A nightmare..all money in my account taken out by the casino

[Hkaris]

I am playing online casinos for about 12 years. I really like to play..and of course never decline any winnings! I never had really big issues with the many different casinos I played...until today...

I am playing on this casino for about 4 weeks. No big winnings in the beginning until last week. I made a 50€ deposit and....the fun started...playing low in the beginning the game I played went crazy and soon afterwards I was betting 10€ per spin...then the slot went even more crazy...and few hours later I had a winning of 1k and decided to withdraw...but as many times I changed my mind and got the money back to play more....Well I actually did this several times. Yes, I have many bad memories doing this in the past with the result of losing everything. Not this time.....my balance went up to about 5k and  I did withdraw in total 2k. Then problems started with the verification of my account. It took a while and not until yesterday I received the message that my account was successfully verified and I should receive within 2 days an email when to receive the money. Everything good I thought and before I  received their email I kept on playing with the remaining money in my account and guess what...the slot went crazy again and soon my balance was over 20k. I switched a few times the slot but went back again to my lucky one.  And yes it kept on going crazy. I thought this must be my lucky day and I raised the spins bet up to the maximum of 100€. Soon afterwards my balance was 45k. I thought maybe it’s time to stop but I couldn’t because I had the feeling that there was more. And there was. I hit a big winning....and my total went up to....92k. At that time I had no message back from the casino about the outcome of the verification. I regret very much now that I didn’t stop playing. I played down to 20k....and went on. Another big hit followed and  I was back on 60k. Of course you guess right...I kept on playing and lost...and stopped at 17k. I said to myself it’s time....and still a very good profit considering that I only deposit 50€. Soon afterwards a nightmare started. Today I received an email from the cashier writing me that my 2k pending withdrawal was canceled as well my my 17k balance money. What the heck I thought. They just mentioned that it was because I played bets with 10€ per spin with bonus money and according to their terms only 5€ is allowed. I never experienced an issue like this...But one thing I was sure of...I played all the time with real money. Yes I received in between 2 bonus’s because I reached a higher VIP level. One thing I was sure of is that this casino let you play real money first. So after all nothing wrong and rechecked the terms were it is written. I contacted via chat an agent and tried to explain....no ear...The just keep on mentioning that I bet too much on my bonus money.  The odd thing is that I checked once my account after receiving an extra level bonus. At that time I had 55k in my account so didn’t worry about it. Few hours later I checked again and wondered why the bonus was gone while I kept on playing with real money. Unfortunately they have no VIP managers over weekends. I decided to write an email about this and few minutes later they replied that my account was checked again by the finance department and their decision was final...Basta....no words about my arguments.....

yes, I will contact my VIP manager tomorrow...and wait to see what he says ....until then I decided not to mention the name of the casino. 
if  any of you had the same experience or can advise me what to do....please....meanwhile I will try to stay....calm...

 

 

[Flatzem]

7 minutes ago, Hkaris said:

I am playing online casinos for about 12 years. I really like to play..and of course never decline any winnings! I never had really big issues with the many different casinos I played...until today...

I am playing on this casino for about 4 weeks. No big winnings in the beginning until last week. I made a 50€ deposit and....the fun started...playing low in the beginning the game I played went crazy and soon afterwards I was betting 10€ per Spin...then the slot went even more crazy...and few hours later I had a winning of 1k and decided to withdraw...but as many times I changed my mind and got the money back to play more....Well I actually did this several times. Yes, I have many bad memories doing this in the past with the result of losing everything. Not this time.....my balance went up to about 5k and  I did withdraw in total 2k. Then problems started with the verification of my account. It took a while and not until yesterday I received the message that my account was successfully verified and I should receive within 2 days an email when to receive the money. Everything good I thought and before I  received their email I kept on playing with the remaining money in my account and guess what...the slot went crazy again and soon my balance was over 20k. I switched a few times the slot but went back again to my lucky one.  And yes it kept on going crazy. I thought this must be my lucky day and I raised the spins bet up to the maximum of 100€. Soon afterwards my balance was 45k. I thought maybe it’s time to stop but I couldn’t because I had the feeling that there was more. And there was. I hit a big winning....and my total went up to....92k. At that time I had no message back from the casino about the outcome of the verification. I regret very much now that I didn’t stop playing. I played down to 20k....and went on. Another big hit followed and  I was back on 60k. Of course you guess right...I kept on playing and Lost...and stopped at 17k. I said to myself it’s time....and still a very good profit considering that I only deposit 50€. Soon afterwards a nightmare started. Today I received an email from the cashier writing me that my 2k pending withdrawal was canceled as well my my 17k balance money. What the heck I thought. They just mentioned that it was because I played bets with 10€ per Spin with bonus money and according to their terms only 5€ is allowed. I never experienced an issue like this...But one thing I was sure of...I played all the time with real money. Yes I received in between 2 bonus’s because I reached a higher VIP level. One thing I was sure of is that this casino Let you play real money first. So after all nothing wrong and rechecked the terms were it is written. I contacted via chat an agent and tried to explain....no ear...The just keep on mentioning that I bet too much on my bonus money.  The odd thing is that I checked once my account after receiving an extra level bonus. At that time I had 55k in my account so didn’t worry about it. Few hours later I checked again and wondered why the bonus was gone while I kept on playing with real money. Unfortunately they have no VIP managers over weekends. I decided to write an email about this and few minutes later they replied that my account was checked again by the finance department and their decision was final...Basta....no words about my arguments..... 

