
Account closure is via emai to customer services, take a break and self exclusion are available through the RG options.
 
I read that and to be honest even those I had asked to close the account, with the time lapsed (18months) either way had it been a self exclusion it shows that they - having verified my identity via my same passport and proof of address - have already known who I exactly am and allowed me to open the account and play with it, and only when it came to withdrawal did they cite the multiple accounts and changing credentials lame excuses.
Just to clarify on this point - the UKGC regulations on self-exclusion have changed quite a bit over the years, and disappointingly now put most of the pressure on the player.

If you "evaded" a self-exclusion, which happens if people try and sign up with different details - you mentioned a newer email and mobile - then you wouldn't have much of a leg to stand on. It'll be either deposits returned, or deposits forfeit as a T&C breach.

Which is why it's important - and sounds like @itsme123 has provided some valuable information - to differentiate between an account closure and self-exclusion.

Also ADR may view this as a social responsibility issue and could decline to make a determination
Indeed, it'll come down to the same point - was it actually a self-exclusion, if the answer is yes then ADR can't rule on it because the UKGC rules are explicit.

Over the years, a number of casinos have misused SE - one because it opens the door to a multi-operator freeroll (such as the above, although that was more of a thing before 2020 when they all had different licenses so could selectively enforce it), and two because it allows them to massage their statistics (SE is a player issue, account closure is a brand issue).
 
Thanks both JasonUK and itsme123.

I think my case here is quite clear and in my favour (or so I would like to think), in terms of I had only requested account closure on Betstorm and not self exclusion (confirmed by my email and chat with their live support), Also more importantly, having a different email and mobile number after 18months is not really falsifying identity especially when I have setup my new account with the exact same passport, name and D.O.B and that had been verified before I was allowed to play, as per their own T&Cs.

Will keep you gents updated once I hear back - wish me luck!
 
Past 30 days and still no response from ECogra!! Is this normal? Their own Policies and Procedures state they will at least update every 30 days!!
 
My dealings in the past with Ecogra were terrible. Think it was 8 weeks that they were supposed to give a ruling , and when I had no contact from them I emailed them every few days .
Eventually got a reply after another few weeks and they found in favour of the casino.
A few months later I decided to complain higher up the chain in Ecogra about the outcome and how it had been handled and the points that I believed were wrong in the ruling . 2 weeks later they upheld my complaint , found in my favour and the casino ( Betway) paid up.
 
My dealings in the past with Ecogra were terrible. Think it was 8 weeks that they were supposed to give a ruling , and when I had no contact from them I emailed them every few days .
Do they commit to a ruling within a certain timeframe? Their policy says up to 90 days which I guess is the maximum anyway but in most cases they would have given a ruling in 5-6 weeks..
Eventually got a reply after another few weeks and they found in favour of the casino.
A few months later I decided to complain higher up the chain in Ecogra about the outcome and how it had been handled and the points that I believed were wrong in the ruling . 2 weeks later they upheld my complaint , found in my favour and the casino ( Betway) paid up.
Who did you escalate to please?
 
Do they commit to a ruling within a certain timeframe? Their policy says up to 90 days which I guess is the maximum anyway but in most cases they would have given a ruling in 5-6 weeks..

Who did you escalate to please?
I think it was something along the lines off they would endeavour to give a ruling within 8 weeks or contact you for further information if it was required.
At the time I complained to them it was through their internal complaints process , there was a link on the site to that. I only decided to complain after I had a few drinks one night and was annoyed at their response. So I clicked on the complaints link and listed each point that I disagreed with. Forgot about it and a few weeks letter got the outcome email and they admitted it hadn’t been handled well and the wrong outcome had been arrived at, within a few days I received the payment from the casino.
 
60 day mark reached since Case Complete and still compiling the preliminary report! ..

eCogra are a really hard working bunch aren’t they!

Anyway I’m very patient and the 2 solicitors are on standby for going to court in Malta and in the UK..

Deffo not backing down without a proper fight 🙂
 
They sent me exact same email saying i altered my details to bypass the system when opening account and I've been a member since 2022 and deposted thousands of pounds within there sites and this was my 1st EVER withdrawal and they lied even made me deposted via PayPal so i can get my money paid as they said my card did not accept my withdrawal so they said deposted via PayPal so we can pay you that way bloody cheek I'm trying to get my money out and they made me deposted via PayPal so i can get my money so i did it anyway and once deposted my account under review week later I got emails from all there sites accusing me of fraud basically when ive done nothing of the sort it's a joke my number same my house address is same name is the same its just a excuse not to pay out and read all the reviews on trust pilot it's disgusting how they can do this to customers
 

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