Pelaa— player complaints: 11 in English

Dear Sir/Madam, I had recently opened an account with Pelaa, and had made a withdrawal request from my winnings and initial deposit. The withdrawal is still pending and Pelaa will not release my funds unless I provide verification documents. I have been more than happy to provide the documents requested. However, they have requested a notarised ID. I have never been asked to provide a notarised ID for an account verification or withdrawal at an online bookmaker/casino. I find this request to be excessive and unnecessary. I feel as if though Pelaa are trying to make it difficult for me to successfully withdraw my funds because it means I have to pay for a service (having my ID notarised). As a result, customers may abandon their withdrawal request, as the process is too difficult and stressful. I felt Pelaa was a 'safe' company to deal with, as it is advertised on many gambling review sites. So, I feel that I have been misinformed and Pelaa should clearly state this request of a notarised ID before accepting customers. I simply wish to withdraw my funds, without going through the process of obtaining a notarised ID. And I shall move on from this casino. Many thanks

So this company has been trying to neglect me of getting my refund in which I was self-excluded in 2018 but they let me gamble on most of their sites until late 2020 they claim that they can't find my account but I've sent them numerous bank statements emails driver's license and all yet they just ignore my efforts please help

I deposited £100 on 30/1 and played 1 spin of the wheel on roulette where I tripled my money. I went to withdraw £300 and I'm still waiting for it. After they finally got in touch I sent them my documents. Weeks later they said this wasn't sufficient and asked for a photo of me holding my ID and documents. I've heard nothing more. Live chat keeps telling me to wait.

I won this money on the roulette table and requested my withdrawal on 28.04.20 which is over 2 months ago. I have sent them everything that they have asked for from me and they still are not processing my withdrawal. I speak with them on a daily basis via their live chat as they never reply to my emails but they always give the same response saying Thank you for waiting, I can see that my colleague has already escalated this for you however we haven't had an update from the relevant department as of yet. I will send over a message to the relevant department and as soon as they provide us with an update, you will be notified by email, My apologies for the inconvenience caused and thank you for your patience. In fact now they have excluded me from all of their sites saying I requested to be self excluded which is a total lie and they even said they were going to send the police round to my house to check on me because I made a light hearted joke about the length of time it is taking to process my withdrawal and they are worried about me, it's absolutely ridiculous. I found out that you act as a mediatory for this casino so I am hoping you can help me. Thanks in advance

Hello, On 30/05/2020 I have signed up on Genesis Group Pelaa casino (I am active player at their group casinos, so they are sending invites to their new casinos constantly). I accepted bonus of 150 % and have made deposit of 30 EUR via my MasterCard. While meeting wagering requirements, I have made around 3000 bets under 5 EUR. After meeting wagering requirements I kept playing a little (and won around 50% of further withdrawal). I had 2 withdrawals on total amount of 1350 EUR as on 31/05/2020. On 01/06/2020 I have received email from Pelaa with subject “Breach of T&Cs - Your Winnings at Pelaa” which stated following: ________ Dear [EDIT], This e-mail is being sent to you in order to inform you that your winnings have been removed due to a breach of the Bonus Terms and Conditions during your game play. You placed 2 bets of 12 up to 23.6, which is not allowed when playing with bonus funds. Please read our Bonus Terms & Conditions, specifically clause 10: Pelaa.com/termsandconditions/generalbonus If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone. Best Regards, Pelaa Payments Team [email protected] LICENSING AND REGULATION This website Pelaa.com is operated by Genesis Global Limited of 28, GB Buildings, Level 3, Watar Street, Ta’ Xbiex, XBX 1301, Malta. Genesis Global is a company incorporated under the laws of Malta with registration number C65325, that operates under a Class 1 on 4 license number MGA/CL1/1150/2015 issued on 5th August 2016, which is licensed and regulated by the Malta Gaming Authority and also regulated by the UK Gambling Commission, with License Number 000-045235-R-324169-008. GAMBLING CAN BE ADDICTIVE. PLAY RESPONSIBLY: Pelaa.com/responsiblegaming. ________ I have further requested audit, where found transactions Pelaa were referring to: Game name Debit posting date/time Real money bet Bonus money bet Real money payout Real money after balance Bonus money payout Bonus money after balance Currency [EDIT] Please see following picture of Reel Rush 2 prior bonus round start - [EDIT] Please note how things are promoted here - “Buy Super Tokens”. At the bottom of the game you can also see bet – it does not changes after purchase of Super Tokens either. I have won 2 bonus rounds in “Reel Rush 2” and prior bonus start I have purchased in-game currency called “Super Tokens”. That is exactly 2 transactions Pelaa referring to as a reason of winnings void (they are appearing in audit as multiple transactions, while in reality I have made only 2 purchases of “Super Tokens”). Please note that there is no any message advising on bet or stake change after purchase of “Super Tokens”. Please note that Pelaa T&Cs state following: ________ The maximum individual stake allowed when using a bonus (until wagering requirements are met) is: • Slots and Video Slots - €5 per bet. • Any other game - €30 per bet. • Failure to follow this may result in forfeiting any winnings. ________ There are no any clarification about in-game purchases or anything similar to my case in rules. I believe that overall flow of the game, descriptions in game with combination of how rules and conditions are written lead to unrightful winnings void for me. I believe I did not break any rules and I believe winnings were voided against any sense – nor common, nor technical. Please also note that whole gaming session on Reel Rush 2 ended with negative impact on my bankroll. There were no winnings on that game.