yes, I will contact my VIP manager tomorrow...and wait to see what he says ....until then I decided not to mention the name of the casino. 
if  any of you had the same experience or can advise me what to do....please....meanwhile I will try to stay....calm...

 

 

what a crazy story , what was the name of the slot that kept paying? looks like the casino went over the logs to see that one of their slots was paying out more than normal and are looking for excuses not to pay out. Even though you only deposited 50e and reached peak of 92K it must be devastating to drop to 17k and then finally 0e when they wiped your balance out cause of them saying you breached some bonus terms. What a roller coaster nightmare with highs and lows.

 

[pinnit2015]

No harm in naming casino. 
 

Said before it’s the ambiguous wording on some of their terms: bonus in play equals you’re playing with bonus money. Some have vague terms such as a bonus in your account which may suggest even if you don’t dip into it, you’re still bound by the bonus terms. Which is stupid. And primarily designed to ***** people over.

Casinos I play with I bet over the max sometimes if it’s just real cash as long as not in bonus. Confirmed with their CS that it’s fine as long as don’t dip in

[Hkaris]

It was the sword and the grail...

[Hkaris]

According to their general terms&conditions:

1.16 When a player receives a bonus and starts playing, he will first start playing using his real money balance, followed by the bonus money balance.

[Hkaris]

I still have a little hope that the VIP manager can do something....until then I prefer not to mention the name...if not solved I will let you know and write a review here on the casino page...

[pinnit2015]

This is Redbet where i used to play

7.9. You are not allowed to place any wagers that exceed the maximum bonus bet size when using bonus money.

Clear as day - 2 separate wallets, one attracts the bonus rules, one doesn't. so max bet exceed to your hearts content when in real cash and then into the rules.

What's their term say regarding max bet?

[pinnit2015]

You start arbitrarily applying bonus rules to real cash you're on a slippery slope. Plus, it runs counter to the segregation of the two sets of funds - unrestricted ability to withdraw your real cash balance etc. 

Truth be told, i don't trust casinos not to make weird and wonderful post play judgements so i normally zero my balance with a bonus or forfeit it if high enough - ad nauseam, but some of these terms are, from a layman's perspective, unfair and would be judged as such i would bet. 

The one I'd love to see ruled on is say, over 5000 spins you place one spin 50p above the max bet. Had no win. But you see casino's confiscate winnings. Honestly could not see any consumer judge ruling in favour of the casino - it's disproportionate to say the least, had no effect on the outcome etc. Regardless of what their terms state. 

[Hkaris]

The main issue is that I was playing real money all the time and meanwhile received some bonuses. It isn’t possible to cancel them. They activate bonus play while I was playing real money and this is clearly in contradiction with what they write in their terms.

[pinnit2015]

Reminds me of when real and bonus weren't separate and a casino dropped a goodwill bonus into my account - it then added 2k wagering. Dodgy as *****. Ended up fighting the corn with them.

The fact that you play with real first means they could have awarded you 1000 bonus's and it shouldn't affect you if in real cash then?

To be honest they sound like they just don't want to pay you 

[Hkaris]

They mention in their terms that in case there’s still a bonus in my account and I want to withdraw they will subtract the amount of a bonus from my real money....

Fact is that they apparently threw in some bonuses and made them active while playing with cash. The bonuses just disappeared while playing me not knowing....because I knew their terms and was therefor not concerned. 

[Flatzem]

maybe throwing those bonuses into your account to you during play was their way of having an excuse not to pay out. It was an insurance for the casino, very sneaky.

Surely there should be a way to not accept them a window should pop up and ask if you would like to accept or decline but we are dealing with casinos and just like insurance companies they look for ways not to pay out especially on large amounts.

[Hkaris]

Yes a popup window appears at the time....the bonus is already in my account...besides you can only see this window on the main page...I never go back to when playing....I  noticed  before after a new login....

