Pelaa - Winnings voided due to in-game purchase
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.
