Casino.com - Bonus violation voided winnings although bonus was declined

REJECTED
wheeloffortune United Kingdom
posted on July 22, 2015.

I accepted a free £20 no deposit bonus from casino.com.
I won £170 and processed withdrawal...The day after i felt lucky and played again..I left the pending withdrawal and deposited £10 from my Paypal and declined there deposit bonus offer on this transaction..
I won £280 withdrew this..I deposited a further £10 that day and won £55 withdrawing this also..The day after,all my pending withdrawals had been cancelled due to a bonus violation wher i had bet twice over the 10% maximum stake when playing with bonus money..They voided winnings from my paypal deposits where i had declined there bonus.
I unknowingly violated there bonus T & C's far enough void the winnings..However the winnings from my deposits were not connected to any bonus therefore no violation had been commited..I had asked them 3 times to email me there disputes policy and they have ignored my requested..This in my eyes is not fair play.

wheeloffortune United Kingdom
posted on July 25, 2015.

CASINO.COM Response to this complaint.-
Hello Linden,

My name is Momchil and I am a Shift Manager here at Casino.com.

First of all, let me apologize for any negative experience you have had thus far. I also want to thank you for your comments regarding the £20 Free Play Bonus' Terms and Conditions.

Upon having your account reviewed again, I can see why you winnings were cut after you have requested the withdrawal for 280£. Let me explain that for you.

On 2015-07-17 at 20:06:16 GTM time you accepted the £20 Free Bonus. You won £110.17 with this free bonus and then you made your first deposit for £10 (on 2015-07-17 at 22:13:24 GTM). Then, on the same day at 22:54:29 GMT you requested your first withdrawal for £170 (which went in pending status). You left £20.12 on your account which you have played down from 22:54:52 (Game Code: 5532842834) until 00:26:09 on the following day (Game Code: 5533069500).

On 2015-07-18 at 23:41:08 GMT you made your 2nd deposit for £10. At that time your withdrawal for £170 was still in pending status. You played only with your £10 and lost it (from 2015-07-18 23:41:39 GTM, Game Code: 5536255246 until 2015-07-18 23:51:37, Game Code: 5536279478). Then, you canceled your pending withdrawal for £170 and started playing with it. However, this pending withdrawal had been accumulated with the £20 Free Bonus and your initial deposit of £10 and £20 Free Play Bonus' Terms and Conditions + our General terms and Conditions still apply.

wheeloffortune United Kingdom
posted on July 25, 2015.

My reply...

Hi Momcil I.

Thank You for you reply...You state that the pending withdrawal accumalated
with the bonus..How is this so when i forfeited the bonus back to you and
completed the wager requirements...

I think that for unknowingly violating the bonus on only *2 spins* and
continuing to deposit and play,then win,you didn't cut my my winnings .You
cancelled all winnings..

I am shocked that there is no goodwill gesture from a company as large and
successful as casino.com..to a rookie casino player like myself...who has
joined and would have probably redeposited the winnings anyway..

This incident has put me off casinos ...You may have done me a big favour
as i won't be playing again..

Rules are rules i accept that,..but morally it is unfair and abit harsh to
allow me to continue depositing then just to void everything for
*2 spins*

To say i am upset is an understatement..i feel let down..

Casinos showing goodwill in situations such as this is the best marketing
tool there is...I would of referred casino.com to dozens of people and
submitted the best reviews promoting you as a fair and honest casino..

Kind Regards

Mr Linden Amos.

wheeloffortune United Kingdom
posted on July 25, 2015.

CASINO.COM REPLY

I was very concerned to hear that you feel your recent experience in Casino.com is not to your satisfaction. I can totally understand that you felt upset when you realized you were unknowingly violating our bonus T&C. This is why I want to reassure you that for Casino.com it is very important to ensure that you feel comfortable and satisfied with your experience now and in the future.

Therefore, I wanted to clarify that the two Game Codes provided in the previous e-mail were only an example of the breached over betting rule:

When playing with a no-deposit bonus in your account, if you bet more than 10% of the bonus amount in a single bet, spin or round, your bonus and winnings may be voided (You can find this here: http:/­/ww­w.c­asi­no.c­om­/te­rms­/ge­ner­al.h­tml).

Please note, that our security department found out that this pattern has been consistent in your gameplay and this is why they have decided to void the winnings related to the £20 Free Bonus. Moreover, please be informed that should the wagering be completed while betting more than 10% of the bonus amount in a single bet, spin or round, the winnings related to the free bonus would still be voided.

wheeloffortune United Kingdom
posted on July 25, 2015.

