Casino.com wouldn't pay my 4100 EUR winnings

RESOLVED
Yal80z Mauritius
posted on September 28, 2014.

I was offered by VIP manager reload bonus of 300 for 300, I played by the rules but they refuse to pay

I won there 4152 EUR.

They claim I breached the following term

Hello Louis,

My name is Sabine, I am one of the VIP account Managers. I am contacting you on behalf of our Risk department here.

I am sorry to inform you that your withdrawal request of €4,152 has been rejected due to the Terms and Conditions being breached.

It has been brought to our attention that the bet placed to win the funds was not according to our terms and conditions of the bets and therefore the winnings have been cut and only the deposit will be refunded, €300 has already been processed back to your Neteller account.

13.7 (b) Where the bonus percentage in relation to the deposit amount is greater than 100% (or in the case of a free money bonus), placing single bets in excess of 20% of the value of the bonus before the wagering requirements for that bonus have been met. This includes any games with double up options.


The term says clearly if the bonus is greater than 100% while my bonus was not greater than 100% but exactly 100% so this term is not applicable.

I never claimed a free bonus only a deposit bonus.

I played by the rules and they ignore my emails when I am trying to explain their mistake understanding their own terms

posted on October 2, 2014.

Hello,

Thank you for making us aware of this issue and giving us the opportunity to investigate further.
During the course of your account's review we identified a miscommunication which resulted in you being advised of the incorrect breached term and condition.

We apologize for this and would like to inform you that in order to rectify the situation we have emailed all the correct details to your registered email address now.

Included in this communication you will find game session numbers, which you can search for in your Game History.

This will allow you to review your game history and qualify for yourself the decision we have taken on your account by comparing the behaviour exhibited in those sessions and the quoted breached sub-sections of our Terms and Conditions of Use.

If you have any further concerns or need assistance in navigating your game history to locate these specific games please do not hesitate to communicate with our Customer Support team who are available via Chat, Phone or Email, 24 hours a day and 7 days a week.


Many Thanks

Casino.com

Customer Support Team