[Hkaris]

Finally received an email from the VIP manager....unbelievable.... without any personal note...just writing the words:

1.22 Until bonuses are still active, bonus terms and conditions apply to the whole player account balance. This means that you have to follow the bonus terms and conditions for the spicific bonus that is active at any given moment, even if you are using your real balance.   nothing else mentioned What he writes is bullshit ...this would mean that at anytime they throw in a bonus I will be in bonus mode.....and they will not let you know...so in my case I had at one time 92k real cash ...and after they add a bonus...without me knowing...I can only play spin bets of 5€! Its clear to me that they do this intentionally....activate the bonus and voila...I become the bad guy making a mistake without knowing. Besides the bad feeling of losing money I feel treated like a criminal.....I will contact them a  last time...with no result I will post on several forums a complaint...they will find out that I am  like a bulldog...

[pinnit2015]

Taking the OP at his word, especially owing to the fact that they didn't activate any bonus offers, this is as dodgy as F.

Secondly, as i stated, i play at plenty of sites where, if i'm up in real but have a bonus amount i can bet as much as i want and simply forfeit the bonus upon withdrawal - only exception is places like Casumo whereby they mix the two. 

Without getting into semantics - how is the bonus active if it's not in use? Ie being played?

Did your real cash contribute to the wagering of the bonus?

Regardless of the legal ease of all this, a lot of decent places will apply the spirit of the bonus/play.

Disproportionate, unfair and likely illegal if so. 

So we've not got the point in faceless online casinos where they go 'hey, pop a bonus into the account and we can forfeit their winnings?'

[pinnit2015]

It also doesn't make business sense (unless you've cash flow problems)

If i'm a casino i want to pay that player their 17k or whatever. Knowing that, if all hassle free, some perks thrown in, I've got a player for life. Given the house edge etc I'll likely get that, especially if a long term player, 17k plus interest. 

Name? Is it that MonteCrypto?

I wouldn't wait for another reply - just file a complaint. And i would do just the one, not several. 

[Hkaris]

Thx for your comments Pinnit2015...appreciate...

While playing Ione time they added a bonus...visual in the account..but it was not active with a visual wagering requirement...so at this time it is like they say in their terms that I have to play my real money first...then afterwards like I mentioned before they just throw in the bonus anytime  during my real money play...

How did you guess the name of the casino??

[pinnit2015]

2 minutes ago, Hkaris said:

Thx for your comments Pinnit2015...appreciate...

While playing Ione time they added a bonus...visual in the account..but it was not active with a visual wagering requirement...so at this time it is like they say in their terms that I have to play my real money first...then afterwards like I mentioned before they just throw in the bonus anytime  during my real money play...

How did you guess the name of the casino??

I am a man of many talents 

Just searched to see where 1.16 term came from and they popped up

I got my withdrawal after fighting with a casino that did the same - even then, they said they'd pay me as 'goodwill' - told them i didn't want it paid as GW I wanted them to pay me what i actually won. Having said that it was for about 1k, not 17k - never saw another penny from me. 

[pinnit2015]

And from, must admit, quite a good presentation by them on the matter - obviously UK based but get the gist.

Which was recommended for reasons such as yours. 

 

[Hkaris]

I just had a contact with a VIP manager....he said he can do nothing because it’s an issue for the finance department...Well he promised me that he will send again my email with my arguments to them...so despite I already received a formal email saying that the decision is final they hopefully will do a better investigation.....and yes...I will accept...because of the amount...a goodwill payment. Until I hear something from them I wait with my complaint...think that this could negatively influence a more or less positive outcome for me.

[pinnit2015]

11 minutes ago, Hkaris said:

I just had a contact with a VIP manager....he said he can do nothing because it’s an issue for the finance department...Well he promised me that he will send again my email with my arguments to them...so despite I already received a formal email saying that the decision is final they hopefully will do a better investigation.....and yes...I will accept...because of the amount...a goodwill payment. Until I hear something from them I wait with my complaint...think that this could negatively influence a more or less positive outcome for me.

Doesn't sound like a very empowered VIP manager! You can see some reps on forums holding more sway.....

And here's me thinking the finance team merely execute the decisions of upper management....tsk!

[Hkaris]

I think the VIP manager didn’t want to burn his fingers while I think he already knew that a final decision has been made to not payout.
Well besides the 17k they took out f my account I had a 2k withdrawal pending...they verified my account...took some time but then received a message that all was fine and I would receive payment details within 2 days....instead of they sent me an email that they took all money!

[Gambler1234]

Damn thats horrible to hear... I mean if they give you some of your winnings, that's a step up. Fingers crossed for you and i hope that they give you back some of your winnings. 

[pinnit2015]

Never mind an annual spring clean of casinos, if true, a spring clean of friends would be on my list. 

[Flatzem]

the casino obviously saw you playing with a large balance and to prevent paying out they chucked in a sneaky bonus during your play, they knew that if they throw in a bonus that you will then break their bonus terms cause you couldn't see that a bonus has been added until later.