Propawin.com confiscates my winnings

[tommir99]

Maybe it was a stupid thing from me to trust these people again but I did anyway. On June 19th I was wondering why they blocked my account in the first place on May (because they never told me why) and thought it may be because I was at the time in Portugal. So I told them I'm in my home country (Finland) now.

Soon after I received a reply that my propawin account is now unblocked so I can start using it again. So I made two separate 50 euro deposits, altogether 100 euros.

I won a little bit of money, mainly placing bets on live tennis games and the total balance on Thursday June 25th was 562.50 euros.

Suddenly my account is blocked again. I contacted them and got a reply:



"Dear Tommi,

Unfortunately it was not the reason it was blocked and unfortunately I did not notice that in your account description, your account has been closed, with no right no reopen it and possibility to play in our casino.

You have to wait for the decision from our payments department regarding this situation.

Your account has been closed according to paragraph 13.6 of Terms and Conditions.

Best Regards.
Alex Carlow
Your Support Representative "


Today I received an email from them:

"Dear Tommi,

Please be informed that we reviewed your account history and found that 5th of May 2015 you has been informed about your PropaWin.com account closing according to Terms & Conditions paragraph 13.6.

Please be informed that your account will remain closed in future. You are allowed to withdraw 100 EUR.
This is your deposits amount performed 19th of June 2015.

PropaWin
Payment Department"


I'm not going to accept this because they clearly want to keep my winnings. I know they wouldn't give me the deposit back if I had lost that money. I would like to report this scam. How can I do that?

 

[quincunx]

I looked up their paragraph 13.6.All it says is that they are entitled to close your account - in which case they will refund your balance.
From what you have said,their reason for not paying you your winnings is that you were originally told that your account was closed under this paragraph 13.6 - with no chance of re-opening - and that you didn't mention that when you asked if it could be unblocked.
This sounds extremely dodgy,because they ought to have known why they blocked your account.If you had then started to lose,it seems unlikely that they would have refunded your stake.
Give them one last chance before using the sticky or writing on the forums.Ask them how you were supposed to know that the 13.6 ruling wasn't to do with you being based in Portugal.

 

[tommir99]

I sent them an email and asked about that. Let's see what they come up with.

They did say, on May 6th, that the account would be 'permanently blocked', under the paragraph 13.6 but they didn't mention that there would be no chance of re-opening it.

Yes, they should know why they blocked my account. I asked about that first time in the beginning of May (when they originally blocked my account) and he told me 'they don't have to explain why they did it'

The same support person (Alex Carlow) blocked my account and also later unblocked my account so that I could use it. I wonder why he would unblock my account if he thought it was permanently closed.

Thanks for your help!

 

[tommir99]

I just received a reply from them. It is exactly the same message that I got last time.

"Dear Tommi,

Please be informed that we reviewed your account history and found that 5th of May 2015 you has been informed about your PropaWin.com account closing according to Terms & Conditions paragraph 13.6.

Please be informed that your account will remain closed in future. You are allowed to withdraw 100 EUR. This is your deposits amount performed 19th of June 2015.

PropaWin
Payment Department"


I replied and sent them this email:

Your support person (Alex Carlow) unblocked my account on June 19th. He clearly stated my account is UNBLOCKED. So, as a result of that, I started using it.

I believe you re-opened my account just so I can deposit money and because I won, you closed it. If I had lost, you would've KEPT the money.

Once again I'm not going to accept this as it is a clear scam attempt and I ask you to pay me the total of 562.50 euros that is in my account.

Tommi

 

[quincunx]

Well done - but point out to them that the person who unblocked the account is the same person who blocked it originally.That [hopefully ! ] leaves them no legitimate excuse for not paying you your winnings.

 

[tommir99]

These people are just stubborn. Here's the email I received from them just now:

"Dear Tommi,

Your account was blocked by our payments department on 5th of May. At the same day it was unblocked by me, so you could make a withdrawal request and then it was closed permanently, as you have been informed, that your account has been closed according to Terms & Conditions paragraph 13.6. where it is stated, that Terms of Use are terminated.

Your account was unblocked due to misleading information provided by you regarding your stated living address and actual living address, that's why it has been unblocked. I do agree, that I did not double check this information and unblocked your account, what is led us to this situation, but unfortunately as your Terms of Use have been terminated all we can do is to refund your initial deposit made after unblock of your account.

Best Regards.
Alex Carlow
Your Support Representative"

I don't understand what they mean by "misleading information provided by you regarding your stated living address and actual living address"

My living address is the same address that is in my account profile and I can prove that if need be (they haven't requested any proof though) They can also call me at the finnish phone number listed in my profile (and that is a land line)

 

[tommir99]

By the way, I also pointed out to them that the person who unblocked the account is the same person who blocked it originally.

And this was my response to them:

"I have NOT provided any misleading information about my living address. The address listed in my profile IS my living address. If you want, I can send you a bank statement that has the same address than in my account profile. You can also call me at the Finland LANDLINE number listed in my profile.

Tommi"


And they replied:

"Dear Tommi,

Unfortunately you did not understand, what I was trying to say. You said, that your account was closed, because you were not sure could you play from Portugal or not, you said, that it was reason why your account was closed and you wanted to reopen it, but there was no connection at all with this situation, but it was noticed too late.

Best Regards.
Alex Carlow
Your Support Representative"

That is just ridiculous! How am I suppose to know if it had any connection at all with this situation when I don't even know why my account was blocked in the first place (and they still refuse to provide any reason for it). That was simply my guess why they would block my account. I couldn't come up with any other explanation that makes sense.

This is the email I sent them on June 19th when I asked if the account block could be removed:

"Hi there,

Some time ago my propawin account was blocked and I believe it was because I opened the account and was living at the time, in Portugal. I'm now back in Finland (my home country) so I was wondering if the account block can now be removed?

Thanks,

Tommi"

And Alex Carlow unblocked my account soon after that.

 

[quincunx]

They seem to be deliberately evading both central issues - that you didn't know why your account was blocked,and that all the information you gave them was correct.You did nothing to mislead them,and if their guy really did make a mistake,then that was not your fault.
Since it looks as if they are being deliberately evasive,it doesn't look as if just writing to them will work.I suggest writing to NewBMR using the new sticky at the top of the page.

 

[tommir99]

Done. Thanks for all your help!

 

[tommir99]

How long does it usually take to see any results after submitting a complaint to NewBMR?

 

[quincunx]

Sorry - I don't actually know - it can take a while.Come on,please,NewBMR,Tommi needs your help !

 

[tommir99]

No one ever got back to me. Looks like Propawin got away with their scam.

 

[BMR Forum]

<p>No one ever got back to me. Looks like Propawin got away with their scam.</p>

Hi Tommi. I don't see any submission about this, or anything from you, in the queue.

I do know that our sister site has tried to help you with this and got no where with Propawin though.

If you would like to try the complaint form again with your account info we can have another go at it now.