Android Phone

Android Tablet

iPhone

iPad

Windows

US Dollar

Canadian Dollar

Japanese Yen

British Pound Sterling

Ash Gaming

Betsoft

Cryptologic

Lightning Box Games

Microgaming

NetEnt

OpenBet

Roulette

Blackjack

Baccarat

Gibraltar

Party Casino

Bank Transfer

Clickandbuy

Maestro

Master Card

Neteller

Paypal

Paysafecard

Poli

Skrill

VISA

Chat

Email

Phone

Hi Blahusiak - welcome to ThePOGG.com!

1. What industry guidelines? Your referencing guidelines that we're not familiar with. Having looked at the PartyPoker terms and conditions there is a clear section detailing the withdrawal terms. Specifically what is your problem?

2. You were trying to withdraw funds from your PartyPoker account and the minimum amount they would let you withdraw was $5000 AUD?

3. At what point did you make the operator aware of your problem gambling issues?

4. Again we need to know the 'governing guidelines' you're referencing? You're an Australian resident and we're UK based, so if you're referencing Australian rules you need to direct us to them.

5. Gambling companies have a responsibility to prevent problem gamblers from accessing their service. But those responsibilities only extend as far as managing players they can be reasonably expected to be aware of. So you need to have made the operator aware of the issue before they could be considered to be responsible.

6/7. You would need to be able to provide concrete figures of what, if anything, you can prove to be missing before we could pursue this issue.

8. Quoted Blackjack Rules about what?

9/10. Again, unless you can prove that the server crashes have caused you a demonstrateable detriment there's nothing we can do regarding this issue.  

11. Gambling is an activity that is based on risk. While you may have had a more significant than average loss, that does not necessarily indicate that there's anything wrong with the software in use. Before we could even begin to establish whether you claims regarding this are true I'd need to know that you'd played perfect Basic Strategy? Even if that's the case the sample size is VERY small from a mathematical perspective and as such it would only establish an issue if the issue was VERY big.

If you can answer the above questions we can progress from there.

Thanks,

ThePOGG

Hi,

I will just touch upon the main points in your response if that is okay.

I refer to the governing guidelines and policies that would apply to partypoker.

It is difficult to tell from these international bodies which is the applicable set of guidelines. For example with partypoker they looked to be registered in Gibraltar but also be covered under UK legislation to some degree.

The Gilbraltar guidelines are as follows:
https://www.gibraltar.gov.gi/new/sites/default/files/HMGoG_Documents/RTOS%20Final%20Version%201.0.2012.pdf

And if I used them as a guide, we can find many examples of where partypoker aren't compliant.

With respect to logs and evidence, I have requested this however partypoker only provide me with partial logs that only show debits/credits but you cannot distinguish from this from normal/abnormal play. I know partypoker are required keep more detailed server logs however they would not/could not provide more detail logs.

Without going into more detail for now, are you the appropriate complaints body with whom I should be dealing with? If so, I'm happy to provide more details as we go.

Regards,

Ben.

Hi Blahusiak,

If you're looking to discuss the finer details of the Gibraltar responsible gambling guidelines you would be best served taking your issue up with the Gibraltar Gambling Commission. 

Thanks,

ThePOGG

No I'm not looking to discuss the finer details of the Gibraltar guidelines. I am making a complaint and TRYING to get your assistance.

Partypoker is licensed and regulated over two gaming commissions the UK and Gibraltar and you support UK gaming commission complaints right?

Why do I have to identify the related policies, guidelines and legislation - aren't you the ones who are meant to assist in this??

ARE YOU THE CORRECT BODY for UK GAMING RELATED COMPLAINTS? Can you assist in my complaints above?

Did you want me to look up the UK guidelines as well?

I suppose what I'm trying to say is:
1. Please can you let me know if you are the right body to deal with the nature of my complaint(s) - see my first post.
2. If so, then we can get into the "finer detail" of the relevant UK policy and legislation.
3. Don't make me jump through hurdles, hurdles which you should know better than me, if you think this is not the type of case you deal with.
4. Refer me to the correct UK gambling complaints department/body/organisation if so.

Regards,

Ben.

Hi Blahusiak,

You are an Australian citizen - the UKGC license does not apply to you. You are not covered by its protections and Party casino are not required to meet its standards when dealing with players outside of the UK.

They are required to meet the standards of the Gibraltar Gambling Commission - the body that I directed you to previously.

You haven't been asked to "jump through hurdles", you've been referred to the appropriate body to review a complaint of this nature. The exact requirements that the GGC place on operators with regard to responsible gambling is a licensing issue which they have to rule on.

Thanks,

ThePOGG

This player's principal concern relates to the placement of Responsible Gambling information, something the regulator has to rule on.

Over a two week period I was able to make 10's of withdraws around $8,000 AUD while gambling on the partypoker website playing blackjack.
 
 The issues I have and raised with partypoker include:
 
 1. Their terms and conditions do not state the withdrawal prerequisites and conditions clearly as required by industry guidelines.
 
 2. As such, when I attempted to withdraw moneys from my partypoker account I was surprised to find that a minimum amount of $5,000 USD was required.
 
 3. This lack of awareness combined with my problem gambling that I continued to gamble with no easy/suitable way to withdraw.
 
 4. Also, governing guidelines dictates that sites and poker User Interfaces must conspicuously promote ‘responsible gambling’ links on their lobby page or similar. Partypoker only have a small link hidden on their software client.
 
 5. I’m not sure whether gambling companies should have controls in place to prevent obvious problem gamblers from continuously withdrawing funds from a credit card account, as I was able to withdraw thousands of dollars in a matter of hours.
 
 6.On at least two gambling sessions, the partypoker servers crashed causing funds to be removed from my account.
 
 7. When I contacted partypoker about this, they assured me that the funds were eventually credited to my account however the logs they provide do not provide me with sufficient detail have this assurance.
 
 8. They also quoted their ‘blackjack rules’ website which is separate to their terms and conditions and was not titled ‘rules’ anywhere on that page.
 
 9. When I pointed out this issue they said they have updated the page to be titled ‘rules’ however policy dictates that they are required to notify ALL customers of any changes to any rules – this they never did.
 
 10. Essentially it was their belief that any system errors that caused a loss, was not their responsibility to rectify – just because they have made a ‘rule’ stating this on an obscure webpage. I don’t believe that companies can make internal policies that absolve themselves of any legal obligations.
 
 11. Over a 24 hour period I played over 3,900 hands of blackjack for a less than 35% winning ratio. I don’t believe this is the standard win/loss ratio and I believe their blackjack game is configured with a higher losing ratio than a standard blackjack game.
 I believe that partypoker’s lack of compliance with governing guidelines has contributed to my problem gambling and financial hardship. I believe that had I been able to withdraw funds without restrictions that I was not made aware of and if I had been able to view the responsible gaming information, I would not have lost as much money as I did.
 
 I can provide personal transaction details if required, plus the emails I have received from partypoker and the minimal logs they have provided me.
 

Party - Complaint

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Reclamaciones PE

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Free Spins for Adding Card UK

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN