Advice sought regarding denied withdrawal

[Bigmanone]

First of all would like to say hello and thanks in advance for any assistance offered.

Apologies for the long winded post but just wanted to create hopefully a clear picture.

I am an experienced/addicted slots player. Purely for enjoyment purposes. When I say addicted it always has been with money I can afford to lose. A lesson my dad taught me well.

Over the years I have had many highs and many lows. Any slot player who says they have more than wins than losses is kidding themselves I think.

I recently registered with a new company who unfortunately is not on your list re complaints. In fairness to them I'm not sure it's fair to name and shame just yet as they do seem to be pushing my complaint higher up their ladder although I suspect I know the inevitable outcome.

Basically I joined. Deposited £20 received a 400% bonus to play with. I play a very rough stake to balance ratio when playing slots. So started off at about £1 a spin. As my balance crept up so did my stake.

After playing for around 4 hours I was up at around £1300. I withdrew £1000 and played and lost the remaining balance.

I got an email saying my withdrawal was denied due to irregular play. In the t +c it states I cannot place bets higher than 30% of deposit in play.

Obviously I was unaware of the rule or I would not have breached it. After 2 1/2 hours of play and over 2000 spins I did start playing £10 spins when my balance was roughly £700. Quite normal and in keeping with my rough stake to balance ratio I had used for the previous 2 1/2 hours. I had not breached said rule up till then.

I completely understand the rule of irregular play and it is really to stop people doubling up and basically trying to burst the casino.

There was absolutely nothing irregular about my play all night. I feel they are just using the rule basically to stop paying out my winnings.

I had a huge win on mr smith casino a couple of years ago in near identical circumstances and they paid out no problem. The total then was nearly £3000.

I am just really seeking advice and if I am flogging a dead donkey pursuing it any further. I have asked them three times now for their alternative disputes provider and who issued there gambling license so I can take it up with them. Unfortunately this information I am still waiting on.

If you are still reading this I thank you greatly and feedback good or bad is greatly appreciated.

[hajnrih]

First of all would like to say hello and thanks in advance for any assistance offered.

Apologies for the long winded post but just wanted to create hopefully a clear picture.

I am an experienced/addicted slots player. Purely for enjoyment purposes. When I say addicted it always has been with money I can afford to lose. A lesson my dad taught me well.

Over the years I have had many highs and many lows. Any slot player who says they have more than wins than losses is kidding themselves I think.

I recently registered with a new company who unfortunately is not on your list re complaints. In fairness to them I'm not sure it's fair to name and shame just yet as they do seem to be pushing my complaint higher up their ladder although I suspect I know the inevitable outcome.

Basically I joined. Deposited £20 received a 400% bonus to play with. I play a very rough stake to balance ratio when playing slots. So started off at about £1 a spin. As my balance crept up so did my stake.

After playing for around 4 hours I was up at around £1300. I withdrew £1000 and played and lost the remaining balance.

I got an email saying my withdrawal was denied due to irregular play. In the t +c it states I cannot place bets higher than 30% of deposit in play.

Obviously I was unaware of the rule or I would not have breached it. After 2 1/2 hours of play and over 2000 spins I did start playing £10 spins when my balance was roughly £700. Quite normal and in keeping with my rough stake to balance ratio I had used for the previous 2 1/2 hours. I had not breached said rule up till then.

I completely understand the rule of irregular play and it is really to stop people doubling up and basically trying to burst the casino.

There was absolutely nothing irregular about my play all night. I feel they are just using the rule basically to stop paying out my winnings.

I had a huge win on mr smith casino a couple of years ago in near identical circumstances and they paid out no problem. The total then was nearly £3000.

I am just really seeking advice and if I am flogging a dead donkey pursuing it any further. I have asked them three times now for their alternative disputes provider and who issued there gambling license so I can take it up with them. Unfortunately this information I am still waiting on.

If you are still reading this I thank you greatly and feedback good or bad is greatly appreciated.

Well the main point is that you did breach their T&C betting more than the allowed bet size while playing with bonus funds. By the bonus size and the bet size limit I guess you are playing in one of the casinos from this group?  

 

http://www.askgamblers.com/owner/game-tech-group-n-v-casinos

 

Anyway in the end if they are willing to pay you or not is completely up to them since you did breach the bonus terms. First rule of gambling online read the bonus terms before you start playing. Read them twice

[ValDes]

Hi there and welcome to the forum, Bigmanone. 

 

Unfortunately, hajnrih is totally right and you are chasing a lost cause here. Terms are put there for a good reason and once accepted these must be followed afterwards. Simple and clear. 

 

And since we helped literally hundreds /if not thousands/ of players in your situation, you'd better take this whole unpleasant situations as a lesson learned, accept it and move on. 

[cocopop3011]

Yep sorry to say but the matter of the fact is that you breached their max bet rule, which they have referred to as irregular pay. 30% of your deposit making the max bet for you £6. It's not just a rule they are saying not to pay you unfortunately. We have so many members coming here with the exact same issue as yourself, you're certainly not alone on this one which I no is no consolation to you.

 

I'm sorry we couldn't bring you better news.

[Bigmanone]

Hi yes the casino is on the list. Out of curiosity what is the list. Is this a list of casinos with this sort of problem.

Am I within my rights to take the case further and have it looked into.

I have accepted the reality that I will never see the winnings.

I am going to pursue a little further though as I feel it's a win win situation for the casino by having what is essentially a self destruct button.

The minute I make an innocent mistake by upping my stake size they confiscate winnings and if I lose they obviously keep the money. From that second that button is pressed all money in my account was there's regardless of game outcomes.

But I do accept it was my mistake. Thanks for the feedback guys and when the casino gets back to me with details I shall make contact with the adr and licence provider. Even if it makes them aware of what I see as unfair loophole.

I will certainly keep you guys updated as I appreciate your time

[ValDes]

Hi yes the casino is on the list. Out of curiosity what is the list. Is this a list of casinos with this sort of problem.

Am I within my rights to take the case further and have it looked into.

I have accepted the reality that I will never see the winnings.

I am going to pursue a little further though as I feel it's a win win situation for the casino by having what is essentially a self destruct button.

The minute I make an innocent mistake by upping my stake size they confiscate winnings and if I lose they obviously keep the money. From that second that button is pressed all money in my account was there's regardless of game outcomes.

But I do accept it was my mistake. Thanks for the feedback guys and when the casino gets back to me with details I shall make contact with the adr and licence provider. Even if it makes them aware of what I see as unfair loophole.

I will certainly keep you guys updated as I appreciate your time

 

For your information, the regulatory body issuing the relevant casino licence is well in aware of each and every one of the rules stated within the casino terms and conditions, including but not limited to the aforementioned 30% deposit/bonus restriction. Which means you are simply going to waste your time referring this issue further up the line and keeping empty hopes someone is able to change the situation for the better, cause that will not happen for sure. I don't know if that's fair or not, but this is how it is and let me tell you that after all these years dealing with this business I don't see how or why or when it's gonna change. Just thought you must know all this...

[MacdoniS]

First of all would like to say hello and thanks in advance for any assistance offered.

Apologies for the long winded post but just wanted to create hopefully a clear picture.

I am an experienced/addicted slots player. Purely for enjoyment purposes. When I say addicted it always has been with money I can afford to lose. A lesson my dad taught me well.

Over the years I have had many highs and many lows. Any slot player who says they have more than wins than losses is kidding themselves I think.

I recently registered with a new company who unfortunately is not on your list re complaints. In fairness to them I'm not sure it's fair to name and shame just yet as they do seem to be pushing my complaint higher up their ladder although I suspect I know the inevitable outcome.

Basically I joined. Deposited £20 received a 400% bonus to play with. I play a very rough stake to balance ratio when playing slots. So started off at about £1 a spin. As my balance crept up so did my stake.

