Imao sam stanje gotovine od 1501,22 dolara na svom PoverPlai nalogu. Nisam koristio svoj nalog du?e od godinu dana. PoverPlai je deaktivirao moj nalog i zaplenio ceo balans. Poslali su 1 e-poruku upozorenja zakopanu me?u preko 50 ne?eljenih e-poruka.
Nakon pregleda sa menad?mentom, oni su proizvoljno pristali da vrate moj prvobitni iznos depozita (1000,00 USD), ali ne i 501,22 USD u dobicima. Zatim su me primorali da izvr?im dodatno prebacivanje od 860 dolara u kazinu ili na sportske opklade sa kvotom >2,0 (nije deo moje ?albe)
Kao opravdanje za svoje postupke oni su naveli svoje trenutne odredbe i uslove 4.13: ?Ako va? nalog nije bio aktivan u periodu od dvanaest meseci, va? nalog ?e se smatrati neaktivnim nalogom ?to mo?e dovesti do njegovog zatvaranja. Da biste spre?ili ako nalog ne postane neaktivan, mo?ete se prijaviti na svoj nalog i napraviti opkladu za pravi novac, depozit ili povla?enje sredstava. Ako na va?em nalogu nije bilo aktivnosti dvanaest meseci, mi ?emo obavestiti vas e-po?tom mesec dana ranije o daljim koracima i ako u roku od mesec dana od obave?tenja ne povu?ete sredstva, PoverPlai zadr?ava pravo da zapleni sredstva.
Pover plai je regulisana knjiga u Ontariju u Kanadi i njihove radnje i uslovi moraju biti u skladu sa Standardima Registrara za Internet igre. Po 3.11:
?U svakom trenutku, uslovi ugovora i rad ugovora moraju biti u skladu sa standardima i zahtevima i va?e?im zakonima Ontarija."
Prijavio sam se u maju 2023. i koristio nalog do jula 2023. Ne se?am se termina/uslova 4.13 prilikom registracije; PoverPlai je od tada promenio svoje uslove i odredbe i ne?e obezbediti kopiju uslova koji su bili aktivni prilikom registracije, niti bilo kakve izmene koje su napravljene od tada. Ove informacije treba da budu dostupne prema 3.10 standarda Registrara:
?U najmanju ruku, pregled doga?aja bi?e dostupan za slede?e...Informacije u vezi sa ugovorima sa igra?em ili u vezi sa njima."
?to je jo? va?nije, moja ?alba je da njihovi uslovi i odredbe 4.13, kao i radnje (zaplena preostalih 501,22 dolara mog stanja pre deaktivacije), kr?e Standarde regulatora uklju?uju?i odeljak 3.22 koji ka?e:
?Kada nalog postane neaktivan ili ga deaktivira igra? ili druga ovla??ena osoba, igra? ?e mo?i da povrati stanje na svom nalogu zahvaljuju?i njima.
Moj nalog je postao neaktivan, pa bi trebalo da mogu da povratim stanje na [mom] ra?unu zahvaljuju?i [meni].
Njihovo pona?anje tako?e kr?i odeljak 3.17:
?Bi?e ulo?eni razumni napori da se igra?i informi?u o sredstvima igra?a koja ostaju na neaktivnim ra?unima."
Nisu se trudili da me obaveste o stanju na neaktivnom ra?unu. Nigde u e-poruci sa upozorenjem ne pi?e da imam balans. PoverPlai je tako?e prekr?io sopstvene odredbe i uslove koje navode kao opravdanje za uzimanje mog stanja – prema svojim uslovima, oni su me morali obavestiti da imam neizmireno stanje na svom nalogu (4.13 ?obavesti?emo vas mejlom mesec dana ranije o daljim korake i da li ima sredstava na va?em nalogu").
