Pelaa - Deposit unreasonably voided
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.