I have been waiting for my account to be verified and my payout to be made for weeks now and every time I speak with them all they say is that it is still under review and in a queue. They can't even give me a estimated time frame on when this will be completed. Are you able to find something out for me? I also have a payout I am waiting on from their sister casino Sloty which has now been 7 weeks also and all they are saying is it's under review and haven't even asked me to send them any docs. I f you can speak to both of them it would really be appreciated. I want to carry on playing in these casinos as I like to layout and ease of use but I am worried if it takes this long to be paid out each time.

joined Genesis casino username [EDIT] on the 3rd August 2019 to which i deposited large amounts of money on a regular basis . On the 7TH August I received a email from [EDIT] from genesis casino which stated I am just checking in with me as he is my new account manger etc . On the 25TH August [EDIT] emailed me again saying he has added a £100 bonus to my account . I had several wins at this casino but did not collect as I put all the winnings back in . On 11TH August 2019 I joined pelaa casino with the same details and was verified and allowed to gamble at this sister site I was unaware these to casinos where connected until pelaa casino informed genesis casino of my self exclusion and my account was closed due to breach of rules as I am self excluded with gamstop . Pelaa casino let me gamble from 11Th August without any problem at all I was offered bonuses etc then on the 27Th August 2019 I won £449.20 which was paid in to my account without a problem . I then continued to gamble large amounts of money at pelaa casino without a problem until I won £849.51 on the 1ST September 2019 I withdrew this money and got a message from pelaa casino saying pending . The following day I was asked to produce my Id which I did . I then got a email saying I have broken the rules and my winnings have been void and no money will be refunded and my account has been closed . I then asked why I was verified and you let my deposit large amounts of money without even checking if I am self excluded until I won then my winning were refused I asked for all my stakes to be returned and was also refused . I then done a formal complaint to pelaa casino who wasn’t interested. On the 19TH September I received a email from pelaa casino saying to continue to play at pelaa casino we need you to update your identity as it’s expiring pelaa casino are well aware I am self excluded and continue to entice me to gamble I informed the gambling commission about this matter and they said it is a breach of there social responsibility. I want my stakes returned from pelaa casino and genesis casino as I was self excluded and not one of these sites checked my identification correctly and verified me and when I do win refuse to pay me due to there rules which they don’t even abide by . If they checked my details correctly before verifying me then I wouldn’t have this problem Why was I verified and allowed to gamble on both these sites if I wasn’t even going to get paid I may as well of burnt the money this is not fair play it’s robbery .Then pelaa casino after blocking me and refusing to pay me or return my stakes send me a email stating to stay verified please upload your new documents as my driving licence was expiring .

