1750£ wrongfully seized by PlayGrand Casino

RESOLVED
JohnShit Norway
posted on November 16, 2015.

I deposited 250£ to Playgrand Casino and getting a 500£ bonus.

I read the terms and condition and asked one of the Playgrand Casino agents what the maximum bet was during my play with bonus money. I was told that the max bet would be 5% of my deposit. I then started playing with bet ranging from 8£-12.5£.

After having cleared the wagering requirements and having 2000£ in my account I asked for a withdrawal. Verified my account and waited.

After a week I was told that I had broken a term in their promotional term and condition:

"Other examples of irregular game play include but are not limited to, placing single bet in excess of £5.00 to initiate a high win during the early stages of game play, then making a significant change in bet size down to less than £1.00 a bet until such time as the wagering requirements for that bonus have been met. While a welcome bonus is in play the maximum you may bet on any single bet will be capped at £5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause."

They claim that I have used irregular game play when i had betting over 5£.

I claim that I obviously dont since the terms says:

"While a welcome bonus is in play the maximum you may bet on any single bet will be capped at £5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements"

My betting was not capped at 5£ and the casino decided in my case that betting over 5% would be irregular game play.

I complied with every rule, but they still confiscated 1750£ without authority to do so.

posted on November 19, 2015.

Dear John,

First of all we would like to apologize for the inconvenience caused during your play at PlayGrand Casino. After investigating your case we have come to the conclusion that this is a clear case of internal miscommunication on our part, and for this we strongly apologize. Due to this miscommunication our Payment Department was lately informed regarding the change of the maximum bet to 5% of the initial deposit amount in one single bet whilst an active Welcome Bonus is in play.

The terms and conditions regarding the 5% max bet during an active welcome bonus will be updated as soon as possible. We'd also like to take this opportunity to clarify the terms and conditions regarding the casinos Welcome Bonus. If a player has received a welcome bonus, it is not permitted to place a bet exceeding 5% of the initial deposit amount. It is the players responsibility to ensure that he/she doesn't place a bet on one single round exceeding 5% of the initial deposit amount. In short, the allowed maximum bet on one single bet is not automatically capped by the casino.

At PlayGrand Casino we always strive to deliver a pleasant and fun casino experience and make sure everybody is treated well. Considering this, we are more than aware that we need to provide a fair solution for this issue. Therefore, we have refunded the disputed amount of 1750 GBP into your cash account.

Hope to sufficiently informed you.

Sincerely,

PlayGrand Casino

JohnShit Norway
posted on November 19, 2015.

Thank you for providing a fair solution to my complaint. The case is resolved.

AskGamblers
posted on November 19, 2015.

Based on the player's last comment we consider this case as resolved and officially closed.