Cashout Denials & Forfeiture of Winnings

[1badnana]

I've dropped thousands of dollars at a allegedly reputable online casino.  I finally had a great couple of days and requested cashouts totaling $6500.  This is the second time I had requested a cashout.  The first time I had to listen to  a whole bunch of garbage and excuses as to why my cashout was denied.  Eventually, it was approved and I received my winnings nearly a month after submitting the request.   This time, the casino says I violated the terms and conditions by playing cards AFTER I had met the bonus playthrough requirements, requested a cashout, and the bonus money had been deducted from my account.  To add insult to injury, I lost money playing cards. 

First, let's talk about the terms and conditions published on the casino's website.  No where in the document does it say anything about winnings being forfeited for playing cards.  No where in the document does it specifically mention "blackjack" as an ineligible game.  Here's the thing, when you make a deposit and a bonus is added to your account, if the bonus is slots and keno only, if you try to play any other games before the playthrough is met, when you open the game (in this case blackjack), you receive an error message stating the game is restricted.  Until the playthrough is met and the funds in your account are "withdrawable," the software won't let you play cards.  The problem is that as soon as the playthrough is met and the funds can be withdrawn, the software will let you play cards.  According to the casino, the funds left in my account after playthrough and the bonus is deducted is forever restricted from being used to play blackjack.  Again, no where in the terms and conditions does it say anything about this permanent restriction.  If this is truly the case, then why doesn't the software keep the restriction in place for the life of the funds?  Because they want you to play cards and forfeit all your winnings?

I have asked repeatedly for the casino to provide me a file containing my "play history".  I want to see for myself when I played cards, what coupon was in play at the time, and wager for wager what my wins/loses, and balance reflects.  The casino refuses to provide this information.  Why?  I'm expected to take the casinos word that I played cards when I don't believe I did?  That by doing so I violated a rule not stated in its terms and conditions?  When I did play cards, I had a net loss of at least $500.  The casino says that doesn't matter.  The minute I played a single hand of blackjack, I forfeited my winnings of $6500.  This is unbelievable and unacceptable.  It most certainly doesn't scream "fair gaming"!

Back to the casino's website.  Under "Contact Us" an email address is provided.  At the top of the page it states the casino will respond to email inquiries  within 48 hours.    I cannot begin to count how many email messages I've sent asking for information about the status of my cashouts, play history, etc.  I have never received a response to any message I've sent.  When you request a withdrawl, the top of the page states that if there is a problem with the withdrawl request, the casino will contact the player within 7 to 10 days.  I was never notified my withdrawls were denied and funds forfeited.  

I cannot help but believe this entire situation including the fact that the software apparently allows a player to play a permanently restricted game as soon as the playthrough is met, is the casino's way of not paying out legitimate winnings.  Once the playthrough is met and the balance in my account is "withdrawable," it only stood to reason that the money was mine to do with as I please.  But, according to the casino it isn't and never will be.   This entire situation is wrong on so many levels.  I've filed a complaint and am hopeful it can be resolved but am not holding my breath.  What I do know for sure is the casino that so eagerly, easily, and immediately processed every deposit I ever made, expects me to follow rules not posted on its website, all the while it fails to abide by its commitment to communicating with players within the timeframes referenced on its website, just fleeced me for $6500 in winnings and another $7-$8k in deposits.  

[Blackjax]

Can you please name the casino in question? One thing I would like to mention is that casinos generally do not allow bonus wager on live games, table games and card games. Some casinos do block this game by software but some just mention it in their terms and its the players responsibility.

If you feel you have a case against the casino please file a complaint against them following this link to  AGCCS https://www.askgamblers.com/submit-complaint

[Fiekie247]

From what I understand, the player was playing cards after bonus wager was competed which is correct , you should be allowed to play any game afterwards.

The casino should actually provide proof to say , after wager is completed, you cannot play cards at all

 I think you need to copy the T's and C' and use the AG complaint system using @Blackjax recommendation above.

 

Furthermore we need the casino name to see if we know the brand and just go through their terms quickly to provide our true opinion.

[Blackjax]

1 hour ago, Fiekie247 said:

From what I understand, the player was playing cards after bonus wager was competed which is correct , you should be allowed to play any game afterwards.

The casino should actually provide proof to say , after wager is completed, you cannot play cards at all

 I think you need to copy the T's and C' and use the AG complaint system using @Blackjax recommendation above.

 

Furthermore we need the casino name to see if we know the brand and just go through their terms quickly to provide our true opinion.

I think it would be great if OP clarified if Bonus was sticky or no sticky. That is also an important detail. The OP should have been more clear. Cant really help if you will leave out one of the most important detail which helps us understand the problem better. I hope the person returns to clarify.