Tako?e bih tvrdio da jedno upozorenje putem e-po?te zakopano me?u neprestanim ne?eljenim sadr?ajima ne predstavlja razumno upozorenje za zaplenu 1500 dolara. Nisu potvrdili prijem ili razumevanje e-po?te. Nisu poku?ali da pozovu.
Podneo sam im zvani?nu ?albu u kojoj sam naveo gore navedeno i tra?im isplatu preostalih 501,22 dolara. Ako bude odbijen, nameravam da nastavim sa formalnom ?albom kod regulatora Ontarija.
Nadao sam se da ?ete mo?da pregledati i dati neke savete o slede?im koracima, kao i povratne informacije o tome ?ta mislite o validnosti moje tvrdnje. Koristio sam brojne druge regulisane knjige u Ontariju i nikada nisam uzimao sredstva. Nikada ranije nisam morao da se ?alim.
Rado ?emo odgovoriti na sva pitanja ili dostaviti dokumentaciju.
Hvala unapred.
I had a cash balance of $1501.22 dollars in my PowerPlay account. I did not use my account for a period of over one year. PowerPlay deactivated my account and seized the whole balance. They sent 1 warning email buried amongst over 50 spam emails.
On review with management, they arbitrarily agreed to return my original deposit amount ($1000.00) but not the $501.22 in winnings. They then forced me to complete an additional rollover of $860 in the casino or sports bets at odds >2.0 (not part of my complaint)
As justification for their actions they have cited their own current terms and conditions 4.13: "If your Account has had no activity for a period of twelve months, your Account will be considered a dormant account which can results in it being closed. To prevent your account from becoming dormant, you can log into your Account and make a real money wager, a deposit, or a withdrawal. If there has been no activity on your Account for twelve months, we will notify you by email month earlier of further steps and if there are any funds on your Account. If within a month of the notification you don’t withdraw the funds, PowerPlay reserves the right to seize the funds."
Power play is a regulated book in Ontario Canada and their actions and terms must adhere to the Registrar’s Standards for Internet Gaming. Per 3.11:
"At all times, the terms of the contract and the operation of the contract must comply with the Standards and Requirements and applicable Ontario laws."
I signed up in May 2023 and used the account until July 2023. I do not recall term/condition 4.13 on signing up; PowerPlay has changed their terms and conditions since, and will not provide a copy of the terms that were active on signing up, nor any amendments that have been made since. This information should be available per 3.10 of the Registrar's standards:
"At a minimum, an auditable trail of events shall be made available for the following...Information regarding or relating to contracts with the player."
More importantly, my complaint is that their terms and conditions 4.13, as well as actions (seizure of the remaining $501.22 of my balance prior to deactivation), violates the Regulator Standards including section 3.22 which states:
"Where an account becomes dormant or is deactivated by a player or another authorized individual, the player shall be able to recover the balance of their account owing to them."
My account became dormant, therefore I should be able to recover the balance of [my] account owing to [me].
Their behaviour also violates section 3.17:
"Reasonable efforts shall be made to inform players of player funds remaining in dormant accounts."
They made no efforts to inform me of a balance in the dormant account. Nowhere in the warning email does it say I have a balance. PowerPlay has also violated their own very terms and conditions they cite as justification for taking my balance - per their own terms they were to inform me that I had an outstanding balance in my account (4.13 "we will notify you by email month earlier of further steps and if there are any funds on your Account").
I would also argue that a single email warning buried amongst incessant spam does not constitute a reasonable warning for seizure of $1500. They did not confirm receipt or understanding of the email. They did not attempt to call.
I have submitted a formal complaint to them outlining the above, and am requesting payment of the remaining $501.22. If declined I intend to proceed with a formal complaint with the Ontario regulator.
I was hoping you might review and provide some advice on next steps, as well as feedback on what you think of the validity of my claim. I have used numerous other regulated books in Ontario and have never had funds taken. I have never had to make a complaint before.
Happy to answer any questions or provide documentation.
Thank you in advance.
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