After playing for around 4 hours I was up at around £1300. I withdrew £1000 and played and lost the remaining balance.

I got an email saying my withdrawal was denied due to irregular play. In the t +c it states I cannot place bets higher than 30% of deposit in play.

Obviously I was unaware of the rule or I would not have breached it. After 2 1/2 hours of play and over 2000 spins I did start playing £10 spins when my balance was roughly £700. Quite normal and in keeping with my rough stake to balance ratio I had used for the previous 2 1/2 hours. I had not breached said rule up till then.

I completely understand the rule of irregular play and it is really to stop people doubling up and basically trying to burst the casino.

There was absolutely nothing irregular about my play all night. I feel they are just using the rule basically to stop paying out my winnings.

I had a huge win on mr smith casino a couple of years ago in near identical circumstances and they paid out no problem. The total then was nearly £3000.

I am just really seeking advice and if I am flogging a dead donkey pursuing it any further. I have asked them three times now for their alternative disputes provider and who issued there gambling license so I can take it up with them. Unfortunately this information I am still waiting on.

If you are still reading this I thank you greatly and feedback good or bad is greatly appreciated.

I feel sorry for you mate. Even though the hope to get it is ineligible, I hope you bring your loses from your next good winnings! Good luck!   

[Bigmanone]

To give the casino credit they have put a fact finder onto it who has been really good and I have given him my account of things. I have asked if they would consider paying out my balance at the point I raised the stake past the 33%.

He says I should get an answer on Tuesday. I still don't see the outcome in my favour and do intend to ask some questions outwith the casino.

Will certainly keep you guys updated

[raverbabe]

If the casino does make a deal with you then consider yourself lucky. More likely is they might reset your balance back to how it was after your deposit and give you another chance to beat the bonus without breaking the terms. Whatever happens though, be much more careful in the future!

[Bigmanone]

Well we have come to a conclusion that all things considered I'm happy with.

After I had won the 1000 euros on the Sunday I had deposited and lost a further £240 over the next 4 days as won money is easily lost I feel. It's a lot lot more than I would normally stake but thinking I was getting a big pay day soon I Gambled more than I usually would.

The casino gave me back all my deposits for the week. Which was £260 in total.

Considering I was also tied to a x10 win limit (which I just found out) all I could have won would have been £200.

Reflecting on the situation I realise whether I agree with the ridiculous terms and conditions and wagering limits is complete irrelevant. I did agree to them so I have to take it on the chin.

What made a nice wee twist for myself was they put all the money into my balance and I actually got it up to £380 which I withdrew last week and went into my bank yesterday.

Thabks for all the help and advice and most definitely lesson learnt.

If I can offer advice it would be keep cool and treat people dealing with you the way you would like to be treated yourself. Don't moan insult or become aggressive. They are just doing there job. Be courteous and polite. I genuinely believed it helped sway things my favour. As it's human nature if someone is being nice to you then you feel obliged to help them back.

[Afi4wins]

That is good news to hear Bigmanone! And I'm glad things have been resolved to an amiable agreement.   

[ValDes]

...

If I can offer advice it would be keep cool and treat people dealing with you the way you would like to be treated yourself. Don't moan insult or become aggressive. They are just doing there job. Be courteous and polite. I genuinely believed it helped sway things my favour. As it's human nature if someone is being nice to you then you feel obliged to help them back.

 

Couldn't agree more!

 

It's really cool to see a fellow gambler who accept their own mistake and learn their lesson.

[cocopop3011]

If I can offer advice it would be keep cool and treat people dealing with you the way you would like to be treated yourself. Don't moan insult or become aggressive. They are just doing there job. Be courteous and polite. 

 

Yep I've always been a strong believer in this! After all manners cost nothing. And thanks for updating us on the situation.

[cocopop3011]

Couldn't agree more!

 

It's really cool to see a fellow gambler who accept their own mistake and learn their lesson.

 

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