CASINO.COM are just making there own rules up as they go along..Now they are saying i violated the bonus with more than 2 spins but haven't supplied the codes..
When i clicked on the slot game,it opened ready to click the first spin..Guess what the stake is set at automatically when the game has loaded...?­??­,,Y­ES..THE STAKE IS SET AT MORE THAN THE ALLOWED BONUS STAKE RESULTING IN A VIOLATION.They are setting you up to violate the bonus on your first spin..
CASINO.COM have said they will refund the deposit i made where winnings were voided after the bonus connected to the violation £10.. i deposited a total of £50 which were unconnected to the violation so why just refund £10??
Can i just point out that this has to be wrong ,they can not surely void winnings due to a violation on 2 spins out of thousands made that day...and void winnings won on the next 3 seperate deposits where there was no bonus accepted..The winnings were won with deposits made and bonus declin­ed...C­ASI­NO.COM you should not be allowed to do this..If the winnings are void..then why hasn't my deposits been refunded?.. Thank You ASKGAMBLERS for allowing me to express my concerns..and warn other members to stay clear of this online scullduggery...

posted on July 28, 2015.

Hi there,
We note the content of the complaint below and are looking into it.
We believe that we have acted fairly and in accordance with our Terms & Conditions at all times.
We will be contacting the player directly to try and resolve the issue.
Best regards,
Casino.com

wheeloffortune United Kingdom
posted on July 30, 2015.

CASINO.COM.... ***AVOID THIS COMPANY***UNFAIR AND COMPLETE RIP OFF**
I am prepared to take this case to an independant legal team as the cancellation on the 3 seperate withdrawal were not connected to any bonus violation..THE T & C's do not state that a bonus violation would affect withdrawals not connected to any bonus.

I would now go out of my way to discourage people from using this site as it is simply one big scam. They have no intentions of paying out bonus winnings even if you have tread extremely carefully throughout to meet every demand of their terms and conditions...

I will spend several months reviewing this company and warning the public to avoid them...I'm shocked that this company will not honor money won..
There should be an independent organisation who over see these companies and if the winnings are declared void...Why allow the player to continue depositing ??
Casino.Com beware as they're a con..
Thanks to AskGamblers.com for there help..

I would now go out of my way to discourage people from using this site as it is simply one big scam. They have no intentions of paying out bonus winnings even if you have tread extremely carefully throughout to meet every demand of their terms and conditions.

AskGamblers
posted on July 30, 2015.

@wheeloffortune,
Please don't use caps lock to express yourself, that is against our complaint rules.

posted on July 31, 2015.

Hello,
Thank you for raising your concerns.
We have investigated your case and the activity on your account and confirm the following:
• You signed up with Casino.com and received the £20 sign-up bonus
• Your game play, when wagering the funds, exceeded the maximum bet limit amount as per the sign-up bonus T&Cs - which can be found following this link: http:/­/ww­w.c­asi­no.c­om­/uk­/pr­omo­tio­ns/­20f­ree­play/
• According to the relevant term : “When you’re playing with a no-deposit bonus in your account, please do not bet more than 10% of the bonus amount in a single bet, spin or round. If you do, your bonus and winnings may be voided”.
• In addition to the above, the Terms and Conditions of the sign-up bonus also state that “Customers are required to register their credit/debit card and make a successful minimum deposit before being able to withdraw any funds. Only deposits and withdrawals made by credit/debit card will qualify.”
• You then made a deposit of £10, registering your Paypal account to allow yourself to withdraw the winnings you believed you had earned.
• The winnings were not paid out due to your breach of the rules – as mentioned above. You were therefore entitled to have your £10 deposit returned, in accordance with our T&Cs.
• We noticed an error in that you were not returned your original £10 deposit – this has now been corrected and the £10 have been refunded.
• In total, you made £30 (3x£10) worth of deposits using Paypal (not £50, as you stated on the AskGamblers Forum).
• The additional £20 were not returned because they were lost in casino sessions.
We consider all of the above to be correct and believe that we have acted fairly and in accordance with our Terms and Conditions at all times. We therefore consider the incident closed.
Should you wish to appeal against our decision, you can refer to our complaints process, as detailed in Section 17 of our website T&Cs .
Best regards,
Casino.com

AskGamblers
posted on July 31, 2015.

This complaint is rejected upon player's violation of AskGamblers complaint terms. We have zero tolerance for using offensive and vulgar language. We deleted offensive content.