Jag hade ett kontantsaldo p? $1501,22 dollar p? mitt PowerPlay-konto. Jag anv?nde inte mitt konto under en period p? ?ver ett ?r. PowerPlay avaktiverade mitt konto och beslagtog hela saldot. De skickade 1 varningsmail begravd bland ?ver 50 skr?ppostmeddelanden.
Vid granskning med ledningen gick de godtyckligt med p? att returnera mitt ursprungliga ins?ttningsbelopp ($1000,00) men inte $501,22 i vinster. De tvingade mig sedan att slutf?ra en extra rollover p? $860 i kasinot eller sportspel till odds >2,0 (inte en del av mitt klagom?l)
Som motivering f?r sina handlingar har de citerat sina egna nuvarande villkor 4.13: "Om ditt konto inte har haft n?gon aktivitet under en period av tolv m?nader kommer ditt konto att betraktas som ett vilande konto vilket kan leda till att det st?ngs. F?r att f?rhindra att du konto fr?n att bli vilande, kan du logga in p? ditt konto och g?ra en satsning f?r riktiga pengar, en ins?ttning eller ett uttag. Om det inte har varit n?gon aktivitet p? ditt konto p? tolv m?nader, g?r vi det meddela dig via e-post m?nad tidigare om ytterligare steg och om det finns n?gra pengar p? ditt konto. Om du inte tar ut pengarna inom en m?nad efter meddelandet, f?rbeh?ller sig PowerPlay r?tten att l?gga beslag p? pengarna.
Power play ?r en reglerad bok i Ontario, Kanada och deras handlingar och villkor m?ste f?lja registrarens standarder f?r internetspel. Per 3.11:
"Alltid m?ste villkoren i kontraktet och driften av kontraktet f?lja standarderna och kraven och till?mpliga Ontario-lagar."
Jag registrerade mig i maj 2023 och anv?nde kontot fram till juli 2023. Jag kommer inte ih?g villkor 4.13 n?r jag registrerade mig; PowerPlay har ?ndrat sina villkor sedan dess och kommer inte att tillhandah?lla en kopia av villkoren som var aktiva vid registreringen, och inte heller n?gra ?ndringar som har gjorts sedan dess. Denna information b?r vara tillg?nglig enligt 3.10 i registrarens standarder:
"?tminstone ett granskningsbart sp?r av h?ndelser ska g?ras tillg?ngligt f?r f?ljande...Information om eller relaterad till kontrakt med spelaren."
?nnu viktigare ?r att mitt klagom?l ?r att deras villkor 4.13, s?v?l som ?tg?rder (beslagtagande av de ?terst?ende 501,22 USD av mitt saldo f?re avaktivering), bryter mot regulatorns standarder inklusive avsnitt 3.22 som s?ger:
"D?r ett konto blir vilande eller avaktiveras av en spelare eller annan auktoriserad individ, ska spelaren kunna ?terf? saldot p? sitt konto som ?r skyldig dem."
Mitt konto blev vilande, d?rf?r borde jag kunna ?terf? saldot p? [mitt] konto p? grund av [mig].
Deras beteende bryter ocks? mot avsnitt 3.17:
"Rimliga anstr?ngningar ska g?ras f?r att informera spelare om spelarmedel som finns kvar p? vilande konton."
De gjorde inga anstr?ngningar f?r att informera mig om ett saldo p? det vilande kontot. Ingenstans i varningsmailet st?r det att jag har en balans. PowerPlay har ocks? brutit mot deras egna villkor som de anger som motivering f?r att ta mitt saldo - enligt deras egna villkor skulle de informera mig om att jag hade ett utest?ende saldo p? mitt konto (4.13 "vi kommer att meddela dig via e-post m?nad tidigare om ytterligare steg och om det finns n?gra pengar p? ditt konto").
Jag skulle ocks? h?vda att en enda e-postvarning begravd bland oupph?rlig spam inte utg?r en rimlig varning f?r beslag av $1500. De bekr?ftade inte mottagandet eller f?rst?elsen av e-postmeddelandet. De f?rs?kte inte ringa.
Jag har skickat in ett formellt klagom?l till dem som beskriver ovanst?ende och beg?r betalning av de ?terst?ende 501,22 USD. Om jag avvisar har jag f?r avsikt att forts?tta med ett formellt klagom?l till tillsynsmyndigheten i Ontario.
Jag hoppades att du kunde granska och ge n?gra r?d om n?sta steg, samt feedback om vad du tycker om giltigheten av mitt p?st?ende. Jag har anv?nt m?nga andra reglerade b?cker i Ontario och har aldrig tagit pengar. Jag har aldrig beh?vt g?ra ett klagom?l tidigare.
Svarar g?rna p? fr?gor eller tillhandah?ller dokumentation.
Tack p? f?rhand.
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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