Hi Pogg, This situation has been dragging on for over a month now. The only communication I have had with the casino has been via live chat who, to be honest, have been as helpful as they can. However, my emails have gone unanswered and I am nowhere nearer to receiving my real money balance of EUR 200. I stumbled across Pelaa casino on the 26 July 2019. I read their terms and conditions before registering to make sure they accepted players from NL etc. etc. Everything was fine and I was able to adhere to their requirements so I opened an account. I played my favourite game for probably around 8 or 9 hours and then requested a cash out of 200 euros, in the early hours of the morning on the 27/7. On Sunday 28/7, I cancelled the withdrawal to play a little more, but none of the games were working so requested a cash-out of the original amount of 200 again. In the meantime, I tried to be proactive and upload my documents but the doc upload section said that they had everything they needed and they would be in contact if they required anything else. I waited patiently as their website said it can take as long as 72 hours to process a withdrawal. On Wednesday 31 July, I contacted live chat to ask for an update. Later that day I received an email asking for the usual documents. I uploaded them straight away, followed by an email sending some extra documents such as the back of my drivers license and proof of deposit transactions. I received no acknowledgement to this email. Again, as it can take them up to 72 hours to process these documents, I waited patiently but decided to contact live chat on 2 August to inquire about the status and was told that documents were still pending verification. On Sunday 4 August (96 hours after cash-out) I received a further email asking for a selfie with my ID. I sent it immediately and then tried logging into my account which was blocked for some reason. I sent an email asking why they hadn't asked for this document on the 31 July and asked why my account was blocked - no response to date./p> On Monday 5 August I contacted them via live chat again and was told that my documents had in fact been approved ‘’which was a good sign’’. Still hadn't heard anything about my withdrawal so I contacted live chat again on Tuesday 6 August and was then told that the last document – the selfie - was still pending approval and my withdrawal was ''under investigation'' but was reassured that it was still visible in their system and status was ''pending'' and that I should hear something by the end of the day on the 7th. I also asked why my account was blocked and the only reason they could think of is that I may have self-excluded from one of their sister sites so asked me if this was the case, which it wasn't. Hypothetically - and I mean hypothetically - even if I had self-excluded from another site (which I hadn’t), their t&cs state that they will refund your real money balance via the appropriate method so this still wouldn’t explain the reason for the hold-up. As the only response I was getting was through initiating live chat conversations, I decided to send an email to [email protected] explaining the situation. By this point my withdrawal had been pending for 10 days in total. I finally received a response from them via email, albeit a very general one. On the 17th August, I contacted live chat again who confirmed my withdrawal was still pending and visible in their system. They said I'd receive an email in the next hour or two. Several hours later I receive an email thanking me for my self-exclusion request. I replied immediately to ask what they were playing at and I got an uninterested reply saying I have an excluded account at their sister site Spin It. I asked to close my account at spin it a few years ago (for non responsible gaming reasons) and I never received a response. It is now the 26th August (1 month since cash out) and I am no further in receiving my real money balance so I am hoping you can help me find resolve. It’s a shame as I have adhered to all of their requirements, been patient and, in general, the Pelaa website is nice to play on – clean, easy to navigate etc. However, I have no choice. It’s been almost two weeks with hardly any communication (except for live chat). I have all screenshots, live chat transcripts and emails I have sent (that have gone unanswered) to hand.

Hello dear manager first of all my english is not good I hope my writing is understandable I open one account 10day ago in pelaa casino 3 4times deposit and last times win and cash out send my documents 4day ago toda casino send for I one email they want me ,my bank statements for 3mnth ago in genesis casino reason deposit proof of this I also no deposit for pelaa with my bank card just deposit with paysafecard this mafia does everything to avoid my gain.Thanks for support

I'm excluded from sl9ty casino and all genesis global ltd companys . I managed to create an account with pelaa casino to which i depsoited £298 and found out there sister site to sloty to which i should of been refunded depsoits but they won't

Hi On 2nd July I joined Pelaa and deposited £1000. Having played for quite a while, I was up and withdrew approx £1600. On 3rd July Pelaa emailed me to explain that my winnings were voided as I had another self excluded account within the Genesis Network. Upon registration I didn’t check the network to see, and as my account was accepted presumed it was ok. As such Pelaa are refusing to return my deposit to me stating it has been void under condition 29.1.5. This condition states that 29.1.5. In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavours to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, it will apply to all other brands. As a self-excluded player, you should not open another account with any other website during the time period you selected. Should you open another account with a website operated by Genesis Global Limited, we reserve the right to immediately close it, without prior notification and void any winnings. Any remaining real money balance will be refunded but will be subject to an administration fee of up to 10%. I accept the ‘winnings’ of £600 being voided but dispute that my £1000 deposit should be returned as a real money balance. As they are voiding my winnings and as such profiting, I disagree, considering the length of this complaint that 10% is reasonable. Appreciate your assistance Pogg in making the casino understand that my deposit is not winnings and shouldn’t be voided.